The objective of the project was to understand how offline consultations can be translated into online experiences, as well as how digital products can be used as a single platform for managing diagnosis needs. The project began with a thorough examination of the healthcare industry, the system issues, and how digital transformation is infiltrating the healthcare industry, as well as its acceptance by the masses and the challenges it presents. The next step was to understand the company's product, goals, and vision. A number of methods were explored to capture customer feedback and behavioural journeys in the existing product to come up with actionable insights for future product enhancements and low-hanging fruits to solve first. During the project, primary data was collected in hospitals, by talking to people about their healthcare experiences, challenges, and pain points, and by getting doctors' perspectives on the platform's functionality. A few problems and ideas were picked up after discussing with internal stakeholders after the primary research ended. Solutions to the following problems were explored:
1. Defining user segmentation criteria and personas
2. Creating detailed consultation pages focused on diseases with the highest footfall.
3. Enhancing the Loyalty Program's communication strategy to increase awareness amongst users, therefore increasing conversions to paid users in the application.
The entire project provided a valuable learning opportunity concerning how the design process and behavioural research can be applied to the real world, enabling tangible products to be created that can add value to a person's life.
Digital, Experience, Healthcare, Interface, SDM