Product Overview
Product Overview
Product Overview
MediTrack is a hospital appointment tracking feature that helps patients, doctors, and receptionists manage bookings in real time. It reduces confusion about doctor availability and queue status by simplifying the appointment journey from booking to live updates.
MediTrack is a hospital appointment tracking feature that helps patients, doctors, and receptionists manage bookings in real time. It reduces confusion about doctor availability and queue status by simplifying the appointment journey from booking to live updates.
MediTrack is a hospital appointment tracking feature that helps patients, doctors, and receptionists manage bookings in real time. It reduces confusion about doctor availability and queue status by simplifying the appointment journey from booking to live updates.
My Role
My Role
My Role
Product Design
Product Design
Product Design
User research
User research
User research
Visual design
Visual design
Visual design
Timeline
Timeline
Timeline
Sep 2024- Jan 2025
Sep 2024- Jan 2025
Sep 2024- Jan 2025
Tools
Tools
Tools
Figma
Figma
Figma
Framer
Framer
Framer
Notion
Notion
Notion
Why Appointment Tracking Matters?
Why Appointment Tracking Matters?
Reduces stress by providing real-time updates
Keeps patients informed and reduces anxiety about delays
Reduces stress by providing real-time updates
Keeps patients informed and reduces anxiety about delays
Improves time management for both patients and staff
Optimizes schedules and minimizes unnecessary wait times
Improves time management for both patients and staff
Optimizes schedules and minimizes unnecessary wait times
Builds trust in hospital systems through better communication
Clear updates build confidence
Builds trust in hospital systems through better communication
Clear updates build confidence
A Real-Life Challenge
A Real-Life Challenge
Rakesh Sharma, a wholesaler whose persistent back pain requires regular medical consultations. Long hospital wait times force him to spend hours away from his business, leading to missed opportunities and increased stress.
Rakesh Sharma, a wholesaler whose persistent back pain requires regular medical consultations. Long hospital wait times force him to spend hours away from his business, leading to missed opportunities and increased stress.
Rakesh Sharma, a wholesaler whose persistent back pain requires regular medical consultations. Long hospital wait times force him to spend hours away from his business, leading to missed opportunities and increased stress.
Problem Statement
Problem Statement
Problem Statement
Patients with busy schedules often face long wait times and a lack of visibility into their queue status after booking an appointment. This causes frustration, wasted time, and disrupts their routines. A real-time tracking solution is essential to bring clarity, reduce stress, and help them manage their time more efficiently.
Patients with busy schedules often face long wait times and a lack of visibility into their queue status after booking an appointment. This causes frustration, wasted time, and disrupts their routines. A real-time tracking solution is essential to bring clarity, reduce stress, and help them manage their time more efficiently.
Patients with busy schedules often face long wait times and a lack of visibility into their queue status after booking an appointment. This causes frustration, wasted time, and disrupts their routines. A real-time tracking solution is essential to bring clarity, reduce stress, and help them manage their time more efficiently.
Goals
Goals
Goals
Design an appointment tracking feature that can be integrated into existing medical booking platforms like Practo, Medibuddy, and Apollo 24/7,
Design an appointment tracking feature that can be integrated into existing medical booking platforms like Practo, Medibuddy, and Apollo 24/7,
Design an appointment tracking feature that can be integrated into existing medical booking platforms like Practo, Medibuddy, and Apollo 24/7,
This solution will -
This solution will -
Provide real-time updates to reduce patient stress
Provide real-time updates to reduce patient stress
Increase transparency in hospital operations
Increase transparency in hospital operations
Improve overall patient satisfaction
Improve overall patient satisfaction
Target Audience
Target Audience
Target Audience
Patients (Primary Users) : Individuals aged 18+, including working professionals and families live in suburban areas, who want a fast, reliable way to book and track their medical appointments.
Receptionists (Secondary Users) : Hospital staff responsible for managing appointment schedules and communicating updates to patients.
Doctors (Tertiary Users): Healthcare professionals who need quick access to their schedule and patient details to optimize their time.
Patients (Primary Users) : Individuals aged 18+, including working professionals and families live in suburban areas, who want a fast, reliable way to book and track their medical appointments.
Receptionists (Secondary Users) : Hospital staff responsible for managing appointment schedules and communicating updates to patients.
Doctors (Tertiary Users): Healthcare professionals who need quick access to their schedule and patient details to optimize their time.
Patients (Primary Users) : Individuals aged 18+, including working professionals and families live in suburban areas, who want a fast, reliable way to book and track their medical appointments.
