Cytopot's goal is to deliver standardized global health care at a cost-effective price. In India as the country's popular health sector is facing numerous issues due to the high ratio of doctors and patients. So that patients wait in long lineups for several hours/ wait several days to get the appointment close to the doctor and due to increased patient load and doctors face numerous problems to solve the cause.

Overview

Cytopot's goal is to deliver standardized global health care at a cost-effective price. In India as the country's popular health sector is facing numerous issues due to the high ratio of doctors and patients. So that patients wait in long lineups for several hours/ wait several days to get the appointment close to the doctor and due to increased patient load and doctors face numerous problems to solve the cause.
The vision is to create a digital health care ecosystem that makes it easy for patients and physicians/health care providers to do their jobs/requirements. This will create a standard in the health care industry that will allow patients to obtain consistent and cost-effective health services.

My role

I led the Product Design - User Experience (UX) and User Interface (UI) - of this project. I also receive constructive feedback from others two fellow designers in order to improve and get other perspectives about what I was designing.

The challenge

Your primary care doctor focuses on holistic health care, meaning he or she is trained in treating a little bit of everything and coordinates patient health care in one central location. With a primary care doctor, you only need to make one appointment to discuss a variety of health issues you might be experiencing, whether physical, emotional or mental.

I choose creating an app with health experts because I have come to realise that most people don't love talking to strangers, especially about their health care needs and concerns. In Cytopot, the user goes through choosing a trusted primary care doctor, scheduling regular appointments with a doctor to discuss their concerns and overall health. Asides these features, the users can order for their prescription and also read from various health articles.

Understanding the Problem

Problem Statement

Whilst we're all staying at home as much as possible during the pandemic, we still need to fulfil our basic needs. Many people still require medications or need to get medical support for something other than COVID-19.

Proposed solution

To provide better healthcare access in such times, a complete application with a combination of certain important features will be needed. These features will enable users book appointments with health experts, buy prescribed medications with the possibility of uploading the digital presciption sent by an health expert, and read health-related articles and write-ups pertaining health solutions and up-to-date health news.

The Process

The first step of the design process involved user interviews and desk research to understand how competitors and users behave. I believe it’s important to get this information early on in the process, before having an idea or prototyping.

After analysing this insights, I began to conceptualize the solution, focusing on user flows and wireframe to give me a way to iterate faster through ideas. From this, I went to the production mode, designing the interface considering design principles such as contrast, hierarchy and feedback; brand attributes; user interactions, and the imagistic universe presented as briefing by the case.

Once the interface was ready, I took feedback from two other fellow designers in order to understand the experience gaps. Validation, although part of my usual design process, would be a post-conceptualization and interface step and won’t be discussed in depth in this case

Competitive Ananlysis

S.W.O.T analysis

To understand the market and competitors and to also get a big picture of how DocMedic should position itself against competitors, i carried out an analysis of two similar apps. This provided insights about each competitor's strengths, weaknessess, opportunities and threats.

Strengths

• User friendly user interface
• Addition of extra features eg. Mood check
• Lower price rate for consultation.
• Doctors can create their profile at practo.com at free of cost
• Innovative products / Services
• Excellent customer rapport building by S/W team
• Team works in an innovative manner

Opportunities

  • Should run social media ads
  • Homepage should include more colours and contents.
  • Bottom nav. icons should be labelled.
  • collaborate with more hospitals and service providers
  • By filtering requirement's can provide more services
  • People are becoming internet savvy

Weaknesses

  • No social media ads
  • Homepage doesn't have enough contents.
  • Bottom nav. icons should be labelled.
  • Bottom nav. icons aren't labelled in the mobile app.
  • Lack of awareness
  • Services not present in all cities
  • Privacy constraints
  • Technology constraints
  • No keywords in google

Threats

  • Apps like NetMeds or 1mg might be a threat.
  • Bad first impression due to lack of contents on homepage.
  • Technological advancements

Strengths

  • Strengths Increasing Internet technology
  • Increase use of m-health solution
  • Ease of payment condition
  • Reduced Mobile data tariff

Opportunities

  • Opportunities High rise in pharmaceutical market from $20 billion dollar to $35 billion dollar
  • Multiple offering with drug sale like Lab consultation, gadget sale
  • Increase in lifestyle disease like diabetes and cardiovascular disorders

Weaknesses

  • Problem of Fake drugs
  • Non trained pharmacist
  • Sale of Drugs without prescription
  • Improper storage of drugs

Threats

  • Competition to online pharmacy from physical retail store
  • Partial coverage of all pin codes
  • No expiry date check
  • Unstructured grievance handling system

Survey Research

I conducted a user survey by reaching out to more users through multiple choice questions. With the results from the survey, I was able to reach more users and gather initial or follow-up insights. This provided a useful basis for scripting interview questions that can dig deeper into survey findings.

