Hospital Discovery and Procedure Advisory Platform
Medwisor
Introduction
We worked with the founder of Medwisor as product design consultants, developing his broad idea into a tangible platform. Considering the numerous problems faced by patients while getting the right advice on surgical procedures and hospitals, the goal of the platform was to democratize the information available to patients and aide them in their decision making process.
Background
India has a rapidly growing medical tourism industry. In 2015, the industry was estimated to be worth US$3 billion. It is projected to grow at a CAGR of 200% by 2020, hitting $9 billion by 2020. In 2017, 495,056 patients visited India to seek medical care, most of whom were from the Middle East. To encourage applications, government has been taking steps to ease the travel process for medical tourists, such as, expanding its e-tourism VISA regime to include medical visas with a maximum duration of stay of 6 months.
With this project, we aimed to target the pain points faced by foreign patients seeking medical services within India.
Project Brief
To provide patients with a one stop solution for getting a second medical opinion on a surgery required, finding information of hospitals and booking a consultation with a surgeon.
Target Audience
Primarily, patients who are looking to get a surgery done in India. The secondary audience is patients within India who are looking to get a surgery done within another Indian city.
Design Team
1 Lead UX Designer (Myself)
1 UX/UI Designer
1 Creative Director
My Key Responsibilities
Conducting product discovery sessions
Product strategy and MVP definition
User research
Research analysis
Architecture, user flows and wireframes
Project coordination
Design handoff and UX QA
Design Tools
- Sketch
- Invision
Stakeholder Meetings
We started the project with workshops with the founder to understand his goals for the platform. Being in the industry for years and at different levels, he was key in helping us understand the internal functioning of the system and the numerous issues faced by patients. The discussions gave us clarity in how the current offline unorganized system functioned. Keeping an MVP approach in mind, we drafted the typical flows and features that would be required for the platform.
Understanding the System
Through the stakeholders discussions, we were able to get an in-depth understanding of the key players in the system, what happens behind the scenes between the agent and the hospital, and how the hospitals function at their end.
During the discovery sessions, we also discussed the needs of the patient, hospital and the platform.
Secondary Research
We looked at a few platforms in the space such as Practo, Credihealth, Medifee, My-healthconnect, Medisensehealth,
Findings
- Most of the platforms catered to connecting patients with doctors and not hospitals
- Most of the platforms were poorly designed in terms of usability and aesthetics
- Medifee which does help users connect with hospitals uses a very disconnected approach, such that trust is not built.
- None of the platforms help patients get a second medical opinion.
User Research
Goals of the User Research
Patients
- Understanding the problems faced by patients
- Validating the need for a second opinion
- Understanding the process and deciding factors when selecting a hospital
- Understanding the process followed at hospitals from when an inquiry is received till the surgery is completed
- Classification of hospitals and procedures
Research Process
We conducted informal interviews with 5 individuals who had previously gone through the process of finding a hospital in India for a procedure. For the hospitals and agents point of view, we gathered all of our information from the client/founder.
Information Architecture
After analysing all of the information we created the IA of the application ensuring that simplicity and quick navigation is maintained.
Wireframes
We designed medium fidelity wireframes for each task. We created multiple iterations of key elements such as the article cards, category navigation, etc. and weighed the pro's and cons of each approach before narrowing down to a select few.
Visual Design
During this phase, I worked closely with the Jr. UX/UI designer ensuring that the UX thought process and interaction concepts were carried forward.
Delivery
As the application was being developed in-house, we had regular discussions with our developers during the design phase to understand the feasibility of our UX/UI with respect to the deadlines agreed upon.
Post the design phase, we would have a detailed walkthrough of all screens prior to developing each user type. UI handoffs took place via Invision, and in person discussions if necessary.