Note- this was part of a hiring assignment that I completed in 1 day

🔍 Let’s look at the user journey on Practo,

what are they missing?

I have used Practo as the benchmark because it’s the most popular with 10M+ downloads

👂🏼I also did a quick interview & usability testing of Practo

because everything until now were observations from my tiny tiny brain. I came to the conclusion:

• Make the interface similar to other apps commonly used apps (Jakob’s law) | | Finding a doctor | Understanding medical jargon, choosing the right specialist, fear of making a mistake during the booking process. | - Simple language

• Easy **search and filter options

• preview of reviews** | | Scheduling | Fear of forgetting appointment details & missing the appointment. | - Share appointment with a loved one*

• Visual and auditory confirmation

• Option to set reminders through preferred communication channels (SMS, call, email, or app notifications)

• Information for what to expect during the appointment | | Going to appointment | Difficulty navigating to the medical facility, fear of getting lost. | - Integration with maps for easy navigation and sharing | | Post-appointment | Frustration of not being able to provide feedback or share concerns, uncertainty about the next steps | - Feedback form

• Follow-up reminders explaining the post-appointment procedures and next steps | | | Difficulty accessing and understanding medical records, fear of losing important information. | - Secure digital access to medical records within the app

• Easy to understand and share visualizations/explanations | | | Keeping track of past appointments and upcoming schedules. | - organized history of past & upcoming appointments |

*Persona1 🏠 Familial context in Indian healthcare

Hasn’t been paid attention to. But why is it important?

• Age groups of 0-22 & 60+ make up ~45% of the population in India.
• Both these age groups are often accompanied by someone else.
• Going for appointments alone can be scary and medical jargon can be confusing. There is so much to take care of, even after the appointment is done. Sharing this information with your loved ones is necessary and hence should be made easy.
• Since medical issues are more important than others it also calls for a customisable notification system; perhaps an app notification is enough for me but what about someone older? They would prefer being given a call.

💡Ideating, Wireframes