Experience Design For Real Time Doctor Patient Interactions

GRADUATION PROJECT
Experience design for real time

doctor patient interactions
Sponsor : Practo Technologies Pvt. Ltd., Bangalore
Volume : 1 of 1
STUDENT : MONICA PODDAR
PROGRAMME : Bachelor of Design (B.Des)
GUIDE : PRAVEEN NAHAR
2016
INDUSTRIAL DESIGN FACULTY (PRODUCT DESIGN)
National Institute of Design

Ahmedabad
The Evaluation Jury recommends MONICA PODDAR for the
Bachelor of Design of the National Institute of Design

IN INDUSTRIAL DESIGN (PRODUCT DESIGN)
herewith, for the project titled "EXPERIENCE DESIGN FOR REAL TIME DOCTOR PATIENT INTERACTIONS"
on fulfilling the further requirements by *
Chairman
Members :
*Subsequent remarks regarding fulfilling the requirements :
Registrar(Academics)
Copyright © 2016
Student document publication,
meant for private circulation only.
All rights reserved.
Bachelor of Design, Product Design, 2012 - 2016

National Institute of Design, Ahmedabad, India.
No part of this document will be reproduced or transmitted

in any form or by any means, including photocopying, xerography,
photography and videography recording without written permission
from the publisher, Monica Poddar and National Institute of Design.
All illustrations and photographs in this document are

Copyright © 2016 by respective people/ organisations.
Edited and designed by -

Name : Monica Poddar
Email : monicapoddar.design@gmail.com
monica_p@nid.edu
Processed at -
National Institute of Design (NID)
Paldi, Ahmedabad - 380007
Gujarat, India
www.nid.edu
Printed digitally in Ahmedabad, India.

September, 2015.
STATEMENT OF ORIGINALITY
I hereby declare that this submission is my own work and it contains no full or substantial copy of previously
published material, or it does not even contain substantial proportions of material which have been accepted for
the award of any other degree or final graduation of any other educational institution, except where due
acknowledgement is made in this graduation project. Moreover, I also declare that none of the concepts are
borrowed or copied without due acknowledgement. I further declare that the intellectual content of this
graduation project is the product of my own work, except to the extent that assistance from others in the project’s
design and conception or in style, presentation and linguistic expression is acknowledged. This graduation project
(or part of it) was not and will not be submitted as assessed work in any other academic course.
Student Name in full : MONICA PODDAR
Signature :
Date :
STATEMENT OF COPYRIGHT
I hereby grant the National Institute of Design the right to archive and to make available my graduation project/
thesis/dissertation in whole or in part in the Institute’s Knowledge Management Centre in all forms of media, now
or hereafter known, subject to the provisions of the Copyright Act. I have either used no substantial portions of
copyright material in my document or I have obtained permission to use copyright material.
Student Name in full : MONICA PODDAR
Signature :
Date :
1
MONICA PODDAR • UG PRODUCT DESIGN • GRADUATION PROJECT 2016

2
“A little empathy goes a long way in an

overcrowded emergency room.”
Tim Burton
Thoughts on the secret to
Redesigning Healthcare
NATIONAL INSTITUTE OF DESIGN

3
PREFACE
ABOUT THE GRADUATION PROJECT implement their design solutions taking

The Graduation Project is a part of the NID various parameters and constraints such as
curriculum, where the student has to time, economic viability, infrastructure and
undertake a degree project in the industry in feasibility into consideration. They also learn
their final year. The project duration varies how to interact with other fields and work in
between four to six months. It is a platform for harmony to attain the final outcome, thus,
the student to apply substantial thought and honing their leadership skills and teamplay.
creativity in the given field of expertise to solve It is an excellent platform to help students
problems, encourage innovation and assist the understand and work upon their strengths and
growth of new opportunities. The student is overcome their weaknesses.
expected to generate a design project along
with documentation of the same which is MY GRADUATION PROJECT
preceded by thorough research and This graduation project was sponsored by
investigation of the selected domain. ‘Practo Technologies Pvt. Ltd.’, based in
Bangalore, India. The duration of this project
The graduation project not only exposes the was six months from January to July 2016.
students to the real life situation of working in Mapping and understanding real time cross
the industry but also encourages them to geographic doctor patient interactions were
explore new and different avenues. The explored resulting in the discovery of viable
students get a first hand knowledge of how to opportunities and further solutions.

4
ACKNOWLEDGEMENTS
Mere words are not enough to thank each Special thanks to Maithili Pai and Sasha I would also like to thank all my teachers at
and every person who has helped me move Cherian, for providing constant feedback and NID for the immense amount of knowledge
forward in this journey and I am immensely support throughout, and especially motivating shared.
grateful towards them for their support at each me to never stop believing in my dreams.
step, without which this feat would have been I am grateful to my Mom for being my biggest
unattainable. Also, Hakr, Rahool, Arushee, Saish, Puneet, support, cheering me up whenever I would be
Sajal, Nitish, Astha, Akshay, Swapnil, at my lowest and for helping me proofread
First and foremost I would like to thank The Sowmya and the entire Practo Consult this document. Also, Dad for believing in me
National Institute of Design and Practo team who became like a second family. I till the end. My closest friends Nimisha, Jibu,
Technologies Pvt. Ltd. for giving me the would also like to thank the Practo Design Sagarika and Aditya for all the faith and
opportunity to work on such an interesting team for the many inspirational conversations advice and looking out for me.
project. and guidance.
Also, a big thanks to the entire UG Batch of
I would like to thank Mr. Netesh Chandra, My special thanks to my guide Mr. Praveen 2012 for growing, sharing and learning
my guide and mentor at Practo, for his Nahar. He has been a source of constant together, every senior who took out time to
constant patience and understanding. I would guidance and contagious enthusiasm not just share their stories and every junior who
also like to thank Mr. Ankit Jain, team lead for this project but throughout my tenure at became a part of this journey.
Practo Consult for his unrelenting metorship by NID. Thanks a lot for appropriately positioning
inspiring me, critiquing me and challenging me my frame of reference towards the project and Thank you!
at every step. encouraging me at each step.

5
CONTENTS
01 PROJECT 02 DIVING INTO THE 03 PRIMARY RESEARCH

BACKGROUND PROJECT AND ANALYSIS
1.1 About National Institute of 2.1 Decoding the brief 23 3.1 An introduction 57
Design 09 2.2 Looking at the broader picture 25 3.2 The research and analysis 58
1.2 About Product Design at NID 11 2.3 Exploring digital health 27 process
1.3 About Practo Technologies 2.4 Everything that is digital health 29 3.3 Initial brainstorming 59
Pvt. Ltd 13 2.5 The internet of medical things 31 3.4 Filtering out situations 61
1.4 Synopsis 15 2.6 Exploring telemedicine 33 3.5.1 The ten questions 62
1.5 Why this project? 16 2.7 A brief history of telemedicine 35 3.5.2 The questionnaire 66
1.6 Project Brief 17 2.8 How does it work? 37 3.5.3 Qualitative and quantitative 67
1.7 Timeline 18 2.9 Benefits, drawbacks and 39 analysis
1.8 The Design Process followed 19 challenges 3.5.4 Affinity mapping 74
2.10 The legal and ethical side 40 3.5.5 Persona Development 77
2.11 Trend study 41 3.6.1 Existing product analysis 87
2.12 IOT and digital health 45 3.6.2 Purpose of the analysis 89
2.13 What is happening in India? 49 3.6.3 Setting the framework 90
2.14 Market study and conclusions 51 3.6.4 Percentage split 95
2.15 The doctor patient relationship 52 3.6.5 Specific cases 96
2.16 What next? 54 3.6.6 Key insights 97

6
03 PRIMARY RESEARCH 04 CONCEPT 05 PROTOTYPING

AND ANALYSIS CONTD. DEVELOPMENT
3.7.1 The Doctor’s say 98 4.1 Mapping the interaction 5.1 Deciding the features 167
3.7.2 Initial Interviews 101 journey 123 5.2 The task flow 169
3.7.3 The questionnaire 107 4.2 Cognitive process mapping 123 5.3 Initial wireframes 171
3.7.4 The survey 109 4.3 Brainstorming 125 5.4 Visual Standards 175
3.7.5 Survey insights 111 4.4 Design Directions 127 5.5 High fidelity wireframes 177
3.8 The dilemma 119 4.5 Concept creation 129 5.6 The user story 189
3.9 Moving forward 120 4.6 Evaluating the concepts 141
4.7 Selecting the final concept 144
4.8 Case studies 145
4.9 A system view 150
4.10 The user journey
4.11 The user types
151
157
CONCLUSIONS
4.12 Service blueprint 159
Future of the project 195
4.13 Introduction to the product 161
Reflections 196
4.14 Scenario mapping 162
References 197
4.15 Value proposition 163
4.16 Moving forward 164

7

8
1.1 About the National Institute of Design

1.2 About Product Design at NID
01 1.3 About Practo Technologies Pvt. Ltd

1.4 Synopsis
PROJECT 1.5 Why this project?
1.6 Project Brief
BACKGROUND
1.7 Timeline
1.8 The Design Process followed

The monument at the Eames plaza (clicked during first year at NID)
10
THE NATIONAL
INSTITUTE OF DESIGN
The National Institute of Design (NID), India is age old traditions with modern technology and
internationally acclaimed as one of the ideas. The Modern Movement, the philosophy
foremost multi-disciplinary institution of design of Machine Aesthetics, and revolutionary
education and research. It is an autonomous experimentation in arts, architecture and design
institution under the aegis of the ministry of were all taking place at the same time. There
Commerce and Industry, Government of India. was a quest for the Indian identity across all
aspects of life.
NID has also been declared ‘Institution of
National Importance’ by the Act of Parlia- Over a span of the last 50 years, the institution
ment, by virtue of the National Institute of has made it a point to lay emphasis on learning
Design Act 2014. and to pursue innovation led designs through
the development of the mind and skills of
The establishment of NID was a result of sever- designers. The institute facilitates students in
al forces, both global and local. The late 1950s getting involved with real life projects, which in
saw a confluence of these forces, and this time turn adds value to the upcoming professionals’
would be a significant one for Indian culture giving them a taste of actual situations. NID
and education. This was a time of reappraisal has taken five decades of pioneering hard work
and reconstruction in a newly independent by the academic community at the institute to
India. A young nation was confronted with the develop a system of education which lays more
mammoth task of nation building, of balancing emphasis on learning than on mere instruction.

Product Design UG 2012 Batch (Photo courtesy Beda)
12
PRODUCT DESIGN
AT NID
Product design is concerned primarily with the level of complexity and cover broad areas that
relationship between products, systems and product designers are likely to encounter in
those who use them. The product design their professional careers. Students are actively
programme at NID inculcates user-centric encouraged to participate in collaborative
approach and processes. Responsibility and projects with industrial houses, social sectors,
concern towards the social, physical and Government and MNCs.
ecological environments is emphasized in the
process of developing innovative ideas. Design projects can be broadly classified into,
- Design for Industry
The product design programme assimilates - Design for quality of life
inputs in diverse domains such as human - Design for healthcare
factors, cognitive ergonomics, form studies, - Design for social impact
studio skills, advanced cad, research methods, - Design for sustainability
design management, materials & - Design led futures
manufacturing processes & social sciences.
Emphasis is on process centric approach which
shapes a student’s education through
participation and teamwork.
Design projects form the core of a product

designer’s education, with gradual increase in
Information Source: www.nid.edu/ NATIONAL INSTITUTE OF DESIGN

The Practo Mars Building
14
PRACTO TECHNOLOGIES
PVT. LTD
Practo is a health service platform founded by culminates into a single intelligent healthcare Practo Ray : Launched in 2009, it helps
Shashank ND and Abhinav Lal, both alumni account for the entire family that securely doctors manage their practice by managing
of National Institute of Technology, Karnataka stores all their healthcare data, thus, enabling appointments and digital healthcare records
in Bengaluru, India, in 2008. Currently Practo them to take better healthcare decisions. which can further be shared with the patients.
is present across 15 countries and 50 Indian Practo also has Practo Ray, a practice
cities with 200,000 registered doctors, 8000 management solution for thousands of Practo Consult : It allows patients to ask free
diagnostic centers, 10,000 hospitals and 4,000 doctors, with 90% market share in India. questions to the doctors, which are answered
Wellness and Fitness centers. Practo’s last within the next 24hours. Patients can also
fundraising round had pegged its valuation at A place is a lot about the people, and the conduct a paid text consultation with the
$525 million with more than 2500 employees people working at Practo are zealous doctor.
worldwide. individuals who have learnt how to balance
work and fun, which makes the office Practo Order : It enables medicine delivery.
Everyday billions of people struggle for better environment light and friendly. There was
healthcare. Practo wants to change this, never a dull moment at the workplace. Working at Practo has not only been a great
globally, with the vision of helping mankind learning experience but has also expanded my
live healthier and longer. Their mission is ‘to Some of the major products that Practo offers, viewpoints on a number of different subjects.
improve human longevity by simplifying among many others are : It has helped me develop a keener eye for
healthcare.’ detail, logical thinking and further deepened
Practo Search : It is a free search platform my love for the systemic approach. I also got
This starts with helping people find and fix where patients can search for and book an opportunity to understand and explore user
appointments with the best doctors and appointments with doctors and hospitals. experience design and further my UI/UX skill
sets were refined.
Information Source: blog.practo.com NATIONAL INSTITUTE OF DESIGN

15
SYNOPSIS
The aim of this project was to come up with or she is sick. But when you zoom out and
a product system solution for real time, look at the bigger picture the reasons are far
cross geographic doctor patient interac- more varied.
tion. It was done as a part of Practo Consult as
an effort to understand and improve upon the In essence, this project is an effort to
current drawbacks and explore potential future understand and address the underlying
solutions, that could benefit a large number of consumer needs at all stages of requirement
people. starting from preventive healthcare to
diagnosis, treatment and even the often
First and foremost, the project involved neglected post treatment phase. Most
understanding the doctor patient relationship importantly it is an effort to map out the
and their ever evolving needs and demands in Indian virtual healthcare system by
parallel with the fast paced development of understanding the psychology behind the
technology. This was followed by market and needs and acceptance of certain notions.
trend analysis, an indepth study of tele -
medicine and different forms of virtual This project has been an exciting journey in the
consultations and Practo Consult itself. One past six months and this document is a
of the major challenges was to understand culmination of the entire process, progress,
when a person really approaches the explorations and failures and an attempt to
doctor. A simple answer would be when he find many, many answers.

16
WHY THIS PROJECT?
During my exchange semester at the Glasgow interest in doing something in the field of beauty of system thinking and the
School of Art, I got the opportunity to work on healthcare. importance of designing for a social cause
an open source live project involving and it became an integral part of my design
community healthcare under the guidance of Following this, in my seventh semester at NID process.
Ian Grout, an exceptional scholar and teacher. we had a ‘Design for Special Needs’ course in
which I worked on a project to understand and The Indian healthcare system is a complex
The project involved tackling the problem of tackle the problem of addiction, especially system with a lot of people involved. Not only
mental health and unemployment in the future smoking. The journey led me to the are the people of varied age groups, but they
city of Glasgow by designing solutions that are realisation that to solve any problem it is ex- are also involved at different stages of the
not only affordable to implement but socially tremely necessary to understand its core reason system, and play different roles and yet
valuable as well. The final proposal, Dear green and try to tackle it there. As an end result I everything is interconnected and works in
place was an open urban gardening proposed an app. This further deepened my tandem with one another. While healthcare is
movement, built from the already existing interest in healthcare and I also became a basic societal need and responsibility on one
structure of the city. greatly interested in user experience level, it has a business side to it as well.
design, particularly the flow of user journeys.
The design process turned out to be extremely So, when the chance of undertaking this project
insightful and I realised that healthcare is a Last but not the least, I experienced the came my way, it gave me the opportunity to
major domain that is in dire need for design systems design course guided by Praveen Nahar explore all of this in its entirety and I was
intervention not just in India but throughout at NID which completely changed my perception instantly excited to take it up. Although the
the world. This five week long group not just about design but life in general. scale and the complexity of this project eluded
project was the beginning of my deep Throughout the course we learnt the me in the beginning, I was ready to dive in and
discover.

17
INITIAL PROJECT BRIEF
At Practo, the initial project brief that was Some of the initial questions that I faced and
handed over to me was ‘to come up with a wanted to keep in mind throughout the
real time solution for cross geographic project, among many others were :
doctor patient interaction.’ The brief was
fairly open ended and I had the freedom to - What are the scenarios in which doctor
question, re-define and re-interpret it at various patient interaction, where the doctor and the
stages of the project to arrive at a final patient are not interacting physically, works?
concrete design brief. (Could non physical interactions be
possible for all medical problems?)
The only other constraint was to design for
the ‘near future’, i.e., come up with a - How to reach a common point where the
practical solution in terms of technology, needs and expectations of the patients are met
system or a service that could be implemented by the doctors and vice versa in terms of
immediately, rather than a mere distinct information exchange, availability and
hypothesis for future implementation. accesibility.
As a starting point, I decided to understand the - How to make the solution affordable,
Indian context and analyse the brief, followed easy to use and seamless for one and all?
by setting goals, a timeline and the design
methodology to be followed. - Is virtual healthcare really the future?

18
PROJECT TIMELINE
MONTH/ PROJECT PHASES JAN FEB MAR APR MAY JUN JUL AUG SEP OCT
Decoding the brief

and Secondary research
Primary research
and Analysis
Conceptualisation
and Initial prototyping
Final Prototyping
Documentation
NOTE: The timeline shown above is an estimated timeline. During the course of the project, there was a lot of going back and forth between the different phases.

19
Ethics Ideologies
DESIGN
PROCESS
Future scope User story
High fi
wireframes Case
Challenges studies
Welfare
Visual
design White
papers
Reach
Low fi BRIEF Trend Empowerment

wireframes
analysis
SECONDARY
Task
flow Competitor
Appeal analysis
Accessibility
Service PROTOTYPING RESEARCH

blueprint Interviews
Functionality
Service PRIMARY Psychology
model Conversations
User journeys Observations

CONCEPTUALISATION
Relevance
ANALYSIS
Empathy
Scenario Surveys
mapping
Originality
Insight Existing
generation product analysis
Processes
Survey
inferences
Design
Seamlessness directions Persona Practices
creation
Feasibility Storytelling Considerations

20
THE DESIGN PROCESS
The process followed during this project was the practices in each phase (which were the The third phase consisted of insight generation,
not a linear one. The entire process has been different investigational tools and activities followed by persona creation, storyboarding and
divided into five major phases with a detailed performed) represented by the middle circle, coming up with design directions. These
description of all the activities and practices and, the considerations through each phase directions were assessed, evaluated, modelled
carried out during the project. All these phases represented by the outer circle. Each phase has and synthesised logically to arrive at the final
are interlinked and there was a lot of going a unique colour assigned to it. two concepts that were detailed out further.
back and forth throughout.
After the initial introduction to the brief, the The final stage was that of prototyping, which
Here, an attempt has been made to categorise first stage was secondary research, where majorly consisted of mapping out the entire
the different activities (namely practices) in the indepth knowlege about the context of the system and developing the final two concepts
various phases by considering the stage in problem at hand was gathered by studying the that were a part of it. This involved service
which it was majorly practiced. Also, during the history, evolution, trends and market. blueprint (for both concepts), user journey
course of the project there were certain aspects mapping, wireframing and visual design to
that were kept in mind (namely considerations) This was followed by parallel primary research come up with the final high fidelity wireframes.
which helped in determining the key direction and analysis where interviews with doctors (for the second concept).
in which the project was to be taken. as well as potential users (both formal and
informal) were conducted as well as surveys Further, these concepts were user tested to
Thus, the three circles represent the three and probes to understand the problem in detail understand the challenges faced and a future
layers, i.e., the processes (which were the were carried out. This was accompanied with an scope for the solution was laid out.
phases) represented by the innermost circle, analysis of the existing product to understand
the shortcomings and latent needs.

21

22
2.1 Decoding the brief

2.2 Looking at the broader picture
2.3 Exploring digital health
2.4 Everything that is digital health
2.5 The internet of medical things
02
2.6 Exploring telemedicine
2.7 A brief history of telemedicine
2.8 How does it work?
DIVING INTO 2.9 Benefits, drawbacks and challenges
THE PROJECT 2.10 The legal and ethical side
2.11 Trend study
2.12 IOT and digital health
2.13 What is happening in India?
2.14 Market study and conclusions
2.15 The doctor patient relationship
2.16 What next?

23
REAL TIME +
CROSS
GEOGRAPHIC + DOCTOR - PATIENT
INTERACTION
Where a considerable amount of

A live interaction between Where the doctor and the
information exchange is taking place
the doctor and the patient patient are not meeting physically
between the patient and the doctor
Could be the same city/ different Aim is to improve the patients

No delay in response time
cities or a different country altogether health and medical care.

