People are dying from COVID-19, so we need to get people vaccinated
Ethical challenge
Prioritising the most urgent patients. While the demand and desire for vaccination was very high, some patients were willing to lie or travel to other regions to skip the queue.
In Angered, where vaccination rates were lower, Kry intensified efforts by using cultural interpreters and health guides to directly engage with residents, offering on-site booking to increase accessibility.
Short background
Kry, known as Livi outside Sweden, is a leading digital healthcare provider that has revolutionised access to care by offering online doctor consultations, mental health support and vaccination services. During the COVID-19 pandemic, Kry played a critical role in the Swedish healthcare system by supporting vaccination efforts and improving accessibility across regions.
Ways of working
Prototyping live as legal regulations changed daily, requiring constant updates to flows tailored for each region and patient.
Utilised a triage model to help clients to do right and follow Folkhälsomyndigheten’s (The Public Health Agency of Sweden) guidelines
My role
Senior Product Designer
My amazing team
Jesper Funk-Rosling, Kalle Persson Brooks, Felix De Silva, Adam Bradbury, Pablo Criado Carrera, Danish Jalil, Charlotte Kleverud and many other brilliant souls.
Designing a user flow for COVID-19 vaccinations involved many complexities, necessitating 28 block/error screens to ensure fairness and compliance. It was crucial to manage user expectations by providing clear feedback on why they couldn’t book — whether due to age, risk group status, “wrong” vaccine type or already being vaccinated. These reasons also varied depending on the patient’s registered region.
The biggest frustration was the lack of available vaccination slots. To prevent unnecessary travel to clinics with vaccines, we added a button early in the flow saying “I live in another region”, encouraging honesty. However, if no slots were available, we decided not to include this button saying 'Check other regions' to avoid encouraging users to travel for vaccinations.
No available slots (for you)
Managing expectations while minimising frustration by ensuring transparency and fairness in prioritising those most urgently in need of vaccination.
16 regions with different rules & regulations
Booking regulations varied across Sweden's 16 regions and shifted throughout the pandemic, sometimes requiring us to suddenly block certain patients from booking through our flows.
Age and gender-based recommendations
Access to vaccination changed rapidly and differed between regions, including which vaccine types could be administered to specific groups.
I want to give a big 🙌🏼 to Kry’s illustrators, Nina Wennersten and Hilda Englund, for creating such an amazing Design system to work with. Their hundreds of pre-defined illustrations not only elevated the project but also gave me the opportunity to explore and grow as an illustrator myself!
