As the Senior UX Designer, I designed a TV app that provides wait-time transparency in 700+ Hospitals in India.
With a low doctor to patient ratio, waiting time for a patient in India can vary from 10 to 90 mins for both walk-ins and appointments. Since the waiting time is long, patients easily lose their patience which sometimes can even lead to an argument or fight with the receptionist.
I designed and launched a TV application for clinics and hospitals that provides transparency around the wait time and creates a better waiting experience for patients.
Conducted 8 interviews to capture observational data.
Market Research Analysis
Analyzed existing solutions around the queue status display.
Waiting area in one of the hospitals in India
1. Accommodate both Walk-in and Appointments
Most of the existing solutions support only walk-in and follow a token system thus not adaptable for hospitals that follow a mixture of walk-in and appointments.
2. Autonomous
Receptionists, especially in clinics are very busy and can often be found multi-tasking. An added interaction will be difficult for them to do. The new solution should not require them to engage with it again and again.
3. Inclusivity
As of 2017, not everyone in India owned a smartphone and mobile internet package were still not affordable for everyone. The new solution should include everyone despite their tech-savviness.
4. Support multiple doctors
Multiple doctors in clinics and hospitals can consult at the same time. The new solutions should be adaptable and workable for multiple doctors.
⛔️ Why we did not select this?
Despite the fact that it is easy to implement (1-2 days) and is inclusive of patients who don’t have an internet connection; the idea does not provide real-time status.
⛔️ Why we did not select this?
It provides real time-status and is easy to implement (1 week) but it not inclusve of patients who do not have an internet connection.
✅ Why we selected this idea?
The idea provides real-time status and is inclusive of all patients despite their tech-saviness. Further, it provides opportunity to advertise, entertain and educate patients.
Low-fidelity explorations
Creating scalable content
Every content has a set of filters in the back end which makes sure that every content is delivered to the right audience (Paediatric patients. Gynecology patients, etc.).To make it scalable, the basic format of every content remains the same:
Background Colour + Question with timer + Answer
Interface on EMR Doctor App to push content to DocOn TV
Connects with DocOn EMR App so that clinics and hospitals can create and publish their own content like: Advertising certain services, Health Tips, etc.
Hospitals using it
Operational time
While it can not be quantified, we also saw a lot of behavioral changes in the patients that led to an overall better waiting experience:
Other Works
StardogProject type
DocOn TVProject type
TargetProject type
Lift AcademyProject type
DoorDash RedesignProject type
RootsWeb Design
If you have a project in mind, especially if it revolves around strong user-centered design, I'd love to hear about it.
Made with ❤️ and 🍺 by Jashan Gupta