24
DECODING THE BRIEF
The initial brief of the project was UNDERSTANDING THE CONTEXT OF REAL- WHAT NEXT?
TIME IN HEALTHCARE
‘A realtime solution for cross geographic The next steps were
doctor patient interaction.’ The second step was to understand how real
time interactions work in the context of health- - to understand how real time interactions
WHAT DOES REALTIME MEAN? care. between the doctor and the patient actually
work at a system level (where the doctor and
The first step was to understand the mean- In the medical field ‘real time interactive the patient are not meeting physically)
ing of real time. In a general sense, real time healthcare services’ also known as
interactions are responses that appear to synchronous telemedicine requires a live - to understand the requirements of the doctor
take place instantaneously or in the same interaction between either a healthcare and the patients for such a system to function
timeframe as its real world counterpart action. professional and patient or between smoothly
healthcare professionals, using audio, video
In terms of data transmission it is the or any other such means of communication. Real time healthcare is a part of a greater
simultaneous transfer of data such as in a spectrum known as telemedicine. An effort was
telephone conversation or video The basic goal is to both see and talk to the also made to understand telemedicine as a
conferencing as opposed to time shifting patient from afar. This type of telemedicine is whole. This was preceded by an investigation
where data is first stored and then transmitted, meant to offer a virtual alternative to the in- into digital healthcare and its many facets and
i.e., instant updating of information. person doctor’s visit. It is an affordable and easy how real time solutions can contribute towards
way for patients to connect with a doctor from its growth.
anywhere and get immediate treatment.
Information Source: NATIONAL INSTITUTE OF DESIGN

www.evisit.com/what-is-telemedicine/
25
THE HEALTHCARE SYSTEM
DIGITAL HEALTHCARE
TELEMEDICINE
REAL TIME INTERACTIVE

HEALTHCARE
(synchronous telemedicine)

26
DIGITAL HEALTHCARE THE HEALTHCARE SYSTEM
Again, telemedicine is just a tiny subset of Digital health still remains a subset of the
digital healthcare, which is a much broader greater healthcare system be it in India or
domain. ‘In simple terms, digital healthcare is other parts of the world. Even though
LOOKING AT THE the convergence of both the digital and the substancial advancement has been made in this
BROADER PICTURE genetics revolution with health and healthcare.’ field and new technologies, products, systems
as mentioned by Paul Sonnier, a social and solutions are coming up each day a large
entrepreneur and an ecosystem strategist. It part of the ecosystem still remains non - digital.
includes ehealth, information management such
TELEMEDICINE as digital patient records, assistive technologies
etc. which have been explored in detail further
Real time interactive healthcare or real ahead.
time telemedicine is a subset of
telemedicine. Telemedicine encompasses Digital healthcare today has become a part and
a much broader range of remote healthcare parcel of the complete healthcare system. The
services including remote patient monitoring, healthcare services are highly data driven
store and forward methods, customer medical starting from a patient’s medical history,
and health information, medical education, diagnostic information to the treatment
critical care etc. than just real time medical pathway. Also, a large number of wearable
consultations. devices and mobile applications are available.
Started over 40 years ago as a means of In a more holistic view,

extending care to patients in remote areas, the digital healthcare is concerned with the
spread of telemedicine has been rapid with development of healthcare systems that are
integrations in hospitals, home health agencies, interconnected with the help of smart
private physicians’ offices as well as among devices, computational analysis techniques,
consumers. communication media etc., to help
healthcare professionals and patients
However, the aim still remains to provide manage illnesses and health risks, as well as
healthcare at a distance. promote health and well being.

www.storyofdigitalhealth.com/, www.icucare.com/telemedicine
27
THE DIGITAL HEALTH TIMELINE Industry associations,

conferences, market reports, Personalised medicine
(as explained by Lorena MacNaughtan in
‘A Brief History of Digital Health’)
EHR Precision medicine
Telehealth programs Wellbeing
Health informatics Personalised health DIY healthcare
Telemedicine Telematics/ telecare eHealth, mHealth, The great offering: apps,

Digital health wearables, sensors, insideables etc.
1980 1985 2000 2010

1990 2005 TODAY
PRE HISTORY THE HIT WAVE THE INSIGHTS THE GREAT EXPECTATIONS
(1980 - 1985) (1985 - 1999) (2000 - 2009) (2010 - PRESENT)
Managerial dominance Shift to Big data

in healthcare consumerism
Regulations
New horizons
for patients
The patient/citizen

28
WHERE DID IT ALL START?

EXPLORING DIGITAL
HEALTH The development and advancement of
digital technologies started with one
fundamental idea: the internet. Since then
we have seen smaller and more powerful According to Lorena MacNaughtan, in her ‘A brief history
A PERSONAL INTERPRETATION computers, cell phones, cloud computing, of digital health’, the entire digital health timeline can be
social networking and so on marking the onset divided into four major stages uptil now, namely,
Digital healthcare has been viewed as not only a of the information era.
medium for real time diagnosis, monitoring 1 Prehistory 3 The insights age
and transmission of healthcare data with the Healthcare has not been exempt from this (pre 1985) (2000 - 2009)
help of wireless wearables, smartphones, revolution. The key elements of digital
implantable sensors etc. but also as a powerful health were first enumerated by Eric Topol 2 The hit wave 4 The great expectations
tool to organise the healthcare information in ‘The Creative Destruction of Medicine: (1986 - 1999) (2010 - present)
systems. Depending upon the data that we How the digital revolution will create
collect about ourselves, and with the right tools better healthcare.’
to analyse and interpret that data we will not
only benefit ourselves, but also the society as According to Topol, there are several super This has been explained in the presented
a whole and live a better and more productive convergence elements comprising digital timeline
life. health, including wireless devices, hardware
sensors and software sensing technologies,
It is a means of empowerment that hands microprocessors and integrated circuits, the Thus, even though telemedicine came first,
over to people, the responsibility of their own internet, social networking, mobile/ cellular with growing technology it is now a subset of
health and to organisations the responsibility of networks and body area networks, healthcare a broader digital healthcare domain. Next, an
constantly monitoring, managing, safekeeping, IT, genomics and personal genetic information. attempt was made to map out digital
interpreting and utilising the large amount of This will lead to proper diagnosis of diseases, healthcare in the present scenario.
healthcare data that is generated to provide proper management, prediction and thereafter
better healthcare both at the preventive and the prevention.
diagnostic level.

www.digitalcatapultcentre.org.uk/, en.wikipedia.org
15

30
“What is digital health today, will soon just be health.”

- Unknown
EVERYTHING THAT IS
DIGITAL HEALTH
THE EXERCISE THE FUTURE OF DIGITAL HEALTH With the onset of health 3.0, access to
health related information will improve and
After a basic understanding of digital health- So what exactly is the future of digital health? we will see growing patient self
care, an attempt was made to map out As of now it is still a very new domain growing management and preventive care. A large
all the components of digital health to at a rapid speed with new innovations every number of supportive online communities will
understand its many facets. The image on single day. As the demand for healthcare emerge to help patients cope with specific
the left hand side includes several categories services increases, people will be diseases.
and subcategories that make up digital health increasingly more willing to adopt new,
including products, systems, platforms, unconventional approaches to meet their ‘Digital healing’ will be a new
technologies and terminologies. These were needs. phenomenon. There will be an increase in the
studied in detail. options, a patient has, together with integrated
The stakeholders will multiply and emerge from patient engagement and personalised
Again, this list is by no means definitive. We non medical backgrounds. With the help of healthcare.Thus, it will be a connected, cost
are seeing new concepts for different open source mediums, trend generation and effective, intuitive data driven system.
technologies evolving on a regular basis. analysis from the healthcare data generated, However, the very essence of digital healthcare
However, it is interesting to note that growing use of quantified self and self tracking, remains in preventing and eradicating diseases
everything is interconnected and the and an ever growing need to be healthy will completely and uniting and informing people
advancement of one domain creates lead to new social and commercial systems for towards a single goal of better healthcare.
innumerable opportunities for another. better healthcare management.

www.theguardian.com, www.casestudies.f-i.com/healthcare
31
THE INTERNET OF MEDICAL THINGS
Back to the patients
To healthcare
professions
To data analysts
All of this data collected is

transmitted to a secure cloud
based platform where it is
stored, aggregated, analysed or
further transmitted with
the help of
WLAN/ 3G/ 4G
COLLECTION OF TECHNOLOGY/ STORAGE/ FURTHER OUTCOME

INFORMATION METHOD USED TRANSMISSION/
Enabling interactions (remote/ virtual), With the help of
ANALYSIS The clear benefits as a result
of further transmission
self tracking, monitoring patient the above mentioned and analysis
activity and investigating genetics technologies/ methods
and disease patterns

32
THE INTERNET OF
MEDICAL THINGS
WHAT IS THE INTERNET OF MEDICAL THE PROS CONS AND EFFECTS However, there are certain downsides too. The
THINGS? solutions more often than not are isolated and
The benefits of the internet of medical things hence, interoperability is a major challenge.
The internet of medical things lies at the and digital heathcare as a whole are pretty The users also expect fresh and engaging
core of digital healthcare. It is a complex clear. Recent developments in sensor and products. This is accompanied with data
integrated system where a patient’s health is wearable technology, the internet, cloud integration and management of the scale
monitored remotely with the help of computing and big data has led to affordable and volume of data. The technology already
appropriate technology such as wearables, medical devices, thus, lowering the cost of exists to make a change, what is lacking is a
sensors, actuators and other mobile healthcare. This has led to improved patient system and reimbursement environment.
communication devices and then outcomes, improved quality of life and
transmitted via a gateway onto a secure cloud better user experience. Data privacy and security is another major
based platform where it is stored, aggregated challenge, followed by data liquidity. People
and analysed. On a greater level proper analysis of the health- may experience a growing invasion of their
care data has led to personalised medicine privacy, however, considering utility and well
The idea is to improve the patient experience at and real time disease management. Remote being as the major goal they will adapt to the
each step be it preventive healthcare, diagnosis consultations, social sensors, gadgets that offer new technologies. It is upto the organisations
or ongoing treatment as well as follow ups. It guidance on health and wellness, analytics to respect the people’s rights and use it for the
is being recognised as one of the most driven regimens and other IOMT innovations greater good.
sophisticated technologies that has the are driving a cultural transformation that could
potential to affect the health, safely and move modern medicine into its next era.
productivity of billions.

www.tcs.com/resources/white_papers, www.technewsworld.com
33
EXPLORING
TELEMEDICINE
WHAT EXACTLY IS TELEMEDICINE? a real time interaction to take place. It could be be present at the same time. Radiology and
anything from a live chat session between two pathology are common specialities that use
Telemedicine is the use of medical doctors or a doctor and a patient, a telephone store and forward telemedicine.
information exchanged from one site to call, videoconferencing or something as
another via electronic communication to complex as robotic surgery. Home health telemedicine allows the remote
improve, maintain or assist a patient’s observation and care of a patient. Disease
health status. It includes videoconferencing, Medical specialities using real time telemedicine management, post hospital care and
transmission of still images, e-health including are psychiatry, internal medicine, family practice, assisted living fall under this category. It is
patient portals, remote monitoring of vital rehabilitation, cardiology, pediatrics, obstetrics, primarily used for managing chronic diseases or
signs, continuing medical education, nursing gynecology, neurology, speech language specific conditions.
call centres, primary remote diagnostic visits pathology, pharmacy etc.
etc. In developing countries, a new way of practicing
2. Asynchronous telemedicine includes store telemedicine is emerging better known as
THE DIFFERENT TYPES OF TELEMEDICINE and forward telemedicine and home health Primary Remote Diagnostic Visits, where a
telemedicine. doctor uses devices to remotely examine and
Telemedicine is practiced on the basis of two treat a patient.
concepts : synchronous and asynchronous. Store and forward telemedicine involves the
1. Synchronous telemedicine is real time transmission of medical data such as Other forms of telemedicine include
telemedicine. It involves the presence of both images, biosignals or a medical report to a telenursing, telepharmacy, teletrauma care,
parties at the same time and a doctor at a convenient time for offline (in case of critical health emergency cases),
communication link between them that allows assessment. It does not require both parties to telerehabilitation and telesurgery.
MONICA PODDAR • UG PRODUCT DESIGN • GRADUATION PROJECT 2016 Information Source:

Martinez Lucia, Gomez Carla, Telemedicine in the 21st Century
34
Both parties are present

at the same time
A real time interaction

takes place
Live chat sessions
Online portals
SYNCHRONOUS REAL TIME
Telephone calls
TELEMEDICINE TELEMEDICINE
Video conferencing
Robotic surgery
TELEMEDICINE Sending images, tests

STORE AND
FORWARD Transmission of biosignals
TELEMEDICINE
Sending medical reports
ASYNCHRONOUS
TELEMEDICINE
Post hospital care
HOME HEALTH Assisted living

TELEMEDICINE
Disease management
Both parties are not
required to be present
at the same time
Offline assessment by
doctors at a convenient THE DIFFERENT TYPES
time OF TELEMEDICINE

35
First telemedicine
link is established Fixed line
Mobile and satellite

telephone services
Interactive A variety of
+ television Video conferencing upcoming mobile apps,
microwave link online websites and
is setup portals, services etc. for
Smoke signals in Radiologic images Telemedicine real time, store and
African villages to The telephone are sent via telephone now incorporates Mobile forward and homecare
warn about diseases is invented across 24 miles these facilities revolution telemedicine
Early
1844 1900s 1960s 1980s 2000s 2010
1950s
Pre 1800 1876 Mid 1990s 2008 2016
Telegraph service Web 2.0 Emergence of

used during civil (marking the telemedicine
war to order Ship to shore beginning of applications for
medical supplies transmision of telemedicine commercial use
electro over the MONEY
cardiograms internet)
Radio is used to
communicate with
doctors in remote
villages of Australia Radio telemetry Video
for patient conferencing
monitoring is introduced SERVICE
Two way interactive

television is used to
transmit medical
information
SOME MAJOR MILESTONES IN THE
EVOLUTION OF TELEMEDICINE
36
A BRIEF HISTORY OF
TELEMEDICINE
WHERE DID IT START? were the first to use video communication for With the onset of the world wide web in the
medical purposes. They used two-way 1900s followed by web 2.0, telemedicine now
The roots of telemedicine go back a long interactive televisions to send information became possible through the internet. This was
way to early African Villages where they used across campus. followed by the mobile revolution which
smoke signals to warn people to stay away provided access to the internet to much of
from a village in case of serious disease. Next Most of these early use cases were built due human society of all ages.
came the radio in the early 1900s where to concern over reaching rural patients but
people living in remote villages of Australia by the late 1960’s urban centers were rapidly As telemedicine becomes even more
would use two way dynamo powered radios adopting the technology and adjusting it to widespread, the healthcare field is gaining more
to communicate with the Royal Flying doctor fit their own specific needs. Many of the same evidence that telemedicine has far reaching
service. early devices are still used today, with only benefits. It is slowly becoming a part of the
technological advances making them stronger common patient lifestyle with an ever increasing
It wasn’t until the 1950’s that telemedicine and faster than their early counterparts. number of real time consultations and home-
started to mould itself into an early vision of care services.
what is offered today. In 1948 the first In the 1980s, video conferencing was
radiologic images were sent via telephone introduced which was another major milestone The timeline on the left shows the
across 24 miles in Eastern Pennsylvania, in revolutionising telemedicine. By the mid evolution of telemedicine over the decades.
following which a canadian doctor built a 1990s, telemedicine started incorporating fixed
teleradiology system. By the end of the line, mobile and satellite telephone services and
decade, clinicians at the University of Nebraska video conferencing facilities.
Information Source:
Martinez Lucia, Gomez Carla, Telemedicine in the 21st Century NATIONAL INSTITUTE OF DESIGN
37
THE TELEMEDICINE
Data
TRANSMISSION SYSTEM
interchange
using GSM,
satellite
links, POTS
Self input
TCP/
IP protocol
Assisted Mobile Camera
to send and
care gateway
receive data
Communication
Online interface/
Camera portal display
Biosignals monitor
Patient’s Network connection Network connection Doctor’s
PATIENT DOCTOR
Wearable sensors device (WLAN/ 3G/ 4G) (WLAN/ 3G/ 4G) device
Communication
interface It is then transmitted
over the internet
Information is This information It is received by the

collected from goes to the doctor’s device and
the patient patient’s device displayed to the doctor
Centralised
database
Other research groups

38
LET’S LOOK AT THE

TECHNICALITIES
THE STAKEHOLDERS THE TECHNICAL ASPECT transmitting it over the internet using
WLAN/3G/4G. The data interchange happens
Next, the different stakeholders in the Today, remote monitoring and real time doctor using GSM, satellite links etc. This is then
telemedicine practise network were identified. patient interactions have been possible only received by the doctor in his device. The doctor
They are with the development of the internet, video can view it at a convenient time or whenever
- the consumer : the patients and the doctors, conferencing and advanced technologies in the necessary, and give apt feedback.
- the provider : doctors, medical practitioners, field of telemedicine. What previously seemed
nurses and specialists impossible is now being evolved and practiced In case of real time telemedicine, the link has to
across the world. be maintained live such that the doctor and
- the facilitators : Internet service providers, patient can interact instantaneously. This could
hardware manufacturers (companies producing So how does telemedicine really work? be done using live chat, audio equipment and
wearables, sensors and medical equipment), In case of home care or store and forward video conferencing facilities. The transmission
designers and developers, healthcare telemedicine, camera, biosignal monitors and system is the same.
organisations, the government, data scientists, sensors are used to transmit the patient data to
various universities, research groups, doctors, the healthcare practicioner, who is located at a The large amount of data generated during
and a large number of other people who make different place, via the internet. The practitioner such consultations could be forwarded to a
the ecosystem complete. can view and analyze the information as and central database and analysed by healthcare
when required. This is done by first collecting organisations and data analysts, scientists and
All of these stakeholders together make the the information from these sources, by using designers to provide better solutions in the
smooth functioning of different telemedicine e.g., a biosignal monitor connected to the future. Work in this domain has already started.
practices possible. patient device or a mobile app and then

www.researchgate.net/, www.thepharmajournal.com/
39
BENEFITS DRAWBACKS CHALLENGES
Reduces unnecessary travel No physical examination Acceptance of telemedicine

possible by society, patients, family physicians,
specialists, administrators and
Eliminates distance barriers the government
Physicians have to rely
on what the patient tells
Access to quality healthcare
Designing cost effective
appropriate hardware and software
Requires technical training
Access to information related connectivity
to healthcare
Requires technical
equipment Training the doctors and
Access to specialist opinions the patients
May reduce care continuity

Lower cost
Adequate reimbursements to
tele - medicine practitioners
May become too
Reduces inconvenience impersonal
Getting grants, subsidies
Medical education and waivers to introduce
telemedicine
Privacy and security concerns

40
THE LEGAL AND ETHICAL

SIDE OF TELEMEDICINE
A WORLD OVERVIEW TELEMEDICINE LAWS IN INDIA Rules, 1945, without which, the prescription
will be invalid in the eyes of the law.
When looking at the challenges faced by The practice of telemedicine in India is governed
telemedicine today, it was observed that the by various statutes that generally relate to the Telemedicine is also governed by the
legal and ethical side of telemedicine poses practice of ‘medicine’ in India such as the Information Technology Act, 2000 which
quite a few barriers worldwide. This is more Medical Council of India Act, 1956 and the provides for standards in relation to information
prominent in the developed countries as rules and regulations issued thereunder and technology in general. Issues related to
compared to the developing countries because state specific legislations where the business is security, privacy and confidentiality of
the latter are still coming up with laws proposed to be established. In terms of Section patient data and potential misuse and even
surrounding the practice of telemedicine. 27 of the MCI act, any person whose name abuse of electronic records in the form of
is enrolled in the Indian medical register can unauthorised interception and/or disclosure
The major ethical challenge includes the practice as a medical practitioner in any state would be considered under this.
- responsibilities and potential liabilities of of India according to his qualifications. Hence,
the healthcare professional. inter-state practice of telemedicine by The Department of Information Technology,
medical practitioners is permissible. Ministry of Communications and Information
The major legal challenges are Technology issued Recommended Guidelines
- maintaining the confidentiality and For all medical treatments through telemedicine & Standards for Practice of Telemedicine in
privacy of patient records, or web-interface format, it is important that the India (Guidelines) in May, 2003. A bill was
- the jurisdictional problems associated prescriptions issued by the medical passed regarding the same in 2013 which has
with cross border consultations, and practitioner is in writing and signed by a not been passed in both the houses yet.
- the reimbursement for care provided by a registered medical practitioner, in
telemedicine service. accordance with the Drugs and Cosmetic

www.conventuslaw.com/archive/india-legal-position-concerning-telemedicine/
41
TREND STUDY
REMOTE CONSULTATIONS (Using text/ audio and video)

WHAT IS HAPPENING AROUND US
CRITICAL CARE MONITORING
The global telemedicine market was
estimated to be worth around USD 23,224
HOME CARE AND AMBULATORY MONITORING
million in the year 2015 and is expected to
reach USD 66,606 million by the year 2021.
This huge growth is mainly due to the TELEMENTORED PROCEDURES/ SURGEY (using robotics)
potential of telemedicine to revolutionize
healthcare delivery as we know it. MAJOR CURRENT SECOND OPINIONS (such as complex interpretations)
Telemedicine does this by making it possible to
APPLICATION OF
instantly deliver healthcare at any time to and DISEASE SURVEILLANGE AND PROGRAM TRACKING
from anywhere in the world. TELEMEDICINE
DISASTER MANAGEMENT
So what are the trends that are shaping
telemedicine today?
It is very interesting and very necessary to DISEASE MANAGEMENT
investigate, understand and analyse these in
order to come up with a valuable solution CONTINUING MEDICAL EDUCATION
ourself. Therefore, the next step was to
understand the current scope of telemedicine INCREASING PUBLIC AWARENESS (using e portals)
as well as the direction in which it is headed.

