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DoctorSay

CRM system to bridge the gap between patients and doctors.

May 2022 - Feb 2023

CLIENT

Danish Startup Company, Denmark

TEAM

UX Design Lead (Tejaswini Khedkar)

CEO, Front-end, Business analysist

UX Design Lead (Tejaswini Khedkar)

CEO, Front-end, Business analysist

TOOLS

Figma, Illustrator, Indesign

KEYWORDS

Product Design, User Research, Healthcare

Usability Testing

Product Design, User Research, Healthcare

Usability Testing

CONTEXT

From Taking doctor’s appointments to consuming medicines we, as patients know how stressful it is, to manage everything by ourselves. In some cases we have to manage the data for others well. Doctorsay is a service that emphasizes on helping patients have seamless that reduces the wait times for patient and its companion.

The Outcome

This solution will facilitate connections between 2M immigrants worldwide and their doctors present in India, ensuring seamless healthcare access. Additionally, it will enable 45K doctors from India to retain their regular patients, sustain relationships within the medical community.

Innovative

Strategy

Enhanced Team

Efficiency

Enhanced Team

Efficiency

Seamless Interface

Design

Seamless Interface

Design

Improved Accessibility

for Users

Improved Accessibility

for Users

My Role

In this project I was a UX Design lead, I was the only designer in the team. I worked alongside CEO, Business analyst and software developers and delivered end-to end solution for the project.

Literature Review

To understand cultural trends

To understand cultural trends and current scenario

Market Research

To understand market gaps and competitors

User Research

To analyze user patterns and user needs

MVP & Critiques

To translate the research into innovative product

Usability Testing

To Iterate design and making a seamless flow

Design Critique at each project milestone fostered a collaborative environment where everyone had the opportunity to express their opinions during presentations

Connect with your family doctor

Store medical reports

Order doctor-prescribed medicines

Repeat appointments for follow up

Cultural analysis

The global migration trend is resulting in familial separation, posing challenges for healthcare as immigrants often bear the responsibility of remotely managing the health needs of their parents residing in their home countries.
Individuals are often skipping follow-ups with doctors, potentially risking their well-being due to delayed healthcare interventions.

The global migration trend is resulting in familial separation, posing challenges for healthcare as immigrants often bear the responsibility of remotely managing the health needs of their parents residing in their home countries.
Individuals are often skipping follow-ups with doctors, potentially risking their well-being due to delayed healthcare interventions.

Target users

Immigrants

Old age Natives

Joint Families

Opportunity

Through our survey we found out people struggle with hospital navigation, showing a need for easier help and better access.
Handling family medical records from long distance highlights a chance for new solutions making healthcare smooth and remote.

Through our survey we found out people struggle with hospital navigation, showing a need for easier help and better access.
Handling family medical records from long distance highlights a chance for new solutions making healthcare smooth and remote.

Suffering through chronic diseses

Managing family from long distance

Competitor analysis

By analyzing competitors, we wanted to gain insights into the technological advancements. Understanding the market was indispensable in formulating an effective product strategy.

Findings

There are several applications promoting remote healthcare significantly benefiting users by saving traveling time.

There are several applications promoting remote healthcare significantly benefiting users by saving traveling time.

Each application is offering useful features addressing a specific problem. These applications are not popular in India.

Each application is offering useful features addressing a specific problem. These applications are not popular in India.

Challenge was to leveraging the unique features and addressing the unmet needs within the industry to set our product apart.

Challenge was to leveraging the unique features and addressing the unmet needs within the industry to set our product apart.

Market Gap

Family Doctors
There is no solution available in India that help the patient to have online consultation with the family doctor.

Severe Patients
The market lacks a viable solution for the patients facing severe health issues who require frequent visits to the doctor. A temporary sick person and a chronic disease patient are been treated at an equal level

Family Doctors
There is no solution available in India that help the patient to have online consultation with the family doctor.

Severe Patients
The market lacks a viable solution for the patients facing severe health issues who require frequent visits to the doctor. A temporary sick person and a chronic disease patient are been treated at an equal level

Who are our users

Based on our analysis of cultural insights, we decided to focus on individuals who are moving away from their homes, as the number of these cases is increasing day by day.

