TCare
UI/UX Design
The Product
TCare is a healthcare platform that links users to providers such as physicians, clinics, and hospitals. TCare offers a platform that assists users with all of their healthcare needs, from finding a healthcare provider to booking an appointment, online doctor consultation, getting their tests done, and even ordering medications. TCare Target consumers include somebody suffering from a sickness or a healthcare freak who sees a doctor once or twice a month.
Problem
It is estimated that 70% of India's population has trouble locating a decent doctor, and rural India has a dearth of health services. To make an appointment or meet with a doctor, they often travel hundreds of miles.
It is estimated that 70% of India's population has trouble locating a decent doctor, and rural India has a dearth of health services. To make an appointment or meet with a doctor, they often travel hundreds of miles.
Role
UX designer leading the app and responsive website design from conception to delivery
Solution
Create an app that allows consumers to quickly interact with doctors by allowing them to make an online appointment or consult with them online. This will help them save time and effort.
Responsibilities
Conducting interviews, paper and digital wireframing, low and high-fidelity prototyping, conducting usability studies, accounting for accessibility, iterating on designs, determining information architecture, and responsive design.
Tools
Duration:
Figma, Adobe Illustrator, Adobe Photoshop, Figma
3 December 2021 to 25 Jan 2022
Design Process:
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Empathize
Define
Ideate
Prototype
Testing
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Understanding The User:
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User Research
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Personas
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Problem Statements
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User Journey Maps
Research Goals
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Determine current healthcare services.
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Determine users’ frustrations/motivations/needs/goals.
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Determine people’s motivation to go to the healthcare professional.
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Determine people's motivation to take health care services online.
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Identify the demographics of healthcare services.
Market Research
I began the project by conducting market research to have a better understanding of healthcare services. For further information, I gathered key themes from a collection of facts and statistics linked to the research goals/topic:
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Demographics - The majority of clients are busy health enthusiasts working with people who reside in areas with fewer healthcare services and people who suffer from any health problem (ages 20 to 70), and who are unable to visit a doctor on regular basis.
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However, in terms of raw numbers, people in their 40s account for the majority of those who have poor healthcare and visit the doctor twice a month, closely followed by those in their 50s and 60s.
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People in their 20’s and 30’s see the doctor once every two months, whether they are health enthusiasts or suffer from an illness.
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When asked how they connect with physicians and schedule appointments, 90% stated they go to a hospital or clinic to seek an appointment or meet with a doctor.
Summary
TCare is a healthcare platform that links users to providers such as physicians, clinics, and hospitals. TCare offers a platform that assists users with all of their healthcare needs, from finding a healthcare provider to booking an appointment, online doctor consultation, getting their tests done, and even ordering medications. TCare Target consumers include somebody suffering from a sickness or a healthcare freak who sees a doctor once or twice a month.
Interview
I conducted interviews with five different interview participants to help me understand more about the customers and obtain insight into their experiences while visiting or arranging an appointment with a healthcare practitioner. I questioned respondents about their experiences visiting hospitals or clinics and meeting with doctors, as well as what critical aspects they attributed to their encounters.
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How many times in a month do they visit healthcare professionals and why?
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How do you schedule a meeting with them? Do you go to the hospital or clinic, or do you phone them?
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Tell me about your hospital or clinic visits and how you felt about them.
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What difficulties have you encountered when visiting the hospital? Is it simple or difficult?
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One aspect of the healthcare visitation procedure that you would like to modify.
Empathy Map
After conducting the interviews, I took the transcripts of the interview and transferred it to post-its, and organized into thinking/feeling, doing/saying, hearing, seeing, pain, and gain categories that form my empathy map.
Pain Points
Time
Users devote significant time as the whole process is time-consuming.
Travel
Users must drive vast distances because there are no clinics in their near area.
In the clinic, users wait for their appointments to be called.
Waiting
User Persona
Based on gathered research, combined with insights from an empathy map, I created a persona that represents TCare audience segment.
User Journey Map
Mapping Rita’s user journey revealed how helpful it would be for user to have access to dedicated TCare app.
Mapping Neeraj's user journey revealed how helpful it would be for users to have access to a dedicated TCare app.
