ZappQ Reception Dashboard

ZappQ Reception Dashboard is a hospital-facing operational system used by reception staff to manage patient bookings, assign tokens, and coordinate doctor availability. It connects patient bookings from the ZappQ mobile app with hospital queue management systems, ensuring accurate token assignment and real-time operational coordination. When I took ownership, workflows lacked clarity, booking status visibility was limited, and token assignment was inefficient. I led workflow definition, booking lifecycle structuring, and execution improvements to make the system reliable and usable in live hospital environments. The dashboard is actively used in production and supports real-time coordination between receptionist actions and hospital queue systems.

The initial receptionist system had major operational and usability limitations:

• Limited booking visibility and unclear booking status differentiation
• Manual and inefficient token assignment workflows
• Lack of structured operational states (unassigned, assigned, checked-in, cancelled)
• Poor operational awareness of new bookings and required actions
• High dependency on manual coordination and external communication
• No reliable real-time synchronization between booking and queue systems
• Inefficient handling of doctor unavailability and rescheduling scenarios

These issues created operational friction, slowed patient processing, and reduced overall hospital workflow efficiency.

I owned product definition, workflow design, execution planning, and operational validation for the Reception Dashboard. My responsibilities included:

• Defining booking management workflows and operational states
• Structuring token assignment lifecycle and receptionist interaction model
• Writing PRDs covering booking flows, token assignment, and operational logic
• Designing operational visibility and booking status management system
• Translating hospital receptionist workflows into scalable product functionality
• Coordinating execution with engineering and validating production readiness
• Testing and validating workflows to ensure operational correctness
• Acting as product owner responsible for dashboard usability and reliability

The Reception Dashboard functions as a core operational interface connecting multiple systems:

• Patient App → Incoming bookings and appointment requests
• Reception Dashboard → Booking management and token assignment
• Queue Management System → Token lifecycle and patient flow coordination
• Hospital Operations Systems → Doctor availability and operational status

Receptionists can: • View incoming bookings in real time • Assign tokens based on doctor availability and operational capacity • Manage booking status (assigned, unassigned, cancelled) • Provide ETA and operational updates to patients • Handle doctor availability and rescheduling coordination

• Reception Workflow Structuring: Defined structured receptionist workflows for booking management, token assignment, and operational coordination.
• Booking Lifecycle Definition: Established clear operational states including unassigned, assigned, checked-in, and cancelled bookings.
• Token Assignment System Design: Defined token assignment workflows aligned with doctor availability and queue system integration.
• Operational Visibility Improvements: Enabled reception staff to clearly view and manage incoming bookings and operational status.
• System Synchronization Integration: Ensured receptionist actions triggered correct downstream updates across queue management and patient systems.
• Operational Efficiency Improvements: Simplified receptionist workflows to reduce manual coordination and operational errors.

Led product execution of Reception Dashboard improvements from workflow definition to production rollout. Execution included:

• Defining receptionist workflows based on real hospital operational constraints
• Writing structured PRDs and aligning execution with engineering
• Driving implementation and validating workflow correctness
• Testing production workflows to ensure operational reliability
• Ensuring system stability during live hospital usage

Operated as the primary product owner responsible for usability, workflow correctness, and production readiness.

• Enabled operational handling of all ZappQ patient bookings at hospital reception level
• Enabled structured receptionist management of live patient bookings
• Improved operational clarity and booking status visibility
• Reduced manual coordination required for token assignment
• Enabled reliable token assignment aligned with hospital workflows
• Established operational synchronization between receptionist dashboard and queue systems
• Improved operational efficiency and system reliability in live hospital environments
• Created scalable operational foundation supporting hospital onboarding and expansion