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DoctorSay

CRM system to bridge the gap between patients and clinicians.

CRM system to bridge the gap between patients and clinicians.

Solution

Solution

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

Context

Context

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

how might we

how might we

Make patient medical data accessible for clinicians?

My role

My role

  • Delivered end-to-end user experience.

  • Collaborated with product managers and engineers for seamless implementation.

Team

Team

  • Product Designer (me)

  • Product Owner (CEO)

  • UI Developer

impact

impact

98%

User satisfaction

45K+

Customers

3X

Efficiency in data visualization

2M

Patients anticipated

$145K

Saved per employee annually

Patients from anywhere

Doctors from India

Connect with your family doctor

Connect with your family doctor

Store medical reports

Store medical reports

Order doctor-prescribed medicines

Order doctor-prescribed medicines

Repeat appointments for follow up

Repeat appointments for follow up

Innovative

Strategy

Enhanced Team

Efficiency

Enhanced Team

Efficiency

Seamless Interface

Design

Seamless Interface

Design

Improved Accessibility

for Users

Improved Accessibility

for Users

roadmap

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.

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

Literature Review

To understand cultural trends

To understand cultural trends and current scenario

Market Research

Market Research

To understand market gaps and competitors

To understand market gaps and competitors

User Research

User Research

To analyze user patterns and user needs

To analyze user patterns and user needs

MVP & Critiques

MVP & Critiques

To translate the research into innovative product

To translate the research into innovative product

Usability Testing

Usability Testing

To Iterate design and making a seamless flow

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.

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

The Challenges faced

  1. 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

  1. 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

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

Target users

Immigrants

Immigrants

Old age natives

Old age natives

Joint families

Joint families

Why do we need this product?

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

94

94

%

%

Suffering through chronic diseses

Suffering through chronic diseses

85

85

%

%

Managing family from long distance

Managing family from long distance

14

14

%

%

Regularly do regular checkups

Regularly do regular checkups

Understanding users

"Yet! We are loosing our patients.

"Yet! We are loosing our patients.

-Clinical doctor from Pune, India

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

  1. Family Doctors

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

  1. Family Doctors

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

  1. 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

-Immigrant chronic patient

"We can only provide clinician prescribed medicines to the patients".

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.

-Pharmacy owner

-Pharmacy owner

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

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

-Clinician

-Clinician

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

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

-Pathology lab representative

-Pathology lab representative

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.

Patient problems

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.

clinician pain points

  • Unorganized medical data

    Patients coming with incomplete documentation of blood tests.

  • Unorganized medical data

    Patients coming with incomplete documentation of blood tests.

  • Patient retention

    Patients do their first consultation and never show up for follow-ups.

Problem based insights

Problem based insights

Problem based insights

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


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

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


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

Solution Based Insights

Solution Based Insights

Solution Based Insights

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


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

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


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

how might we

Provide critical information such as medical reports to clinicians without patient intervention?

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

Store all medical data, reports, and prescriptions

Book appointments from anywhere.

Book appointments from anywhere.

Have online medical consultation through app

Have online medical consultation through app

Find local doctors and labs

Find local doctors and labs

Online pharmacy store

Online pharmacy store

Patient jobs flow

Sign up

Find Doctor

View Doctor’s information

Book Appointment

Show up

Get Prescription

Order medicines online

Experience

Ratings

Availability

Filters

Search

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?’

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?’

D

prototyping

Paper Sketches + Low fidelity + Style guides

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 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

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

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.

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.

I employed a Rainbow spreadsheet methodology to systematically collect usability testing data, utilizing surveys to share screens.

Usability Testing

iterations

Findings + Design Critiques + Redesgning

Findings + Design Critiques + Redesgning

  1. 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.

  1. 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

  1. Interactive Prescription

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

Usability Testing

Usability Testing

Explore

Save doctor to favorite lists

Access family doctor information in one tap

Cohesive design

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

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

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.

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

Doctor Screen

User Cases

User Cases

Daisy saw a strange rash on her skin

Daisy saw a strange rash on her skin

She opens DoctorSay app on her phone

She opens DoctorSay app on her phone

She search through categories and select skin

She search through categories and select skin

She surfs through the Dermatologist

She surfs through the Dermatologist

She adds some doctors into Favorites to review later

She adds some doctors into Favorites to review later

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

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

She has an online medical consultation with doctor

She has an online medical consultation with doctor

She gets her notified about her prescription through notifications

She gets her notified about her prescription through notifications

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

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

She view the medicine information and place the order

She view the medicine information and place the order

takeaways

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

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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Waiting for a team to call home…

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Made with tears and breakdowns learnings and ambitions.

Made with tears and breakdowns learnings and ambitions.

Made with tears and breakdowns learnings and ambitions.

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