Receptionists (Secondary Users) : Hospital staff responsible for managing appointment schedules and communicating updates to patients.
Doctors (Tertiary Users): Healthcare professionals who need quick access to their schedule and patient details to optimize their time.
01 Research
01 Research
01 Research
Secondary research
Secondary research
Conducted secondary research to identify industry gaps and understand broader challenges in appointment management systems.
Conducted secondary research to identify industry gaps and understand broader challenges in appointment management systems.
Conducted secondary research to identify industry gaps and understand broader challenges in appointment management systems.
Insights Gained from the Secondary research
Insights Gained from the Secondary research
01
High Patient volume
High Patient volume
High Patient volume
Doctors attend to 150+ patients daily in government hospitals, leading to overcrowding and significant delays in services.
Doctors attend to 150+ patients daily in government hospitals, leading to overcrowding and significant delays in services.
Doctors attend to 150+ patients daily in government hospitals, leading to overcrowding and significant delays in services.
02
Average Waiting Time in India
Average Waiting Time in India
Average Waiting Time in India
According to a Lybrate survey, the average waiting time for patients to see a doctor in India is 45 minutes.
According to a Lybrate survey, the average waiting time for patients to see a doctor in India is 45 minutes.
According to a Lybrate survey, the average waiting time for patients to see a doctor in India is 45 minutes.
03
Waiting Time vs. Patient Satisfaction
Waiting Time vs. Patient Satisfaction
Waiting Time vs. Patient Satisfaction
A study at a tertiary care hospital in Maharashtra revealed an average waiting time of 59 minutes, and a Consultation time of 7 minutes. The study highlighted a significant correlation between shorter waiting times and higher patient satisfaction levels.
A study at a tertiary care hospital in Maharashtra revealed an average waiting time of 59 minutes, and a Consultation time of 7 minutes. The study highlighted a significant correlation between shorter waiting times and higher patient satisfaction levels.
A study at a tertiary care hospital in Maharashtra revealed an average waiting time of 59 minutes, and a Consultation time of 7 minutes. The study highlighted a significant correlation between shorter waiting times and higher patient satisfaction levels.
Read the full article in - depth insights
Read the full article in - depth insights
Read the full article in - depth insights
Incorrect or unclear appointment details frustrate patients.
Incorrect or unclear appointment details frustrate patients.
Incorrect or unclear appointment details frustrate patients.
Poor communication leads to delays and dissatisfaction.
Poor communication leads to delays and dissatisfaction.
Poor communication leads to delays and dissatisfaction.
User Pain Points from Existing Application
User Pain Points from Existing Application
No existing apps offer real-time doctor availability or appointment tracking, revealing a significant opportunity for improvement
No existing apps offer real-time doctor availability or appointment tracking, revealing a significant opportunity for improvement
No existing apps offer real-time doctor availability or appointment tracking, revealing a significant opportunity for improvement
Competitive Analysis
Competitive Analysis
I analyzed existing hospital appointment applications like Practo, MediBuddy, Apollo 24/7, and Lybrate to identify their strengths, weaknesses, and unique features. This analysis revealed opportunities for improvement and set benchmarks for designing a user-centric appointment tracking system.
I analyzed existing hospital appointment applications like Practo, MediBuddy, Apollo 24/7, and Lybrate to identify their strengths, weaknesses, and unique features. This analysis revealed opportunities for improvement and set benchmarks for designing a user-centric appointment tracking system.
I analyzed existing hospital appointment applications like Practo, MediBuddy, Apollo 24/7, and Lybrate to identify their strengths, weaknesses, and unique features. This analysis revealed opportunities for improvement and set benchmarks for designing a user-centric appointment tracking system.
Insights Gained from Competitive Analysis
Insights Gained from Competitive Analysis
Primary research
Primary research
To gain deeper insights into appointment scheduling and tracking challenges, I interviewed 7 patients and 3 receptionists via Google Meet and in person.
To gain deeper insights into appointment scheduling and tracking challenges, I interviewed 7 patients and 3 receptionists via Google Meet and in person.
To gain deeper insights into appointment scheduling and tracking challenges, I interviewed 7 patients and 3 receptionists via Google Meet and in person.
