CUREASSIST

ROLE

UI Designer

TEAM

UI Designers

UX Designers

DURATION

16 Weeks

PROJECT OVERVIEW

Designing the CureAssist Platform for a Seamless Telemedicine Experience

Brand:

CureAssist – A digital healthcare platform revolutionizing telemedicine in India by offering streamlined video consultations with top doctors.

Objective:

To improve the usability, accessibility, and efficiency of CureAssist’s telemedicine platform, ensuring a seamless experience for users seeking video consultations with doctors.

Key Challenges:

• Complex Appointment Booking Flow: Users struggled with scheduling and managing consultations.

• Trust & Credibility Issues: Users needed better visibility on doctor credentials and reviews.

• Poor Video Consultation Experience: Users faced technical issues such as lagging, unclear UI, and connectivity disruptions.

• Lack of Post-Consultation Support: No clear guidance on prescriptions, follow-ups, or digital records.

Scope of Work:

• Conducting user research to identify pain points in the telemedicine journey.

• Improving appointment scheduling UX for quick and hassle-free bookings.

• Enhancing doctor profiles with ratings, credentials, and specialties.

• Redesigning the video consultation interface for a smoother experience.

• Introducing post-consultation workflows for prescriptions, follow-ups, and reports.

Role & Tools:

Role: UX Designer – Led user research, wireframing, prototyping, usability testing, and UI design.

Tools Used: Figma, Miro, Google Forms (surveys), UsabilityHub, Hotjar, and Webflow.

Expected Impact:

✔ 30% faster appointment bookings with improved scheduling UX.

✔ 40% increase in completed consultations due to better video call performance.

✔ Higher trust & engagement with detailed doctor profiles and transparent reviews.

✔ Seamless post-consultation experience with clear next steps for prescriptions and follow-ups.

A health base care assistance

CureAssist is revolutionizing the way healthcare is delivered in India. We provide a simple, streamlined platform for video consultations with top doctors, enabling you to get the care you need quickly and easily.

Key Takeaways

Key Insights from the user interviews

Difficulty in finding and selecting the appropriate doctor or healthcare provider.
Lack of transparency in terms of doctor qualifications and availability.
Insufficient information about the clinic or healthcare facility.
Difficulty in canceling or rescheduling appointments.
Inability to access and manage medical records and history.
Poor user interface and navigation.
Limited access to customer support and assistance.
Inconsistent pricing and billing practices.
Insufficient options for follow-up care and monitoring.
Limited ability to receive and give feedback on the quality of care received.
Difficulty in obtaining necessary prescriptions.
Inadequate support for individuals in remote or underserved areas.

Affinity mapping

With the results of my survey and interview research analysis, I synthesized the data collected through the creation of an affinity map. This process is a great method to help me make sense of all my information when I have a lot of mixed data. After synthesizing the data, I built user personas, user journey’s, and user flows showcasing the data grouped based on identified themes, and a list of insights supported by relevant examples and presented in a logical, visually engaging way.

Key takeaways:

Ideate

Phase 4: Structure

Navigation flow

Design

Phase 5: First Skelton

Wireframes

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Surveys and Interviews

To get the project started, I began my research by formulating questions to ask people who need the advice of an expert. Our mission at Cureassist was to make healthcare more accessible, especially for individuals who live in remote areas or have mobility issues. Our platform makes booking appointments, accessing medical records, and making payments online easy. We believe everyone should have access to affordable, high-quality healthcare services, regardless of location or socioeconomic status.

Goals for Survey and Interviews

1. Understanding the most sought-after types of experts by users.

2. Identifying the methods used to locate the desired expert.

3. Determining user satisfaction with the expert they worked with.

4. Discovering preferred methods or devices for receiving expert advice.

5. When submitting a question, determining if users prioritize

receiving a quick response, having multiple expert options to choose from, or prefer to search for an expert themselves.

6. Gaining insight into the core features that users are interested in for my

product.

7. Understanding user preferences for paying for an expert's

time.

Goals for Experts

1. Determine if experts were able to fulfill the users' needs and

how.

2. Understand how experts would like to be compensated for

their time.

3. Understand how experts price their services.

4. Understand what type of platforms or methods experts

prefer to use to provide advice.

5. Understand the best way to share expert qualifications or

portfolios.

6. Determine the average response time for the services provided by experts.

7. Gain insight into any negative experiences when dealing with customers and how the experts resolved the situations.

How might we

Build a one-stop destination for all healthcare-related services and also providing comprehensive health consultancy services with an extensive range of healthcare products.