42
MAJOR TRENDS
THE GROWTH OF A LARGE NUMBER OF CHANGING PATIENT’S EXPECTATIONS THE GROWTH OF DIGITAL THERAPY
SMARTPHONE BASED TELEMEDICINE LEADING TO A CHANGE IN THE INDUSTRY
APPLICATIONS
A large number of online platforms are coming
The consumerism of healthcare is placing up where people are learning from their peers
2016 has seen the rise of a large number of patients as the most important stakeholders and specialists about a lot of different medical
heath apps for consultations. This is mainly in the move to a value based system. Patients conditions and problems. Also, a large number
because both the specialist and the patient are becoming the owner of their own health. of people who have suffered and come out of it
prefer more and more flexibility and comfort Together with this, their expectations for more act as motivators, whereas, people battling the
while interacting along with ease of use. Thus, a accessibility, affordability and a better care same disease, support, advice and encourage
major shift from web based applications to the experience are also increasing. Thus, providers each other. It is a great way of connecting with
smartphone has ensued. are also creating more and more remote and other people in case of rare diseases or medical
efficient systems for the practice of conditions which make you immobile.
telemedicine.

43
WEARABLES IMPROVED EMR INTEGRATION INCREASED INVESTMENT
Wearables are slowly but surely making a mark Healthcare organisations, especially private ones Venture capital investment (VCI) in the field
in the healthcare market. They will collect even are quickly developing connected emr solutions of telemedicine has reached more than USD 5
more biometric data in the days to come as where the patient, clinician and specialist all use billion worldwide. As the number clearly shows,
biosensors advance and give the patient a con- the same software, thus, allowing the free flow a large number of organisations are now
tinuous assessment of their health, and instant of patient information. investing in the digital healthcare domain due to
alerts in case of any medical problem. its promising potential.

www.hitconsultant.net/trends-shaping-telemedicine-in-2016/
44
“In a few years, the idea of receiving medical

treatment exclusively at a doctor’s office or
hospital will seem quaint.”
- Harvard business review
DEMAND FOR TELE-BEHAVIOURAL HEALTH NEXT GEN ACOs

SERVICES
Next Generation Accountable Care

There is an increase in the number of Organizations will begin making use of
telemedicine services in the domain of mental telemedicine under a CMS waiver that will allow
health, counselling and psychiatry. This is mainly them to be reimbursed for remote visits with
due to the increased stress inducing factors beneficiaries in urban areas. This will let more
of the society, along with a need to maintain people freely use telemedicine services without
anonimity in case of mental health. worrying about the cost.

www.healthcareitnews.com, www.tedex.com
45
THE GROWING INFLUENCE DIGITAL HEALTH AND HYPERSPACES

OF IOT ON DIGITAL When objects and spaces are connected they
HEALTHCARE become aware, thus, augmenting and
shaping our behaviour. Thus, hyperspaces are INTERNET OF
spaces where all the activities and THINGS
A PERSONAL REFLECTION requirements of a culture of hyper sharing
takes place.
Innovations in the healthcare domain today are HYPERSPACES
more than just finding a cure or the next best Can the idea of a hyperspace in healthcare
technology. It is about sharing, collaborating examine the way in which our hyper
and learning from others in terms of both scale sharing behaviour will fuse into the future
and intensity. With the internet of medical of our perception of health and healthcare TIME
things around the corner it was interesting to as a whole?
explore this domain further which led to
certain hypotheses and revelations related to With increasing number of wearables and RESOURCES
the intersection of health and the virtual world. the huge amount of healthcare data
generated could there be a single global
During my research phase I came across certain information space for this?
terms such as hyperspaces, dataspaces, post
demographic consumerism, and newism, This leads to the possibility of feeling a part of
nowism and foreverism. It was interesting to a wider group that is united by empathy to-
understand and explore how these upcoming wards similar conditions. Also, it leads towards
existential trends could influence the various the possibility of creating a valuable experience
aspects of digital health and help in reshaping of connected health, learning from and getting
its future. This further helped in the motivated by the people around you and
conceptualisation phase where the search for utilizing the vast pool of available information
solutions was fuelled by these trends. to come up with foolproof ways of mass well
being.

46
POST DEMOGRAPHIC CONSUMERISM AND

THE MARKET FOR DIGITAL HEALTHCARE
Access to healthcare
Today we live in a fluid society with efficient
information
markets and available ideas where the risk
or cost of trying out new things is too low.
Hyper small targeting
A large number of products and systems are is possible
cropping up with their main focus being on
the experience, connection, authenticity and of Ability to try out more
course health followed by sustainable lifestyles. healthcare products and
HOW IS POST services worldwide
There is a shift in the demographic
DEMOGRAPHIC
consumption leading to post demographic
CONSUMERISM Shift in healthcare
consumerism. The four pillars of access, per-
providers from public
mission, ability and desire are creating new INFLUENCING to private sectors
innovation opportunities. This has resulted in
the formation of new post demographic HEALTHCARE?
identities. It is not only creating a shared Increase in health
consiousness but also new levels of post consumerism
demographic shared consumer experiences in
all domains including healthcare. Increased freedom
of personal health
Can the healthcare markets of the future

Increased incorporation
produce not just for the individual but of sentimental values
collectively for the society with a direct
omnipresent link between the health
seekers and healthcare providers?

47
DATA SPACES AND MUTUAL WELL BEING THE INFLUENCE OF NEWISM, NOWISM AND services and experiences that are satisfying
FOREVERISM the customer’s lust for instant gratification.
As human beings living as a part of society we This real time content avalanche is also being
are influenced by our surroundings and the NEWISM: The concept of newism emerged created by the consumers’ contributions. It is
nature of it. This leads to the concept of an with the creation of new products, services, considered to be a mega trend that will have a
enabled space. and experiences on a daily or rather hourly massive impact on corporate cultures, product
basis. With this fast paced innovation creation innovation, customer relationship, and tactical
An enabled space is defined as one that is is outweighing destruction. campaigns.
aware of itselves and its occupants, thus,
responding to the occupants, individual and In a transient world with an endless global With digital being synonymous with instant,
collective needs. Enabled objects are aware of flooding of new products and services, the the rapidly growing online world is making
their users’ needs, and gather and make sense newer and richer source of social status has instant gratification even easier to obtain. Real
of information for a relevant reaction. everything to do with showing one’s time interaction solutions that are only
connectedness and being in the know. It is coming up would be a major gamechanger in
With the spaces and objects becoming all about being the first to know, find, do or the future. Everyone is now online anywhere
data enabled, can we derive meaning own something. Healthcare has remained and at anytime which is creating a generation
from people through contextualizing the untouched, be it a new fad diet or the next big of consumers who are InfoLust.
healthcare data with other relevant revolution in healthcare technology.
information? In the healthcare domain this has led to a large
Digital fitness and the fitness industry is number of healthfeed portals and
In addition to that in an enabled space it will changing and benefiting from this. For brands applications where consumers are getting
not just merely be about providing healthcare, and organisations it is now majorly about fresh content directly from the doctors, thus,
but about gaining knowledge for mutual well capturing and holding the consumers’ satisfying their need for new, authentic
being. Receiving healthcare or being aware and attention towards their product or service. experiences. There is also a number of chatting
conscious about one’s health and the decisions portals available where the health seeker can
that one makes will not be limited by the NOWISM: Nowism is about novel and signifi- get direct advice from the doctor without the
severity or location of the patient or person. cant offline and online real-time products, need for traditional physical interactions.

48
NEWISM
FOREVERISM: It is fuelled by technologies
that offer businesses and consumers with new
methods to find, interact and collaborate Hyper Experience Counter
forever with anyone and anything. Individuals competition cramming Trysummers FSTR
Trend
all over the world are creating online profiles
and relationships that are expectedly forever.
Thus, in the healthcare domain, the permanent

ability of information online has led to a large
number of doctor and hospital search NOWISM
platforms and apps.
Also, health seekers can now create their

health profiles online and store all their past Hyper Mobile Instant
Real time Snackonomy
Tasking Info Lust gratification
appointment history and digital health
records in one place that remain with the
person at all times leading to increased
accessibility.
Understanding these terms helped connect the FOREVERISM

dots. Now, it could be finally understood why
the major changes that are taking place are a
certain way and how the products and services
that are coming up in the healthcare domain Forever The process Forever Forever
presence is the product Beta Conversing Modularity
are influenced by all these factors with
continuous change over time.

49
WHAT IS HAPPENING
IN INDIA?
DIGITAL HEALTHCARE IN INDIA - THE DARK SIDE THERE IS HOPE

THE ROSY SIDE
There is also a dark side to healthcare in India. India’s universal health plan that aims to offer
Healthcare has become one of India’s largest For every 1000 people, there are only 0.5 guaranteed benefits to a sixth of the world’s
sectors - both in terms of revenue and physicians and most Indians travel about population will cost an estimated 1.6 trillion
employment. The overall Indian healthcare 20km to reach a hospital. 46% out of them rupees (USD 23.72 billion) over the next four
market today is worth USD 100 billion and have to travel 100km to seek proper medical years. With over 900 million mobile phone
is expected to grow to USD 280 billion by care. connections and over 200 million
2020. The Healthcare Information Technology internet users, wireless technology is now
(IT) market which is valued at USD 1 billion Having direct interaction with a specialist is being harnessed to decentralise India’s
currently is expected to grow 1.5 times by nearly impossible for many patients since most healthcare industry.
2020. specialist doctors live in cities, while 70
percent of India’s population lives in rural MARKET STUDY
It is growing at a brisk pace due to its areas. Even in cities, due to hectic lifestyles and
strengthening coverage, services and increasing longer commutes it becomes tough to visit the Next, an effort was made to map out the
expenditure by public as well private players. doctor. various companies in this domain, and further
- India’s competitive advantage lies in its large analyse the kind of services they provide.
pool of well-trained medical It is predicted that premature death caused
professionals. by heart disease, stroke and diabetes will The image on the right hand side shows
- India is also cost competitive compared to result in the loss of USD 236 billion national this.
its peers in Asia and Western countries. income over the next 10 years.

www.blogs.reuters.com/india/telemedicine-in-india-might-just-be-what-the-doctor-ordered
50
Roche Philips
MARKET STUDY Pfizer GE
Laurus Labs Health Kart
Livehealth
Obinio
Remote Diagnostics MANUFACTURERS
(Pharma company, Patients engage
Core Diagnostics
consumables, equipments)
Care24
Map my Genome
Diagnostic Wellness
Portea
MedGenome
Medwell
Predictive
Vivo
diagnostics Home Care
Practo
MUrgency
Services Doctor and Lybrate
MicroXLabs (emergency, MAJOR PRIVATE hospital

nurse etc.) discovery Credihealth
Janacare HEATHCARE
Medicosa
Medical COMPANIES IN
Biosense tourism Software
INDIA (EHR and HIS) Attune
Sattva Medtech
Live health
Medical
Medirent devices Consultation DocsApp
Salted venture
JustDoc
Wearables Online pharmacy
Apple watch Monkmed
Whoop Medical insurance, iclinic

money lending and
Fitbit Continuous care
crowdsourcing
GOQii Curefy
1MG
Bitgiving
Milaap Netmeds
Wishberry

51
1 Startups like Practo, Portea Medical,

MedGenome, Lybrate, Medwell
Ventures, 1MG, Medicosa and
HealthKart have already made a mark in
the online healthcare industry.
CONCLUSIONS OF
MARKET STUDY 2 There has been a huge increase in the
number of startups that are coming up in
the wearables and remote
consultations domain.
MAJOR LEARNINGS
3 Most of the companies manufacturing
wearables and medical devices focus
About 90 percent of the startups evaluated in
2015 were working on preventive healthcare solely on that with no expansion in any
and monitoring solutions. Newer and other domain.
smarter health devices are also helping the
industry’s growth. Almost all the big
manufacturers are looking at developing 4 Market monopoly is observed in pharma
manufacturing companies. However, a lot
5 Most of the companies that focus on
doctor and hospital discovery also
devices with mobile functionality.
of new startups are coming up with online focus on software management system
pharmacies. for doctors.
Several state governments such as Maharashtra
and Andhra Pradesh have launched free
medical helplines. There also are private
companies, such as Mediphone. Started in 6 Ahave
lot of startups focusing on doctor search
also come up with diagnostic search
2011, the paid service has more than 1,000 such as Practo, iclinic, Medicosa, 1Mg etc.
phone calls each day seeking medical advice,
with 33 percent of the calls coming from
Bihar, one of India’s most underdeveloped
states.
7 There has been an increase in the number
of companies providing nurses and
paramedics as well as emergency
Some of the major learnings from the mapping services, thus, improving accessibility and
were as follows : availability.
8 Integrations between wearables and real

time consultations is still not observed, thus
providing a great opportunity area.

52
“Medicine is an art whose magic and creative ability have long been recognized as
residing in the interpersonal aspects of patient-physician relationship.”
-J. A. Hall, D. L. Roter, C. S. Rand

(Communication of affect between patient and physician)
THE DOCTOR PATIENT
RELATIONSHIP
In order to design for doctors (caregivers) and Slowly but surely, people are becoming HOW DOES IT CHANGE IN CASE OF REAL
patients (healthcare seekers) it is very necessary more and more self aware about their own TIME INTERACTIVE HEALTHCARE
to understand the doctor patient relationship health and the concept of quantified self is
and its importance. emerging. Doctor patient interactions are no In case of real time interactive healthcare the
longer always in person. doctor no longer sees the patient in person.
THE PHYSICAL WORLD MODEL This means that no physical examination is
However, while interacting with the patient, the possible. The doctor has to advise, diagnose or
The historical model for the physician- requirement still remains that the doctor’s provide a second opinion merely on the basis of
patient relationship involved patient communication and interpersonal skills what the patient is saying, on the basis of past
dependence on the physician’s encompass the ability to medical history or additional reports, or what he
professional authority. Believing that the - gather information in order to facilitate is able to see virtually. Unless there is another
patient would benefit from the physician’s accurate diagnosis, physician present along with the patient the
actions, a paternalistic model of care - counsel appropriately, exchange of information might become difficult
developed. All interactions were in person. - give therapeutic instructions, and, in case of complicated cases.
- establish caring relationships with
During the second half of the twentieth patients. Another important factor is patient trust.
century, the physician-patient relationship If the first interaction itself is real time then the
evolved towards shared decision These are the core clinical skills in the patient might take some time to establish trust.
making. This model respects the patient as an practice of medicine, with the ultimate goal of Despite this many doctors as well as patients are
autonomous agent with a right to hold views, achieving the best outcome and patient choosing the option of real time consultations
to make choices, and to take actions based on satisfaction, which are essential for the over physical visits because its advantages are
personal values and beliefs. effective delivery of health care. way more than its drawbacks.

www.ncbi.nlm.nih.gov/, www.blogs.jpmsonline.com
53
WORDSTORMING
Medical
Quality
Two way
Patient - centric Collaborative

Reciprocation
Personal Care
Information Involvement
Helplessness Empathetic
Trust Attention Therapeutic Satisfaction

Money minded Doubt
Interpersonal Convincing
Pure
Beneficial Miscommunication
Holistic
THE DOCTOR
Healing PATIENT Support
Balanced RELATIONSHIP
Expectations Diagnosis
Counselling Positive
Recovery
Psychosocial Hopefulness
Treatment
Responsibility
Wellness Communication
Accurate Advice Disclosure Confusion
Understanding
Anxiety Fear
Uncertainty
Complex Different words that come to mind
when we think of the doctor - patient
relationship.
Blue - Positive/Neutral
Grey - Negative
54
WHAT NEXT?
Since, real time consultations are a subset of Some of the key questions were
telemedicine and digital health both, both
were studied in detail to obtain a deeper - When does a patient feel the need to
understanding about the subject followed by approach the doctor?
an understanding of the doctor patient
relatioship, before moving forward. - When does a patient approach the doctor on
an online consultation platform?
However, at this stage, I felt that I had
diverged too much and it was time to go back - What are the scenarios where real time
to the brief and do primary research and consultations might work?
analysis related to real time doctor patient
interactions. to understand where the real - What is the best approach towards real time
opportunities lie and what is the actual consultations?
acceptance and expectations of the health
seekers and doctors. Also to be kept in mind
This entire phase was divided into three parts, - What are the personal biases towards the
- patient side investigation and analysis, project?
- doctor side investigation and analysis,
- existing product analysis - How to make sure the biases are not
reflected in the research methods?

55

56
3.1 An introduction
3.2 The research and analysis process
3.3 Initial brainstorming
3.4 Filtering out situations
3.5.1 The ten questions
3.5.2 The questionnaire
3.5.3 Qualitative and quantitative analysis
3.5.4 Affinity mapping
3.5.5 Persona Development
03 3.6.1 Existing product analysis

3.6.2 Purpose of the analysis
PRIMARY RESEARCH 3.6.3 Setting the framework
3.6.4 Percentage split
AND ANALYSIS
3.6.5 Specific cases
3.6.6 Key insights
3.7.1 The Doctor’s say
3.7.2 Initial Interviews
3.7.3 The questionnaire
3.7.4 The survey
3.7.5 Survey insights
3.8 The dilemma
3.9 Moving forward

57
“Measuring engagement and engaging consumers are two sides of the same coin.”
- David Penn
AN INTRODUCTION
THE OBJECTIVE THE PROCESS 2. Existing product analysis :

The questions asked by patients in the existing
Real time interactive doctor patient interaction The primary research process was carried out platform of Practo Consult were analysed to
with ownership given to the health seekers, in three stages each of which is further divided understand when a patient approaches a doctor
(here the consumers) is a very upcoming field into subcategories. These stages overlapped at on an online consultation platform (not real
especially in developing countries. There are a various points and hence, it was not a linear time in this case but the patient and doctor are
lot of myths and inhibitions related to it both process. not meeting physically). This was followed by
from the patient side as well as the doctor side. setting a framework and analysis.
1. The patient’s perspective :
The aim of conducting first hand primary Firstly, an experiement was carried out to 3. The doctor ’s perspective :
research was to understand the acceptance understand the patient’s thought process When designing in a system, where the doctor’s
towards real time consultations both (whether they could think of non physical are a major stakeholder, it is very necessary to
among the patients as well as the doctors. ways of interacting with the doctor). This was understand their perspective as well so as to
Secondly, it was to understand the various followed by question probes and surveys to come up with the best design solution keeping
scenarios where the doctors could interact with understand their inclination, acceptance and their needs and expectations in mind. This was
the patients successfuly without the need for expectations. done by conducting interviews and surveys with
face to face interactions. the doctors.
The insights generated were analysed both
Also, with the help of primary research, qualitatively and quantitatively. This was The insights generated from both primary and
learnings from the secondary sources were followed by affinity mapping and further, secondary research were kept in mind to
validated. building user personas. identify opportunity areas and design directions.

58
THE PROCESS
Conversations
Interviews Survey
THE DOCTOR’S THE PATIENT’S

PERSPECTIVE PERSPECTIVE
THE PRIMARY
RESEARCH Affinity mapping
Survey findings AND ANALYSIS
PROCESS Persona generation
Thought process
Inclination Identifying
Acceptance Scenario building
Expectations
Setting a framework Qualitative and
quantitative analysis
EXISTING PRODUCT
ANALYSIS
Certain processes were followed in more than one

stage. The representation shows the processes for
both research and analysis in the different stages
with indications for the overlaps.

59
INITIAL
BRAINSTORMING
To design for doctor patient interactions, it

is necessary to understand when the doctor
patient interaction takes place (under what
circumstances) and what are the predominent
needs for the interaction. It could be anything
from a minor problem to regular checkups to
surgeries and emergency situations.
Therefore, the first step was to identify all

the different possible situations when a
person feels the need to go to the doctor.
It could be a new need (where the patient is
searching for a doctor for the first time) or an
old one (where the patient goes to the same
doctor again or searches for another doctor for
the same treatment due to dissatisfaction or
for a second opinion.)
This has been mapped in the image on the

right hand side.

61
FILTERING OUT
SITUATIONS
After the initial brainstorming session, the next

step was to identify the various situations in
FOR SECOND OPINIONS
which doctor patient interaction was
possible without the patient interacting FOR FOLLOW UPS
with the doctor face to face. This would in
turn help in identifying the different situations
where real time solutions could intervene. FOR A REFILL OF MEDICINES
SITUATIONS
The major factor that doesn’t allow real time
WHERE REAL TIME WHERE PHYSICAL EXAMINATION IS NOT REQUIRED
doctor patient interactions currently is the need
for physical examinations for proper DOCTOR PATIENT
diagnosis and treatment. Also, in case of INTERACTIONS LIFESTYLE RELATED PROBLEMS
surgery (where a doctor performs the (Weight loss, diet chart, weight gain etc.)
operation) and emergency situations where MAY BE POSSIBLE
immediate help is necessary, doctor COUNSELLING AND PSYCHIATRIC PROBLEMS
intervention is required.
The image on the right shows the different FOR MEDICAL QUERIES
situations where real time doctor patient
interaction may be possible. FOR MEDICAL ADVICE

62
3.5
THE TEN QUESTIONS
A user study to understand the health
seekers perspective

63
WHAT IS IT ABOUT? THE METHODS USED THE TARGET AUDIENCE
WHAT IS IT? To carry out this user study, first the ten INITIAL HYPOTHESIS
situations were detailed out. Next,
The ten questions were ten situations that a questionnaire was formed with a few more The initial target audience for the interviews and
were formed keeping in mind that the patient additional questions to capture the age, survey was decided to be
may not be able to physically meet the doctor. demographics, and tech savvy ness of the user. - between 18 and 60 years of age
However, the questions themselves did not The additional questions were also to provide an (keeping in mind that people above 18 can take
indicate concretely that the patient should not undestanding of the thought process, responsibility of their own health and people
go to the doctor. It was upto the person to preferences and acceptance of the users. This above 60 might need additional assistance.)
choose how to react in that situation. has been explained in detail in the next section. - with equal number of male and female
respondents for each category
These ten questions are derived from the These questions were then first asked to five - with all possible occupations
situations where real time doctor patient people to test the outcome and then a survey - with an equal mix from metros and non
interactions may be possible. was sent out from which 129 responses were metros
analysed. - moderately tech savvy
WHY WAS IT USED? - knows how to use a mobile phone
After this, interesting responses and responses
The aim of this experiment was to understand for each category were studied in detail and the Effort was made to equally divide the
how a person would react when faced with people were interviewed face to face or over situations among different age groups, gender
a medical problem. It was also to understand the telephone. People were approached and locations. For the personal interviews, effort
whether the person can think of a non physical personally or in groups for further was made to cover all the different types of
way of interaction on his own, and, when discussion regarding the topic as well. respondents so as to get a rich response and
faced with various choices which method of eliminate the different biases.
interaction would they prefer.