Insights Gained from Interview
Insights Gained from Interview
From the Patients' Perspective
From the Patients' Perspective
From the Patients' Perspective
From the Receptionists' Perspective
From the Receptionists' Perspective
From the Receptionists' Perspective
01
Doctor availability
Doctor availability
Doctor availability
Patients must confirm the doctor’s availability over the phone before visiting the hospital
Patients must confirm the doctor’s availability over the phone before visiting the hospital
Patients must confirm the doctor’s availability over the phone before visiting the hospital
02
Extended wait times
Extended wait times
Extended wait times
Patients wait an average of 45 minutes beyond their appointment time, leading to frustration
Patients wait an average of 45 minutes beyond their appointment time, leading to frustration
Patients wait an average of 45 minutes beyond their appointment time, leading to frustration
03
Follow-up visits
Follow-up visits
Follow-up visits
Waiting for reports after consultations often takes time and leads to extra follow-up visits.
Waiting for reports after consultations often takes time and leads to extra follow-up visits.
Waiting for reports after consultations often takes time and leads to extra follow-up visits.
01
Separate registers are maintained for each doctor to track appointments.
Separate registers are maintained for each doctor to track appointments.
Separate registers are maintained for each doctor to track appointments.
02
Phone bookings are initially recorded on rough sheets or in registers before being finalized.
Phone bookings are initially recorded on rough sheets or in registers before being finalized.
Phone bookings are initially recorded on rough sheets or in registers before being finalized.
03
Managing patient queues during peak hours remains a significant challenge
Managing patient queues during peak hours remains a significant challenge
Managing patient queues during peak hours remains a significant challenge
04
Scheduling is managed using a combination of software and manual registers.
Scheduling is managed using a combination of software and manual registers.
Scheduling is managed using a combination of software and manual registers.
05
An average of 70–80 appointments are booked daily
An average of 70–80 appointments are booked daily
An average of 70–80 appointments are booked daily
02 Analysis
02 Analysis
02 Analysis
03 Ideation
03 Ideation
03 Ideation
User Flow for Patient
The user flow showcases how users navigate through the hospital appointment tracking application to perform various tasks such as booking appointments, checking doctor availability, and tracking appointment statuses.
User Flow for Receptionist
This flow highlights how receptionists use the hospital appointment tracking application to manage appointments, update doctor availability, and handle patient interactions efficiently.
User Flow for Doctor
This flow demonstrates how doctors interact with the hospital appointment tracking application to manage their schedules, access patient details, review health records, and update appointment statuses.
User Flow for Patient
The user flow showcases how users navigate through the hospital appointment tracking application to perform various tasks such as booking appointments, checking doctor availability, and tracking appointment statuses.
User Flow for Receptionist
This flow highlights how receptionists use the hospital appointment tracking application to manage appointments, update doctor availability, and handle patient interactions efficiently.
User Flow for Doctor
This flow demonstrates how doctors interact with the hospital appointment tracking application to manage their schedules, access patient details, review health records, and update appointment statuses.
User Flow for Patient
The user flow showcases how users navigate through the hospital appointment tracking application to perform various tasks such as booking appointments, checking doctor availability, and tracking appointment statuses.
User Flow for Receptionist
This flow highlights how receptionists use the hospital appointment tracking application to manage appointments, update doctor availability, and handle patient interactions efficiently.
User Flow for Doctor
This flow demonstrates how doctors interact with the hospital appointment tracking application to manage their schedules, access patient details, review health records, and update appointment statuses.
User Flow for Patient
The user flow showcases how users navigate through the hospital appointment tracking application to perform various tasks such as booking appointments, checking doctor availability, and tracking appointment statuses.
User Flow for Receptionist
This flow highlights how receptionists use the hospital appointment tracking application to manage appointments, update doctor availability, and handle patient interactions efficiently.
User Flow for Doctor
This flow demonstrates how doctors interact with the hospital appointment tracking application to manage their schedules, access patient details, review health records, and update appointment statuses.
04 Prototype
04 Prototype
04 Prototype
Sketches
Sketches
At this stage, I began by creating hand-drawn sketches to brainstorm ideas and explore potential solutions for addressing the identified pain points.
At this stage, I began by creating hand-drawn sketches to brainstorm ideas and explore potential solutions for addressing the identified pain points.
At this stage, I began by creating hand-drawn sketches to brainstorm ideas and explore potential solutions for addressing the identified pain points.
Sketches
for Patients flow
Sketches
for Patients flow
Sketches
for Receptionist flow
Sketches
for Receptionist flow
Sketches
for Doctor flow
Sketches
for Patients flow
Sketches
for Patients flow
Sketches
for Receptionist flow
Sketches
for Doctor flow
Low-Fidelity Wireframes
These low-fidelity wireframes highlight the first step in transforming ideas into visual representations of the application.
These low-fidelity wireframes highlight the first step in transforming ideas into visual representations of the application.
