Selected work
Proven in production
Platforms we designed, built and run, from UX research to integration and ongoing operation.Chupchup.online ↗
Cut current wait times from hours to minutes. Double your customers' happiness, and revenue.
A dynamic queue and appointment platform that adapts to the real live situation at the premises, so every visitor only arrives when their turn is about to be called. In daily operation at hospitals and clinics, and integrated with CMS and HIS systems.
15 minAverage wait times, up to
99%Customer satisfaction, up to
2 yearsReal-world data the algorithm was trained on
Malaysia · chup.onlineIndonesia · chup.idThailand · jongq.online
The fundamentalWaiting moves off-premiseIn a perfect world a 10:00 AM booking is served at 10:00 AM. In reality neither providers nor customers are punctual, so people book at 10:00 and are seen at 2:00. Chup works like a traffic officer at a busy junction, taking inputs from customers and providers, then adjusting the live queue and future appointments and notifying everyone. Research shows not knowing how long to wait is worse than the wait itself.
Before Chup · waiting on-premise
After Chup · waiting off-premise
01 · Dynamic real-time queue and appointmentsThousands of algorithms for every situationDeveloped over several years, tested manually and automatically, and trained on two years of real-world data. Chip lists show the main scenarios; each has many sub-situations.
User / customer
Late arrivalEarly arrivalCancellationRescheduleDelay (with or without informing)Forgot appointmentNo smartphoneIgnores messagesDoes not want to download an appNo show
Service provider
Planned or sudden counter closureLunch breakWalk-insMulti-station visitsAll counters suddenly closedStaff replacementTransfer to another branchServing longer or quicker than estimatedService provider system downSudden or fixed closing hoursLate arrivalReal-time or future emergency leave
02 · Plethora of automationsAutomatic rescheduling and reminders
Long serveWhen a doctor serves for a long duration, patients in the queue get a delay message on WhatsApp and others are rescheduled automatically.
Custom closeAdmins close for emergencies or other reasons. Pending appointments are cancelled or moved to the next available slots.
Emergency breakCancels pending appointments and asks patients to reschedule to the next available slot.
Doctor late arrivalAdmin messages the doctor with reschedule options; patients receive an automatic WhatsApp reminder.
Automatic transit servicePatients booking a doctor are automatically assigned pre-station and post-station services.
Automatic reminderWhatsApp reminders 1 day, 2 hours and 1 hour before the appointment.
03 · Streamlining hospital operationsFrom referral to pharmacy
Pre-approval referral letterAppointment slots assigned from referral letters, matching patients with the right doctors.
Billing: mark as paidCashier marks payment; patients move to pharmacy automatically or the visit ends.
InsuranceAdmins validate insurance, set coverage limits and auto-generate request letters.
TV app (Android)Queue display on any Android TV.
Kiosk (Android)Patients check in and manage appointments on a tablet.
04 · Customer's happinessMeasure and improve
AnalyticsTracks patient visits and service performance.
SatisfactionReal-time satisfaction trends over any period.
Google ReviewsLinks verified patient feedback to Google reviews.
How Chup worksAs easy as ABCCustomers still wait, but they wait conveniently at home, because waiting on-premise feels much longer.
01Customer receives a text message from the clinic
02Customer joins the live queue or sets an appointment
03Customer gets live updates and arrives with minimum wait
04Customer gets called when their turn arrives
05Customer is served across multiple services, if any
06Customer rates the service and leaves a review
BenefitsHow Chup benefits you
Solve your queue issueNobody likes waiting. Solving it puts you ahead.
More and recurring customersPeople whose time is respected come back and tell others.
Insights and dataSee bottlenecks by resource or service and act immediately.
Staff happinessNo more customers lashing out over long waits.
Flexible breaks and hoursStep out or close; everyone is informed.
ReviewsInternal feedback, or an optional Google review when satisfied.
ParkingPeople arrive on time, so limited parking stops being a problem.
IndustriesGovernment servicesHealthcareAutomotiveSalon and spa
FeaturesAll the features you need, and more
Business & user settings
- Super admin and user management
- Token numbers and fast-lane tokens
- Category prefixes and QR printing
- Multilingual support
- Operating hours and availability
- Services, staff and display screens
- WhatsApp bot customisation
Reception & registration
- Self-pay and insurance payment
- Arrival marking and chat
- Clinic visit monitoring
- Register by uploading or photographing ID card
Appointments
- Booking via WhatsApp link
- Calendar-based scheduling and notes
- Automated reminders and rescheduling
- Doctor assignment lock
- Export and import
- Auto-cancel during clinic closure
- Ward and hospitalisation marking
Rescheduling
- WhatsApp reschedule notification
- Customer- or admin-initiated
- Multi-shift automatic rescheduling
- Bulk rescheduling
Pharmacy, billing & insurance
- Billing transfer for dispensing
- Automatic dispensary transfer on payment
- Medication collection archive
- Insurance details confirmation
Live queue
- WhatsApp live queue link
- QR entry for walk-ins
- Automatic stage transitions
- No-show handling and auto-cancel
- Delay, overload and closure alerts
- Estimated wait time updates
- 30-minute pop-up reminder
- Appointment priority in queue
Dashboard & more
- Live queue and appointment PDF export
- Clinic report dashboard
- Automatic reporting
- Google Calendar integration
- Multi-branch access
- Payment gateway
- Doctor profiles and reviews
- Email campaigns and remote support
Chup Hospitalchup.hospital
Beyond HIS. A hospital system shaped around your hospital.