64
THE SITUATIONS
Imagine you have a cough and cold for the past one Imagine you have a long term skin problem which
week which is not going away. You have a very busy has been there for a while. However, visiting a doctor
SITUATION 1 schedule from Monday to Saturday due to which SITUATION 4 might consume a lot of time out of your daily sched-
you have been unable to consult a doctor yet. What ule. What would you do in such a situation to get
would you do in such a situation? Describe in detail. treatment and resolve the problem? Describe in detail.
Imagine you have been putting on a lot of weight Imagine you want to visit a dentist but you want to
recently and you want to reduce. However, no talk to a few dentists in advance regarding the price
SITUATION 2 amount of exercise/ diet change is working for you. SITUATION 5 and the treatment procedure before actually going for
You do not have the time to go visit a dietician. What the procedure. What would you do in such a
would you do in such a situation? Describe in detail. situation? Describe in detail.
Imagine you have a chronic back pain which only Imagine you have been suffering from severe
keeps getting worse. However, due to work you have headache, nausea, blackouts for a while. You have
to travel a lot and you have been ignoring your back consulted a few doctors but all of them said there is
SITUATION 3 SITUATION 6
pain. You want to consult a doctor but you haven’t nothing wrong. You want to consult a specialist in a
had a chance yet. What would you do in such a situa- different city or a renowned doctor. What would you
tion? Describe in detail. do in such a situation? Describe in detail.

65
THE SITUATIONS - CONTINUED
Imagine you are suffering from a disease where the

doctor you have consulted wants you to undergo an
Imagine you have deficiencies. However, you do not
operation. However, you still believe that the problem
want to take normal supplements as you feel that
can be treated with medication and an operation
SITUATION 7 SITUATION 9 they are not good for health but you want to consult
is unnecessary and costly. You want to consult a
a homoeopath or an ayurveda specialist instead. What
specialist in a different city for a second opinion or
would you do in such a situation? Describe in detail.
a renowned doctor. What would you do in such a
situation? Describe in detail.
Imagine you recently had an operation under a re- Imagine you have an eye infection. You do not want
nowned specialist in Mumbai. You need to follow up to go to the ophthalmologist as you do not have time
SITUATION 8 with the specialist multiple times to ensure that the SITUATION 10 and you do not want the infection to spread either.
problem does not relapse. What would you do in such What would you do in such a situation? Describe in
a situation? Describe in detail. detail.
- Each situation was given to around 10 to 15 people.

- The situation was rotated after that and replaced
with a new situation.
- Each person did not get more than one situation.

66
THE QUESTIONNAIRE
The entire questionnaire was divided into 6 major parts and each part was revealed only after the respondent answered or chose to skip the previous question. This was done in
order to eliminate any bias that may be formed in the mind of the respondent while answering the questions.

67
PURPOSE PART 1 - DEMOGRAPHICS
WHY WAS IT FORMED?

GENDER
RANGE OF RESPONSES
The questionnaire was formed to give structure
62% males
to the information collected from the people.
129 responses analysed in total.
It includes the parameters mentioned in
the previous page. It further helped in the
38% females
qualitative and quantitative analysis of the data
collected from the respondents/ users.
Each question in the questionnaire was AGE RANGE LOCATION

presented to the respondent only after they
answered or skipped the previous question so 17 to 76 57% metros,
(with maximum number of
that their initial answers did not get influenced
by the questions following. respondents between 21 and 29)
38% non metros,
8% outside India
KEY INSIGHTS EXPECTED
Major insights regarding the tech savvyness,

thought process, inclination or preference, OCCUPATION
acceptance and expectations of the patient Student (engineering, design, law, humanities), teacher, developer, designer,
were expected as an outcome of the interviews architecht, manager, shopkeeper, advocate, retired, housewife, entrepreneur,
and survey. banker, consultant, engineer etc.

PART 2 - TECH SAVVYNESS
OWNERSHIP OF A SMARTPHONE
AIM : To understand the initial level of tech
savvyness.
INSIGHTS:
96% people who responded to the survey
mentioned that they own a smartphone.
MAJORLY USED APPS

AIM : To understand
- advanced level of tech savvyness, and,
- the level of comfort and acceptance.
INSIGHTS:
The table on the right hand side shows the apps that are majorly
used by people. The apps have been separated into different
categories and the ones which are used more are highlighted in black.
People using only a few basic apps are considered moderately tech
savvy whereas people using a large number of different advanced
apps are considered to be highly tech savvy.
69
PART 3 - COURSES OF ACTION
THE TEN SITUATIONS

Wait for the disease to go away
Self medication (including home remedies)

RESPONSE ANALYSIS
The target audience was presented with the Lifestyle changes (exercise, sleep, routine etc.)
ten situations as mentioned and they had to
respond with the most likely thing they would Online search (for doctors)
do in that situation. Next, for each situation
the responses were analysed.
Online search (for remedies)
KEY INSIGHTS
Call up friends/ family (for information/help)
For each situation the preferred course of
action varied with certain courses of action
being preferred for more than one or almost all Call up the family doctor
situations. These trends have been
visualised on the right hand side page. Non - physical interaction (whatsapp, video etc.)
Overall, the respondents mentioned 10

different courses of action varying as per Physically go visit the doctor
situation. This has been presented in the list on
the right hand side. Use an app

70
PART 3 - CONTINUED
VISUALISATION OF ANALYSIS
SITUATION 1 SITUATION 2 SITUATION 3 SITUATION 4 SITUATION 5
SITUATION 6 SITUATION 7 SITUATION 8 SITUATION 9 SITUATION 10
Preferred courses of action for each of the ten situations has been visualised above.

71
PART 4 -
CAN YOU THINK OF A WAY?
RESPONSE ANALYSIS
After the ten situations, the next question that EMAIL PHONECALL
the users were asked was whether they could
think of a way in which the doctor can WHATSAPP AUDIO CALLING PLATFORM
provide treatment without the patient
paying a physical visit.
APP FOR TEXT BASED VIDEO CALL
INTERACTION
The aim of this was to again understand the USERS TAKE ON
thought process and inclination and hence, the LIVE CHAT METHODS FOR VIDEO CALLING PLATFORM
acceptance of the users. NON PHYSICAL
IMAGE SHARING DOCTOR PATIENT RECORDED VIDEO
KEY INSIGHTS (Reports, affected areas) MESSAGES
INTERACTION
The responses provided an initial insight into BLOGS AND FORUMS SENSORS + APP
the method of non physical interaction (data directly sent to doctor)
preferred by the users. This has been FILLING A USING SMART DEVICES
presented in the image on the right hand side. QUESTIONNAIRE
(not all of them are real time) HOLOGRAMS
APP FOR MIXED MEDIA
CONSULTATION
Quite surprisingly, even without providing
them with options, the people have mentioned
quite a few methods of interacting with the
doctor where the doctor and the patient are
20% of the people said they could not think of a way in which the doctor can treat the patient without
meeting physically. (This ranges across all age groups.)
not meeting physically.

72
PART 5 -
PREFERRED METHOD
RESPONSE ANALYSIS This analysis again helped in understanding Preference was given to video interactions,
user inclination and preferences (by reaffirming closely followed by phone and then
Next, the target audience was asked to choose it) and also their expectations. The quantitative whatsapp.
the most preferred method of interaction, analysis has been represented on the right
apart from a physical visit, from a list of hand side. In case of minor problems the patient would
given options. still wait for the problem to go away instead of
KEY INSIGHTS visiting a doctor.
This was analysed quantitatively where each
person could choose only one most preferred 4% people said that they would still prefer a In case of follow ups everybody agreed that
method. During personal interviews the people physical visit and no other method. there is dire need for non physical methods of
were also asked why they chose that particular (irrespective of whether they could think of a interaction instead of going to the doctor again
method or gave it preference. way or not). and again
37.98% 34.11% 15.50%

7.75%
4.65%
EMAIL
VIDEO CONSULTATION AUDIO CONSULTATION
PLATFORMS PLATFORMS
OTHER METHODS
TEXT BASED CONSULTATION

PLATFORMS
(SMS/Whatsapp etc.)

73
PART 6 -
PREVIOUS KNOWLEDGE CONCLUSIONS AFFINITY MAPPING
RESPONSE ANALYSIS Overall, the user side research and analysis WHAT NEXT?
helped in understanding the user’s perspective.
The last question was whether the people have It provided a clear picture of what a person After understanding user preferences towards
used Practo before. This was purely asked to understands and expects from non physical doctor patient interaction methods where the
understand the respondent audience mix doctor patient interactions. doctor and the patient are not meeting face
and to see how the answers varied based on to face, the next step was to identify the
whether they had used or knew about it. Also, it was observed that while a few people different scenarios under which the patient
still strictly believed that non physical doctor does not or is not able to meet the doctor
KEY INSIGHTS patient interactions were not possible, majority physically.
of them said that if they had the opportunity
18% said they had used practo, 42% said they to interact with the doctor without having to All these scenarios were mapped and then
had heard about Practo but hadn’t used it, physically go and visit them they would in fact segregated into different categories to come up
39% said they hadn’t heard about and opt for it depending upon the type of problem with new patterns of thinking.
hadn’t used practo and 1% said that they had they were facing.
used another app similar to practo. This would in turn help in identifying
In fact, non physical interaction platforms or real where there is a real need for real time doctor
The number of people preferring phone calls time platforms would make the process easier patient interactions. It would also help to
and video calls is almost the same in all 3 for them by saving them time money and effort. understand the patient psychology, and the
categories. Also, in case of immobility such as post acci- limitations that need to be addressed.
dent bed rest, chronic illnesses and handicaps it
People above 29 years either did not know would serve as an excellent solution. This had been shown in the image on the right
about practo or hadn’t used the app. hand side.

46
AFFINITY MAPPING OF
THE SCENARIOS
STEP 1: Mapping out all the different scenarios

STEP 2: Segregating them into different categories
75
PATIENT IS PATIENT WANTS

PATIENT DOES
RELUCTANT TO TO MEET THE
NOT FEEL THE NEED
MEET THE DOCTOR BUT
FOR THE DOCTOR
DOCTOR DOES NOT KNOW
1 2 3
Patient is unable to identify the Patient feels shy to go to the doctor Lack of awareness
symptoms/ problem (Social stigma)
(Patient does not know its a problem) Lack of knowledge
Patient is a teenager/ adult who
Minor problem where the patient does not want to share symptoms Lack of connectivity
self motivates/ self medicates
(wants medicine/advice but does not
Patient fears hearing about the disease Lack of internal networking
want to go to the doctor)
Patient fears the treatment/ procedure

Patient overlooks symptoms
Patient does not consider it to be Patient is a kid who does not like/
a problem fears doctors
Patient googles symptoms and solutions Patient does not agree with the
diagnosis
Chronic problem where the patient
constantly self medicates

76
NEED FOR NON PHYSICAL

MODES OF INTERACTION
PATIENT TALKS
PATIENT IS
TO THE DOCTOR Here, all the stages of interaction where the
UNABLE TO TRAVEL patient and doctor are not meeting face to face
BEFORE/ AFTER have been considered starting from when the
TO THE DOCTOR
MEETING THEM patient does not even know it is a problem, to
reluctance, lack of knowledge, inability and pre
visit and post visit enquiries.
4 5
Patient does not have the time Patient wants to know whether there
is a requirement to meet the doctor
Patient keepts travelling a lot
Patient wants to choose the right
y Patient has to go for multiple follow ups treatment/ medicine/ tests
tworking Patient does not want to put in the Patient wants a second opinion
effort required
Patient wants to enquire about/ wants

Patient is physically unable to travel
a refill of medicines
Patient is old
Patient has a medical query
Patient has recently undergone surgery/
recovering from a disease Patient has an emergency doubt/ problem
Patient is located in a remote city
Doctor is located in a different city

77
PERSONA DEVELOPMENT ELEMENTS OF THE PERSONA
THE NEED
Personas focus on user goals, current NEEDS AND EXPECTATIONS WHO IS THE USER?
behavior, and pain points. They tell a story What the user wants, i.e., must haves Type of consumer/ patient
and describe why people do what they do in in the final solution (Age/ gender/ occupation/ location)
an attempt to design and building a product or
service and understand, relate to, and
remember the end user throughout the entire FRUSTRATIONS PERSONALITY
development process. What frustrates or annoys the user Basic characteristics that define
(should not haves) the nature of the user.
HOW ARE THEY FORMED
The personas are formed, keeping in mind the USER TYPE CONTEXT AND DETAILS
users’ needs, wants and limitations, to (Based on tech savvyness ) Details about the user based on
communicate research insights and user goals. Inexpert, medium, advanced, expert real life interviews
After creating an initial understanding of the

potential users by looking at all the different
TECHNOLOGICAL CURRENT MODE
scenarios of doctor patient interaction falling
INCLINATION Current mode of interaction with
under each segment, certain patterns were
How the user interacts with the doctor
observed. This was combined with real life
technology, tech savvyness, apps used
informal interviews with people identified to
fall under each category to come up with the
user personas.

78
PERSONA 1 CONTEXT AND DETAILS

Sits in office for long hours (little or no exercise)
Often orders lunch from various nearby vendors and apps
Loves trying out different kinds of food in her spare time
Wants to get married in a year or two (family looking for a potential groom)
Wants to lose weight without compromising on her current lifestyle.
CURRENT EFFORTS
Tried googling various methods of losing weight.
Asked questions and contacted doctors online on weight loss forums
Tried following advice given by friends and family
FRUSTRATIONS
Tried following advice from a lot of people and forums to no avail
Managed to follow diet and routine for a few days and then went back to
I am a 25 year old professional
old ways due to lack of motivation and direction
working as a service representative
Getting advice simply from family and google is not enough
in Oracle, Gurgaon
NEEDS AND EXPECTATIONS

PERSONALITY
Wants a foolproof method of losing weight that actually works
Outgoing, joyful, a bit lazy, Wants something specifically catered to herself
fun loving, socialising, foodie, Feels that she should go to a dietician or a trainer (but feels to lazy to find
self conscious one and go because of her hectic daily schedule)
Would prefer proper advice at the comfort of home
USER TYPE
Advanced TECH SAVVYNESS (8/10)
Is very tech savvy
Uses apps such as uber, zomato,
foodpanda, freshmenu, instagram etc.

79

7 months old pregnant with another 2 year old child (who does not go
to school yet) whom she has to take care of
Lives with her husband and child in a nuclear family in Navi Mumbai
Loves soap making (in her free time) and sells handmade soaps online, as
part of exhibitions and takes workshops on soap making from time to time.
She has an instagram page for her brand
CURRENT EFFORTS
Has a fixed doctor taking care of her pregnancy (who delivered her
previous child as well)
Physically visits the doctor for prenatal visits (once or twice a month)
Calls the doctor in case of some query/ doubt
FRUSTRATIONS
I am a 29 year old housewife
Recently shifted to Navi Mumbai and the doctor is in Andheri
living in Mumbai. I am
Finds it very tiring and inconvenient to travel all the way to the doctor each
7 months pregnant
time there is a necessity
Finds the prenatal visits very time consuming (whole thing takes up around 5hrs)
PERSONALITY Has to ask someone else to take care of her child for the time period
Caring, prim and proper,

creative, enthusiastic, open NEEDS AND EXPECTATIONS
Wants a way in which she can still consult the doctor without having to travel
all the way to the doctor every time
USER TYPE
Is very tech savvy
Uses apps such as uber, myntra,
instagram, pinterest, paytm etc.

80

Bank manager in SBI for more than 10 years, well settled
Lives with his wife and both daughters are in boarding school
Enjoys watching television and plays cricket in his free time
Goes jogging in the society park and believes in staying fit
Recently broke his leg during one of the cricket matches and had to undergo
surgery. Now under bedrest for a month
CURRENT EFFORTS
Visited the doctor initially after the injury and had his bone set and cast
Visited the doctor once since then, due to excessive pain and consultation
regarding the same
FRUSTRATIONS
Had to take leave from work because of his injury due to which a lot of
I am a 42 year old Bank Manager
work is suffering
living in Ahmedabad
Wishes that there should be some way of healing such injuries faster
(middle aged working professional)
Finds it difficult to do his daily activities (with the cast) and feels handicapped
Has managed to figure out life hacks to tackle these problems
PERSONALITY
Warm, friendly, understanding, NEEDS AND EXPECTATIONS
supportive, work oriented,
Physiotherapist home visits
cricket fan
A way of communicating with the doctor without actually going there
(especially because he is unable to drive and his wife does not know how to)
USER TYPE
Medium TECH SAVVYNESS (6/10)
Is medium tech savvy
Uses apps such as whatsapp, paytm, bookmyshow, crickbuzz, flipkart etc.
Is well versed with online transactions and netbanking

81

Works as a software developer in Locus.sh (from the past 2 months)
Recently relocated from Delhi
Lives with his colleagues in a villa in Kormangala (unmarried)
Loves gaming, football, trekking, driving and photography
Believes in solving his own problems and google is his go to friend for most
Work involves sitting in front of a computer for long hours and recently he
has been suffering from back pain which has only been aggrevating.
CURRENT EFFORTS
Tries self medicating (by applying volini)
Googled solutions (as the problem has only been aggrevating)
FRUSTRATIONS
I am a 27 year old Does not have time to visit any doctor (due to his busy schedule)
software developer from Believes that if he improves his lifestyle and posture, and starts exercising, then
Bangalore his back pain would go away but hasn’t been able to do so due to time constraints
Hates Bangalore traffic, and believes taking a day off to visit the doctor for
something minor is not advisable.
PERSONALITY
Up to date, determined, cool NEEDS AND EXPECTATIONS
headed, competitive, open minded,
A simple way of consulting the doctor without wasting time
realist, independent
Hates waiting in waiting rooms of hospitals and hence, would prefer a method
where he does not have to wait much to talk to the doctor.
USER TYPE
Expert TECH SAVVYNESS (9/10)
Is extremely tech savvy
Uses apps such as viber, shareit, splitwise, zoomcar, uber, banking apps etc.
Likes trying out new apps and services from time to time

82

Studies electrical engineering in IIT Guwahati (currently in his 3rd year)
Has always been a topper in school but his grades have been constantly
falling in college (and now he has a semester back)
His father passed away recently and he is suffering from severe
depression and has become somewhat of an addict
Wants to become an IAS officer in the future but losing hope.
Had an interest in music but gave that up after his father passed away
CURRENT EFFORTS
He has not interacted with any psychiatrist about his problem
Has googled solutions a few times (to help him with his addiction problem)
to no avail
FRUSTRATIONS
I am a 19 year old college Wants to get out of his depression and stop wasting his life but does not
student studying engineering have proper guidance or motivation
in Guwahati Does not know who to go for help and does not want to talk to any of his
friends, family or teachers about it from the fear of being judged
PERSONALITY
Inquisitive, resourceful, shy,
easily angered, worrying Wants to talk to someone anonymously
Does not go to a psychiatrist (because he thinks it would be too expensive
and from the fear of being judged)
Wants the solution to be cheap
USER TYPE
Is very tech savvy
Uses apps such as whatsapp, splitwise,
wynk music, youtube, paytm, bookmyshow etc.

