Overview

Dr. Reddy is a consultant cardiologist in Kolkata with over 15 years of experience in his field. They were looking for a trendy mobile app to automate the clinic process. They wanted a mobile app with features which could allow patients to make an appointment, check doctor’s arrival status and consult online. They were after an app which is super easy to use and has excellent user experience.

My Role

I worked as a solo UX designer and took care of entire UX work & the techniques I used are:

  • User Research
  • Low fidelity prototype
  • Information Architecture
  • High Fidelity Design
  • Collaboration with Developers
A new mobile app design for a doctor and patient

The Goal

Great UX design for easy appointment process and online consultancy

A UX design which automates appointment process and reduces physical or on call appointment. Transparency on doctor's availability time and easy online consultancy.

  • Provide doctor's actual arrival time
  • Make appointment/cancellation process simple and easy
  • Minimize doctor's visit through online consultation for showing reports etc
  • Super easy and fun application design

UX Challenges

Keeping it simple while staying feature-rich

  • A simple design which users can understand on their own
  • Easy appointment process
  • Automate the process and minimize interaction with staff

Solutions:

The toughest thing to do is to create something simple yet beautiful. I did user research and competitor study. Did paper sketching, created low fidelity wireframes and after lots of iteration, created the high fidelity design.

I followed Material design guidelines and minimalist design approach (less is more), where I did not have to show everything, instead focused on showing enough. That made the design simple yet beautiful.

Brainstorming
Brainstorming
Journey Map
Journey Map
Information Architecture
Information Architecture
Customer Interview
Customer Interview
Low Fidelity Prototype
Low Fidelity Prototype
High Fidelity Design
High Fidelity Design

The research phase involves thinking about the business problem that your product will solve and conducting research to gain insights from potential users.

I started the design process with the research phase by physically visiting the clinic. The key principle for all UX projects is that you must ensure that you involve users in the design process in some way. User involvement improves the output of the project to a greater extent. Therefore, I spoke to patients and visitors to understand the pain points that they face.

The second step was to do competitor study and I found few similar apps and collected the best features from them.

After some brainstorming, I created some paper sketching, then jumped to Axure RP to create a user journey map and low fidelity prototype. Further I did usability testing and after a lots of iteration, I opened Photoshop to craft the visual design.

If a picture is worth a thousand words, a prototype is worth a thousand meetings.

David & Tom Kelley

User flows lay out the user’s movement through the product, mapping out each and every step the user takes—from entry point right through to the final interaction. Wireframes help convey the layout and design on each individual page, but lack the ability to communicate the page-to-page flow of heavily dynamic interfaces. I created Wireflow which is a combination of wireframes and flowcharts. This helped me understand and anticipate the cognitive patterns of users in order to craft the UX design.

A new mobile app design for a doctor and patient

Visual Design

Crafting beautiful and usable design

A good design increases usability, provokes emotion and delight and strengthen brand perception.

After the low fidelity wireframe design, I went ahead with visual design phase. The target was to craft a visually pleasing design which is balanced and have enough contrast for visually dissimilar elements. In addition, the design should have a good visual hierarchy which guides users eye on the page so that it attends to different design elements in the order of their importance.

Making Appointment

Patients can see available date and time slot and choose their convenient time to make an appointment. They can cancel the appointment any time they want.

UX Design Case Study
UX Design Case Study UX Design Case Study UX Design Case Study
UX Design Case Study
UX Design Case Study UX Design Case Study

Doctor status and confirm presence

Patients can check if doctor is on time or late and they are required to confirm their presence 3 hrs before the doctor appointment.

In Clinic – All transparent

Patients can check:

  • Current Patient number the doctor is consulting
  • How long they need to wait for their turn
  • If the listed patients are absent or present
  • They also get a notification to get ready for their turn
UX Design Case Study
UX Design Case Study UX Design Case Study
UX Design Case Study
UX Design Case Study UX Design Case Study

Consult doctor online

Patients can download prescription, contact doctor, show their report and send a message to doctor.

Learnings

Outcomes and Lessons

When to collect feedback from client

Sometimes, clients don't know what exactly they are looking for. To get the direction, we should come up with the design draft without putting in lots of effort and collect client's feedback to know whether we are on the right track. So, it is better to collect the feedback sooner or you could waste your valuable time.

Presenting multiple design options to client

Although providing multiple design option is good to show the client the effort you have made, but it just doesn’t make much sense. It’s like leaving it up to the client and letting them make the final decision. The client hired you, an UX expert, to design a solution to a problem that they’re currently having. Sometimes they need to be educated on why one approach is better than the other.

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