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Simplified healthcare appointment booking, enhanced accessibility for patients
PROJECT TYPE
UX/UI
ROLE
Researcher, Designer
YEAR
2024
TYPE
Capstone Project - IIT Roorkee
OBJECTIVE
Develop a user-friendly mobile application that simplifies healthcare appointment booking, enhancing accessibility for patients. By providing a streamlined user experience, personalized recommendations, and efficient appointment management, the goal is to foster increased patient engagement, optimize healthcare efficiency, and improve overall healthcare outcomes.
OVERVIEW
Introducing 'Care for You': a cutting-edge mobile application transforming healthcare accessibility. Seamlessly connecting users with nearby providers for appointments, our user-centric design ensures a personalized and intuitive experience. With streamlined navigation in just 6 clicks across 3 screens, we prioritize efficiency and convenience, making healthcare accessible to all.
TARGET AUDIENCE
Patients: Individuals seeking medical care, including routine check-ups, specialized consultations, diagnostic tests, and medication refills.
Caregivers: Family members or guardians responsible for managing healthcare appointments and services for their loved ones.
Healthcare Providers: Doctors, laboratories, pharmacies, and other healthcare professionals interested in reaching a broader patient base and improving appointment management.
THE STORY
User story 1 - Mak just moved to the area and woke up with the worst ear infection of his life. He cannot go to work and needs to receive treatment today because he is in a lot of pain.
User story 2 - Raj just moved to the area and needs a reliable primary care provider nearby. He has chronic sinus infections and needs to easily get antibiotics.
User story 3 - Anupama’s daughter is an existing patient of Dr. Patel but she is seeking a different specialist for her daughter’s back pain.
PROBLEM
In today's dynamic healthcare landscape, patients encounter various challenges that hinder their access to timely and efficient medical care.
Difficulty finding appointments leading to delay in receiving care
Complex appointment booking process causing stress
Limited access to relevant information
Missed appointment and forgetfulness
No single source of truth for information
SOLUTION
Amidst the complexities of modern healthcare, "Care for You" emerges as a beacon of innovation, offering a transformative solution to address the pain points faced by patients today.
Effortless appointment booking allowing patients to quickly find care
Intuitive user interface eliminating the need for multiple channel of communication
Comprehensive provider information enabling informed decision making
Timely appointment reminders
One stop solution for all relevant information about Hospitals, Labs and Pharmacies
DESIGN PROCESS & TIMELINE
Define
Define the problem statement and identify opportunities from concept and brainstorm to MVP
Design
Sketch out the product to align the user needs
Iterate
Refine and enhance the design through incremental changes based on feedback and testing
Test
Evaluate the usability, functionality and effectiveness of the design by gathering feedback from the users
1 WEEK
Research
Phase
4 WEEK
Design & Prototype
MVP Design and Wireframe
Usability Testing and Iterate
Finalize Design
USER RESEARCH
The right approach to capture patient pain points and gain deeper understanding of their healthcare needs was to conduct a 1:1 interview to gather a mix of quantitative and qualitative data.
User Interviews
I spoke with 15 diverse people who are potential users to know their views, experience and to collect quantitive and qualitative data. The candidates were individuals looking for healthcare services, finding pharmacy for medication or looking for specialist for their family members.
Kumari
Housewife
I don’t know whether I need to go for urgent care or emergency care or have an online visit. There are so many different options across websites.
Naina Sharma
Retired
I am so confused when searching for an ENT, I am seeing so many different options when I search for sinus or cold.
Lata Rama
Professional
I don’t have time to make an appointment via call after waiting in queue for so long, if only I could make appointments online somehow.
Suman Phadke
Banker
I have to search for right specialist for my condition, but I don’t who the right specialist is. How will I know if I contacted the right kind of doctor without wasting money.
Amish Seth
Businessman
If hospitals/clinics could offer a virtual appointment where they can see me and I can explain them what I need, that would give me peace of mind knowing that things are in my hands or on my phone, and I can reach who I need to care for my son.
Riya Patel
Influencer
I would want an app or something on my phone that I can quickly access to either or talk to my doctor directly or a virtual doctor or somebody that can hopefully answer some questions about my need.
USER PERSONA
Name: Mak
Date of birth: March, 10 1994
Age: 28 Years old
Job: IT Professional
Location: Mumbai, India
Statement
I want to be able to find necessary care without having to spend too much time
Mak just moved to a new area and woke up with the worst ear infection of his life. He cannot go to work and needs to receive treatment today because he is in a lot of pain.
About
Hardworking
Smart
Tech-savy
Interested
Thinking
Personality
Make an appointment without any hassle.
Be able to find the right doctor nearby.
Identify good hospital/clinic the doctor serves at.
Find pharmacy on his way to buy the needed medications.
Goals
No direct channel of communication.
Difficulty accessing right provider information.
Need to rely on external assistance.
Feeling of inauthenticity.
Frustations
EMPATHY MAP
In crafting the empathy map for the "Care for You" app, I delved deep into the emotions, observations, interactions, and actions experienced by users throughout their healthcare journey. Through research and user interviews, I empathized with the anxieties and frustrations users face when seeking medical care, capturing their feelings of uncertainty and vulnerability
What does he
Think & feel
Booking an appointment feels like navigating a maze of uncertainty, with each step bringing a new wave of anxiety about my health
In the midst of booking, frustration creeps in as I juggle between finding a suitable slot and worrying about the severity of my symptoms
The moment I secure an appointment is a sigh of relief, knowing I've taken a vital step towards getting the care I need
What does he
Hear
Every call ends in frustration, met with busy signals or automated messages, amplifying my anxiety about getting the help I need
The automated confirmation brings a sense of reassurance, a small comfort in the midst of uncertainty
Amidst recommendations from friends and family, I seek solace in the wisdom of those who have gone before me
What does he
See
Surrounded by options, I'm lost in a sea of choices, each one seeming as uncertain as the last
Every glance at the screen reveals long wait times, making me wonder if I'll ever find a slot that fits my schedule
The booking interface is cluttered with options, leaving me overwhelmed and unsure of where to click
I voice my concerns, hoping my urgency will be heard amidst the chaos of appointment scheduling
With each search, I seek validation in reviews and information, hoping to find a beacon of certainty amidst the uncertainty
Dialing number after number, I persist in my quest, determined to secure an appointment that aligns with my needs
What does he
Say and Do
INFORMATION ARCHITECTURE
Information Architecture (IA) serves as the backbone of the "Care for You" mobile application, orchestrating the organization and structure of information to ensure a seamless and intuitive user experience. Through meticulous planning and design, IA shapes the way users interact with the app, facilitating effortless navigation and access to critical healthcare resources.
USER FLOW
By carefully mapping out the flow of actions and decisions users take within the app, user flow ensures a cohesive and intuitive experience that maximizes efficiency and satisfaction. From the moment users enter the app to the completion of their desired tasks, user flow guides them along a logical pathway, minimizing friction points and enhancing usability
WIREFRAME & UI DESIGN
Beginning with wireframes, I sketched out the skeletal framework of each screen, focusing on intuitive navigation and clear information hierarchy to ensure ease of use for users seeking healthcare services. These wireframes served as the blueprint for the visual design phase, where I infused the app with calming color palettes, soft typography, and imagery evoking warmth and reassurance.
THANK YOU :)
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