83

Final year chemistry honours student in Gargi college, Delhi University
Loves reading books and taking part in street plays and other social
movements and campaigns
Is a trained classical dancer and a part of the college cultural society
Wants to start her own dance studio in the near future
Suffers from severe acne from the past 5 6 years.
CURRENT EFFORTS
Has consulted multiple doctors for her problem (without satisfactory results)
Has even tried a lot of home remedies and alternative homoeopathy medicines.
FRUSTRATIONS
Wants to get red of her acne problem but the doctors she has consulted
have not been able to help her so far
I am a 20 year old college
Due to her daily untimely routine she often forgets to take medicines and hence,
student studying chemistry
her problem has only become worse since joining college
honours in New Delhi

PERSONALITY
Wants to start her own dance studio and really wants to look good from a
Enthusiastic, creative, career perspective
empathetic, happy go lucky Wants to consult the best doctor (for a second opinion)
Wants to consult the doctor without having to go to the doctor again and again
(problem requires multiple visits which becomes irritating with no visible result)
USER TYPE
Is very tech savvy

84

Lives with his wife and 2 pet dogs in Nasik
One son is working as a senior analyst in JP Morgan, Mumbai and the other
son is doing his PhD from Virginia Tech
Has had multiple heart bypass surgeries, within the past 2 years and also
suffers from high BP and diabetes
Refuses to shift in with his son in Bangalore, due to attachment to his hometown
CURRENT EFFORTS
Visits the doctor physically each time there is a requirement
Also goes to the doctor when there is a requirement to refill his medicines
Is on good terms with all his doctors (and can call them up in case of urgent
requirement)
FRUSTRATIONS
I am a 64 year old retired
Finds it difficult to travel to the doctor especially because he is getting old now,
army officer living in
and his health does not remain good most of the time
Nasik
Misses old times when the doctor would visit the patient at home
Believes that the new system is completely money driven and no one really thinks
PERSONALITY about the comfort of the patients
Organised, prim and proper,

respected, strict, humble NEEDS AND EXPECTATIONS
Wants home doctor visits
Wants his doctor visits to be fewer and more comfortable
USER TYPE Wants his medicines to be delivered home
Inexpert
TECH SAVVYNESS (3/10)
Is not so tech savvy
Only uses whatsapp and skype

85

Lives with her daughter who is 13 years old and studies in school and
younger son; her husband lives in Dubai
Her entire life revolves around her children
Her daughter has been suffering from migraine from a very young age
and has been treated for the same (to no avail)
CURRENT EFFORTS
Visits the doctor physically for consultations (for her daughter)
Has used Practo before to book appointments with doctors
Has even called up doctors in emergency situations (in case of major
migraine attacks)
FRUSTRATIONS
Really wants a cure for her daughter
I am a 36 year old middle
Wants to consult the best specialist for the problem
aged university teacher
Does not like travelling all the way to new doctors without any result
living in Chennai
Wants a way in which she can consult a doctor in a different city because often
calling them up does not help
PERSONALITY
Sweet, generous, caring, NEEDS AND EXPECTATIONS
strong willed Wants the best doctor for her daughter
Needs a communication channel other than physical visits
Her daughter does not like visiting the doctor at all (and waiting in the clinic)
USER TYPE
Medium TECH SAVVYNESS (7/10)
Is very tech savvy

86
WHAT DID I LEARN?
KEY QUESTIONS ANSWERED OTHER REQUIREMENTS OF THE USERS - Home doctor visits/ nurse visit/
physiotherapists etc.
Some of the key questions that were Some of the other requirements that came up
answered in this section as a part of primary as a result of the survey and further personal - Motivation for losing weight/ exercise/ life
user research are : interviews which came out in the persona are style change (preventive healthcare)
as follows
- When is there a need for doctor patient - The need for the best doctor/ specialist in
interaction? - The need for doctor visits to be few and their field
- When might real time doctor patient comfortable
interactions work? HOW DO I PROCEED?
- Is there really a need for real time - A way to evade the waiting room in clinics
interactions? and hospitals and waiting time to meet the After these learnings what was to be under-
- What is the need/ requirement? doctor stood is that when does a patient interact with
- Do people know about it? the doctor on an online consultation platform
- Would people prefer it? - A way of communicating with the doctor (which is a non physical method of interaction).
- Who are the people who would use real time (may or may not be real time) without For this, the existing product of Practo Consult
interaction solutions? actually visiting him physically especially in was studied and the questions asked therein
- The intersection between requirement and case of follow ups, second opinions and were analysed.
possibility. clearing doubts and queries
- What are the other requirements that came This has been explained in the next
up as a part of the survey and interview? - Home delivery and refill of medicines section.
whenever required

87
3.6
EXISTING PRODUCT ANALYSIS
A product study to understand when users
approach an online consultation platform
for non physical interactions currently

88
HOW WILL IT HELP? ABOUT PRACTO CONSULT
WHY ANALYSE THE EXISTING PRODUCT Next 5000 questions asked on Consult over Practo Consult is an online consultation
the past two months (1st Jan 2016 to 29th feb platform where anybody can ask a free
After developing an understanding about the 2016) were analysed both qualitatively and question and get a response from the
user type, expectations and limitations and quantitatively. doctor within 24 hours. The aim of this was
clearly establishing a need, the next step was to provide free healthcare advice and solutions
to analyse the existing product of Practo Con- The different scenarios in which non physical to people.
sult. This would in turn help in creating an doctor patient interactions may work are
understanding about when a patient already known. But this provides a deeper The form of consultation is text based and the
approaches an online consultation forum insight into the situations where it might work person simply needs to provide details and ask
currently instead of physically going to the best and where further interventions may be their question online or in the practo app which
doctor. possible. has a separate Consult tab.
METHOD OF ANALYSIS It provides an insight into the stage of the The drawbacks were that it was a one time
problem when a patient might approach such a thing and the patient could not continue the
First a framework was set in the form of a system. It also provides an insight into the conversation with the doctor in case he wanted
timeline from a simple health query to quality of the questions asked by the patients to ask more questions. For this, Consult also
diagnosis, treatment, to post doctor online and how it could be improved. This issue launched paid consultation where the patient
intervention such as follow ups and second was tackled separately by the team. could chat with the doctor for 24 hours and get
opinions. This works in case of all existing an answer to all his doubts and queries. This
doctor patient interactions whether physical or Nine different categories were detailed out as was no longer free and the user had to pay after
non - physical. a part of the timeline which has been shared the first use.
further ahead.

89
PURPOSE OF THE
ANALYSIS
When does the patient feel the need to ask a

To understand the psychology of the user and
question on an online consultation platform USER
POINT OF the major reasons behind asking a question
APPROACH in the timeline from having a general health PSYCHOLOGY
on Consult instead of approaching the doctor
doubt/ preventive query, to diagnosis, to
directly.
treatment, to post doctor intervention.
To come up with a criteria of classification for What are the different details provided by the
the different types of questions that are DETAILS patient while asking a question in
CRITERIA FOR PROVIDED comparison to the details required by the
CLASSIFICATION
asked on Consult by setting up a framework in
BY THE
the form of a timeline (based on the point of doctor. This would help in improving the
PATIENT
approach) experience of interaction by identifying the
exact details required.
Further analysing the questions qualitatively

PERCENTAGE To analyse the percentage of each type of to understand minute details within the set
QUALITATIVE
SPLIT OF questions asked on Consult (based on the framework and major insights generated from
ANALYSIS
QUESTION
above mentioned criteria) that.
TYPES

90
SETTING THE FRAMEWORK
PRE DOCTOR NEED POST DOCTOR NEED POST DOCTOR NEED

+ + +
PRE DOCTOR INTERVENTION PRE DOCTOR INTERVENTION POST DOCTOR INTERVENTION
1.1 1.2 2.1 3.1 4.1 4.2 4.3 4.4 4.5
NO NO SYMPTOMS SYMPTOMS
SYMPTOMS SYMPTOMS + +
+ + PROBLEM PROBLEM
NO PROBLEM NOT KNOWN KNOWN
PROBLEM KNOWN
Above is the timeline starting from pre doctor need (where the patient has a general health doubt or a query) to post doctor intervention. A patient approaches the
doctor during one or more stages of this timeline.

91
CRITERIA FOR CLASSIFICATION
1.1 Preventive queries

NO SYMPTOMS 1.2 Non - aggravative queries
+
NO SYMPTOMS
NO PROBLEM
2.1 Symptomless problem solutions +
PROBLEM
KNOWN
3.1 Symptoms only
SYMPTOMS wants diagnosis/ should I go to a doctor?
+
PROBLEM
NOT KNOWN 4.1 Symptoms only
wants solution/ specialist
4.2 Symptoms + Self medication/ lifestyle changes

wants solution/ specialist
4.3 Symptoms + doctor intervention + treatment not started

lab tests/ reports/ EEG/ blood pressure/ diagnosis etc.
SYMPTOMS
+
4.4 Symptoms + doctor intervention + treatment started + intervention continuing
PROBLEM
KNOWN patient still assessing efficacy/ will it succeed?
4.5 Symptoms + doctor intervention + treatment started + intervention not satisfactory/failed

patient lost trust/ hope
O Other queries
All the questions currently asked on Consult can be classified into the following criteria (based on the point of approach)

92
1.1 1.2 2.1
PREVENTIVE QUERIES NON AGGREVATIVE SYMPTOMLESS PROBLEM

QUERIES SOLUTIONS
Preventive queries are the general/ specific Non-aggrevative queries are the general/ Symptomless problem solutions are the
health doubt queries that a patient has specific health doubt queries that are asked queries where the patient thinks its a prob-
without any symptoms or problem. It is by the patient to prevent the aggrevation lem but there are no symptoms. It could be
more of a general awareness question. of a certain problem before symptoms or a chronic or a lifestyle related problem and
problem. may not be pathogenic in nature.
Following is a list of all the different types of
queries that fall under this criteria. Following is a list of all the different types of Following is a list of all the different types of
queries that fall under this criteria. questions that fall under this criteria.
- What is the meaning of/ what is the
difference between - Is it ok to take a certain medicine - How to gain weight/ lose weight
- What are the remedies/ Is there any - Is it ok to drink if I have diabetes - How to prevent hairfall
permanent remedy (for a particular disease - Is a particular cream/ shampoo safe to use - How to prevent acne/ treat acne/ remove acne
without mentioning symptoms) - Is there any danger/ will it affect me in any - How to lose cholesterol
- What are the risks/ is it safe/ what way - How to get pregnant at the earliest
precautions to take - Can it be done/ is it possible/ is it good - Unable to conceive/ have erection
- What is the best treatment for
- What are the side effects of eg. Can pain killers be taken if there is neck/ eg. speech/ height/ weight/ relationship/
- How much time will it take/ what is the cost spinal pain by an epileptic patient or person eyesight - number increasing/ dark circles/ teeth
suffering from cervical spondilitis/vertigo? shortening/ tics etc.
eg. What are the remedies to shoulder joint
dislocation problem? Physiotherapy helps?
If yes, how long should it be done?

93
3.1 4.1 4.2
SYMPTOMS ONLY SYMPTOMS ONLY SYMPTOMS + SELF

(PROBLEM NOT KNOWN) (PROBLEM KNOWN) MEDICATION/ LIFESTYLE
CHANGES
These are the problems where the patient These are the problems where the patient These are the problems where
observes certain symptoms and wants observes certain symptoms or has a chronic - the patient observes certain symptoms
diagnosis/ wants to know whether he disease, knows what the problem is or - knows what the problem is or what the
needs to go to a doctor. what the problem may likely be and wants problem may likely be
trearment from the doctor. Scenarios, where - has self medicated/ self treated/
Following is a list of all the different types of the patient wants to know which doctor to go undergone a lifestyle change on his own
questions that fall under this criteria. to for a particular kind of treatment, have also - still hasn’t been cured/ remedy did not
been included under this criteria. work
- Is it something to worry about - wants treatment
- Is this a particular disease/ a symptom of Following is a list of all the different types of - wants to know which doctor to go to.
(eg. is it diabetes/ is it cancer?) questions that fall under this criteria.
- Is my liver/ kidney/ etc. getting affected? Following is a list of all the different types of
- What does it indicate/ what is wrong? - What should I do? Kindly help. questions that fall under this criteria.
- Please explain - Which medicine/ tests to take?
- What could be the problem? - Suggest some treatment/ diet/ remedy - I tried this home remedy/ I took this still no
- Should I go to / visit a doctor? - How to cure? Which doctor to go to? respite
- Should I go to an x doctor or a y doctor - I followed this diet/ routine/ took this medicine
eg. I joined a gym few days ago, and after - Which hospital to go to? on my own
excersing my arms and my chest are aching
like hell. Why it is happening or should I do eg. She is affected with lymphoma. What pro- eg. My son had severe sore throat, difficulty in
something for this ache? cedure should we follow? Is it curable because swallowing. Gave him Tab Claribid 250 mg BD.
she is a diabetic patient and which is the best It has been one day since onset. Please help.
hospital in Bangalore to cure it?

94
4.3 4.4 4.5
SYMPTOMS + DOCTOR SYMPTOMS + TREATMENT SYMPTOMS + TREATMENT

INTERVENTION STARTED STARTED
(TREATMENT NOT STARTED) (INTERVENTION CONTINUING) (INTERVENTION NOT
SATISFACTORY/ FAI LED)
These are the problems where These are the problems where These are the problems where
- the patient has already visited the doctor - the patient has already visited a doctor - the patient has already visited a doctor
- the doctor has prescribed certain tests - treatment is going on (for the current (for the current problem)
for proper diagnosis/ understanding of problem) - but the treatment was not satisfactory or
the problem. - patient goes to the doctor for follow ups it failed
- or the patient has taken certain tests on - patient wants to know whether the - patient lost trust on the doctor
their own treatment is correct/ will succeed (second - wants help/ treatment from another
However, the patient hasn’t shown his opinion) doctor
reports to the doctor yet or wants opinion
on his reports, (on the basis of which further Following is a list of all the different types of Following is a list of all the different types of
treatment would be suggested). questions that fall under this criteria. questions that fall under this criteria.
Following is a list of all the different types of - undergoing a particular kind of treatment/ will - no progress/ did this, still no solution
questions that fall under this criteria. it succeed/ suggest alternatives? - did this, facing side effects
- doctor suggested this, what do you think/ is it - medicines only work temporarily
- Lab tests/ reports/ EEG/ blood pressure/ ok to take/ does it have side effects?
diagnosis etc. eg. I am suffering from acne. My IGE level is
- My reports show this, what is to be done? eg. Suffering from kidney stone for the past 1 400 which should only be 84. Kindly help. I have
week with acute pain. Undergoing Homeopathic done many treatments, taken azithral tablets.
eg. My left chest and shoulder has pain for the treatment, but severe pain continues. Ultra Still no solution. Please help.
last one year. I did ecg, and echo. Report is sound shows 5.5 mm calcification in the right
normal. So please suggest what I should do? I kidney. Need advice and recommendation.
am depressed, not getting proper sleep.

95
PERCENTAGE SPLIT OF QUESTION TYPES
4.9 % 1.1 Preventive queries
34.6 % 8.5 % 1.2 Non - aggravative queries

Can be done
online completely 21.2 % 2.1 Symptomless problem solutions
10.3 % 3.1 Symptoms only (problem not known)

wants diagnosis/ should I go to a doctor?
44.8 % 31.1 % 4.1 Symptoms only (problem known)

Can be done wants treatment/ specialist
online partially
3.4 % 4.2 Symptoms + self medication/ lifestyle changes
2.9 % 4.3 Symptoms + doctor intervention + treatment not started

lab tests/ reports/ EEG/ blood pressure/ diagnosis etc.
9.9 %
Can be done
7.0 % 4.4 Symptoms + doctor intervention + treatment started + intervention continuing
online almost
patient still assessing efficacy/ will it succeed? (second opinion)
completely
Can be done 8.5 % 4.5 Symptoms + doctor intervention + treatment started + intervention not satisfactory/failed
online partially patient lost trust/ hope
After setting the framework, the questions were analysed and classified according to the mentioned criteria and the percentage of questions falling under each
category was found to get a general idea of where there is maximum need and consecutively where there is a possibility of non physical interactions

96
SPECIFIC CASES AND DETAILS PROVIDED BY

ISSUES FACED THE PATIENT
1 Cases where the patient mentions that

he would go to the doctor after a few
6 Cases of pure cost based enquiries for
treatments and surgeries.
Details provided by the patient will vary
according to the stage in which he approaches
days but wants diagnosis asap and the doctor.
hence, approaches an online
consultation platform.
7 Queries where the patient wants to
know which doctor to consult in a - Age/ Gender/ Location
particular city. - Past medical history (if any)
2 Cases where the patient only asks for - Allergies (if any)
medicines to be prescribed online.
8 Cases where the patient wants a second
opinion on the dosage prescribed.
(Common)
3 Cases of patients seeking immediate - Symptoms/ problem faced (time + severity +

solution/ respite and hence, they don’t
want to go to the doctor because its
9 Cases where patient ends up mentioning
multiple problems in one question itself
detailed description)
- Image of the symptoms (in case required)
time consuming. and hence it becomes difficult for the (3.1 4.1)
specialist to answer.
4 Cases of post treatment relapse queries. - Self medication taken (4.2)
10 In the current product often people just - Lifestyle changes adapted (4.2)
5 Cases where the patient wants to know
whether to go for surgery or not after
mention symptoms and do not
complete the question. (21% queries in - Reports of tests undergone (4.3)
mentioning the symptoms and problem. the current product are incomplete) - Medicines prescribed (currently taking) (4.4)
(specific doubt, also a second opinion in - Treatment/ surgery undergone (time +
some cases.) description) (4.4 4.5)

97
MAJOR INSIGHTS
KEY INSIGHTS KEY QUESTIONS ANSWERED - What are the drawbacks of the existing text
based online consultation platform that should
The analysis of existing questions helped in Some of the key questions that were be kept in mind while designing for non physical
getting a clear picture of the timeline in which answered in this section as a part of existing doctor patient interactions in the future?
a patient approaches the doctor and under product analysis were
what circumstances doctor intervention HOW TO PROCEED?
becomes absolutely necessary. - What are the different situations when a
patient approaches an online consultation Doctors are a major stakeholder and they are
The quantitative analysis shows that 34.6% platform? the key providers of healthcare to patients.
of the questions that are asked on Consult Therefore, the next step was to understand
currently can be resolved online completely - What are the scenarios in which doctor patient their perspective and what their take was on
without the need for physical doctor patient interactions can be resolved online completely interacting with patients without meeting them
interaction. 9.9% can almost be resolved or partially (based on the timeline formed)? physically.
completely and 53.3% can be resolved online
partially. - What are the different details needed by the This has been answered in detail in the next
doctor to conduct a non physical consultation section.
Thus, after establishing the need for non successfully?
physical doctor patient interactions in the
previous section, here the different cases were - How expectations from online consultations is
identified in which they would be possible with slightly different from its physical counterpart
the help of the timeline that was formed. in certain cases.

98
3.7
THE DOCTOR’S SAY
The doctor’s take on non physical
interactions with the patient

99
THE TARGET AUDIENCE

HOW WILL IT HELP? AND METHODS USED
THE DOCTOR’S PERSPECTIVE METHODS USED Psychiatrist, Gastroenterologist, Ayurveda spe-

ciality, Dietitian/ nutritionist.
After understanding where and why there is a The doctors were approached using the
potential need for non physical doctor patient following three methods, ONLINE SURVEY
interactions it is also very necessary to - direct personal interview The survey was conducted in the form of an
understand from a doctor’s point of view - telephonic interview online questionnaire that was put up
where such interactions would be possible and - indirect online survey on Surveymonkey and forwarded to various
whether they as providers of healthcare would doctors.
be willing to adapt to such a service. THE TARGET AUDIENCE
The doctors who were interviewed were given a
Thus, the next step was to interview doctors INTERVIEWS link to the online survey and asked to circulate
from different specialities. An attempt was made to interview doctors from among their fellow colleagues.
all the major specialities to get a speciality
HOW WILL IT HELP? specific viewpoint on non physical interactions. Doctors from different specialities were selected
The initial interviews also helped in getting a and sent the link to the online survey personally
This would help in understanding the general viewpoint before sending out a survey and selectively through email.
acceptance of non physical interactions among to a larger number of people. The survey was also circulated via friends and
the doctors and their needs and expectations family.
from such a platform. Keeping their views The following specialists were interviewed -
and preferences in mind would in turn help in General Physician, Dermatologist, ENT specialist, A total of 197 responses were received and
building a better user experience for them. Gynaecologist, Orthopaedic, Urologist, analysed.

100
PURPOSE OF THE INTERVIEWS AND SURVEY
Most preferred method of

non physical consultation
Use cases that can be dealt successfully Acceptance of non physical consultations
in a non physical consultation (such as among doctors of various specialities
health doubts, diagnosis, follow ups etc.)
Tentative number of cases that can be How the possibility of non physical
treated in non physical consultations consultations varies speciality wise
PURPOSE OF
Preferred time slot and duration for THE INTERVIEWS Percentage of doctors who have tried non
a non physical consultation (how to fit it physical methods of consultation (such as
AND SURVEY
into a doctor’s daily schedule) whatsapp/ phonecall etc.) as of now
Preferred fee for non physical modes Doctors who believe non physical consultations
of consultation cannot be done and why?
Percentage of doctors who would want Reasons of failure of non physical modes of
to adapt to non physical methods of consultation
consultation (and the reasons behind that)
How all the factors are affected
by location, speciality and
experience
The purpose of the interviews and survey was to develop an understanding about the above mentioned topics.

101
INITIAL INTERVIEWS
CONVERSING WITH THE DOCTOR
The initial interviews were one on one, face to

face interactions with doctors from various DR MANJU LIHALA (F)
specialities. A total of 10 doctors were
General Physician
interviewed out of which half of them had
tried online consultations before and the other 35 years of experience
half hadn’t.
Even though the purpose of the interviews had - Has tried online consultations before
been determined earlier there was no set - Feels that often patients are not clear about their symtoms or
questionnaire that was followed for the can’t express themselves properly online
physical interviews. The questions were
- Feels that video consultations might work better than text
modified based on the doctor’s responses.
The responses have been presented in the “ Online consultation works in case of follow ups once I am already treating a patient, however,
following pages. for the first time I would always like to physically examine the patient which is not possible online.”
As some doctors refused to be photographed,

no images have been shown. Non physical
modes of interaction has been reffered to as
online interaction by the doctors.

