The task flows helped me determine the time taken to perform various tasks.Īfter determining the pain points and key areas that need improvement, I made necessary changes to the task flow to incorporate the insights from my research.īased on the updated task flow, I designed low-fidelity prototypes. I mapped out the task flow of their existing application to further understand the functionality and pain points.Ensure the efficiency of the system to save time for both customer and the agent.The app had to ensure ease of use for agents while handling the data on a call or face to face with the customer.Design categorically organized modules to record/edit customer information.I tried to understand their key features and categorized the customer feedback into good and bad. I shortlisted three popular apps and analyzed them to understand their strengths and weakness. There is an influx of growth in the digital health care sector of India.

Interactions with the doctors/medical expert helped me understand the diagnostic process, which includes the documentation of the diagnosis, managing and tracking the medical history, handling and analyzing the lab reports, etc., It also made me realize the role of other factors like age group, family, etc., It helped me understand the factors involved while choosing medical facilities like hospitals/doctors, labs, and pharmacies. Interviewing users/patients gave me insights into the behavioral patterns while seeking medical help. I started by identifying the stakeholders associated with a patient's journey in the health care industry. I also held discussions with our developers to get their insights on the improvements we could bring to the updated design. These interactions gave me insights into their workflows and behavioral journeys while handling these requests.

Research: As a part of my research, I conducted extensive discussions with agents to understand how they handle diverse sets of customer requests and the challenges they come across while addressing them.

Provide seamless interaction with doctors and other healthcare professionals.

Allow family members to manage and organize hospital visits or other healthcare services.

Provide a platform to connect with doctors, book diagnostic tests, access/store health records, order medicines, and health tracking.

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