Individual managing family medical history from distance.

Help seeker who is living away from home within India.

The Research Question

How immigrants manage medical data?

The Challenge

The primary challenge centered around user recruitment for interview sessions. We started with user survey that was shared across several hospital in Denmark and India.

We provided open and closed ended questions in the survey for users to participate in our further user research.

The primary challenge centered around user recruitment for interview sessions. We started with user survey that was shared across several hospital in Denmark and India.

We provided open and closed ended questions in the survey for users to participate in our further user research.

How we recruited users

User Survey

Demographics

Open ended Questions

Yes

Please provide contact

Bye Bye!

Close ended Questions

Want to talk about your experience?

Paitient Interviews

We found a pattern through our interviews. Conducting user interviews within patient and hospital settings was pivotal in comprehending, empathizing with, and ultimately addressing patients' needs

I hope this doctor understands my problem. If not then i will have to fly back home and get myself checked by my family doctor.

I hope this doctor understands my problem. If not then i will have to fly back all the way home and get myself checked by my family doctor.

-International Student

Doctor prescribed medicines are not always available at the pharmacy store. I have to make multiple rounds at store. That;s not helpful.

-Old Age Chronic Disease Patient

I have to visit my parents once in a month to check if my parents are okay and if they are not, I have to escort them to the doctor.

-Interstate Transfer Employee

Doctor Interviews

'We want a solution that will help us retain our patients and increase our reach globally.'

Expert interviews with doctors proved instrumental in identifying communication gaps between patients and healthcare professionals.

Affinity Themes

Transfers

Migration continues to increase globally, becoming a common trend that often separates families.

This is impacting on health both directly and indirectly at the individual and their family.

Migration continues to increase globally, becoming a common trend that often separates families.

This is impacting on health both directly and indirectly at the individual and their family.

Dependancy

Elderly individuals and sick patients always seek support from peer to visit the doctor, obtain their medicines, and collect their lab reports.

People depend on the reviews of their friends/families when looking for a doctor.

Elderly individuals and sick patients always seek support from peer to visit the doctor, obtain their medicines, and collect their lab reports.

People depend on the reviews of their friends/families when looking for a doctor.

Managed Data

Only one person is responsible for all the medical data and history, making it challenging to manage everything at once.

This responsibility can become burdensome and overwhelming for that individual.

Only one person is responsible for all the medical data and history, making it challenging to manage everything at once.

This responsibility can become burdensome and overwhelming for that individual.

Problem based insights

Doctors are loosing their patients day by day as immigration is increasing.

Patients dislke to wait in the line. It make them uncomfortable looking at other patients.

Doctors are loosing their patients day by day as immigration is increasing.

Patients dislke to wait in the line. It make them uncomfortable looking at other patients.

Solution Based Insights

According to the doctors, follow-ups can be taken Online. Because doctors only check reports of the patients.

Users want to book multiple appointments for multiple members from their families so that they can save time.

According to the doctors, follow-ups can be taken Online. Because doctors only check reports of the patients.

Users want to book multiple appointments for multiple members from their families so that they can save time.

Customer Journey

Scenario One

PHASE

Onboard

Find

Act

Anticipate

TASK

Goes to study from Mumbai to Pune.

Gets a strange rash on skin.

Decides to visit best doctor for treatment in Pune

Asks local friends for doctor reviews.

View doctors and their specialties online

Screenshot favorite doctors while searching

Select doctor

Check availability of doctor

Call hospitals to get information about how to book appointment

Choose appointment date and time on phone call with receptionist

Get a weekday appointment

Ask proffesor for a leave

Takes a day off from College

Goes to the doctor diagnoses her with seasonal allergy

Waits for 25 min in the queue.

Receives prescription

Start looking for medicines online and offline

CHANEL

Google, Word of mouth, Notes, Phone call o friends, Hospital portals

Phone call, Text Message, Email

phone call, Text Message, Email, Hospital portal

Doctor's office, medicines stores, google, prescriptions

THOUGHT

Hopefully this will go away otherwise i will visit my family doctor

Searching doctor is very time consuming. The rash is getting whorse.

