Resume

DoctorSay

CRM system to bridge the gap between patients and clinicians.

Solution

This is a patient management platform designed for patients and clinicians that connect global patients with their family clinicians.

Context

2M immigrants and their native families who are facing chronic diseases are unable access medical treatment at the right time.

how might we

Seamlessly connect global patients with their doctors from home country?

My role

Delivered end-to-end user experience.
Collaborated cross-functionally with the team for seamless implementation.

Team

Product Designer (me)
Product Owner (CEO)
UI Developer

impact

Patients onboarded

$145K

Saved per employee annually

98%

User satisfaction

60%

Increased user adoption

Efficiency in data visualization

Patients from anywhere

Doctors from India

Mobile application for patients

Connect with your family doctor

Store medical reports

Order doctor-prescribed medicines

Repeat appointments for follow up

SaaS application for clinicians

View appointment schedule and analytics

Analyze patient data without glancing the paper based reports

Data Driven

Efficient

Intuitive

Accessible

roadmap

I was the only designer in the team and was leading the design process. I worked alongside CEO, who was a Product Owner to align my ideas with business goals.

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.

The Challenges faced

Multiple platforms

There were multiple platforms in the ecosystem. Consistency in mobile app and SaaS application was crucial.

Overcoming the challenge

Maintaining scalable design systems
Creating design patterns

User adoption

Only appointment booking system was not enough. Increasing the reach by having more and more users was critical.

Overcoming the challenge

Create and understand complex user flows
Create diverse features

Current scenario

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.

Understanding users

Suffering through chronic diseases

Managing family from long distance

Regularly do medical checkups

Understanding users

"Yet! We are loosing our patients.

-Clinical doctor from Pune, India

Cultural analysis

The global migration trend
This 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.

Declined Follow-ups
Individuals are often skipping follow-ups with doctors, potentially risking their well-being due to delayed healthcare interventions.

Cultural analysis

Target users

Immigrants

Old age natives

Joint families

understanding the competitors

By analyzing competitors, we wanted to gain insights into the technological advancements.

Understanding the market was helpful in formulating an effective product strategy.

Understanding users

Market gap

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

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

Managing medical report

There is no system to co-ordinate for the stakeholders working in the same hospital. e.g. medical lab assistance, medicine provider, and the clinician.

Who are our users?

"One of the reasons to fly back home every year is to get that medical consultation to check my thyroid levels."

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.

-Immigrant chronic patient

"Patients come with incomplete lab reports which causes delays in getting relevant consultations from our clinicians".

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.

-Clinic Assistant

"Most of the time during the appointment is spent comparing the old and new reports of the patient."

-Clinician

"We manually have to send patient reports to patient and their doctor. This cannot get more tedious."

-Pathology lab representative

Expert interviews with clinician and lab assistant proved instrumental in identifying communication gaps between patients and healthcare professionals.

Patient problems

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.

user journey for patients

Current scenario (without DoctorSay)

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

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.

Long process

OPPORTUNITY

Provide laboratory information in the app

Help user to reduce stress

Find medicines with strange names

Gaps in the eco systems

Analyzing medical history
Patients coming with incomplete documentation of blood tests.

Analyzing medical history
Patients coming with incomplete documentation of blood tests.

Patient retention
Patients skip follow-ups due to lack of time and commute

Patient retention
Patients skip follow-ups due to lack of time and commute

Opportunity

Patients coming with incomplete documentation of blood tests.

Opportunity

Automating report creation by reducing manual effort

Opportunity

Providing seamless online consultations

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.

how might we

Make patient data accessible for clinicians?

Task flow

Patient

Clinician

Prescription

Lab assistant

Blood test reports

Pharmacy

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

Store all medical data, reports, and prescriptions

Book appointments from anywhere.

Have online medical consultation through app

Find local doctors and labs

Online pharmacy store

Patient 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

We updated the fidelity based on feedback

patient mobile app

SaaS application for clinicians and lab assistant

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.

Usability Testing

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.

Usability Testing

Interactive Prescription

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

Usability Testing

First phase of usability testing with clinicians didn't do well. We had to pivot continuously to fulfil both business needs and the clinician needs.

Dashboard for doctors

Online consultation

Patient data

Update lab reports

Explore

Save doctor to favorite lists

Access family doctor information in one tap

Cohesive 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

Intuitive features for all

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

Generative user 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.
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.

Generative user 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.
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.

Click to copy

Waiting for a team to call home…

Download Resume

For Networking

For more Projects

Behance

For Cool Contet

Instagram

Made with tears and breakdowns learnings and ambitions.

Introduction

Research

Solution

Contact

DoctorSay

CRM system to bridge the gap between patients and clinicians.

CRM system to bridge the gap between patients and clinicians.

Solution

Solution

Context

Context

how might we

how might we

My role

My role

Team

Team

impact

impact

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

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

The Challenges faced

Current scenario

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.

Understanding users

Understanding users

-Clinical doctor from Pune, India

Cultural analysis

The global migration trend This 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.

Declined Follow-upsIndividuals are often skipping follow-ups with doctors, potentially risking their well-being due to delayed healthcare interventions.

Cultural analysis

understanding the competitors

By analyzing competitors, we wanted to gain insights into the technological advancements.

Understanding the market was helpful in formulating an effective product strategy.

Understanding users

Market gap

Who are our users?

Expert interviews with clinician and lab assistant proved instrumental in identifying communication gaps between patients and healthcare professionals.

Expert interviews with clinician and lab assistant proved instrumental in identifying communication gaps between patients and healthcare professionals.

Gaps in the eco systems

how might we

Make patient data accessible for clinicians?

Task flow

What we achieved so far

branding

prototyping

patient mobile app

SaaS application for clinicians and lab assistant

Usability Testing

Usability Testing

iterations

Usability Testing

Usability Testing