Case study · Healthcare · Enterprise · RSSB

Kwivuza ePrescription: from patient visit to medical voucher

Designing the clinical and pharmacy flow that turns a patient visit into a verified medical voucher for Rwanda's national health insurance schemes (RAMA and CBHI).

Product: Kwivuza (IHBS), Rwanda Social Security Board
My role: UI/UX Designer: field research, flows, UI, handoff
Users: Front desk, doctors, medical advisors, hospital users, pharmacists, verifiers
Platform: Responsive web, Figma component library

Kwivuza review and confirm medical voucher screen — Review & Confirm: every act and drug, who prescribed it, and the cost split between RSSB and the member.

Context

Kwivuza digitises the RAMA and CBHI health insurance schemes. At a health facility, one patient visit touches many people: the front desk, the doctor, a medical advisor who may need to approve, hospital staff who dispense, a pharmacist, and later a verifier who decides whether the claim is valid. The medical voucher is the record that ties all of it together.

Field research

I started by looking at how vouchers were actually verified, in the offices where the work happens. The visit photos below shaped the brief: verifiers needed one complete picture of a visit, not scattered documents.

Field visit: voucher verification at a desk with a laptop and paperwork

Field visit: office space where vouchers were handled

Field visit photos: how vouchers were verified.

The problem

The flow had to work for several roles at once while keeping one source of truth. Questions we had to answer: who creates the visit and when? Which items need medical advisor approval, and what happens to a prescription if a drug changes after review? Can a visit have several vouchers? How does a pharmacist dispense without re-typing what the doctor already recorded?

Design question: how do we capture clinical information once, route it through approval, and give every later role exactly the view they need?

Process: mapping the journey

I mapped the end-to-end journey before drawing screens: patient arrival and eligibility check (NID or RAMA number), visit creation, doctor recording acts, lab tests and prescriptions, the clinical note, the medical advisor decision, dispensing at the hospital, inpatient or discharge branches, and the pharmacy path that ends in a pharmacy voucher. The board also records decisions made with the team, for example that the clinical note is reused for documentation and for approval at verification level.

Kwivuza new user journey flow from patient arrival to pharmacy voucher

Journey flow (scroll sideways). Sticky notes capture decisions: a visit ID can hold multiple vouchers; pharmacists no longer re-enter drug information; verifiers see a holistic view of the visit.

The solution

1. One patient contextName, RSSB number and visit ID stay pinned at the top of every step, so no one edits the wrong patient's record.

2. Capture once, reuse everywhereDoctors record diagnosis, acts and prescriptions once. Pharmacists and verifiers see that record instead of retyping it.

3. Sections that open as neededPatient information, diagnosis, medical products and external pharmacy prescriptions are separate, collapsible sections, so a dense form stays scannable.

4. Status on every lineItems carry explicit labels such as “Medical advisor rejected”, so state is readable at a glance and not colour-only.

5. Money made clearReview & Confirm lists each act and drug, who prescribed it, totals per group, and the split between RSSB and the member before submission.

6. History out of the wayPreviously confirmed products sit in a collapsed section; today's decisions get the focus.

Record member details modal at front desk — Front desk: record member details and create a visit (cause of visit, phone, infant and disability flags).

Patient information and diagnosis step — Doctor's view: stay type, weight, differential diagnosis search, medical products.

External pharmacy prescription section — External pharmacy prescription handled in its own section within the same visit.

Health product selection with statuses and previously confirmed products — Dispensing: grouped tables, per-line status, previously confirmed products collapsed.

Submission confirmation — Confirmation with visit ID once the prescription is submitted.

Also on Kwivuza: public website

I also designed the public Kwivuza website: a claims-focused landing page, a giving page and a provider finder where members can search for medical service providers.

Kwivuza landing page — Landing page: transforming healthcare claims in Rwanda.

Kwivuza provider finder — Find medical service providers, fast.

Outcome and what I learned

The journey map, the field research and the screens gave the product team and developers one shared reference for how a visit becomes a voucher. The main lesson: in multi-role workflows, the hardest design work is deciding who enters what, once. Everything else, from layout to status labels, follows from that.

Next step I would take: usability-test the doctor and pharmacist steps in a facility and track time to confirm a voucher and corrections after submission.

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