Will ever find a doctor that treat my rash?!

Finally! I hope he shows up on time

Ups! Where would i find these medicines?

PAIN POINTS

Unreliable doctor timings

Unwanted time investment

Dedicated time for appointment

Time Delays

OPPORTUNITY

Filters to find right doctors

App should save user’s time

Flexibility in taking consolations

Find medicines with strange names

Scenario Two

PHASE

Onboard

Find

Act

Anticipate

TASK

Just moved out from hometown due to job transfer leaving parents behind.

Has to book follow up appointment for his mother with Chronic disease

Search doctor's available times.

Search laboratory times for blood reports

Plans for the hometown trip

Figure out the availability the of the doctor.

Figure out laboratory hours.

Speak with receptionist

Book appointment with doctor

Book appointment at laboratory

Take a day off from office

Collects laboratory reports on the way

Go to doctor with mother

show medical reports to doctor

Receives prescription through mail

Doctor ask to follow up after 2 months.

CHANEL

Google, Word of mouth, Notes, Phone call o friends, Hospital portals

Phone call, Text Message, Email

phone call, Text Message, Email, Hospital portal

Zoom call, medicines stores, google, prescriptions

THOUGHT

I am really stressed this time. What if mother's reports are not right this time?

Mom, I am coming next week, can you go for your blood by yourself?

Just called up the Receptionist, Doctor's not available until next week

Where are last month's reports?

I drive for 30 min every time just to get 10 min of doctor's consultation.

PAIN POINTS

Lot of here and there of data

Manual processes that old age cannot do.

Hectic process

OPPORTUNITY

Provide laboratory information in the app

Help user to reduce stress

Find medicines with strange names

By mapping out their interactions, we could identify what features are important to them, what information they seek, and where they may encounter difficulties.

How might we

Design an app for remote accesiblity to reduce stress level of the end user?

After synthesizing the data, we got to know what we need in our product. We pulled all the insights together to build our MVP.

Doctors from India

Patients from anywhere

Patient requiremts

Database of doctors, ratings, experience, fees, address
doctor's prescribed medicines
history of lab reports
appointment history
demographic information
online consultation

Database of doctors, ratings, experience, fees, address
doctor's prescribed medicines
history of lab reports
appointment history
demographic information
online consultation

Doctor requiremts

Database of patients and their medical history
availability of prescribed medicines
appointment schedule
notes
follow up flow
profile

Database of patients and their medical history
availability of prescribed medicines
appointment schedule
notes
follow up flow
profile

Business requiremts

Subscription plans for patients
Onboarding fees for doctors accounts
Promote rating the doctors on app
selling only Doctor Prescribed Medicines

Subscription plans for patients
Onboarding fees for doctors accounts
Promote rating the doctors on app
selling only Doctor Prescribed Medicines

Value Preposition

loosing reports

misleading information

Wainting for turn in long ques

difficulty in finding new doctors

Appoinitment history

online que for live tracking

GAIN CREATERS

PAIN RELIEVERS

PRODUCT

provide doctor prescription online

Send confirmation message

Follow ups

upload reports

filters to search the doctors

buy doctor prescribed medicines (only) from app

Doctorsay App

GAINS

PAINS

JOBS

reports and prescriptions

book appointment

view prescriptions

search doctor

select consultation type

doctor availability

appointment scheduling

online medicines

What we achieved so far

Help patients store all medical data, reports, and prescriptions

Book appointments from anywhere.

Have online medical consultation through app

Find local doctors

Online pharmacy store

Jobs Flow

Find Doctor

View Doctor’s information

Book Appointment

Show up

Get Prescription

Order medicines online

Experience

Ratings

Availability

Filters

Branding

The name of the app is ‘‘DoctorSay’’. I derived it from the phrase we use when any patient comes home from a doctor’s consultation: ‘So, What did the doctor say?’

prototyping

Paper Sketches + Low fidelity + Style guides

We started with paper prototypes. Later these rough sketches were transformed to Figma Low fidelity prototypes for our first phase of usability testing. We updated the fidelity based on feedback

Paper Sketches + Low fidelity + Style guides

We started with paper prototypes. Later these rough sketches were transformed to Figma Low fidelity prototypes for our first phase of usability testing. We updated the fidelity based on feedback

Existing design systems aside, sketching ideas on paper helped me to visualize design ideas first.

