P. D. HINDUJA HOSPITAL

Redesign the complete UI/UX of the website including book patient appointment journeys for the patient . The key focus is to improve site user experience on mobile first platform.

Service

Stakholder Interview, Information Architecture, User Journey's, Mobile First's Wireframe, Desktop Wireframe

Client

P. D. Hinduja Hospital

Year

2019-2020

Project: I have done with
Indigo Consulting, Publicis Groupe

My Role: To design a superior user experience, which delivers the business needs, we started with the research phase which involved getting an understanding from the business stakeholders about their expectations from the redesign activity.
We have interviews with Stakeholders from different departments and functions. We have created an affinity diagram.

Tools: Adobe XD, Miro

Team: UX Lead: Bhushan Shimpi, UX Associate – Nidhi Shetty, UI Designer Sagar Sachdev,
CSM: Sameer Jawahrani

What is the user problem?

Due to Covid, collection of payment on a digital platform is required but we don't have it except for motor insurance. Online policy renewal not available. The website is very old school, not all policy easily available online. When users stuck there no instant help online. Insurance word jargon that could be ambiguous to the user.
When the website is too heavy, complicated, and loaded with content; the user loses interest and moves out of the website. Immersive search not available. To gain trust there not testimonials. Once the user bought the policy there not tracking system.

Design Process

In order to find insights about the target audience. we took stakeholder interviews, interpreted the key observation, User Statements, Breakdowns, Insights, Design Ideas, Questions & Ambiguities’. Created Affinity diagram.

My UX Process consisted of 6 steps. As the Understand, Research, Analysis, Sketch my job was to understand the user problem the organization was trying to solve and the objectives as well.

I started off by learning about the organization and the work they have done on the project till now. Based on the understanding I studied the competition and came up with the Information Architecture (IA),

01 Understand

» Understand the Problem

» Know Organization Objectives

02 Research

» Contextual inquiry with Stakeholders.

» Learn about Target Users & User Problem

03 Analyze Analyze User Insights

» Information Architecture

» Key User Goals

» Company Goals

» Book Appointment User Flow

04 Wireframe

» Wireframe in Adobe XD

05 Prototype

» Created UI Mockup of Solutions

06 Test

» Conduct User Test, Iterate and Refine

Patients Book Appointment User Flow

Due to Covid, collection of payment on a digital platform is required but we don't have it except for motor insurance. Online policy renewal not available. The website is very old school, not all policy easily available online. When user stuck there no instant help online. Insurance word jargons that could be ambiguous to the user.

Mobile Visitors Analysis

Mobile visitors are more than 70%. Mobile is always handy in terms of calling to hospitals, directions to hospital or instant appointment or to check specialities and specialists In the hospitals. “44% of patients who research hospitals on a mobile device schedule an appointment. (source: Think with Google)”

Mobile Visitors Analysis

Information Architecture

To arrive at information architecture, we had to follow certain steps so that we have a correct approach considering all the design principles & stakeholder needs as well.

Considering that IA is our point of focus today, I’d here want to briefly explain that information architecture is something that focuses on organizing, structuring, and labeling content in an effective and sustainable way. The goal is to help users to find information and complete the tasks.

Book Online Wireframe

Once we had a solid direction for the design, I began to produce multiple different variations of wireframes. I then put the designs in front of users and internal stakeholders for testing and feedback. This helped me to narrow the design down to three major variations, which I used to establish a single design framework, and thus move into visual design.