B2C Mobile and Web App

Simplifying patients lives with easy appointment scheduling and medical record access.

An advanced, multispecialty hospital that aims to serve quality healthcare services in over 20 different fields, covering various problems disorienting the human anatomy.

The Projects High Level Context

The goal is to create an easy and simple appointment booking system that minimizes long queues and wait times.

My Role
My responsibilities include designing the interface and user experience for both the mobile and web applications.
Team Structure
Rashid, Anil, Sampth, Prabhat, Vidya
Project Timeline
2019 - 2020

Sakra is a multidisciplinary hospital that attracts patients from all over India seeking medical care. Although Sakra has 300 beds, it is not sufficient to meet the high demand. Often, there is a long queue, this project aims to reduce wait times and improve overall patient experience.

How it all started?

We will focus on three key areas to improve the patient experience.

Connect

Patient with Doctors

Find and book appointment with doctors easily by name, specialty, or by symptoms

Manage

Health Records, Bookings

Users can download health reports and manage bookings. They can cancel or reschedule appointments.

Pay

Hospital Bills

User can pay their hospital bills, can make deposits or they can purchase health packages online.

Research Phase

The app has diverse users, so we conducted user interviews to understand their needs.

It is important to understand the different user groups who will be using the application. Listening to their stories will help us achieve this goal.

Ramesh Roy

Manager at MNC

Bengaluru, KA

When I want to consult a doctor I want to know the timings as I am mostly busy on projects I work on.

Some times, when a sudden meeting is organized and I am also part of the meeting I want to reschedule my appointments or may be cancel them.

Going physically to a hospital or lab to collect lab reports takes time, I wish If I can access the reports on my mobile phone or laptop, without me physically going to collect it.

Deepti Jha

Home Maker

Indore, MP

My younger son has kidney problems, he goes through dialysis three times every week. So it 's important for me to know his health status.

I want to closely monitor his health status, see reports, and want to consult with a doctor whenever we have an emergency.

Making payments is a hassle for us. I want to make online payments, and want to keep track of payment history.

G. Maniraj

Engineering student

Anantapur, AP

I stay in a hostel, but mom and dad stay at home. As I am not staying with them, it will be convenient for me to book appointments from my hostel.

Dad is a diabetes patient, I want to see his reports and take actions accordingly.

As dad wants to consult with the same doctor, I want to have a quick option to book an appointment with the same doctor he consulted with last time.

Reasearch Phase - Hypothesis Formation

The following hypothesis can be formed by synthesizing the data obtained from the interview done earlier.

Patients will find it easier to search for doctors by symptoms or specialty, but it 's good to have the option to let them search by doctor name as well.

Allowing the patient to visit the nearest facility will help them save time. It will also reduce traffic in the main branch of the hospital.

Patients or family members often want to know more about the doctor, their experience, specialty, education, etc. It creates trust and good relations between patients and doctors.

Keeping track of visit history and reminding patients of upcoming appointments will be a nice idea, as sometimes users forget about their appointments.

It will be a good idea to remind the patient to take medicine on time as prescribed by the doctor or physician.

Allow patients to make appointments on their preferred date and time. But if the doctor is not available on the selected date or time, don 't allow booking for the same.

Access to lab reports and case sheets will help patients know more about their health. It will also save their time as they won 't have to physically collect it.

Giving options to book health checkups on a specific date can be implemented, though users will have to visit the hospital or lab physically if required.

Giving the option to reschedule appointments will greatly help busy professionals.

Giving options to make and track payments online will not only save time but also be easier and more convenient.

Some patients visit the same doctor multiple times in a week or a month. Allowing them to save doctors as favorites will be a time saver as they won 't have to search again.

Reasearch Phase - Privacy and Security

Health care data is very sensitive. Users want to know who has access to their data. Hence, privacy and security are top priorities while designing and developing these apps.

Two Factor Authentication

Every time a user logs in, after entering the user credentials, the user will have to enter the OTP sent to their registered mobile number and email ID. If successful, the user will be logged in.

Allowing users to change their password.

Passwords are painful if one forgets it. It's 8 characters long, with at least one small letter, one capital letter, and one special character. Users may forget their password or someone may have gotten access to their account. To prevent this, users can change their password and their registered mobile number.

Recovery and security questions.

If the user forgets their password, they will have to answer security questions. Then they will be prompted to enter the registered mobile number and finally enter an OTP to authenticate their identity. Once successfully done, they can now change their password.

Limited access of data.

Patient data is only available to previously consulted doctors and can be given to any other doctor if the patient grants access to them.

Designing - Information Architecture

Based on user goals and business needs, I designed the user flow.

Initial Design - Wireframing Navigation Structure

How would User Navigate for different requirements?

Based on the Research and Infomation acrhitcture, the user has Invoked this app to do the Following. Find Relavant Doctors for their sympotoms, Book a Consultation either - in person or video, Book a health Checkup, View Their health records, Pay Bills or talk to customer care or call an ambulance.