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Patient Kiosks
Everything that makes an app easy is absent in a corridor. One user at a time, a queue behind them, and a machine most of them rarely use.
① At a glance
The problem. Check-in happens in a public corridor, one person at a time, with a queue behind them and a machine most of them rarely use.
What I did. Designed the whole check-in, not only the screen: the queue token, the printed armband, the handoff to the reception desk, and a 00:20 reset.
What changed. Live on 70 kiosks in Arabic and English as mirrored layouts, with the desk kept for the cases that need a person.

② The queue is part of the interface
Someone walks up to the row of kiosks and stops. They do not touch anything. They look at the machine, then at the reception desk, then at the person behind them, and after a few seconds they join the desk queue instead.
That is the failure, and no usability metric catches it. The kiosks stand in public areas at KFSH&RC to take work off a reception desk. The person in front of one is standing, often unwell or accompanying someone who is, with people waiting behind them. And the interaction does not end on screen. It ends with a printed token and a band around a wrist.
So the problem was never the check-in screen. It was the hesitation before it, the queue during it, and the hardware after it.
| METHOD | MEASURE | WHERE | WHEN |
|---|---|---|---|
| Timed observation at the kiosks, live | Dwell per person and queue growth, not task success | Public corridors, KFSH&RC Riyadh | 2025, before launch |
Dwell was the number that mattered. Two behaviours dominated: hesitation before touching anything, and walking away mid-flow.
| STAGE | ARRIVE | IDENTIFY | CHECK IN | WAIT | LEAVE |
|---|---|---|---|---|---|
| DOING | Finds the kiosks, unsure it is the right machine | Medical record number if they know it, finger if they do not | Confirms details, standing, at about arm’s length | Stands while a token and an armband print | Takes the token and the band and looks for the waiting area |
| WHERE IT BREAKS | Hesitates, asks the person behind, or joins the desk queue anyway | Fingerprint reads often fail, and failure feels personal | One extra decision per screen and the line behind grows | Silence reads as failure. A print takes seconds with nothing on screen | Walks away mid-flow and leaves a record on a screen in a public corridor |
| OPPORTUNITY | A bilingual welcome that asks for one thing first: the language | Two ways in, and finger choice offered up front rather than after a failure | Wide landscape screen, one decision per screen, action where a hand rests | Explicit wait states: the machine says what it is doing | A visible 00:20 inactivity countdown and a full clear on expiry |
③ Design the machine and the queue, not only the screen
| WHAT WE SAW | WHAT IT MEANT | WHAT CHANGED |
|---|---|---|
| People stood at the kiosks without touching anything. | The machine did not announce what it was for. | A bilingual welcome that asks for one tap, the language, before anything else. |
| Fingerprint reads failed and people retried the same finger. | Recovery was invisible, so failure looked like rejection. | A finger-selection diagram, offered before the failure rather than after it. |
| Sessions were abandoned halfway, records left on screen. | A public screen holds a stranger’s record until someone clears it. | A visible 00:20 countdown and a complete reset on expiry. |
| People waited through silent prints and assumed a fault. | The hardware was invisible to the person relying on it. | Explicit wait states for the token and the armband. |
The corridor, the queue, the walk-away
01Measure dwell, not task success
Live observation at the kiosks, timing how long one person occupies a machine and watching what makes the line behind them grow. Task success would have scored this product well. Dwell told the truth. Two behaviours dominated: people unsure they were even in the right place, and people who walked away mid-flow and left their record on a screen in a public corridor.
- Dwell, not task success: how long one person holds the machine
- “Am I even at the right machine?”, the pause before the first touch
- Walk-aways that leave a medical record on screen in a public corridor
02A kiosk is four machines in one cabinet
A screen, a fingerprint reader, a token printer and an armband printer. Half the design is telling someone what the cabinet is doing while nothing is happening on screen. A print takes seconds, and seconds of silence read as failure to a person who is already unsure.
| LANE | ARRIVE | IDENTIFY | CHECK IN | LEAVE | |
|---|---|---|---|---|---|
| PATIENT | Approaches the kiosks | Enters MRN or presents a finger | Confirms details | Waits | Puts the band on |
| FRONTSTAGE | Bilingual welcome | Two entry paths, finger diagram | One decision per screen | Token number, then wait state | Confirmation and instruction |
| BACKSTAGE | Idle loop, session cleared | Reader poll and match | Record lookup | Token printer, then armband printer | Session clears, returns to welcome |
| EVIDENCE | The cabinet itself | A read or a retry | The details on screen | A printed token | A band around a wrist |
Standing, watched, rarely used
03Wireframe at standing distance, not desk distance
The screen is a wide, short canvas read at arm’s length by someone on their feet. Low fidelity first: one decision per screen, the action placed where a right hand already rests, and the hospital information rail running the length of the flow. Every extra decision per screen is a person added to the line. Text and buttons are sized to be read and pressed while standing, and every line is written in plain Arabic and English. The service menu offers more than check-in, but check-in is what most people come for, so this case follows it.