102
DR SHIVASHANKAR B. SAJJANSHETTY (M)

Dermatologist
8 years of experience
- Has tried online consultations (whatsapp for follow ups) before

- Feels in his speciality it is extremely important to understand
the patient’s psych
- Feels that images and video would work equally well for him
“ I strongly believe that the success of online consultations in any form majorly depends on the
acceptability of the doctors.”
DR ANIRUDH J. SHETTY (M)

General Physician and Diabetologist
- Does not consult online (except for on whatsapp very rarely)

- Feels that there are a lot of medico legal issues associated with
non physical modes of doctor patient interaction
- Would practice online consultation if he is not liable for it
“ Indians are emotional people and often it’s about the healing touch that can only be given if the
patient is physically present in front of me.”

103
DR SANDEEP DACHURI (M)

ENT and Otolaryngologist
- Has tried text based consultation before

- Feels that online consultation is just to direct the patient in the
right direction, i.e. advice and not diagnosis
- Feels that follow ups can be done over call or video
“ It is ok to advise the patient if it is some doubt or a follow up or second opinion but diagnosis over
online consultation would be dangerous in my speciality.”
DR SOUMYA RAGHAVENDRA (F)

ENT and allergist
- Does not consult online

- Feels that if patients have a problem they should take out time
and come and visit the doctor
- Strongly against online consultations
“ I cannot diagnose without seeing and examining the patient in my speciality. It will be dangerous
giving advice without proper examination as symptoms vary a lot”

104
DR BANU PRAKASH A.S. (M)

Neurosurgeon and spine surgeon
- Has tried different forms of online consultation

- Currently outstation patients send images on whatsapp
- Most of his consultations are for advice and second opinions
or follow ups.
“ I would ideally prefer a platform where I can talk to the patient as well as see their reports
simultaneously in one place for online consultations.”
DR AMAR B.R. (M)

Neurologist
- Never done online consultations

- Feels that even in case of follow ups just by seeing the reports
proper diagnosis or probable causes cannot be provided
- Prefers voice as a method of consultation over video
“ It is very difficult to consult online in my speciality because I need to see, examine and interact
with the patient for proper diagnosis and progress analysis.”

105
DR SNEHA BHATT (F)

Psychiatrist
- Has tried advising patients by answering their questions

- Feels that it is not about the quantity of the clients but about
the quality of treatment and help
- If the patient cannot come physically then video is preferred.
“ I wouldn’t prefer online consultation to begin with as it might not be as effective as face to face
consultations. You need a connection with the person. However, for consecutive sessions it works
once a level of comfort has been established.”
DR RAVI (M)
ENT specialist
- Occassionally interacts with patients over whatsapp

- Feels that online consultations should only be practiced in case
of general advice or follow ups
- Feels that especially for his speciality it does not work
“ I am still not certain about how consulting online holds in the court of law. Especially in my
speciality lack of physical examination could lead to wrong diagnosis.”

106
consultations would not work for most of the

WHAT DID I LEARN? patients because physical examination is always
BUILDING THE SURVEY
necessary (in case of ENT) and it is very QUESTIONNAIRE
necessary to interact with the patient to access
their improvement (in case of neurology). Thus,
KEY INSIGHTS the feasibility of non physical interactions Based on the learnings from the interviews, a
is also very speciality specific. questionnaire was formed for an online survey
Interviewing the doctors shed light upon a lot to be sent out to a larger number of doctors.
of problems and opportunity areas.
4 The preferred method of interaction varies with
an inclination towards video. Each question in the questionnaire was
1 Majority of the doctors believe that non -
physical methods of interaction with the
Could there be a mixed medium of
interaction?
presented to the respondent only after they
answered or skipped the previous question so
doctor (reffered to as online consultation) that their initial answers did not get influenced
would not work where physical
examination is required for diagnosis.
5 The doctors were also worried about the
legal aspects of consulting online and did
by the followig questions.
Therefore, the first visit or whenever physical not want to practice it in case they were held KEY INSIGHTS EXPECTED
examination is required, those visits should be liable.
in person. The aim of the survey was to be able to
6 Doctors felt that physical interactions provide identify a pattern and find answers to some
2 However, in case of follow ups, second
opinion or general advice non physical
a better connect as compared to the virtual
counterpart (the human touch).
of the questions that arose after analysing
the insights.
methods of text, audio or video could be
used and would work efficiently. 7 Success of online consultations largely depends
upon the acceptance of the doctors.
The aim was also to validate the learnings
from the interviews and to gain fresh
3 For certain specialities such as ENT and
neurology the doctors believed that online
Are the younger doctors more accepting
towards online consultations?
insights about the doctor ’s perspective
towards non physical methods of interaction.

107
THE QUESTIONNAIRE
The entire questionnaire was divided into 11 major parts and each part was revealed only after the respondent answered or chose to skip the previous question. Those who
selected (B) or (D) in the fourth part were asked the reason for it and the questionnaire ended for those who selected (D) but continued for those who selected (B).

108
For those who selected (A) or (C) in the fourth part they were directly taken to the sixth question and the questionnaire continued till the end for them. In the end they were
also asked whether they would like to start non physical interactions with the patients currently to understand their acceptance.

109
SURVEY RESPONSE AN OVERVIEW 56.34 %

ANALYSIS
43.66 %
The Survey was shared to various doctors via Throughout this survey non physical modes
Surveymonkey and it was open for responses of interaction between the doctor and the
for 10 days. patient (be it real time or not) has been A
referred to as an online consultation.
Majority of the questions were multiple choice (since doctors are more comfortable using this
questions where the respondents had to select term and understanding the reference.)
one or more than one options.
Something as simple as giving advice or
197 responses clearing a doubt over Whatsapp (text based
by doctors were analysed, in total, both online consultation), to conducting a video call
qualitatively and quantitatively between the two parties (video consultation)
would be considered online consultation.
The survey responses backed the findings
of the personal interviews. It also provided a
more indepth understanding of various A. PERCENTAGE OF DOCTORS
21.83 %
different specialities for which online Who have tried online consultations : 56.34% B
consultation works and those for which it does Who haven’t tried online consultations : 43.66%
not and other major learnings.
The survey responses and key insights B. PERCENTAGE OF DOCTORS WHO THINK
have been shared in the consecutive Online consultations can work : 78.17% 78.17 %
pages. Online consultations don’t work : 21.83%

110
Pune
Chennai
7.96 %
4.48 %
Bangalore
14.92 %
C. MAJOR CITIES
The major cities from which doctors responded Other

to the survey in descending order of number of cities MAJOR
Mumbai
responses are 43.28 % CITIES
(includes Thane
T7 : NCR region, Mumbai, Bangalore, Pune, and Navi Mumbai)
Chennai , Hyderabad, Ahmedabad 14.92 %
NCR Region
(Delhi, Gurgaon,
735 : Nashik, Coimbatore, Chandigarh, Noida, Ghaziabad)
Kanpur, Nagpur, Cochin, Bhopal, Indore, Jai- 15.93 %
pur, Lucknow, Vellore, Vadodara and 36 other
individual cities.
There were 3 international responses as well.

Ayurveda
Dermatology
D. MAJOR SPECIALITIES 7.1 %
5.07 %
Homeopathy
The major specialities from which doctors
7.1 %
responded to the survey in descending order
Opthalmology
of number of responses are
4.56 %
Dentistry, Ayurveda, Homoeopathy, Physiotherapy
7.1 %
Physiotheraphy, Dermatology, MAJOR
Opthalmology, Pediatry, Psychiatry, SPECIALITIES
Gynacology, Orthopaedics, ENT, General
physician and 43 other specialities. Other
specialities Dentist
50.79 % 19.28 %

111
EXPERIENCE OF THE DOCTOR
Majority of the doctors who responded were freshers who had just started (0 - 5 years of experience) and doctors who were setting up or had just set up their own clinics
(6 - 10 years of experience). They are also the doctors who are more open and accepting towards online consultations. The experience of the doctors is as follows :
28.86% 29.35% 10.95% 13.43% 11.44% 5.97%
0 - 5 years 6 - 10 years 11 - 15 years 16 - 20 years 20 - 30 years 30 or

Freshers who have Setting up their Somewhat Settled in Seen as senior more
just started own clinical practice successful their practice practitioner years
NATURE OF PRACTICE
Next, we also wanted to know the nature of practice of the doctor. Each doctor could select more than one place of practice. It was observed that majority of the doctors had
their own clinic and also practiced as a consultant or in a private hospital. Following are the places where the respondent doctors have been practicing :
81% Own clinic 40% In a private hospital
52% Consultant doctor across one or more clinics 6.5% In a government hospital

112
ACCEPTANCE TOWARDS
ONLINE CONSULTATION
The following data shows the percentage of acceptance towards online consultations and an estimate of the number of doctors who have tried online consultation.
Majority of the doctors have interacted with their patients over whatsapp or phone in case of follow ups or certain health doubts. Some of them have even used a text
based consultation platform.
46.19% 10.15% 31.98% 11.68%
Yes, I have tried and it Yes, I have tried, but I haven’t tried it I don’t think consultations
has worked for me it didn’t work for me but it could work can be successfully done online

113
WHERE IT DOES NOT WORK
11.68% of the respondent doctors did not want to consult online 10.15% of the respondent doctors said that they did try one form
and strongly believed that consultations cannot be successfully done of online consultation or the other but it did not work for them.
online. They gave the following reasons for the same. Following are the reasons why online consultations failed.
Inability to physically People are not so aware

examine the patient about it
Information and findings Inability to give proper

shared by the patient consultation on limited
may not be accurate history
WHY Inability to judge the No authentic
severity of the disease WHY diagnostic reports
CONSULTATIONS
ONLINE
CANNOT BE Time constraints No timely follow ups
CONSULTATIONS
SUCCESSFULLY
DID NOT WORK
DONE ONLINE Face to face connect Takes up time other than
is very important the regular patients
Treatment is holistic and Full responsibility yet

to come to a diagnosis it does not pay at all
presence is required or pays less
Examination can only be Patient expects to be
done using specific devices cured over the internet

114
PREFERRED METHOD FOR

ONLINE CONSULTATIONS
The following data shows that any video conferencing/ video calling service is the most preferred method of online consultation by the doctors. This is followed
by any messaging service (eg. whatsapp) because this is something that some of them are already used to currently for interacting with their patients as well as discussing
cases amongst each other.
23.39% 28.07% 30.99% 17.54% 13.43%
Phone call Any messaging service Any video conferencing/ Other

(eg. Whatsapp) video calling service (e.g. email,
(e.g. Skype) SMS)
Other preferred methods mentioned by the doctors were -

Email, SMS, Offiline messages, Healthcaremagic, report sharing, online portals, SimplyAnswer, LivePerson, website query forms.

115
USE CASES THAT CAN BE

DEALT SUCCESSFULLY
The following data shows that health doubts, follow ups and second opinions are the use cases that can be successfully dealt with in an online consultation according
to the doctors, whereas, the possibility of diagnosis and treatment without physical examination is much less. For some specialities such as dermatologists, homeoopathy etc.
they agreed that diagnosis and treatment could also be done non physically.
(This was a multiple choice questionnaire where doctors could choose more than one option.)
73.68% 64.91%
Health doubts
37.43% 33.33% 68.42% Second
Diagnosis Treatment Follow ups
and queries opinion
NUMBER OF FEASIBLE
The following data shows that majority of the doctors believe, that only few (1 - 3 out of every 10) consultations can be done online, instead of physically, given their
regular patient pool followed by some (4 - 6 out of every 10). Out of those that can be done online the doctors agreed that they were the previous mentioned use cases.
2.34% All
4.09% Most (7 - 9 out of every 10)

49.12% Only few (1 - 3 out of every 10)
30.99% Some (4 - 6 out of every 10)

13.45% None

116
TIME DURATION
The doctors mentioned that in case of audio or video consultation, they would prefer if the patient was allotted a time slot out of their regular schedule. Right now the
patients call up or whatsapp at any time which increases the load on the doctor. Thus, they were also asked the preferred duration or time slot for the audio or video
consultation. The following data shows that majority of the doctors would prefer an appointment slot for online consultation to be of 15mins in duration followed
by 10 mins.
32.75% 40.35% 12.28% 9.94% 4.68%
10 mins 15 mins 20 mins 30 mins Other

(please specify)
Other preferred time slots mentioned by the doctors were -

3 mins, 5 mins, 1 hour (in case of psychiatry), flexible (varies from 5 min to 30 min), depends on condition (has to be personalised), 24 hours availability

117
HOW SHOULD ONLINE

CONSULTATIONS BE CHARGED?
During the interviews, some doctors said online consultations should be charged more, some said less and some said the fees should be the same as physical consultations.
Thus, the doctors were also asked how much would they charge for online consultations (given they were using their most preferred method of consultation) to understand a
general consensus given the large number of responses.
The following data shows that majority of the doctors want the fees for online consultations to be equal to that of physical consultations.
26.32% 50.88% 22.81%
Less than physical consultation Equal to physical consultation More than physica consultation
WILLINGNESS TO START
Out of the 78.17 % doctors who said that online consultations can work 92.35 % said that they would like to start doing online consultations at present.
72.19 % of the total doctors said they would like to start doing online consultations at present.
92.35% Would want to start doing online consultations 7.65% Wouldn’t want to start doing online consultations

118
MAJOR INSIGHTS
KEY INSIGHTS
2 Doctors from certain specialities such as
psychiatry, dermatology, and homeopathy
5 The respondent doctors were almost equally
divided between those who had tried online
As the survey was sent out to a large showed a greater positive inclination towards consultations and those who hadn’t, however,
number of doctors and a substantial number of online consultations. (because no physical exam- the acceptance was more than 70% which
responses were recorded, patterns and major ination is required most of the time or it can be showed a positive inclination towards consulting
conclusions were derived out of it. done online.) online. Even those doctors who had never tried
online consultations were willing to try it out.
The survey also successfully validated the
3 For most of the specialities doctors agreed that
learnings from the interviews. general advice and queries, follow ups and
second opinions could be done over online
6 Lack of physical examination, inability to express
or understand the problem online and hence,
QUALITATIVE ANALYSIS consultations. (except neurology and ENT). chances of improper diagnosis and lack of face
to face connect remain the major reasons why
Some of the other insights that came out of
analysing the survey responses qualitatively
4 The younger doctors who have just started their
practice and who are setting up their own clinics
doctors would still prefer physical visits (at least
where diagnosis is required.)
were: (between 0 - 10 years of experience) are slightly
more inclined towards online consultations.
7 Video calling remains the preferred method of
1 The acceptance towards online consultations
was slightly more among doctors in the T7 Could this be because they don’t have as
online consultation closely followed by text.
cities as compared to the T35 cities. many patients yet?

8 50% of the respondent doctors agreed that the
fees for online consultations should be equal to
Could this be because of the mindset of Could this be because they are more in that of physical consultations and the timeslot
the people in general? touch with technological advancements? should fit in with their daily appointment
schedule.

119
THE DILEMMA
The interviews and survey with the doctors Thus, there is a disconnect here between
revealed one major challenge. While majority what the patient expects and what the THE NEED
of the doctors believed that they could consult doctor thinks is possible.
online for giving general advice, clearing health
doubts and queries, follow ups and second Thus, the health seeker needs to be informed
THE POSSIBILITY
opinions, they were still very skeptical about about what he can expect from an online
diagnosis and prescribing treatments online. consultation. (otherwise he may be dissapointed
or dissatisfied.)
This was majorly because diagnosis cannot be
done without proper physical examination and How can awareness about online
consecutive tests in many of the specialities. consultations, and what to expect from
them, be spread among the health seekers?
Could physical examination be made
possible even if the patient is not visiting The overlap between the need and the
the doctor physically? possibility is the area where a successful system
can be setup. Thus, the initial effort here is
During an analysis of the existing questions to first address the use cases, where online
on Practo Consult, it was also observed that in consultation is indeed possible, before
almost 45% of the cases patients want moving on to more complicated situations such
diagnosis or treatment online. (without any as diagnosis and treatment.
previous tests or reports.)

120
MOVING FORWARD
KEY MILESTONES PROBLEM RE STATEMENT
The intensive primary research and analysis Before moving forward the brief was appraised
helped in again to come up with the final design brief
based on the research findings.
- establishing the need for non physical
modes of doctor patient interaction (also The final design brief is as follows :
referred to as online consultations)
” A product system solution for
- understanding the possibility and doctor patient interactions where
limitations
the doctor and the patient are
- gauging the acceptance (among both not meeting physically.”
patients and doctors),
WHAT NEXT ?
- mapping out the requirements and
expectations (of both the patients and the The next step was to start conceptualising the
doctors), and different methods of non physical doctor patient
interactions based on the learnings from the
- understanding when a health seeker reasearch and come up with design directions
approaches an online consultation and in turn concepts.
platform currently

121

122
4.1 Mapping the interaction journey

4.2 Cognitive process mapping
4.3 Brainstorming
4.4 Design Directions
4.5 Concept creation
04
4.6 Evaluating the concepts
4.7 Selecting the final concept
4.8 Case studies
THE CONCEPT 4.9 A system view
DEVELOPMENT PHASE 4.10 The user journey
4.11 The user types
4.12 Service blueprint
4.13 Introduction to the product
4.14 Scenario mapping
4.15 Value proposition
4.16 Moving forward

123
MAPPING THE DOCTOR

PATIENT INTERACTION COGNITIVE PROCESS
JOURNEY MAPPING
THE JOURNEY From there on the journey is a series of and non physical interaction possibilties
interactions with the doctor, depending identified.
A person’s health seeking is a continuous upon patient specific care needs. Each time
process of taking steps toward better health, there is a trigger the need for the doctor arises COGNITIVE PROCESS MAPPING
before, during, and after any type of and a new journey begins or an existing one is
encounter with the doctor and traditional continued. The journey ends with the Throughout the patient’s interaction journey
healthcare services. attainment of better health as per patient with the doctor there are a lot of thoughts,
expectations. However, the person’s health questions, doubts and inhibitions that go
However, the doctor patient interaction seeking journey continues beyond that as there through the patient’s mind.
journey starts with a trigger point when the is no final state of health.
health seeker experiences certain symptoms Along with the interaction journey these
and feels the need for the doctor or simply HOW WILL IT HELP? cognitive processes were also mapped.
becomes aware towards attaining better
health. The doctor patient interaction journey was HOW WILL IT HELP?
mapped to understand the various trigger points
As and when the need for better health that lead to the need for a doctor, after which The cognitive process mapping would help in
intersects with the need for the doctor the the search begins, followed by selecting a meth- better understanding the patient’s emo-
patient starts searching for or approaches an od of approach depending upon the various tions and expectations during the different
existing mode of interaction with the doctor as circumstances and preferences. The different stages of the journey. This would in turn help
per requirement or circumstances. stages of interaction were also mapped in better patient centric solutions.

124
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Doctor Patient Interaction Journey double A4
foldable print.

125
BRAINSTORMING
TEXT
After mapping out the doctor patient
interaction journey and the cognitive process CHANNELS AUDIO
of the health seeker throughout the journey it
became clear, when, a doctor is approached in OF INTERACTION VIDEO
the journey timeline.
HOLOGRAMS
Next, brainstorming was carried out on :
- the different possible methods of approach
(both real time and non real time),
- channels of interaction, and
- the different platforms on which the
interaction takes place. WEB PORTAL
The findings have been presented on the right MOBILE APPLICATION

hand side.
PLATFORMS WEBSITE (FOR WEB + MWEB)

This further helped in identifying the various
opportunity areas within the interaction
process, and in coming up with possible WEARABLE INTEGRATION
design directions and thereafter design
concepts that would help non physical doctor BIOMETRIC IMPLANTS
patient interactions. These have been shared
in the consecutive pages.

126
moderate to advanced level

of tech savvyness
inability or reluctance to visit

the doctor physically
preference to visit the doctor Text chat (continuous)

non physically Phone call
Can the health seekers approach
the doctor on their own or do they Video call
need assistance? Holoportation interaction?

REAL-
TIME Mixed channel interactions
Text chat (over time, e.g. whatsapp)

METHODS OF SELF APPROACH NON Email/ letters
APPROACH REAL-
TIME Online forums
APPROACHING THE Audio messages

DOCTOR WITH A
MEDIATOR’S HELP Video messages
Clicking and sending pictures (for diagnosis)
Who can the mediator be?

very low to low level of
tech savvyness
Nurse
Volunteer visits +
General Physician THE inability/ reluctance/ preference REAL- videoconsultation
Trainee doctor MEDIATOR not to visit doctor physically TIME Real time consultation
Trained health professionals centres
unavailability of required
doctor in the vicinity Kiosks
Rural vs urban?
Technological limitations

127
DESIGN DIRECTIONS
A REAL TIME PREVENTIVE VOLUNTEER VISITS + VIDEO

MIXED MEDIA CHANNEL
HEALTHCARE AND MEDICAL CONSULTATION WHERE
FOR REAL TIME DOCTOR
INFORMATION PORTAL THE VOLUNTEER ACTS AS
PATIENT INTERACTIONS
FOR THE INDIAN AUDIENCE A MEDIATOR
1 2 3

128
INCREASING AWARENESS INTEGRATION OF WEARABLE

REAL TIME INTERACTION
ABOUT NON PHYSICAL DATA WITH PATIENT PROFILE
CENTRES AND KIOSKS
MODES OF DOCTOR WITH ALERTS AND ACCESS
IN RURAL AREAS
PATIENT INTERACTIONS DURING CONSULTATIONS
4 5 6
These design directions were further evolved into

concepts which is explained in the consecutive pages.