Survey Insights

• Out of 41% out of 17 participants visit the doctor only when ill. The rest visit once a month and few times a year.
• Over 60% of the participants have sent and received email from the doctor and also make use of health related websites or application
• Participants would rather use a smart phone app for health related issues.
• The main reason why participants would rather use an app for online consultation is the duration of time it takes to get consulted by a doctor.
• Most participants find scheduling appointments more important than other features.
• Participants find including an online pharmacy less important than other features.

User Interviews

User interviews are a core user experience method. That’s why I chose to approach 10 people to interview, taking into account the recommendation from Donald Norman’s article, “Why You Only Need to Test with 5 Users,” noting that it is possible to learn about 80% of the errors, problems, and behavior from the first 6 users.
That would bring enough data and inputs to generate concepts and hypothesis.
After conceptualization phase, however, I’d take the prototype out to test with other users in order to gather more feedbacks and validation.

Interviewed audience

The interview sample took into account men and women aged from 27 to 36, inserted in the economically active population of the city of Bangalore, Bhubaneswar, and with different tier cities people.

The interview took approximately 30 minutes and included topics to get to the core of what users are trying to do and what their problems are. So the insights are as follows:

• The participants dislike waiting long in line for an appointment.
• The participants want an app where their health records and data are kept safe from external malware.
• Also, the app should be ad free to avoid user frustration.
• The participants often browse the internet in search of health tips and solutions.
• Participants don't mind paying for online consultations.
• Want the online consultation fee to be as affordable as the usual consultation.
• One participant would rather not pay privately because she pays her monthly health insurance.
• App should include articles with healthtips
• App should include online pharmacy.
• App should include variety of doctors.
• Consultation fee should be paid by the health insurance.

Personas

Based on the research analysis, I identified 3 user personas from the demographics. These personas help in driving the design decisions by taking their common needs and bringing them to the forefront of planning before starting the design process.

User Personas Types:

Information Architecture

The main point of the flow is to ensure that the functionality is always visible to the user, but not in an obstructive way. So I decided to add it to the app’s bottom navigation. It’s only a tap away, but still not intrusive.

Wireframe

The Wireframe was designed to build the structure and architecture of the information and only then go to visual and interactions.

Validation

Colors

The brand’s guidelines led us to pick a playful and inviting tone, so we chose green to break the white and make the brand youthful and remarkable. Grey was added as well to give the interface a warmer look with Design.
For text, Black has been brought in to ensure reading and contrast, thus reaching appropriate levels of accessibility.

#68C09C

#131313

#F6F6F6

#FFFFFF

#C7C7C7

Gradient

Typography


Language Guidelines

Cytopot´s language is calm, clean and soothing. Users should feel comforted when opening the medical mobile app, knowing that they've come to the right place to address their healthcare needs, questions, and concerns.

Do´s and Dont´s

High Fidelity UI Design

What’s Next

Areas of improvement

I plan to improve Cytopot by including animations in the prototype. Also, I plan to make it accessible to users with visible improvements by enabling a dictation feature that helps them navigate the app. Cytopot can improve by including "sick-leave" features such that the users in need of Sick-leave can easily get one from their doctor.

Evolution of user testing

As i make further iterations and improvements, i will conduct series of user tests and preference tests to help me have an idea of what the app looks like from the user's perspective. This will also help me discover loopholes for correction. The goal is to test the prototype and interactions, as well as the user experience as regards to achieving their goals.

Timeline for improvement and implementation

it will take me between 3-4 Months to improve the application.In the first 2 Months, i will create the wireframes, prototype the new screens and compose the user test plan. In the 3 Months, I will recruit participants and conduct user tests and preference tests.

A big thanks to the people who participated in the interviews and gave me feedback
to improve the idea.

That’s all.