04Two ways in, because readers fail
Medical record number for people who know it, fingerprint for everyone else. The finger-selection diagram exists because fingerprint reads often fail, and the recovery is to try a different finger. So the interface offers that choice up front rather than after a failure, because a failed read in public does not feel like a technical fault. It feels personal.




05A visible countdown is a message to the queue
A 00:20 inactivity timer runs in the header and restarts with every touch. It is visible rather than hidden, because the person waiting behind can read it too. On expiry the session clears completely and returns to the bilingual welcome. No half-finished state, and no previous patient’s record left on a screen in a public corridor. Every screen in the flow runs fully mirrored in Arabic.


A slip, a band, and a desk still open
06The last screen is about a physical object
Token number first, so the person has their place in the queue before anything else. Then the armband print with an explicit wait state. Then a confirmation that says what to do with the thing in their hand: put it on, go to the waiting area. The screen is finished before the visit is.


④ Checked in without waiting at the desk
Live on 70 kiosks in public areas across the hospital, in Arabic and English as fully mirrored layouts. The person from the opening, the one who looked at the machine and joined the desk queue, now gets one question first: which language. Two ways to identify, a countdown the queue can read, and a token and armband that print with the screen saying what is happening. The reception desk keeps the cases that actually need a person.
Results are being measured now, including dwell time and the share of check-ins done at a kiosk instead of the desk, and will be added here soon.
⑤ What I’d do differently
Test it standing, with three people waiting behind. Live observation showed the queue, but every prototype session I ran was seated and unhurried, which made the interface look calmer than it is. The queue is the hardest part of this product to simulate and the part that decides whether anyone uses it.
Case 03 · Discharge Summary Generator
Nobody trusts a machine to write a clinical document. So the tool only drafts: thirteen sections, each traceable to the note it came from.
Discharge Summary Generator
Nobody trusts a machine to write a clinical document. So the tool only drafts: thirteen sections, each traceable to the note it came from.
① At a glance
The problem. The least interesting writing in medicine sits on the critical path, and nobody trusts a machine to produce a clinical document.
What I did. Built a tool that drafts thirteen sections from notes the clinician chooses, each section traceable to the note it came from.
What changed. In pilot. The clinician stays the author, and an empty section says so instead of guessing.

