Business requirements
- Create a digital solution for patients(users) for taking appointments with doctors.
- Create a digital solution for clinic administrator for managing the appointments efficiently.
- Create a digital solution for doctors for managing appointments as well as for keeping records of medical (patients’ and treatment related) data efficiently.
- Create a digital solution which will be compatible to different devices such as computer and handheld devices.
Stakeholders
- Product Manager from solution provider company.
- Patients
- Clinic Administrator
- Doctors
Assumptions
Patients
Motivations:
- Easy and effective scheduling his/her free time
- Avoidance of getting lost in the maze of public healthcare and its inbuilt delays
Specialty:
- Filter available appointments and doctors as per specialty
- Typically seeks dentist/ gynecologists/ dermatologists in private clinics
Ratings:
- Views ratings of both doctor and the clinic
- Checks who rated or referred the doctor
- First considers referrals from friends and family
Timing:
- Checks available slots for the appointment
- Books appointment quickly
- Checks the usual time and process for the examination
- Sets reminders and saves appointment in the calendar
Price:
- Shows appointment fees and other charges
- Collects info about payment options(cash, card, wallet, etc.)
Location:
- Checks clinic is modern and friendly
- Sorts based on distance. Nearest at top, fastest at bottom
- Checks available transport options – App cab, # of buses, etc.
- Shows Google Map reference
Clinic admin
Motivations:
- Easy and effective management of appointments
- Efficient handling of patients’ data and tracking status of appointments
Specialty:
- Filter taken appointments and available doctors as per specialty
Doctors:
- Views details of individual doctors
- Checks doctors based on appointments
Timing:
- Checks available slots for the appointment
- Checks slots for which appointments are taken
Status:
- Checks if the appointment is cancelled by either of doctor or patient
- Checks the live status of the appointments
Price:
- Checks if the fees is already been paid
- Collects info about payment mode(cash, card, wallet, etc.)
Doctor
Motivations:
- Efficient handling of patients’ data and tracking status of appointments
Timing:
- Checks available slots for the appointment
- Checks slots for which appointments are taken
Status:
- Checks if the appointment is cancelled by either of patient or clinic admin
- Checks the live status of the appointments
Advice & Treatment:
- Updates with information for recommended treatment and advices
Patient’s persona
Mr. Satyajit Malakar
Mid level Exec. in a MNC, 32 yrs, Bangalore
“I hate being kept waiting.”
Goal
Get quality treatment easily in a timely
manner, without disrupting his daily
schedule
Enjoys:
- Efficiency of digital solutions
- Control over his spend
- Easily collecting trustworthy evidence for making quick but good decisions.
- Engaging with trustworthy services
Frustrations:
- Not getting value-add for paid services
- Not getting options to choose from
- Increased effort for work life balance
- Delays and waiting lists
Context
He works 10 hours a day. He can
flexibly arrange his working hours,
but he is cautious with his private
commitments. He tracks all his
appointments in his calendar that he
maintains on his mobile.
He trusts his doctor (who is a doctor
of general medicine), but for non
urgent issues or standard
examinations he prefers private
clinics. He relies on friend’s or
family’s referrals, but briefly double
checks the doctor’s profile and
charges online too. He can afford the
average fees of private clinics, but
checks the value he gets in return.
He tracks all his appointments in his
calendar which he maintains on his
mobile.
Admin’s persona
Ms. Mallika Chhetri
Receptionist and Frontend Office Admin in a well known clinic, 28 yrs, Bangalore
“It is really tough to inform everyone individually if doctors cancel the appointments.”
Goal
View and Manage appointments, Status
of appointments and medical records
easily and efficiently.
Enjoys:
- Centralized digital solutions
- Getting things done timely
- Growing the business as well as reputation of the business
- Making the workflow more compact and paperless
Frustrations:
- Overtime
- Reproach from patients
- Following up unnecessary
- Losing business
- Increased effort for work life balance
Context
She works in the clinic for entire
day(8 hours). She gets the
appointment requests by phone and
emails. Then she maintains the
records in an excel sheet in
computer. She confirms the requests
by checking this excel sheet.
Sometimes some patients walk in
and ask for instant appointment. She
checks the status of other
appointments and confirms.
Patients generally request for
appointments of specific doctors or
at least a specific specialty. But,
sometimes if they are not sure,
Mallika listens to their
issues(symptoms) and based on her
experience she suggests specialty
and doctor.
Mallika follow ups with the patients
and remind them about their
upcoming appointments. She
informs the patients in case any
appointment is cancelled.
Physician’s persona
Dr. Asutosh Goyal
General Physician in several hospital and one clinic, 32 yrs, Bangalore
“Keeping records of medical history manually is always pain”
Goal
Manage and get access of patients’ records quickly and correctly. Also, check the appointments and manage them.
Enjoys:
- Promoting his services
- Creating a goodwill of his consulting
- Testimonials from his patients
- On time notifications for any changes in appointment status
Frustrations:
- Delay in updating of appointment status
- Negative remarks from patients
- Hand written prescriptions
- Waiting for patients
Context
Dr. Goyal attends almost 75
appointments in a day. He works in a
hospital to attend admitted patients
as well as outdoor patients. Rest of
his time in day, he works in a clinic.
He comes to know about the list of
patients once he logs in for his work
in the hospital. For clinic he gets
SMS updates about number of
appointments. He doesn’t get any
update if some appointment is
cancelled.
From his earlier days of practicing,
he is very much concerned about his
goodwill. He requests patients to fill
up a manual feedback form to
provide their feedback.
Dr. Goyal never rejects a patient if
they seek his help even though it is
out of his regular hours.
User Journey of Satyajit (the patient)
For the purpose of this case study, I have developed the user journey specifically for patients. The journeys for administrators and doctors have not been considered.
| General check-up or illness check | Book appointment | Follow-up & preparation | Post appointment | |
|---|---|---|---|---|
| Goal | Quick examination or recovery | Book a slot easily and fit in busy schedule | Get to the appointment without delay | Get results or treatment |
| Experience |   |  |  |    |
| Touchpoints | In person, Mobile, Computer, Landline | In person, Mobile, Computer, Landline | Mobile, Computer | In person, Mobile, Computer, Landline |
| Current options | Make decisions whether to – Visit general practitioner, Visit a known private clinic, Find new doctor online or ask for friends’ advice | Inquiry over phone Online registration if available Parallel check of own diary Admin in online calendar or notebook Wait in queue at general practitioner’s clinic if booking fails | Follow up the appointment in calendar (ad hoc or regular) Check location, use route planner Check payment option | Results and medical advice published immediately or request results over phone later Book follow up appointment Getting updates on bills. Start treatment if needed Store paperwork |
| Proposed app features | List previously saved doctor’s availability Diverse search options (doctor’s name, location, free slots, specialty, ratings, charges) Social network account login for friend’s’ review | Detailed time filter on e.g. morning and afternoon slots Sync with calendar Confirmation of successful booking in-app and email. | Custom in-app reminders and push notification Calendar reminders Summary view of key info(location, payment) | Automatic archive of appointment Add rating and review Like and save doctor’s profile for recurring visits |
Information architecture (patients’ app)
Wireframes (patients’ app in mobile)
Wireframes (patients’ app in desktop)
Visual Design
Concept design – mobile
Concept design – desktop
Thank you