UX Case Study of Digitizing a Healthcare Clinic
Infilife being an offline clinic, had the vision to digitize itself and provide better services for its customers. With the rising numbers of healthcare aggregator platforms, the challenge was not inventing the wheel to drive this. Clearly for us, the challenge was solving the short comes of the prevailing platforms and integrating the offline service to the cloud.
Dr. Nagaraj came to us with the statement “My customers are on the internet and I need to provide them ease by taking my clinical operations on cloud.”
The statement was clear of providing ease, with that came the responsibility of understanding their customers and what does ease mean in the context of Infilife.
Primary research started off by looking up the competitors, which helped to understand the industry better and the user pain points. The competitor analysis gave us the direction to the next step and these insights also gave us the preliminary understanding of the platform what we are going to build. That was just the surface which we realized in the very early stages.
Finding the Trail (Challenges)
We started interviewing some of the users a sample set of 25 odd users, to begin with, from varied age groups to varied professionals. We heard the users carefully and tried analyzing what they wanted a lifestyle preventive platform to look like.
We used a comprehensive empathy map to derive the issues we needed to address:
Some of the pain points which we clearly came across made us look back on all the other prevailing health management systems:
- Users wanted a single point of proof to look into their parent’s health data to help them and find the right health experts for them.
- They wanted all their bookings for their family members to be managed from a single account.
- Some of the users, who are away from the parents find the place which could help them find all the health services for their parents staying away from them.
- Deriving insights from the previous health records and constant the experienced experts on the same.
Returning to the whiteboard (Idate & Define)
We started off by drawing the basic skeleton and defining the services we needed to look into. We took the decision of building the MVP and solve each problem one by one which helps the business stakeholders to go into the market.
Workflow & Information Architecture:
Defining the workflow gave us the headstart for the next phase which was Prototyping and Design.
Prototyping & Design
Designing for Healthcare required us to understand each of user personas well and define a clear the factors which would be guiding us throughout the phase. We wanted to craft something very simple and easy to use, hence started of defining these:
Design for Trust:
Building trust with the end user becomes an important aspect of any healthcare platform. The user needs an assurance to share their health details and we tried to accommodate the same through our design and our writing.
Keep it simple:
We didn’t want our users to learn a new pattern and wanted to ensure we collect minimum data.
Be polite:
Being polite in our work helped us to ensure we capture the calmness and gentleness required for the users to onboard.
The UX Prototype
After running a user testing with a set of 5 users, we did make some of the design changes. We also got the validation done with the business stakeholders to ensure the online services matches the offline scenarios. We had to make some of the changes to accommodate the limitations of geography they are serving currently.
Key
Design Iteration
The design was later passed on to the development. The platform is still in its iteration phase and looks forward to its completion.
What's next?
With the completion of the MVP, we look forward to adding some of the features. We look forward to deriving insights and health trends from the user's health record to help them understand their health better. Some of the things which we look forward to are as follows:
- Better user testing and continuous iterations for the betterment of the platform.
- Adding the health review dashboard for individual family members and aggregate the insights to help doctors and users make better decisions on lifestyle changes.
- Compare individual test results against individual health records and see the changes.
- Enable personalized health recommendations and curated reads based on user health.
If you loved what you read, you could also check our other works on healthcare at southerndesign.co
About Us:
Southern Design is a Branding & Experience studio based out of Bangalore. We focus on connecting brands & products to their audience through storytelling and design. We work with some of the awesome innovative startups from Healthcare, Agritech and Retail. We love to talk about design, business & tech, so always feel free to drop us a note at hello@southerndesign.co