② The least interesting writing in medicine, on the critical path
End of a shift. One clinician, one encounter, seventy-three notes to read back through before a word gets typed. The patient is ready to go home. The discharge cannot complete until the summary exists.
It gets typed from scratch in ICIS, the hospital’s clinical records system, or pasted together from earlier notes, which carries their errors forward. It varies by whoever happens to write it. And it is the last thing anyone wants to do at the end of a long day.
Writing quality was fine. What hurt was that this writing sits on the critical path, and that nobody trusts a machine to take it off.
| METHOD | WITH | WHERE | WHEN |
|---|---|---|---|
| Contextual inquiry, sitting through the task | 6 clinicians writing discharge summaries | On the ward at end of shift, KFSH&RC Riyadh | 2026, before the pilot |
The reading is the work. Typing is quick once the facts are found, so the tool had to earn its keep at retrieval, not composition.
| STAGE | OPEN THE ENCOUNTER | READ BACK | ASSEMBLE | CHECK | SAVE |
|---|---|---|---|---|---|
| DOING | Opens an encounter that can hold dozens of notes | Reads back through the notes to find the facts | Types from scratch in ICIS, or pastes from earlier notes | Rereads for anything missing or wrong | Saves, and the discharge can complete |
| WHERE IT BREAKS | No sense of how much reading is ahead | This is the real cost, and it is invisible to everyone else | Pasting carries earlier errors forward with them | Nothing marks which claim came from which note | Until it exists the discharge cannot complete |
| OPPORTUNITY | Show the note count and let the clinician choose the source set | Thirteen named sections, each one sourced separately | Generate a draft from the chosen notes, never from all of them | View Source on every section, opening the notes beside the draft | Regenerate per section, and nothing reaches ICIS without a person |
③ Draft it, but never let it speak for the clinician
| WHAT WE SAW | WHAT IT MEANT | WHAT CHANGED |
|---|---|---|
| Clinicians spent the time reading, not writing. | The bottleneck was retrieval, not composition. | The tool intervenes at the source set, before a word is generated. |
| Summaries were pasted together from earlier notes. | Errors propagated forward invisibly. | Per-section provenance, so a claim can be traced to its note. |
| Nobody trusted a machine to write a clinical document. | Trust needed to be earned per claim, not per document. | Thirteen fields instead of one blob, each editable and regenerable. |
| A confident paragraph with no source behind it was the fear. | A plausible invention would end the pilot. | “Not found in the selected notes”, with a manual field instead. |
Seventy-three notes, and the eleven that matter
01Watch someone write one
Sitting with clinicians through the actual task, not asking about it afterwards. The reading is the work. The typing is quick once the facts have been found. That one observation moved the whole product: the tool had to earn its keep at retrieval, not at composition.
The reading is the work. The typing is quick once the facts have been found.
02Thirteen fields, not one blob
A field can be empty, sourced, regenerated or edited on its own. A blob can only be accepted or rejected whole, and nobody accepts a whole clinical document from a machine. Almost every other decision in this product follows from that one.
| STEP | 1 · ENCOUNTER | 2 · SOURCE SET | 3 · GENERATE | 4 · REVIEW | 5 · SAVE |
|---|---|---|---|---|---|
| CLINICIAN | Opens patient and encounter | Picks which notes feed the draft | Waits | Reads, edits, regenerates a section | Presses Save |
| THE TOOL | Shows 73 notes, grouped by type | Shows a running count and a time estimate | Drafts thirteen named sections | Offers View Source on each section | Saves the approved summary into ICIS |
| GUARDRAIL | Nothing is chosen silently | Commit is explicit | Only the selected notes are used | Empty sections say “not found” | Nothing saves without a person |
Thirteen sections, not one blob
03Wireframe the argument, not the output
Patient and encounter, then notes, then review. Low fidelity, because the argument was about how much control to hand over before generation, not about how the output looked. The output was never the contested part.

04Make the source set a decision, not a default
Seventy-three notes on one encounter. The clinician picks which ones feed the summary, grouped by type, filterable, with a running count and a time estimate before they commit. A tool that silently chose for them would be faster to use and far harder to trust, and this one only works if it is trusted.




Provenance and refusal
05Provenance per section, because that is the unit of disagreement
View Source sits on each of the thirteen sections and opens the notes that produced it beside the draft. Per-document provenance would be easier to build and useless in practice. A clinician does not disagree with a summary. They disagree with one line in Medications.



