Products for accessible and affordable healthcare in India. Created to support patients, doctors, salesmen and operational staff.
2018, 2 years
1 Product Manager
How can we design a cross-platform ecosystem to manage insurance and telehealth services?
+ Find doctors
+ Upload documents
+ Purchase insurance
+ Add family members
+ View appointments
+ View medical history
+ Request documents
+ Prescribe medicines
+ Sell insurance plans
+ Scan documents
+ Request payment
+ Raise complaints
+ Modify appointments
+ Manage slots
+ Clear on-call queries
+ Raise and clear requests
RESEARCH AND DISCOVERY
Understanding primary goals and information dependencies for better cross-platform design.
For each of the stakeholders, we conducted phone and in-person interviews and focus group sessions with field inquiry to understand what their behaviors, pain points, and goals are. The focus groups were great for recovering targeted information, while the interviews allowed us to discover edge cases that we should be designing for.
Insights from the research were used to craft needs that acted as the basis for the features in the product roadmap.
After identifying the features we wanted to add, we mapped out the information architecture of each platform for the development team to rework their internal data structure.
USER EXPERIENCE AND INTERFACE DESIGN
Wireframes, design system and final screens
With a clear understanding of the improved flow, we proceeded to wireframe the new platform screens. The user flow focused on providing a clear navigational structure with instructive onboarding. Considering the functionality was complex, we wanted to help users discover features gradually and each action was divided into small actionable tasks.
After working on the changes identified during the wireframe workshops, we proceeded with the visual design while parallelly identifying system components for quick scaling. The palette was chosen to keep the app vibrant without adding to the monotone identities prevalent across healthcare. The typography for the beta version was built on Rubik.
Quickly access common services and upcoming consultations. Payment-related banners and alerts are fixed till resolved.
💡 A single-family member manages healthcare reports for all.
View insured members and access all related details for each. Prescriptions added by the doctor are updated to the member profile after each appointment.
💡 Insurance benefits need to be provided upfront for better clarity.
View all purchased insurance plans with associated benefits. Browse and buy additional plans by specifying and filtering through required coverage.
The app opens with a list of scheduled consultations with patient details, provided attachments, and a recorded summary. Doctors are also notified about overtime slots that they can choose to accept or decline.
💡 Documents need to be made available prior to consultations.
Doctors can view detailed summaries, prior consultations, and medical history, request documents, and call patients.
💡 Prescription writing is long and preferred on paper.
Write a detailed prescription, add medicines (Type or choose from prefilled database), request documents, and mention dates for follow-up.
💡 Simplify catalogue for quick learning.
The app opens with a list of available insurance plans with associated benefits, coverage, and annual purchase cost. These can be further filtered down based on inclusions and the number of members involved.
💡 Sales staff often make sales to the same customers for new plans.
While the first tab is a catalog, the second tab helps make a targeted sale to an existing customer. The salesman can see associated payment details and purchased insurance plans.
Once an insurance plan is approved by the customer, the sales staff can add members and payment plans and raise a request for activation.
💡 Existing information architecture lacked a single point of reference for all patient details.
Operations staff can view existing plans, associated details, consultations, and payment information for each primary customer and make changes and additions to each.
💡 Need to be able record vitals and make appointment modifications.
View upcoming and completed consultations and filter via customer name, date, and doctor details. The staff can also collect vitals and make modifications to the existing details.
I worked on the beta version of this tab. The operations team could view all payments sent forth from the sales app with information on its status. They could also view uploaded documents and collect customer details. Future scope included giving the authorization to approve and reject each payment.
LEARNINGS AND REFLECTION
1. Study the landscape
Healthcare in India is a scattered sector. Unerstanding who the stakeholders are, how they interact and how the information passes between them was crucial in identifying pain points for the product.
3. Simplify for users
We moved from information heavy screens to having only what was necessary on each. Desigining for guided behaviour instead of maxium features way a key learning.
2. Include developers early on
Understanding complexities in the databases helped me understand technical limitations and streamline the design processes right from the architecture stage.
4. Experience over features
Over the course of the project, there were several feature suggestions from the business team. It was important to focus on improving existing usability and flows before incorporating new ones.
5. Wear many hats
While my earlier roles involved a strong focus on visual design, my work with Clinikk involved helping direct UX copy, pitch in on developer meetings and help prioritise business calls on product. A collaborative effort with the team helped me be a far more valuable stakeholder with a comprehensive understanding of the entire ecosystem.
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