Home Screen
Home Screen
Appointment Booking Flow
Appointment Booking Flow
Appointment Tracking Flow
Appointment Tracking Flow
01
Patient’s App
1.1
Appointment Booking Flow
The Home Screen provides easy access to essential tasks, allowing users to book and track appointments effortlessly
Users can easily track their appointment through Home Screen
This enables users to view their real-time queue updates
Explore the Patient App Prototype
1.2
Appointment Tracking Flow
1.3
Health Record Flow
Primary
Normal
Continue
Secondary
Normal
Continue
Disabled
Continue
Disabled
Continue
Button
Button
Iconography
Iconography
UI Components
UI Components
Form Elements
Male
Male
Female
Female
Other
Other
Yes
No
Yes
No
Yes
No
Rating
( 5/5 )
( 4.5/5 )
( 4/5 )
Cards
Dr. Reedhika
Pandey
Gyanodaya Hospital Neemuch
Upcoming
Tomorrow
-
Morning
Booked for Rohan Sing
Dr. Anjali
Verma
Gyanodaya Hospital Neemuch
Completed
Book Again
Today
-
Morning
Booked for Rohan Sing
Dr. Rajesh
Gupta
Gyanodaya Hospital Neemuch
Cancelled
12/06/2024
-
Morning
Booked for Rohan Sing
Design System
Design System
This system includes a curated color palette, scalable typography, and reusable components for consistency and efficiency.
This system includes a curated color palette, scalable typography, and reusable components for consistency and efficiency.
Typography
Typography
Aa
Font
Open Sans
Aa
Open Sans
Bold
Aa
Open Sans
SemiBold
Aa
Open Sans
Regular
Name
Font Size
Line Height
24 px
20 px
18 px
16 px
14 px
12 px
16 px
16 px
14 px
12 px
22 px
16 px
18 px
32 px
24 px
26 px
22 px
18 px
16 px
22 px
Heading 1
Heading 2
Heading 3
Body - Large
Body - Regular
Body - Small
Label 1
Label 2
Label 3
BUTTON
Color Palette
Color Palette
Primary Color
Mariner #366FD9
Secondary Color
Portage #90AFEA
Primary Shades
Blue-900
Blue-800
Blue-700
Blue-600
Blue-500
Blue-400
Blue-300
Blue-200
Blue-100
Blue-50
Grey Shades
Grey-900
Grey-800
Grey-700
Grey-600
Grey-500
Grey-400
Grey-300
Grey-200
Grey-100
Grey-50
05 High-fidelity Design
05 High-fidelity Design
05 High-fidelity Design
01
01
Patient’s App
Patient’s App
1.1
1.1
Appointment Booking Flow
Appointment Booking Flow
The Home Screen provides easy access to essential tasks, allowing users to book and track appointments effortlessly
The Home Screen provides easy access to essential tasks, allowing users to book and track appointments effortlessly
Users can easily track their appointment through Home Screen
This enables users to view their real-time queue updates
1.2
1.2
Appointment Tracking Flow
Appointment Tracking Flow
1.3
1.3
Health Record Flow
Health Record Flow
Users can easily view the doctor's availability & current Appointmetn No.
Usability Testing
Usability Testing
I conducted a usability test with seven primary users (patients) and two receptionists, who are my target demographic, using the prototype to evaluate how user-friendly the application is
I conducted a usability test with seven primary users (patients) and two receptionists, who are my target demographic, using the prototype to evaluate how user-friendly the application is
I conducted a usability test with seven primary users (patients) and two receptionists, who are my target demographic, using the prototype to evaluate how user-friendly the application is
Implementing Feedback
Implementing Feedback
Implementing Feedback
Reduced card size to make the Health Record section visible without scrolling, enhancing accessibility and user experience
Reduced card size to make the Health Record section visible without scrolling, enhancing accessibility and user experience
The simplified design clarified queue positions and time format, ensuring users could understand them effortlessly
The simplified design clarified queue positions and time format, ensuring users could understand them effortlessly
After
After
Before
Before
PAIN POINT
PAIN POINT
PAIN POINT
Users struggled to locate the Health Record section due to hidden horizontal scrolling, causing confusion during document uploads
Users struggled to locate the Health Record section due to hidden horizontal scrolling, causing confusion during document uploads
Users struggled to locate the Health Record section due to hidden horizontal scrolling, causing confusion during document uploads
Users were confused by the decreasing appointment numbers and unclear time format (40:50 min), causing uncertainty about their queue position
Users were confused by the decreasing appointment numbers and unclear time format (40:50 min), causing uncertainty about their queue position
Users were confused by the decreasing appointment numbers and unclear time format (40:50 min), causing uncertainty about their queue position
POSITIVE FEEDBACK
POSITIVE FEEDBACK
POSITIVE FEEDBACK
The app's navigation is straightforward and user-friendly, allowing users to find what they need without confusion
The app's navigation is straightforward and user-friendly, allowing users to find what they need without confusion
The app's navigation is straightforward and user-friendly, allowing users to find what they need without confusion
Important details are easily accessible on the home screen, eliminating the need to search through multiple sections
Important details are easily accessible on the home screen, eliminating the need to search through multiple sections
Important details are easily accessible on the home screen, eliminating the need to search through multiple sections
The tracking feature is highly beneficial, providing real-time updates that reduce uncertainty and help manage time effectively
The tracking feature is highly beneficial, providing real-time updates that reduce uncertainty and help manage time effectively
The tracking feature is highly beneficial, providing real-time updates that reduce uncertainty and help manage time effectively
Before
After
Reflection
Reflection
How can I improve the service?