Problem Statement:
"Rita is a busy software engineer who needs to easily make an appointment and connect with the doctor on time because she wants to manage other work while also taking care of her health."
"Neeraj is a retired army officer who needs to consult with a doctor without having to drive far because he has knee problems and doesn’t want to waste time traveling and waiting to be summoned."
Competitive Audit
To obtain knowledge of how these organizations affect their clients, I examined the numerous online healthcare services sites that provide healthcare services online based on their strengths and flaws.
Ideation:
I did a quick ideation exercise to come up with ideas for how to address gaps identified in the competitive audit. My focus was specifically on book appointments and online consultations with a healthcare specialist.
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Starting The Design
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Paper Wireframes
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Digital Wireframes
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Low-Fidelity Prototype
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Usability Studies
Paper Wireframes
Following that, I drew paper wireframes for each screen in my app, keeping in mind the customer pain points regarding online appointment booking, and consulting with doctor flow. The home screen paper wireframe alternatives to the right are concerned with maximizing the user's customizing and surfing experience.
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Stars were used to mark the elements of each sketch that would be used in the initial digital wireframes.
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Refined paper wireframe
Digital Wireframes
After ideating and drafting some paper wireframes, I created the initial designs for the TCare app. These designs focused on booking appointment and online consultation with doctors.
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Low-Fidelity Prototype
To prepare for usability testing, I created a low-fidelity prototype that connected the user flow of Booking an appointment.
Usability Study: Parameters
Moderated Usability Study
Study Type:
India, Remote
Location:
5 participants
Participants:
20-30 minutes
Length:
Usability Study: Findings
I conducted two rounds of usability studies. Findings from the first study helped guide the designs from wireframes to mockups. The second study used a high-fidelity prototype and revealed what aspects of the mockups needed refining.
Round 1 Findings
Round 2 Findings
Users want the bottom Nav button for better and clearer clues.
Users need better options to choose specialists based on their symptoms.
Users need a search bar to search doctor and clinic of their choice
Users need the option of video consultation to connect with the doctor.
Users need to have a button after selecting the date and time to get more time to decide.
Users want to be able to pay at the clinic
Refining The Design
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Mockups
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High-fidelity Prototype
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Usability Studies
Mockups
I implemented design enhancements based on usability test results, such as incorporating a bottom navigation bar, so consumers have a better understanding that they may make an appointment by clicking the appointment button or icons in the bottom nav bar.
Additional design changes included adding a search bar to search nearest doctor and clinic of users choice and wants.
Additional design adjustments included introducing the option to pay at the clinic since many users preferred to do so.
Mockups
High-Fidelity Prototype
The high-fidelity prototype followed the same user flow as the low-fidelity prototype, including design changes made after the usability study.
View the TCare high-fidelity prototype
Accessibility Considerations
Used detailed
imagery for specialists and Symptoms to
help all users
better understand
the designs.
Clear labels for interactive elements that can be read by screen readers.
Used icons to
help make
navigation easier.
Responsive Design
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Digital Wireframes
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Information Architecture
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Responsive design
Sitemap
With the app designs completed, I started work on designing the responsive website. I used the TCare sitemap to guide the organizational structure of each screen’s design to ensure a cohesive and consistent experience across devices.
Responsive Designs
The designs for screen size variation included mobile, tablet, and desktop. I optimized the designs to fit specific user needs of each device and screen size.
Mobile Screen
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Going Forward:
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Takeaways
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Next Steps
Takeaways
Impact
Users stated that the app made it simple for them to contact with healthcare professionals, which appears to be something that might aid in the development of a platform between users and physicians. According to one peer reviewer, "the TCare saves a lot of time and effort now that there is no need to go far and stand in line to arrange an appointment or wait for his number to be called."
What I learned:
I learned that even though the problem I was trying to solve was a big one, diligently going through each step of the design process and aligning with specific user needs helped me come up with solutions that were both feasible and useful.
Next Steps
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Conduct research on how successful the app is in reaching the goal to easily connect with healthcare specialists.
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Conduct more user research to determine any new areas of need.
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Add more educational tools to help consumers learn about their health and illness awareness.
Let’s Connect!
Thank you for your time reviewing my work on The Florist app! If you’d like to
see more or get in touch, my contact information is provided below.
Email: sonalikanandan30@gmail.com