129
DESIGN DIRECTION 1 THE TARGET AUDIENCE other family members in the app as well as the
consultation history with each doctor in the
- Moderate to high level of tech savvy form of a timeline showing the different modes
people who can use the app to interact with of interaction.
the doctor on their own.
THE CONCEPT
- People who are unable to go to the doctor
3 The patient can set reminders and gets
notifications prior to the commencement of the
A real time mixed media app through due to physical handicap, illness, post surgery consultation.
which patients can interact with doctors bedrest, or a chronical condition.
over audio, video and text (if necessary)
on their own. - People who are reluctant to go to the
4 The patient receives a call from the doctor
during the time of the consultation.
doctor or prefer non physical modes of
WHY AN APP? interaction due to convenience, time and
money factors.
5 For the doctor, it fits into their daily consultation
schedule. (only difference is instead of physical it
In India, for a large part of the population, is now through the app).
their first interaction over the internet is - Users who can use the app to book
through a mobile phone. Keeping this in mind, consultations for other family members. ADVANTAGES
the mixed media channel was chosen to be a
mobile application. FEATURES - Saves time and money for the patient (they
don’t have to travel all the way to physically
THE STAKEHOLDERS 1 The user can select the doctor using the Practo meet the doctor).
app (doctors available for online consultations is
The health seeker, Practo (as a facilitator), mentioned.) and then book the consultation via - Improves efficiency and convenience.
doctors, Internet service provider, mobile the app.
phone and other hardware manufacturers, - The doctor charges the same for the audio/
developers and designers. 2 The user can save details for themself or their video consultation but now gets more patients.

130
HOW DOES IT WORK?

The consultation takes
place between the
The appointment is added patient and the doctor
in the doctor’s appointment
schedule
User selects a doctor User selects the User selects who the User selects a timeslot User pays for the Appointment is
using the practo app mode of interaction consultation is for for the consultation appointment booked
with the doctor
Doctors available for The app fetches patient User gets the earliest User can set a reminder
audio/video consultations details or prompts the possible time slot but can for the appointment and also
have a sign next to them user to enter patient details also select a later slot gets a noification before it starts

131
DESIGN DIRECTION 2 THE STAKEHOLDERS

2 The information is provided by various trusted and
certified doctors practicing in India who
The health seeker, Practo (as a facilitator), understand the Indian context very well.
doctors, Internet service provider, mobile phone
THE CONCEPT
and other hardware manufacturers, content
writers, developers and designers.
3 In case the patient has further queries, the patient
can talk to a doctor (from the relevant speciality)
online immediately.
A preventive healthcare and medical THE TARGET AUDIENCE
information portal for the Indian audience
with real time chat with the doctor. - Moderate to high level of tech savvy
4 A certain number of doctors from each speciality
are always online to answer incoming queries.
people who use and access the internet to find
THE NEED out about and clear their health queries.
5 The users can also connect with other users
suffering from similar diseases and interact with
People nowadays seek a lot of information - People who seek authenticity of them on request.
online before approaching the doctor. information, and want an accessible and
However, the authenticity and context of the trusted source. ADVANTAGES
information varies greatly.
- People who want to interact with fellow - Provides authentic information without
Thus, the identified need was for an online health seekers. having to visit the doctor physically.
portal with information and advice specifically
catered to the Indian audience by trusted FEATURES - Improves efficiency and convenience.
doctors with the possibility of interaction
between
- the information provider and seeker, as well as
1 The user gets health advice and information
about a large number of health problems,
- The user can text chat with the doctor online
without having to book a consultation.
- between the different health seekers symptoms and diseases, lifestyle changes and (However, the doctors can only advice and not
(here the users). preventive solutions etc. diagnose in such a situation.)

132
HOW DOES IT WORK?

User can also connect with
User is presented with
other users suffering from
details such as symptoms,
the same disease/ problem
causes, diagnosis, prevention
and interact with them on
and treatment etc.
request personally.
User is presented with

articles by doctors about the
particular disease, lifestyle
change or health query.
User enters what

they are searching for
In case of further queries,
the user can request chat with
User can enter keywords
a doctor for his/ her problem User interacts over text After the first free
for a disease, symptom or
chat with the doctor interaction, user is
solution or entire questions
User is instantly connected to where the doctor gives charged a very
a doctor from the suitable speciality advice and clears doubts nominal amount

133
DESIGN DIRECTION 3 basic diagnosis but also operate the video

calling equipment. It could be a trainee doctor,
FEATURES
a nurse or a general physician trained for the

job.
1 The health seeker or their relatives book a
volunteer visit using the practo app or by calling a
number.
THE CONCEPT THE STAKEHOLDERS
Real time interaction with the doctor over The health seeker, Practo (as a facilitator),
2 The volunteer visits the health seeker at the
selected time slot and explains, sets up and
video with the help of a volunteer who acts doctors, volunteers, friends and family of the connects the user to the doctor via video calling.
as a mediator by assisting in the video call health seeker, transport companies, internet
as well as providing basic vital stats and
diagnosis.
service providers, hardware manufacturers, etc.
3 The volunteer also checks for vital stats and
conveys additional information required by the
THE TARGET AUDIENCE doctor.
WHY A VOLUNTEER
The need for the volunteer arose out of the

- Moderate to high level of tech savvy
people who can book the volunteer visits
4 The user can choose to pay post visit directly to
the volunteer instead of advance payment.
question, - How to eliminate personal touch for their parents/ older people (who are not so
diagnosis by the doctor while still enabling technologically advanced). ADVANTAGES
the doctor to diagnose properly? Thus, the
volunteer acts as a connect between the patient - Patients who are unable to travel due to - Patient gets diagnosed from the comfort of his
and the doctor without a physical visit. age, physical handicap, disability, recent home by top specialists without having to visit
surgery, paralysis, pregnancy etc. them physically or waiting in the waiting room,
WHO IS THE VOLUNTEER thus, saving time and money.
- Patients who are reluctant to visit doctors
The volunteer is a person, with adequate in clinics and hospitals due to time constraints, - The volunteer may also resolve language
amount of medical knowledge and dislike, distance etc. barriers, during the interaction, if any.
technological know how, who can not only do

134
HOW DOES IT WORK?
The appointment is added

in the doctor’s appointment
schedule
User uses the practo app User selects the speciality, The volunteer visits The volunteer explains the Consultation takes place The user makes the
or calls the practo helpline who the consultation is the patient steps and sets up the video with the volunteer payment after the
to book a volunteer visit for and the time slot calling equipment providing basic diagnosis consultation is over
and books the visit
Based on demand in a The time slots for volunteer With basic necessary Via transaction app present
particular area one or more visits are longer than the equipment for checking with the volunteer or
volunteers are available in slots for consultation vital stats and diagnosis through the app itself
the given area

135
DESIGN DIRECTION 4 of villages such that the time and distance of

travel is reduced for the health seeker. Also, this
- diagnoses and treats the person, or
connects him to the nearest available specialist
facility would greatly help in follow ups. (such that in case of further requirement the
patient can actually visit the specialist with
THE STAKEHOLDERS reports, for treatment or surgery), or
THE CONCEPT - connects him to a particular specialist who has
The health seeker, Practo (as a facilitator), already treated the person before for a follow up.
Real time doctor patient interaction centres doctors, general physicians, friends and family
and kiosks in rural areas. of the health seeker, internet service providers,
hardware manufacturers, government, etc.
3 The centre is also equipped with basic diagnostic
equipments and medicines which are refilled every
THE NEED few days depending upon the need.
THE TARGET AUDIENCE
50% of the rural Indian population has to travel
almost 100 kilometres to seek medical - Patients in rural areas, with a scarcity of
4 The general physician also acts as a mediator to
eliminate language barriers.
assistance. Also, rural India has 6 times less specialists who have to travel a great distance
number of doctors per capita as compared to interact with the doctor.
to urban India. ADVANTAGES
FEATURES
Thus, the rural population has a real need for - Healthcare becomes accessible to the people
doctors and proper consultations which can be
met by providing real time consultation centres
1 The real time rural consultation centres are
strategically located per group of villages
who really need it.
equipped with proper hardware, broadband depending upon the population, need and - It saves time, money and effort of the health
connectivity (as a key enabler for socio connectivity. seeker.
economic development) and a general physician
(with adequate technological know how). These
centres could be strategically located per group
2 The health seeker goes to the centre where a
general physician either -
- Specialists get more patients than before.

136
HOW DOES IT WORK?
Provides diagnosis and

treatment or provides
health advice to the
health seeker
Connects the health

seeker to the nearest
available specialist
The health seeker goes A general physician Connects the health Consultation takes
to the centre is preset at the seeker to a particular place between the
Real time rural consultation consultation centre specialist who has already health seeker and the
centres are set up per treated him before for a specialist
group of villages follow up
Strategically located Payment is made post

depending upon the need, consultation at the
population and connectivity consultation centre

137
DESIGN DIRECTION 5 clear. Through the correct channel and by

targeting the correct audience, non physical
institutions and schools.
consultation methods can benefit a large

number of people. Thus, there is a predominant
3 Social events and workshops to inform and
accustom people to the different non physical
need for increasing awareness about such modes of interaction. (demos and first hand
THE CONCEPT interaction methods among the Indian experience).
audience.
Increasing awareness about the differ-
ent modes of doctor patient interactions, THE STAKEHOLDERS
4 Toolkits and curriculum designed for schools
to sensitise and enable the children, thus, bringing
where the doctor and patient are not awareness at ground level.
meeting physically, and its advantages The health seekers, Practo (as a facilitator),
among the Indian audience. doctors, friends and family of the health ADVANTAGES
seekers, media, the government, schools,
THE NEED colleges, hospitals, companies, institutions, - Increases acceptance and trust towards the
advertisement agencies, designers, forums and different modes of doctor patient interactions
With a recent boom in mobile technology, the blogs, other propagation media etc. where the doctor and patient are not meeting
Indian audience is still coming to terms with physically.
text, audio and video interactions via the THE CHANNELS
internet and upcoming mobile apps, and a large - More number of non physical consultations
part of the population still prefers physical
interactions over virtual ones.
1 Contextual advertisements over social media,
television, webpages, newspaper and radio
leading to health seeker’s satisfaction by saving
time, money and effort.
highlighting the clear advantages and ease of
However, the advantages and benefits of non interaction. (targeted at specific audiences). - More number of patients for the doctor (even
physical modes of interaction in the healthcare those who wouldn’t have come earlier now do
domain especially for health doubts, queries and
advice, second opinions and follow ups is very
2 Campaigns, seminars and talks, to sensitise
people held at various colleges, companies,
because of ease of access).

138
HOW DOES IT WORK?
WHERE
Schools and colleges
Institutions and companies

Campaigns Seminars and talks
Public spaces
Modes of public transport
Packaging
Promotional offers?
Contextual advertisements Social events and Toolkits and Word of mouth by the doctors
over different media workshops curriculum
Highlighting the need, Particularly designed

advantages and methods for schools

139
DESIGN DIRECTION 6 kinds of health data (general fitness to

speciality specific such as diabetes), and
THE FEATURES
integrating it with a long term patient

profile followed by consultations via various
1 Wearable with different modes that can be
selected to track fitness (such as heart rate, steps,
channels with the help of wearables water intake etc.) as well as track specific
THE CONCEPT provides a start to end seamless experience. diseases such as diabetes, high bp etc.
Integration of wearable data with patient

profile with alerts, access during
THE STAKEHOLDERS
2 The health seeker’s data gets integrated with
their profile in the cloud. (past medical history
consultation and consultations via The health seekers, Practo (as a facilitator), and patterns can be accessed at any time).
wearables. doctors, friends and family of the health
THE NEED
seekers, designers and developers, hardware
manufacturers, etc.
3 In case of anomalies an alert is generated and
the patient can immediately consult an appropriate
specialist online using the wearable, by making
This concept arose out of a discussion about THE TARGET AUDIENCE audio calls or holographic calls.
the evolution and future of technology. As we
have smartphones today with a growing use
of touchscreen, tomorrow there might be a
- High to advanced level of tech savvy
people (to begin with) who can use the
4 Patient can also set reminders (for medicines etc.),
alarms etc.
complete shift from smartphones to wearables technology on their own.
with mobile apps becoming completely obsolete ADVANTAGES
as the ancient telephone is today. People will be - People who want to take ownership of
designing interactions and interfaces for a new their own health and are concerned about - High level of efficiency and convenience for
medium. fitness and disease/ health monitoring. the health seeker.
Thus, taking a step towards future technology, (Assuming a time in the future where non - Evolution of the overall meaning of health
the concept of tracking and recording various physical consultations have become common) and wellbeing in a collective future society.

140
HOW DOES IT WORK?

To track general fitness (such as
heartrate, steps, sleep cycle,
water intake, excercise patterns,
calories burned etc) and achieve
early diagnosis.
Audio calls or
Reminders are generated holographic calls
To track and manage specific to meet the required goals via the wearable
diseases (such as diabetes, itself
high blood pressure, seizures,
etc),
The health seeker uses

a wearable to track and
record health data The health seeker’s data gets
integrated and stored with their
Health monitoring wristband profile in the cloud Alert is generated in Health seeker can
+ eye implants (for gesture case of health immediately interact
controlled data projection) etc. This data can be analysed to figure deterioration with the required specialist
out area wise trends and patterns

141
EVALUATING THE
CONCEPTS THE PARAMETERS
THE NEED PARAMETERS (FOR THE FACILITATOR) 8. Timesaving (most time consuming to least
time consuming)
Given various constraints such as time, money, 1. Implementation time frame
technology, feasibility, need etc., some of the (takes time to immediate) 9. Trustworthy (least to most)
concepts could not be developed further within
the given time frame. 2. Cost effective (least to most) 10. Ownership of health (least ownership to
the user to most ownership)
Thus, after coming up with 6 concepts from 3. Technology (current to advanced/ futuristic)
the design directions, it was time to analyse It was also kept in mind that the concept
the concepts based on these constraints and 4. Workforce (number of people required to matched the requirements of the sponsor, (here
certain other parameters so that the most valid implement from most number/ least efficient to something that can be implemented within the
concept could be selected and further worked least number/ most efficient) next one or two years).
upon.
5. Scale (least scalable to most scalable) THE SCALE
SETTING THE PARAMETERS
6. Impact (less impactful to more impactful) A scale was formed with the lightest color
The parameters were set based on the need, representing least/ more time consuming to
constraints, impact and scale at a social, PARAMETERS (FOR THE USER) the darkest color representing most/ less time
economic and technological level to provide consuming and a grid was formed for visual
a holistic analysis to identify the most viable 7. Ease of use (very difficult to easy and analysis. This has been explained on the right
solution and develop it further. convenient) hand side page.

142
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PARAMETERS 1 2 3 4 5 6 7 8 9 10
CONCEPT 1
CONCEPT 2
CONCEPT 3
CONCEPT 4
CONCEPT 5
CONCEPT 6
SCALE
Least/ Most/ Not valid

takes time immediate
143
THE IMPACT AND SCALE FAST IMPLEMENTATION

PLOT AND SCALABILITY
1
TAKING A CLOSER LOOK
2
For better understanding, two of the most
crucial parameters have been chosen, namely
impact and implementation scalability. This
has been shown in the plot on the right
hand side.
3
The x axis plots least impactful to greatest

impact whereas the y axis plots slow LEAST MOST
implementation and scalability to fast IMPACTFUL
5 IMPACTFUL
implementation and scalability.
The concepts lying in the 1st quadrant, i.e. the

upper right hand side are the most impactful 4
and can be implemented and scaled fast-
est, Therefore, they are the most favourable
concept for further development given the
timeframe.
6
THE
CONCEPTS
SLOW IMPLEMENTATION
AND SCALABILITY

144
SELECTING THE FINAL Case studies similar product study

market study
CONCEPT
The user journey
Service model
After evaluating the concepts based on certain
GROUNDWORK Service blueprint
parameters and constraints and further plotting
the impact and scale of the concepts, concept
Scenario mapping
1 was chosen as the concept that would be
explored and developed further. from the service
User expectations
from the product
This selection was done keeping in mind the for the users
feasibility of implementation and scalability for Value proposition
for the doctors
a current timeline as decided in the beginning FINAL CONCEPT
of the project. DEVELOPMENT
WHAT NEXT? Features on the basis of insights
Thus, the next steps were to further develop Task flow

the first concept, i.e a mixed media app for real
time non physical doctor patient interactions. sketches
Initial wireframes
paper prototypes
PROTOTYPING
For this, first a large number of case studies graphic elements (color, icon)
Visual standards
type system
were looked at to get a general understanding
of the market and similar products. This was High fidelity wireframes
followed by user journey mapping, service
blueprint etc. as mentioned on the right hand App simulation
side image.

145
LEARNING FROM
CASE STUDIES
EXISTING PRODUCT STUDY
To further understand the context and design

better, existing apps and platforms for real
time doctor patient interactions, i.e., online
consultations were studied and insights were
generated from the study.
This has been explained in the following

pages.
KEY INSIGHTS EXPECTED
The similar product analysis was expected to

help in getting a clearer picture about the type
of product and system being envisioned. Also,
it would help in understanding the pros and
cons of the products currently available in the
market, thus, helping in coming up with better
features specifically catered to the Indian
context and audience.

146
SIMILAR PRODUCTS WORLDWIDE
144

147
SIMILAR PRODUCTS IN
THE INDIAN MARKET

148
MAJOR INSIGHTS
KEY INSIGHTS KEY INSIGHTS 4 Time limit for consultations, versus no time limit
- Pros and cons of the existing services in the

market (both india and abroad)
1 While in some platforms (apps and websites) you
can only ask a free question and get an answer
5 Most of the platforms are charging more for
video, followed by voice, followed by text.
over time (usually within 24 hours), others
- Striking features (if any) provide the facility to talk to the doctor over
voice or video.
6 Payment is always taken before the consultation
takes place.
- Rate of success (in case of an app the
number of downloads in play store) 2 All of the platforms are designed to handle non Does this reduce the chance of first time
emergency situations. users using the product?
- How are they working towards
acceptance of online consultations?
(selling points of the product).
3 Some have the option where the user can select
a doctor of their choice (here the user may
7 Often the registration process is too long and
cumbersome.
have to wait for the consultation), whereas in
- How does it work? (the workflow) others you cannot choose the doctor (a doctor
is assigned to the user but the consultation is
8 While some apps and platforms do let you book
a consultation or ask a question for others, a lot
- The target audience (who can it be used immediate or after a very short period of time). of them don’t have that feature.
for)?
- Different channels used by the company

Does waiting time for the consultation
reduce preference as compared to being
9 A lot of platforms are too confusing to use.
(too many steps involved)
for doctor patient interactions assigned a doctor immediately?
How to reduce the number of steps and
Does the user need to be given the choice to make the app extremely simple to use?
select the doctor at all times?

149
THE FINAL CONCEPT
A real time doctor patient interaction system with the help of a mixed media
application where the doctor and patient are not meeting physically.

