2022
Redesign
Usability test
Design Audit
Information Architecture
Low fidelity Prototype
High fidelity prototype
2 weeks
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Being from Vellore I have seen many people going to CMC my whole family has been going to CMC for decades, over the years I have noticed my mother would ask me or my sister to book an appointment over a patient portal App which was launched a few years ago I wondered how many other people are struggling with the same problem thus the redesign of cmc patient portal
""Doctor-patient relationship is part of the healing process""
The Christian Medical College (CMC) in Vellore was founded in 1900 as a one-room clinic by Dr. Ida S. Scudder, the only daughter of second-generation American missionaries.People from around the world visit CMC to get world-class care, delivered with honesty, fairness, compassion, and integrity. CMC’s excellence continues with advances in research and an evolving curriculum aimed at transforming India’s promising medical students into creative and compassionate healthcare providers.CMC has come a long way from its humble start as a one-room clinic, growing into one of India’s most prestigious private hospitals and medical schools. Today, CMC cares for over two million patients and trains one thousand doctors, nurses and other medical professionals each year. CMC is recognized around the world for its unique model of delivering world-class treatment at the lowest possible cost, and is consistently ranked among the top hospitals in India. Cmc main hospital has serevd more then 1,10,000 inpatients and 20,24,000 outpatients and more thn 15,000 births a total of 2,297 beds (The stats are for april 2015-march 2016).
https://www.cmch-vellore.edu/
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The final design aims to reduce the friction which was experienced while using the current version of the CMC patient portal. By making the task of the user easier and accessible
To Gain insights into the user pain points I started the redesign process by conducting surveys and interviews
The survey was to understand how many people face the problem of booking appointments on their CMC Patient portal application the survey was conducted on 6 participants who were between the age of 30-50 (Women).
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It was important for me to see the pain points that the user faces so I conducted user testing the task was to log in and book an appointment with a doctor at CMC. The user testing was conducted on two participants.
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A design Audit of the various screen was conducted to identify what can be done better and why the users are finding it difficult to complete their tasks without the help of another person.
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The user finds it difficult to log in because they often forget their passwords.
The appointment booking process is not linear the app fails at visual feedback while we use it.
People only use it for booking appointments it might be because it harder to login in at times
Creating the information architecture and low fidelity prototype and user testing and finding pain points the user has.
The first step toward the redesign was to create a site map which gave me an anchor point to further develop my design.
A low-fidelity prototype was created for user testing to better understand the user behavior towards the redesign and gain insights and improve on the design. The prototype was tested on the user the task was to login in and book the appointment.
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The user still had difficulty logging into the app
The next button was confusing to the user since after clicking expected the screen to change
Making the log in page more visual to make it easier for the users
Changing the screen to next and having an indicator showing the progress of the appointment
Having quick access to the profile makes it accessible in a hospital situation
The login-in process is made easily assessable once you log in and click remember me a profile will be created which you can click to directly access and you can remove them by long pressing and deleting option will pop up to delete it.
The bottom navigation is added to make it easier for the user to access the home button from any page and also see the messages button. The addition of the remainder of the confirmed appointment is on the top which makes it easier for them to access it in the hospital.
Choosing the department often becomes harder so because user does not what department to choose so having a symptoms based suggestions makes it easier for the user to find the department .
The earlier version just had the name of the doctor which does not give any idea on which doctor to choose the redesign focused on the languages the doctor knows because communication is very important in the field of health care and people from different parts of the country come to CMC and they speak there local tough
The user is now able to book the appointment
The log-in process is made easier now
They get to know the doctor better for them to choose.
The next step would be to visit CMC and ask the staff and the doctors and interview more users to see what other features can be added and other pain points the user is experiencing
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