Usability Testing

Task Analysis + Feature Walk through + Online Survey

During usability testing, my focus was on assessing user comprehension, supplemented by targeted research to understand root cause of particular user need.
I employed a Rainbow spreadsheet methodology to systematically collect usability testing data, utilizing surveys to share screens.

Task Analysis + Feature Walk through + Online Survey

During usability testing, my focus was on assessing user comprehension, supplemented by targeted research to understand root cause of particular user need.
I employed a Rainbow spreadsheet methodology to systematically collect usability testing data, utilizing surveys to share screens.

iterations

Findings + Design Critiques + Redesgning

Weekly Doctor Timings
Users found it difficult to know the future timings of the doctor because the timings of the doctors does not have detailed working hours in the interface.

Cart Location
Users want the cart button on the top because the cart option is always on the top in other applications they use.

Interactive Prescription
Users want to have clickable prescription so that the user can directly shop that medicine from prescription.

Findings + Design Critiques + Redesgning

Weekly Doctor Timings
Users found it difficult to know the future timings of the doctor because the timings of the doctors does not have detailed working hours in the interface.

Cart Location
Users want the cart button on the top because the cart option is always on the top in other applications they use.

Interactive Prescription
Users want to have clickable prescription so that the user can directly shop that medicine from prescription.

Not just a user feedback but delving into the underlying reasons behind specific feedback was useful to ensure everything make sense.

Explore

Save doctor to favorite lists

Access family doctor information in one tap

Value driven content and design

After conducting a thorough analysis of the user's mental model, I recognized the importance of providing information that directly addresses user needs. To enhance usability, I implemented a feature that prominently highlights the latest appointment, allowing users to quickly scan and access relevant information. This approach exemplifies user-centered design principles and prioritizing user needs

Contact doctor’s helpdesk to know more information

Quantitative ratings for comparison

Location preference to find doctor for peers

Gender filter to find doctor for gender specific needs

Customer focused and intuitive interafce

Studying design for accessibility enabled me to prioritize features that enhance inclusivity in design. The outcome resulted in engaging interfaces that not only meet accessibility standards but also foster increased user trust and satisfaction.

Doctor Screen

User Cases

Daisy saw a strange rash on her skin

She opens DoctorSay app on her phone

She Search through categories and select skin

She surfs through the Dermatologist

She adds some doctors into Favorites to review later

She finds a dermatologist of her choice and books an online appointment

She has an online medical consultation with doctor

She gets her notified about her prescription through notifications

She reads the prescription and click on the prescribed medicines to place order

She view the medicine information and place the order

takeaways

Importance of Market research
Market research holds utmost significance for startups as it serves as the cornerstone for crafting unique products that leave a lasting impact on the market.
Benefits of Usability testing
Usability testing stands as a cornerstone in uncovering design vulnerabilities, enabling an understanding of design flaws, and facilitating the creation of intuitive user journey.

Importance of Market research
Market research holds utmost significance for startups as it serves as the cornerstone for crafting unique products that leave a lasting impact on the market.
Benefits of Usability testing
Usability testing stands as a cornerstone in uncovering design vulnerabilities, enabling an understanding of design flaws, and facilitating the creation of intuitive user journey.

Future Scope

The Tech Startups cannot be perfect. Our commitment lies in continuously iterating our designs, aligning them with evolving market trends and ever-changing user requirements, ensuring our solutions remain adaptive and user-focused.
Our dedication involves the ongoing practice of usability testing, persistently aiming to uncover and comprehend any existing loopholes within our designs, ensuring a seamless user experience.

The Tech Startups cannot be perfect. Our commitment lies in continuously iterating our designs, aligning them with evolving market trends and ever-changing user requirements, ensuring our solutions remain adaptive and user-focused.
Our dedication involves the ongoing practice of usability testing, persistently aiming to uncover and comprehend any existing loopholes within our designs, ensuring a seamless user experience.

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