④ A draft in three steps, with its sources attached
In pilot with a small number of departments. The clinician from the opening no longer reads back through seventy-three notes. They choose the eleven that matter, get a draft in three steps, and check each section against the note it came from. Where the notes are silent, so is the tool. Accuracy is checked by clinicians in the pilot: every draft, section by section, against its source notes, before it is saved into ICIS.
Results are being measured in the pilot now, including time to a finished summary, and will be added here soon.
⑤ What I’d do differently
Design the refusal before designing the output. We built the generation first and the not-found case second, which meant the empty state arrived after the pattern for a full one had already set. On any tool that writes into a clinical record, the sentence it says when it does not know is the load-bearing one, and it should be drawn first.
Case 01 · KFSH Employees
A hospital runs on shifts. The old app was organised by department, so 16,000 staff kept leaving it to get things done.
KFSH Employees
A hospital runs on shifts. The old app was organised by department, so 16,000 staff kept leaving it to get things done.
① At a glance
The problem. A hospital runs on shifts. The employee app was organised by department, so six of the most common tasks happened somewhere else.
What I did. Rebuilt it around the shift. Attendance, credentials, HR self-service, the directory, oncall escalation and a policy assistant, behind one login.
What changed. Live on iOS and Android with more than 16,000 employees on it. The walk to HR for a payslip is a tap. A missed 02:40 punch can now be fixed in the app.



② The app opened. Then the walking started.
Someone comes off a night shift and opens the app to correct a punch they missed at 02:40. There is nothing in there for it. The correction is an email to a manager, the manager reads it in the morning, and the fix lands on a payslip a fortnight later.
KFSH&RC already had an employee app. It was dated and partial. You could open it, look at a little, and then still go somewhere else for the thing you actually came for. A payslip. An employment letter. A policy answer. Proof of who you were at a locked door. A clinical workforce does not carry a laptop around a hospital, so every gap in the app became a phone call, a walk, or a ticket for someone in HR to close.
The app was not missing features. It was ordered by who owns a service rather than by when a person needs one.
| METHOD | WITH | WHERE | WHEN |
|---|---|---|---|
| Shadowing and semi-structured interviews | Clinical and non-clinical staff 11 staff | KFSH | 2025 |
The day has a shape: arrive, prove who you are, work, need an answer, leave. The old app was ordered by department instead.
| STAGE | ARRIVE | PROVE WHO | WORK | NEED AN ANSWER | LEAVE |
|---|---|---|---|---|---|
| DOING | Punch in at a wall terminal, or in the old app | Carry a plastic badge for doors and checks | Need a payslip, a letter, the rota | Ask a colleague what the policy says | Punch out, hope it registered |
| WHERE IT BREAKS | A missed punch has no path. It becomes an email to a manager. | Badge left at home means a locked door and a phone call. | Each one lives elsewhere: an HR office, a ticket, a printed rota. | The answer depends on who you ask, and carries no source. | Same gap as arrival, discovered a fortnight later on the payslip. |
| OPPORTUNITY | Punch in and out above the fold. Justify Absence gets its own route. | The phone becomes the badge: door access, mask fit test, safety cards. | One Home, quick access ordered by how often a thing is needed. | PolicyGPT: answer first, source second, policy document is authority. | The day’s record sits in the same place the punch does. |
③ The unit of design is a shift, not a department
| WHAT WE SAW | WHAT IT MEANT | WHAT CHANGED |
|---|---|---|
| Staff opened the app, then still walked to an office or phoned someone. | The app was a directory of departments, not a container for the day. | Five areas built around the shift, not the org chart. |
| Every person asked about policy asked a colleague first. | The trusted source was a person, and people are not available at 3am. | PolicyGPT, with the source document shown beside every answer. |
| A forgotten plastic badge stopped someone at a door. | Identity was the one thing that could not fail, and it lived on plastic. | Digital badge and door access, states drawn to be unambiguous. |
| A missed punch became an email to a manager, found weeks later. | The error path was outside the product, so it was invisible and slow. | Justify Absence as a first-class route, not a dead end. |
Where the day actually goes
01Start with the day, not the backlog
Shadowing first, then interviews, with clinical and non-clinical staff. The question was never what people wanted from an app. It was what a day contains: arrive, prove who you are, work, need an answer, leave. The old app served pieces of that, in an order that matched the org chart. Nobody’s day is ordered by department.
02Five areas, each named for a moment
Home for the day, HR for the record, PolicyGPT for the question, Directory for the person, Oncall for the escalation. The six missing tasks land here: payslip and letter in HR, the badge and the missed punch on Home. HR keeps its name because a record is the one thing people look for by owner. Everything else sits on Home as quick access, ordered by how often a thing is needed. Ordering by owning department is easier to defend in a meeting and worse for everyone who has to use the result.
- Attendance
- Punch in / out
- Justify absence
- Quick access grid
- Report incident
- My information
- Payslip
- Letters
- Leave balance
- Ask a question
- Answer + source
- Generated-text notice
- Error state
- Search staff
- Department
- Contact card
- Extension
- Today's rota
- Level one
- Level two
- Escalate
| HOME | HR | POLICYGPT | DIRECTORY | ONCALL |
|---|---|---|---|---|
| Punch in / out | Payslip | Ask a question | Search staff | Today's rota |
| Justify absence | Letters | Answer + source | Department | Level one |
| Quick access | My information | Generated notice | Contact card | Level two |
| Report incident | Leave balance | Error state | Extension | Escalate |
Everything else sits on Home as quick access, ordered by how often it is needed rather than by which department owns it.
03Argue about sequence before anyone argues about colour
Low fidelity, in grey, on purpose. Attendance, the policy assistant and the credentials set were drawn and redrawn before any visual design began. Three flows carry most of the traffic, and the other thirty-seven screens follow whatever those three establish.

