Modernisation of Diagnostic Imaging

Designing a Safer, More Efficient Digital Referral System

Client: Department of Health (via ADHA)
Role: Lead Experience Designer
Project: eRequests in Diagnostic Imaging – Discovery and Proof of Concept

Overview

The referral and booking process for diagnostic imaging in Australia is still largely paper-based, prone to inefficiencies, duplication, and errors. I led the design discovery and co-design of a future-state experience for digital imaging requests – culminating in a validated, research-driven proof of concept that received ministerial support for development.

Artefacts that were used as part of the discovery and testing process. these include a screen from a Practitioner's practice software where a request is generated, mobile phone screens of what an imaging request would look like for a patient, and thirdly, a screen representing a website where a person would book the imaging appointment.

Artefacts used as stimulus in interviews to bring the concept journey to life

The Challenge

  • Disjointed, analogue systems across the health sector
  • Heavy reliance on patients to deliver and explain referral details
  • Low visibility for clinicians, high risk of data loss or errors
  • Fragmented and non-standardised technical ecosystems
A very large current state journey map as a Service blueprint0 that is far too big to see all the details in the image.
The current state journey map had many drop-offs and complexities that required resolution for a fully digital workflow

My Role

  • Led co-design with clinicians, consumers, providers, and peak bodies
  • Mapped current-state workflows and pain points
  • Developed and tested the future-state journey and minimal data set
  • Designed artefacts to simulate digital referral scenarios
  • Facilitated stakeholder alignment across government and industry

Design Approach

Strategy

  • User Value: Choice, convenience, clarity – delivered digitally
  • System Efficiency: Fewer errors, less admin, faster bookings
  • Feasibility: Built around existing systems, with optional paper fallback

Phases

  1. Discovery: Site visits, interviews, and desktop research across the sector
  2. Co-Design: Created concepts with users and validated via journey walkthroughs
  3. Proof of Concept: Developed tested artefacts and defined a minimal data set
  4. Stakeholder Testing: Two rounds of testing with 36 participants from across HCP, consumer and diagnostic imaging provider groups
a description of the feedback received during the testing process that demonstrates how the sample protoytpes were received across the test participants and how reports were framed.

Prototypes of the proposed PoC were provided during the interviews for feedback

Key Outcomes

  • A validated, multi-stakeholder proof of concept for digital imaging requests
  • Defined a national minimal data set and user-centred technical architecture
  • Designed with accessibility, equity, and consent in mind
  • Won support for next-stage funding and development
  • Created a flexible model ready to scale to pathology and other domains
A high level description of the Proof of concept that is far simpler and more concise than the fuller, more detailed version.
Proof of concept included a unique code system and provider search for ease of access.

Challenges Overcome

  • Digital readiness gaps across demographics and technology systems
  • Balancing paper coexistence with future-state ambitions
  • Clinical safety and compliance amidst complex workflows
  • Stakeholder alignment across industry, policy, and service delivery
A simple matrix describing the valuable points along the journey for all participants in a fully digital diagnostic imaging process. Along the top are the steps in the journey. Request > Schedule > Pre-arrival > Visit > Report and follow up. Down the left side are the three main groups in the process. The health care professional requesting the imaging, the consumer planning or experiencing the imaging, the imaging provider conducting the imaging. Within the matrix are several bullet points in each cell, describing the value to that cohort at that stage in the process.
Values for everyone in the new system, from consumers, doctors and technicians, were identified

Reflection

Designing a national-scale solution for diagnostic imaging referrals required orchestration across systems, people, and policy. This project exemplifies the power of design thinking in government health, not only as a research process but as a bridge between service intent and viable delivery.