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Discovery

Phase 1 - Understanding The Platform

Our mission at cureassist is to make healthcare more accessible, especially for individuals who live in remote areas or have mobility issues. We provide a range of online services, including virtual consultations with doctors and healthcare practitioners. Our platform makes it easy to book appointments, access medical records, and make payments online. We believe that everyone should have access to affordable, high-quality healthcare services, regardless of their location or socioeconomic status.

1. Health and wellness is the most sought-after category for expert advice.

2. People often find experts through personal referrals from colleagues, friends, and family.

3. 54% of users search for experts independently, while 75% prefer to receive expert recommendations

rather than conduct their own research.

4. 66% of users prefer to receive expert advice via phone or video calls.

5. Users appreciate it when experts follow up with them after providing a service at no additional charge.

6. Virtual consultations can expedite the process of receiving help.

7. When choosing an expert, Users look for expert ratings, qualifications, reviews, pricing, location, and

measurable goals.

8. Over 70% of people continue to check Google and Yelp reviews even after receiving a referral.

Regarding incorporating Google and Yelp ratings and reviews into the app, and building trust with the ratings and reviews of an expert, I will need to research and consider incorporating these features into the app. Thank you for sharing this feedback.

Understanding The Competitors

Conducting secondary research to identify trends in the healthcare industry, understand user needs and preferences, and analyze the competitive landscape allows us to identify gaps and opportunities for our app to stand out from competitors. Conducting a competitor analysis helps us understand the features and functionalities already available.

Define

Phase 2 - Understanding The Users

User Personas

Based on the generative user research I gathered, I created three user personas that capture the essence of my target users. Meet Navya, Swapnil,Yash!

User Journey

By creating persona journey maps, I wanted to illustrate the process of how Swapnil, Navya and Yash behave, feel and what they think while accomplishing their goals to detect pain points or moments of delight

Phase 3: Understanding the Solution Areas

As identified above, there are three areas in which we can work and help make ING, a better platform for users.

The following are the various ideas I came up with for the HMW questions that were framed.

How Might We add more professional information about doctors that build trust and connection?

Trusting and sharing personal feelings with someone we don't know can be challenging, particularly in the medical field.

POSSIBLE SOLUTION: Adding professional details, such as unique identification and educational background, to their profiles can build trust between doctors and patients.

How Might We enhance symptom selection suggestions for users?

Many people struggle to articulate their symptoms and understand medical terminology, resulting in connections with the wrong healthcare professionals. POSSIBLE SOLUTION: We can integrate smart artificial intelligence to convert basic feelings or words into symptom identification, matching them with related diseases, and recommending suitable doctors.

How Might We improve the find-ability and organisation of the symptoms?

Many people struggle to articulate their symptoms and understand medical terminology, resulting in connections with the wrong healthcare professionals. POSSIBLE SOLUTION Rearranging the order of the most searched symptoms and positioning them near or at the top of the search bar will assist users in locating common options, thereby reducing cognitive load.

I designed a mid-fidelity prototype for my 3 core features and have taken my user personas through the feature build. For these feature flows, the persona has already launched the app and is engaging with the core product.

Core Features:

CureAssist - Ask questions, get recommendations, and book appointments with your CureAssist.

Search - Eliminate the time it takes to find the perfect health expert.

Video Call - Conduct health expert consultations and appointments over the phone.

Phase 6: Design

Portfolio for 2023 copy [Recovered]-23_edited.png

Socail Media

Validate

Phase 7: Testing

The testing phase is a crucial part of the UX design process, as it provides the opportunity to evaluate the user experience of the app and identify any areas for improvement. The goal of this phase was to assess the usability, functionality, and overall user satisfaction with the online doctor consultation app.

User Recruitment: A total of 8 users were recruited for testing, ranging in age from 25 to 60 years old. Participants were selected based on their prior experience with online doctor consultations, as well as their willingness to provide feedback on their experience with the app.

Test Methods: During the testing phase, participants were asked to perform a series of tasks using the app, like scheduling a consultation, and accessing their medical history. Participants were also asked to answer questions about their experience with the app, including questions about the app’s usability, functionality, and overall satisfaction. The data collected during the testing phase was analyzed using a combination of quantitative metrics, such as task completion rates and time on task, as well as qualitative feedback from the participants.

Results: The results of the testing phase indicated that the majority of participants found the app to be easy to use and effective in scheduling a consultation with a doctor. Participants reported a high level of satisfaction with the app, with a satisfaction rate of 90%. However, some participants reported that they experienced difficulties with the app’s navigation.

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