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Synthesis is an Emergency Room Intake App to speed up the registration process in the hospitals.


Within the healthcare sector, safety-critical systems remain ubiquitous. Crucial to the network of patient care, the digital interactive interfaces utilized within these spheres are a necessity for efficiently sustaining the stability of patient’s lives, especially within emergency departments. The current emergency room (ER) intake system suffers from a variety of problems including long wait times, language barriers, and more. Our team decided to design a mobile ER intake system to optimize the registration process for the patients.


UX UI Designer

Team: Joshua Tan & Iris Chae

  • UX Research: 5+ user interviews

  • Wireframing & Prototyping

  • Visual Identity & Design System

  • User Testing: Executed 4+ user tests


Average waiting time in the Emergency Room is 2 hours

average waittime.png

These long stretches of waiting can harm the province’s most vulnerable, with many patients suffering from increasing complications as their access to treatment is delayed (Health Quality Ontario, 2022).


How might we ensure that patient intake and treatment process in the Emergency Room is fast and efficient?


User Interview

We conducted 5+ user interviews of patients who visited the ER to get treatment to understand their needs and pain points.

80% exerienced delayed treatment due to long waiting times in ER

Current ER intake system is slow and inefficient.

There are needs for telehealth and remote medical services using digital platforms.

20% had difficulty communicating with medical professionals because English was not their first language

Competitive Analysis

Our team researched 2+ healthcare websites to evaluate the current attempts to solve the issues with emergency rooms and healthcare services in Ontario.

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Government of Ontario,

Health 811

Provides 24/7 virtual healthcare through calls, chats, and information about illnesses.

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Toronto’s Virtual Emergency Department

Allows virtual follow-up appointments with healthcare providers.

Pain points

Although these websites try to assist patients through telehealth and virtual emergency department services, they lack immediate access and treatment for urgent patients and multi-language features for international patients. 


_Register_ (LOFI).png


_Homepage_ (LOFI).png

Home Page

_ER Visit_ (LOFI).png

Book ER Visit

_Select a Hospital_ (LOFI).png

Choose a Hosptial

Visual Identity



Logo design symbolizing medical cross and harmony

ER Visit Icon.png
Symptom Checker Chatbot.png
Call Button.png


Soft colors and intuitive icons creating a friendly & welcoming brand image

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Clean and simple typeface to increase legibility

High fidelity prototypes

After creating the design system, we incorporated the designs into our wireframes to develop high-fidelity prototypes.




Home Page

ER Visit.png

Book ER Visit

Select a Hospital.png

Select a Hospital

Final Product

Synthesis optimizes the Emergency Room Intake process by providing 3 key features: Book a ER Visit, AI Symptom Checker Chatbot, and Multi-Language Support.

1) Book a ER Visit

ER Visit Icon.png

Speed up the ER Visit by providing your medical information, stay updated with your ER visit and promptly get treatment.

ER Visit.png

Start Booking

Patient Information.png
Select a Hospital.png

Choose a Symptom

Select a Hospital

Your Wait.png

Select Hospital

2) 2) AI Symptom Checker Chatbot

Symptom Checker Chatbot.png

Ask our AI chatbot about your symptoms and see what steps you need to take next without the hassle of calling EMT services.

Symptom Checker.png

Start Chat

Symptom Checker Dialogue.png

Describe Symptoms

Symptom Checker Dialogue2.png


Next Steps.png

Next Steps

3) Multi-Language Support

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Select your language to understand and answer medical questions with ease.

User Flow




Select Language

Your Health Information.png

Insert Health Info


Home Page

ER Visit.png

Book ER

Patient Information.png

Choose a Symptom

Select a Hospital.png

Select a Hospital

Your Wait.png

Your Wait Time

User Testing

After developing interactive prototypes, we used 2 types of usability testing methods, PSSUQ and SUS, to assess the usability of the Synthesis App. Our team conducted +4 user tests and these are the results. 

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System Usability Scale (SUS)

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Post-Study System Usability Questionnaire (PSSUQ)

75% answered the app design was user friendly and easy to navigate

Average SUS score was 86.25% indicating high usability

PSSUQ scored low (2.5) on the information quality section meaning it is necessary to improve the error recovery

50% suggested adding security steps to protect patient’s medical information


Conclusion + Takeaways

It was my first time designing a safety-critical system, and this experience made me get out of my comfort zone and grow a lot as a UX designer. 

1. Research in-depth to understand the industry. Designing safety-critical systems requires a lot of background knowledge since it directly relates to the lives of people. Thus, researching in-depth about Emergency Intake Systems and statistics about the healthcare industry helped me to understand the industry and create a better end product.

2. Focus on a few key features. While designing the product, I found myself getting lost in adding too many features. I decided to simplify the app by focusing on a few main features. 

3. Share constructive feedback to improve the product. The greatest benefit of working as a team is having a chance to share feedback. At first, I was scared of offending my teammate, but I decided to voice my opinion to improve the weakness of the product.  

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