Attendance, policy, credentials
04Attendance: the thing most people opened it for
Punch in and punch out sit above the fold with the time and the date. The missed punch, the case that used to become an email, gets its own route: Justify Absence. An error path that lives outside the product is invisible to the people who could fix it, and invisible means slow.



05PolicyGPT: an answer you are allowed to check
An assistant over HR policy is only useful if people trust it, and trust here means being able to see where an answer came from. Answer first, source second, and a standing notice that the text is generated and the policy document is the authority. A one-time consent comes before the first question. I tested it with staff who ask policy questions, because the trusted source before this was a colleague, and colleagues are not available at 3am.



06Credentials: the phone becomes the badge
Digital badge, door access, mask fit test records and safety reference cards in one place, designed for the conditions they get used in. One hand. A corridor. A locked door. Someone waiting behind you. The door access states are drawn to be unambiguous, because a maybe at a door is worse than a no.



④ One app that holds the whole shift
Live on iOS and Android, with more than 16,000 employees on it. The night-shift worker from the opening no longer emails a manager. The missed 02:40 punch is justified in the app before the shift ends, and it reaches the payslip on time instead of a fortnight late. The payslip, the letter, the badge and the policy answer sit in the same place, behind one login.
Results are being measured now, including HR tickets and missed-punch corrections, and will be added here soon.
⑤ What I’d do differently
Test the policy assistant with the people who answer policy questions today, not only the people who ask them. HR officers know which questions actually get asked and which answers get argued with. I tested with the askers and shipped something that answers them well. The people who would have caught the hard cases were down the corridor the whole time.
Case 02 · Patient Kiosks
Everything that makes an app easy is absent in a corridor. One user at a time, a queue behind them, and a machine most of them rarely use.
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Porta Libero
2024
Ultrices
Parturient Felis,
Pharetra Nibh,
Porta Libero
2023
Bibendum
Adipiscing Nunc,
Tincidunt Tristique Congue,
Vestibulum Porta Libero
2023
Eu & Fringilla, Collaborative
Imperdiet with Quam Sodales,
Donec Tristique Porta Libero
2023
Semper
Cursus Tempus,
Porta Libero
2023
Dictum, Elit. Vestibulum
Gravida Congue
2023
Rhoncus Congue
Ullamcorper Suspendisse,
Duis Ornare Porta Libero
2023
Awards
Tempus Egestas Nibh Vestibulum
Facilisis: Ultricies Ornare Ligula
2021
Rhoncus Auctor Ornare; Tincidunt Tristique, Porta Libero
2020
Press
‘Vestibulum Inceptos Gravida’, Ornare Review,
by Tincidunt Nisl
2024
‘Ullamcorper Faucibus (Congue) Euismod’, by Ligula Parturient, Bibendum Review Porta Libero
2023
Dictumst Tristique, Facilisis Magazine, Edition Two, Porta Libero
2021
Auctor Adipiscing Art Magazine, Porta Libero
2020
Sollicitudin Ornare Magazine,
Porta Libero
2020