How can I improve the service?
What I Learned
#1. Research Drives Design Decisions
Spending significant time on research helped me deeply understand user problems and behaviors. This allowed me to adopt a user-centric approach, creating designs that genuinely address user needs by stepping into their shoes.
#1. Research Drives Design Decisions
Spending significant time on research helped me deeply understand user problems and behaviors. This allowed me to adopt a user-centric approach, creating designs that genuinely address user needs by stepping into their shoes.
#1. Research Drives Design Decisions
Spending significant time on research helped me deeply understand user problems and behaviors. This allowed me to adopt a user-centric approach, creating designs that genuinely address user needs by stepping into their shoes.
#2. Building a Design System
Initially, I struggled with creating a cohesive design system. However, researching existing medical applications provided clarity and inspiration, enabling me to finalize a system tailored to the needs of the project.
#2. Building a Design System
Initially, I struggled with creating a cohesive design system. However, researching existing medical applications provided clarity and inspiration, enabling me to finalize a system tailored to the needs of the project.
#2. Building a Design System
Initially, I struggled with creating a cohesive design system. However, researching existing medical applications provided clarity and inspiration, enabling me to finalize a system tailored to the needs of the project.
#3. The Value of Testing and Iteration
Observing real-time user interactions during usability testing highlighted usability challenges. Analyzing these bottlenecks allowed me to iterate on my designs, ensuring functionality and usability were intuitive and seamless.
#3. The Value of Testing and Iteration
Observing real-time user interactions during usability testing highlighted usability challenges. Analyzing these bottlenecks allowed me to iterate on my designs, ensuring functionality and usability were intuitive and seamless.
#3. The Value of Testing and Iteration
Observing real-time user interactions during usability testing highlighted usability challenges. Analyzing these bottlenecks allowed me to iterate on my designs, ensuring functionality and usability were intuitive and seamless.
Next Steps
#1. Incorporating Advanced Features
To enhance the user experience, we plan to integrate features such as personalized health tips and appointment reminders. These enhancements aim to add value, making the application more engaging and user-friendly.
#1. Incorporating Advanced Features
To enhance the user experience, we plan to integrate features such as personalized health tips and appointment reminders. These enhancements aim to add value, making the application more engaging and user-friendly.
#1. Incorporating Advanced Features
To enhance the user experience, we plan to integrate features such as personalized health tips and appointment reminders. These enhancements aim to add value, making the application more engaging and user-friendly.
#2. Broader Testing and Feedback
Expanding usability testing to a larger, more diverse audience will allow me to gather insights across different user groups. This will help refine the app further and ensure it meets the needs of all demographics while improving accessibility.
#2. Broader Testing and Feedback
Expanding usability testing to a larger, more diverse audience will allow me to gather insights across different user groups. This will help refine the app further and ensure it meets the needs of all demographics while improving accessibility.
#2. Broader Testing and Feedback
Expanding usability testing to a larger, more diverse audience will allow me to gather insights across different user groups. This will help refine the app further and ensure it meets the needs of all demographics while improving accessibility.
Let’s Connect
Let’s Connect
Let’s Connect
Thanks for reading! I hope you enjoyed exploring how this product came together. Feel free to connect if you'd like to discuss more!
Thanks for reading! I hope you enjoyed exploring how this product came together. Feel free to connect if you'd like to discuss more!
Thanks for reading! I hope you enjoyed exploring how this product came together. Feel free to connect if you'd like to discuss more!
Thank you for exploring my case study!
Thank you for exploring my case study!
Your feedback and thoughts are always welcome
Your feedback and thoughts are always welcome
Your feedback and thoughts are always welcome