Built outward from Chup's live queue, it runs the whole hospital on one platform: front office, clinics, theatre, wards, billing, pharmacy and back office. The software follows the hospital's way of working, not the other way round, so staff keep what already works and hand the typing, copying and chasing to the system.
6Months from contract to go-live
30Modules, front office to back office
1 serverOn the hospital's own infrastructure
What it fixes
Revenue leakageInsurance claims that bounceWaiting timesIdle clinics and late theatresApprovals stuck on a deskReports that arrive lateRepetitive typing and copying
A patient's visit, end to end
- 01Registration
- 02Live queue, waiting at home
- 03Consultation
- 04Counselling or theatre
- 05Bill and paymentbilled as prescribed
- 06Pharmacydispensed once paid
- 07Recall, so no follow-up is missed
Built in
- Every view and change of patient data audited
- Each hospital's data kept on its own server
- HL7 and FHIR integration
- Your hospital on your phone, today's numbers today
e-ProcurementOne platform and one record, from procurement plan to contract.A government e-procurement platform for tenders and quotations. Officers prepare, approve and evaluate tenders; vendors find matching tenders, submit sealed bids and accept awards online. Every stage has an owner, an approver, a deadline and an audit log.Open the clickable prototype
01PlanProcurement plan items and budgets; tenders start from a plan item.
02TenderDetails, qualifications, documents and schedule in 4 steps, with AI review.
03ApprovalRouted by value threshold before announcement.
04MatchQualified vendors matched from national registries and notified automatically.
05PortalVendors download documents, register for briefings and receive addenda online.
06BidSealed with encryption; numbered receipt on submission.
07EvaluateOfficial opening with 2-of-3 digital keys, then technical and price scoring.
08Award & contractAward approval, letter of award, results notice and milestone tracking.
Officer workspace
- Dashboard with stage pipeline and overdue flags
- Procurement plan
- Four-step tender wizard
- Approval queue by value threshold
- Addenda to all document holders
Vendor portal
- Open tenders with eligibility status
- Qualification check with reasons per requirement
- Document download and briefing registration
- Sealed bid submission and receipts
- Notifications, bids and contracts
Evaluation & award
- Opening ceremony with committee digital keys
- Configurable technical and price weights
- Mandatory document check
- Recommendation, award approval and letter
- Contract acceptance and milestones
AI assistance
- Drafts documents from templates
- Flags missing info, date conflicts and conflicting requirements
- Flags abnormal prices and unusual bid patterns
- Writes an evaluation summary for the committee
- No access to prices before official opening
Reports & governance
- Spend and savings by department
- Full audit trail for every action
- Settings for thresholds, numbering and templates
Platforms we builde-Procurement & tender managementSupplier & contractor portalsContract managementRegulatory & licensingWorkflow & approvalsOperational dashboards
Track record
Crafting digital solutions for businesses across industries
Over 10 years of proven experience in management, strategy and design.
50+Digital initiatives delivered end-to-end
10+Industries
100+Cross-functional stakeholders engaged
25+Operational workflows transformed
5Governance & UX frameworks contributed
Enterprise projects
Detailed case studies are shared on request under non-disclosure agreement.
Banking and financial systems7 projects
Design System (GEMA)FAST ModernisationRentas Portal ModernisationApproval HubACOCBanknotes ExchangeiTEKAD
Energy and operations28 projects
DesignOps ConnectPLT DashboardTransport SafetyiCAPStellarAlpha GasRace2DecarboniseEPICSPACEEOCREALPIVOT Walkand 16 more
Government and public sector4 projects
CIS (PPKM-M.V15)Road transport dashboardPurchase RequisitionRPK (E-Plate)
Construction1 project
Buildlapse
Driving meaningful impact
01UX Operational StandardizationStandardizing UX operating structures based on ecosystem complexity, product maturity, and project categories to improve scalability and delivery consistency.
02Cross-Functional Product AlignmentAligning stakeholders, developers, vendors, and operational teams behind scalable, user-centered digital experiences.
03Enterprise Workflow TransformationImproving operational visibility through workflow simplification, dashboard restructuring, and UX modernization.
04Product & UX GovernanceGovernance-driven delivery focused on usability consistency, scalable execution, and operational alignment.
05UX Maturity ContributionUsability-driven product thinking, operational UX consistency, and scalable delivery practices.
Different industries. Shared principles.
Banking & FinancialGovernmentOil & GasTelecommunicationsCRM & Enterprise SystemsHealthcareAI & AutomationConstruction TechnologySports TechnologyBeauty & WellnessE-commerce & Marketplace
Strategic capabilities18 capabilities · 5 pillars
StrategyProduct Strategy · Product Management · UX Research
DesignEnterprise UX · Product Design · Usability Testing · Interaction Design · Conversational UX
ExecutionUX Governance · Agile Product Delivery · DesignOps
AlignmentStakeholder Alignment · Workshop Facilitation · Cross-Project UX Alignment · Mentoring & Leadership
OptimizationOperational Workflow Design · UX Standardization Frameworks · Organizational Workflow Optimization
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