Created by i cons
from the Noun Project
Practo approaches the The doctors are explained The willing doctors are The doctor is added to the
doctors who are already how the online consultations provided with the patient profile
listed on their platform would work necessary equipment
Timeline of all consultations
Technicalities Wifi/ 3G connection in clinic/ area of practice with the doctor
Legal and ethical aspects Tab/ laptop/ pc with webcam
Advantages and monetary Video consultation software for doctors

aspects User can book a consultation with
(compatible with tablet/ laptop and pc)
a consulted doctor again anytime
A SYSTEM
OVERVIEW
Providing a systemic view
of how everything comes
together and functions as The new mode is added in the The consultation is added Doctors receive payment Post consultation feedback
a whole. patient app for the doctors who to the doctor’s calender for all the consultations by the patients is sent
are willing to consult online time slot. at the end of the month to the doctors
User ratings and reviews

are added to the app The user uses the patient The user selects and books The user makes The consultation
app to search for a doctor a consultation with the payment for the takes place
to consult online doctor of his/ her choice online consultation
Selects the speciality + doctor Confirmation of consultation User gets a notification prior to
is received the start of the consultation
Selects the mode of consultation (via app, message and email)
Receives a call from the doctor
Selects who the consultation is for via app (for the consultation)
Selects the time slot

151
THE USER JOURNEY STAGES OF THE USER JOURNEY POINTS COVERED
The user journey is divided into five major stages 1. Stages

Phases the persona is going through while
1. Pre consultation phase using the app
The real time doctor patient interaction system Where the user senses a health problem and
consists of a lot of different aspects both at starts searching for a doctor 2. Actions
the user end and the doctor end. For the entire These are the jobs to be done. Shows what
system to function seamlessly, Practo as a 2. Booking consultation phase the persona is trying to achieve
facilitator has to perform various functions and Where the user takes a set of decisions and
tasks throughout as well. books the onine consultation via the app 3. Emotions
Shows the experience the person is having at
However, for this project, the focus was mainly 3. Payment phase each stage of the user journey
on the user side of the interaction. Hence, a (Could be before or after the consultation
solid platform in the form of a mixed media takes place) 4. Touchpoints
app for booking and conducting online Different points of contact of the user with
consultations with the doctor was built. This 4. Waiting for the consultation the app and hence, the service provider.
app fits in perfectly as a part of the entire
system and plays a crucial role in connecting 5. Online consultation phase The user journey has been formed assuming
the users (also the health seekers) with the Where the user interacts with the doctor via that it is a first time user using the app.
doctors. the app using audio video and text (if reqd.)
After the case studies, the next step was to 6. Post consultation phase
understand the user journey and map it. This Feedback and updating doctor specific
has been explained in the following pages. interaction timeline

152
STAGE
PRE CONSULTATION PHASE
ACTIONS
Has a health problem, Starts looking for Downloads/ opens Browses the Practo Under doctors enters Selects a doctor by
or a health query solutions to consult the Practo patient patient app speciality,symptom or clicking on the doctor
the doctor app in smartphone treatment or selects card
speciality
EMO-
TIONS “Wants a solution to “Wants to find the “Getting acquainted “Forming the first “Has to select whom “Accesses the doctor
the current health best possible and with the app” judgement about to consult from a list based on the doctor
problem/ query” easiest solution the app.” of doctors.” details provided on
and also the best the card”
possible doctor”
TOUCH
First point where First point of Modes of consultation
POINTS need for the doctor is contact with the the doctor is available
generated app for is visible on the
doctor card

153
BOOKING CONSULTATION PHASE
Selects the consult Selects the preferred Views the onboarding Selects who the Enters patient details Accepts the alloted time
online option or goes mode of online steps for the selected consultation is for or selects a saved slot or selects a later
back and selects consultation mode of online patient time slot
another doctor to consultation
consult online
“Decision where “Decision based on “Takes time to “Does not want to “Decision based on
online consultation is comfort, preference, understand how fill in too many details ” earliest need or
chosen” convenience and it will work.” convenience”
situation.”
First point where the Onboarding screens Earliest possible time

decision to consult are only shown to the slot is automatically
online is taken first time user allotted to the user

154
PAYMENT PHASE
Views the payment Selects offers (if Proceeds to payment Pays for the Receives a payment Receives consultation
summary any are valid) and is redirected to online consultation success or failure details
the payment gateway notification
“Realises that they “A bit skeptical since “Decides how to “May be a bit “Happy that the
have to pay before the using the platform make the payment” skeptical about consultation is finally
consultation” for the first time” online payments.” booked”
Redirected to third During payment In app, via email

party payment failure Practo calls up and message
and rebooks the
consultation

155
WAITING PHASE ONLINE CONSULTATION PHASE
Sets a reminder for Gets a reminder Waits for the Receives a call from Online consultation Toggles between audio
the consultation 30 mins and 10 mins consultation to take the doctor via the app starts via the app or video as per requirement
before the scheduled place at the time of the and convenience
consultation consultation
“Wants to be notified “Gets ready for the “Eagerly waiting to “Does not have to “Experiences online
before it starts so that online consultation” interact with the worry about calling consultation”
he/ she can be ready” doctor.” the doctor”
Reminder is set in the Practo call connects

google calendar doctor and patient
via the app

156
POST CONSULTATION PHASE
Attaches reports and The call is automatically Receives a call Responds to the Redirected to A few days later
sends text if required disconnected after the slot summary feedback prompt for consultation timeline asked for feedback
(in call) (15 mins) is over the consultation for the doctor
experience
“Wants the attachment “Wants to get as much “Rethinks about how “Understands where the “Based on whether
process to be really out of it within the the online consultation consultation history is the doctor helped or
easy” given time” experience was” saved” not the patient
gives feedback”
Two way text Timer at the top Doctor and

interaction option also shows how much time consultation details
there (in case reqd.) is left are saved in the form
of a timeline

157
THE USER TYPES USE CASE 1
The user journey was formed keeping in mind - First time user
the most ideal scenario for the first time user. - Uses the app for the first time to book a
consultation with a new doctor
However, in the real world scenario, there is a - Finds out about the app on his own
first time user and a repeat user. Again, these
NEW
users can use the app to book a consultation FIRST TIME
CONSULTATION PROS
with a new doctor or follow up with an USER
existing doctor. This leads to the rise of four Does not have any preconceived notions about
major use cases. the app. (best point to have a positive
impression).
The use cases have been explained in
detail in the following pages. It helps us CONS
REPEAT FOLLOW UP
understand how the experience is different
USER
for a first time user and a repeat user and the If there are a lot of steps the very first time, or
potential, pros, cons and challenges faced in the app is too complicated or not satisfactory
the use cases. the patient might lose interest or leave midway.
It also helps us understand the most trusted CHALLENGES

method of getting to know about the product How to make the product easy to navigate and
and how interaction changes with each useful in the least possible steps? How to make
different use case. the product more trustworthy?

158
USE CASE 2 USE CASE 3 USE CASE 4
- First time user - Repeat user - Repeat user

- Uses the app for the first time to book a - Uses the app to book a follow up with an - Uses the app to book a book a new
follow up with an existing doctor existing doctor consultation with a doctor
- Doctor tells the patient about the app
PROS PROS
PROS
The user already knows how to navigate his way The user already knows how to navigate his way
Trust factor towards the product is more as it through the product. through the product.
comes from the caregiver himself. Since follow up charges are less the user would He already has some amount of trust over the
Currently a lot of doctors follow up with their prefer to follow up with his doctor using the product.
patients over phone, whatsapp etc. but its not app instead of going to another doctor.
structured. This will give it structure. CONS
CONS
CONS If the experience is bad at this stage the user
If the experience is bad at this stage the user might lose trust in the product
Doctor/ user might not want to follow up via an might lose trust in the product
app CHALLENGES
CHALLENGES Living up to the user’s expectations.
CHALLENGES How to retain users after first appointment. Introducing better features to keep the user’s
How to convince the doctor to use and (what would make the user come back and use attention.
introduce the app to the patient. the same product.)

159
STAGE
PRE CONSULTATION PHASE BOOKING CONSULTATION PHASE
THE SERVICE BLUEPRINT SERVICE

Uses the app Selects consult online option
STAGES
Searches for doctor Selects mode of consultation
Selects doctor Views onboarding steps
A service blueprint is nothing but the Selects patient
organisation of the service underneath. It Selects time
involves the people delivering the service (back
office) and in turn the people who influence
TOUCH
the back office (all the major stakeholders). Doctor details Saved patients
POINTS
Doctor availability Patient Details
A service blueprint is therefore, a complete
Consultation options Automatic time allocation
picture of the working of a service and the
emotional journey. Selection of time slot
Here, an effort has been made to explain the PEOPLE

User User
people and processes involved both at the back INVOLVED
end and the front end to make the doctor Product developer Product developer
patient interaction process via the app a Operational developer Operational developer
success. The service blueprint is divided into 6 Content developer Content developer
parts which are the 6 main stages of the user’s Service Provider Service Provider
interaction with the product.
Operations Operations
The service blueprint has been explained

on the right hand side.
ICT
Mobile app Mobile app
GPS/ Location Practo doctor software

160
PAYMENT PHASE WAITING PHASE ONLINE CONSULTATION PHASE POST CONSULTATION PHASE
Views payment summary Sets a reminder Receives doctor call Views consultation summary
Selects offers Receives reminder Consulation starts Gives service feedback
Redirected to payment gateway Waits for consultation Switches between audio/ video Views doctor timeline
Pays for the consultation Attaches reports (if reqd) Gives doctor feedback
Receives success/failure notification Consultation ends
Appointment details Reminder options Audio/ video toggle Doctor interaction timeline
Payment gateway Notifications Attachement options Addition of reviews
Payment options Chat options
Call duration timer
User User User Users

Product developer Product developer Doctor Doctor
Operational developer Operational developer Product developer Product developer
Service Provider Service Provider Service Provider Operational developer
Third party payments Operations Operations Service Provider
Operations Hardware manufacturers Operations
Mobile app Mobile app Mobile app Mobile app

Third party payments Time and reminder Practo doctor software

161
INTRODUCTION TO THE
PRODUCT
Here, introduction to the product means how

the user finds out about the app. Depending
upon the source of introduction, the trust
factor changes. WORD OF MOUTH
(From friends, family, colleagues etc.)
The sources of introduction are discussed
on the right.
ONLINE ADVERTISEMENT
SOURCES (Banner on some site, blog, in game, youtube,
“80% of the people agreed that if a doctor
OF INTRODUCTION social media - facebook, instagram etc.)
told them about the app and asked them
to use it for a follow up then they would TO THE PRODUCT
trust it more.” OFFLINE ADVERTISEMENT
(Television, radio, roadside banners, newspaper,
Most of the people said that they would SMS promotions, campaigns and events etc. )
trust different forms of advertisement less.
However, advertisements are a great way to FROM THE DOCTOR
ingrain the product in their mind and in times (From the doctor who just treated the patient
of dire need they would probably end up or from a family doctor)
approaching the platform rather than
searching for some other platform they don’t
know about.

161
SCENARIO MAPPING
DIFFERENT SCENARIOS OF USE
Based on our secondary and primary research

and thereafter formed personas, we already
know the different user groups that would
need and prefer non physical modes of
interaction with the doctor.
Thus, extending this to our concept and

narrowing it down to people who would be
able to use the mobile app, i.e., people who
are technologically abled, the different
scenarios in which the app will be used have
been mapped.
The post its on the right hand side show

all the different scenarios based on
- the type of health query/ problem
- the speciality
- the inability to travel to the doctor
The user would therefore prefer to interact
with the doctor over online consultation in
these scenarios or a combination of these
scenarios.

163
VALUE PROPOSITION
The real time doctor patient interaction system CONSULTATIONS FROM THE COMFORT
has a number of advantages for both the doc- OF HOME
tor as well as the patient. It is in fact a crucial
area, that is in much need for proper interven-
SAVES TRAVEL TIME
tion. Thus, the mixed media app is a humble (To travel to and forth)
attempt to solve a lot of those issues in the
simplest possible way.
NO NEED TO WAIT IN THE WAITING ROOMS
ADVANTAGES (Of hospitals and clinics)
The main aim of this app as a part of the
entire system is to connect the doctors FOR THE
and health seekers where establishing a HEALTH SEEKERS SAVES MONEY
physical connect is difficult or not possible, (Spent in travelling mutiple times)
but the need is high. This is done by eliminat-
ing the distance barriers by providing real time
audio, video and text consultation solutions. It INTER CITY CONSULTATIONS
is a start to end process, where the patient can (Second opinions, follow ups etc.)
book the consultation, consult online, make
payment, give feedback and even follow up EASY TO USE AND CONVENIENT
online.
The major advantages for the doctors and

the health seekers is explained as follows.

164
MOVING FORWARD
MORE NUMBER OF PATIENTS After the concept development phase where six
concepts came out of six very different design
directions followed by evaluation of concepts
UNSTRUCTURED FOLLOW UPS AND QUERIES and then selection of a final concept, the
GET STRUCTURED concept was detailed out further.
The next steps would be to prototype the

INCREASES INCOME app itself. For this, the user expectations and
ADVANTAGES
(Due to structuring and increasing reach) insights have been translated into features,
FOR THE
followed by figuring out the basic workflow of
DOCTORS EASY TO USE AND CONVENIENT the app. This was followed by low resolution
wireframes which were sketched out before
deciding the visual standards for the app.
FITS INTO THE DAILY PRACTICE SCHEDULE
Finally, the high resolution wireframes were
made. These have been discussed and illustrated
in the last and final prototyping section.
GROWTH OF CUSTOMER BASE AND
VISIBILITY

165

166
5.1 Deciding the features
05 5.2 The task flow

5.3 Initial wireframes
5.4 Visual Standards
PROTOTYPING PHASE 5.5 High fidelity wireframes
5.6 The user story

167
DECIDING THE FEATURES
USER EXPECTATIONS FROM THE NEW

PRODUCT
1. SHOULD PROVIDE A SOLUTION TO MY PROBLEM
A bunch of people were asked ”What they
would expect from the mixed media app
for doctor patient interactions and what 2. SHOULD BE EASY TO USE, UNDERSTAND AND
would make them use it?” NAVIGATE THROUGH
The points mentioned by them in order of

USER 3. SHOULD BE GENUINE AND TRUSTABLE
priority of preference has been explained on
EXPECTATIONS
the right hand side. These were kept in mind
while deciding the features to try and come FROM THE
4. SHOULD SAVE TIME IN SOME WAY
up with the best user experience for the health PRODUCT
seekers, i.e the users of the app.
TRANSLATING INSIGHTS INTO FEATURES 5. SHOULD BE COST EFFECTIVE

(Discounts/ offers/ less than physical interactions etc.)
Next the insights generated during the primary

research phase from the user and doctor 6. QUIRKY/ FUN/ DIFFERENT
(Definitely makes it a pleasure to use the product)
interviews and surveys and from the case
studies were translated into features as
demonstrated on the next page.

168
INSIGHTS FEATURES INSIGHTS FEATURES
Name/ DOB and Gender is fetched Money back guarantee if the

USERS ARE SCARED OF PAYMENT
USERS DO NOT WANT TO SPEND from facebook. Only need to enter consultation fails. In case there is a
FAILURE OR DO NOT WANT TO
TOO MUCH TIME ENTERING very few details once during signup. payment failure the user gets a call
PAY FOR A PRODUCT THEY HAVEN’T
PATIENT DETAILS User can choose to skip this step from Practo operations within
USED BEFORE
or enter the details later. 10 mins to solve the problem.
USERS WANT VISIBILITY OF MODES Availability of doctor for online Set a reminder option and a
USERS WANT TO BE NOTIFIED BEFORE
OF CONSULTATION WHILE DOCTOR (text or audio/video) consultations notification from Practo 10 mins
THE APPOINTMENT IS STARTING
SELECTION is visible on the doctor card. before the start of the consultation.
Users can book for self or others Attach an image feature with a progress
USERS WANT TO BE ABLE TO
where they can select from a list NEED TO ATTACH REPORTS OR bar showing attachment progress
BOOK CONSULTATIONS FOR
of saved users or add a new user SEND MESSAGES IN CALL without any hindrance to the call.
OTHERS TOO
by adding new patient details. Chat feature also available.
SOME USERS WANT TO UNDERSTAND Onboarding screens for first time Gets call again after 5 mins. In case
HOW THE CONSULTATION WORKS users after selecting the mode of MISSED A CALL the user misses the second call the
BEFORE TRYING IT OUT consultation. consultation is cancelled.
Display of offers on the payment REJECTED THE CALL SAME AS ABOVE

SHOULD SAVE COST
summary page (before payment)
USER WANTS A CONSULTATION HISTORY Doctor-wise consultation timeline

USERS WANT TO CONSULT THE User is assigned the earliest WITH ALL MODES OF CONSULTATION IN and a list of all doctors consulted
DOCTOR ONLINE AS SOON AS POSSIBLE available time slot for consultation ONE PLACE under my consultations.

169
THE TASK FLOW
After deciding the features, the next stage

was to map out the task flow. This would help
in clearly understanding the number of steps
and in turn the number of screens required
to perform a certain task. It would also help
to understand all the different variations and
possible outcomes for a particular task.
The task flow would vary for the first time user
and the repeat user as well as when booking a
new appointment and while booking a follow
up.
As a first attempt the task flow was

formed keeping in mind the requirements
of a novice user and not an expert user.
It has been explained in the illustration on

the right hand side page.

ENTER LOCATION
ENTER PATIENT FETCH CURRENT LOCATION ENTER NEW
LOCATION
DETAILS POPUP PATIENT DETAILS
(Follow up)
SELECT TYPE IN SYMPTOMS/ FETCHES SELECT

SPLASH SCREEN LANDING PAGE DOCTORS SPECIALITY/ TREATMENT DETAILS SAVED USER
(New
(First time user) (Existing consultation)
user)
ONBOARDING MOBILE NUMBER SELECT SELECT ONBOARDING SELF SOMEONE
SCREENS VERIFICATION SPECIALITY OPTION SCREENS CONSULTATION ELSE
LOGIN PAGE ENTER MOBILE LIST OF SELECT MODE ENTER PATIENT

NUMBER ADD FILTERS DOCTORS OF CONSULTATION DETAILS
CONTINUE WITH DOCTOR SELECT SELECT CONFIRM

FACEBOOK DETAILS DOCTOR CARD CONSULT ONLINE TIMINGS
CONFIRM
CONTINUE WITH CAMERA REFUND SELECT A
SELECT UPLOAD PREASSIGNED
MOBILE NUMBER TIME SLOT TIMESLOT
ATTACH DOCUMENT
CANCEL CANCEL
TAP FOR PROMPT
CHAT GALLERY UPLOADING PAYMENT
OPTIONS
BAR SUMMARY
RESCHEDULE
VIDEO SCREEN
EMPTY
CHAT REMINDER SET A PROCEED TO
AUDIO SCREEN SCREEN SET PROMPT REMINDER PAYMENT
NON - EMPTY
CONSULTATION CALL ACCEPT/ CALL FROM PRE CONSULTATION APPOINTMENT REDIRECTED TO

SCREEN REJECT SCREEN THE DOCTOR NOTIFICATION + DETAILS PAYMENT GATEWAY
(IN APP) REMINDER
END OF (AUTOMATICALLY PAYMENT LOGIN/ CONFIRM/

CONSULTATION ENDS AFTER 15 MINS) SUCCESS OTP/ ENTER
FEEDBACK (SELF END BEFORE CONFIRMATION PAYMENT TRANSACTION IS

15 MINS) TRY AGAIN FAILURE
POPUP POPUP BEING PROCESSED
MY
CONSULTATIONS
171
INITIAL WIREFRAMES
The initial wireframes were the first steps

towards designing the screens of the product.
Keeping the task flow in mind, the basic flow
and composition was sketched out on paper
in the form of initial low fidelity
wireframes. These are presented in the fol-
lowing pages.
These wireframes were black and white and

mainly focused on the information
architechture rather than the visual elements
which were looked into later on.
These wireframes helped in understanding and

building
- the structure (screens vs commands and
functions),
- the content and the hierarchy of the
content (organisation and display)
- functionality of the interface, and
- the behaviour, i.e. the interaction with the
user

175
VISUAL STANDARDS COLORS PRIMARY

USED
After deciding the task flow and sketching PRIMARY

initial low resolution wireframes it was time
to decide the visual elements, i.e. color, type,
icon style, icons etc for the final high resolution
prototype.
SECONDARY
The visual and type elements have been kept
similar to the exisiting practo app for seamless
integration. This has been explained in the
following pages.
ACTIONS
FONT MUSEO SANS

TERTIARY
USED Museo sans 700
Museo Sans 500
Real Time doctor patient TERTIARY

interaction 1234567890

176
ICONS
USED
Fees Chat Time DOB ID Video Image
Morning Afternoon Evening Call Info Sex User
Document Microphone Speaker Attach Experience Camera Clinic / hospital

177
HIGH FIDELITY Consultation details
WIREFRAMES
This consultation ends in 13:06 mins
High fidelity wireframes were the final

wireframes for the implementation of the app. A reminder has been set for
your audio/ video consultation with
After deciding the visual standards, the next
Dr. Jolly Shah Kapadia
step was to evolve the initial low fidelity
wireframes into high fidelity ones.
Today, 10:01 am
This has been explained in the following 21st June 2016
pages along with the visualisation of various In 8.5 hours
features that were decided upon earlier
followed by the final workflow of the app with
CANCEL OK
all the major screens.
After this, the wireframes were prototyped

using Invision. The Invision prototype however,
does not show any transitions and animations SET A REMINDER
but the basic sequence of the workflow.

179
FEATURES
Consult a doctor or a specialist from the

comfort of your home.
Book an online (audio/ video) consultation

with the doctor of your choice.
Book a consultation for yourself or your

friends and family.
Auto allocation of the earliest possible

consultation time or select a time slot of
your choice.
Attach reports and images, in call,

whenever required.

179

180

181

182

183

184

185

186

187

188
Area intentionally left blank for attaching the

complete workflow with screens A4 foldable
print.

189
THE USER STORY

The user stories are real life interaction
scenarios where the health seeker uses the
application to solve their health problem by
real time interaction with the doctor.
SCENARIO 1
01 Lakshita has been suffering from a serious

case of acne since childhood. 02 She has consulted few doctors over the years
and even tried ayurveda and homoeopathy 03 Her friend tells her about this new application
called Practo where she can book consultations
medicines to no avail. with the best doctors and consult them online.

190
04 Lakshita checks out the application. The other

users have posted reviews about the doctors 05 She books a video consultation with the doctor
of her choice and sets up a reminder for the 06 Exactly at the time of the consultation she gets
a call from the doctor to whom she explains
which she finds helpful. consultation. her problem.
07 The doctor asks for images of the affected

area to check the severity for which she quickly 08 The doctor gives her advice on diet change and
prescribes medicines which she orders using 09 Two weeks later she books a follow up with
the doctor using the same application. She no
clicks a picture and attaches. Practo Order (thus, saving time and money.) longer has to wait in the doctor’s clinic for her
appointment!

191
SCENARIO 2 01 Trisha is in her seventh month of pregnancy.

She lives in a nuclear family with her 02 She keeps having problems and doubts from
time to time related to her pregnancy.
husband and 2 year old toddler.
03 She does not want to go to the doctor again

and again for every small query she has as she 04 She books an online consultation with the
doctor to clear her doubts and ask for advice. 05 Trisha is happy because now she does not have
to rush to the doctor for every small query and
finds it difficult to travel too much. The doctor gives her the necessary advice. gets advised from the comfort of her home.

192
SCENARIO 3 01 The doctor has asked Ramesh to undergo a

surgery. Ramesh does not want a surgery. 02 He has gone to a few more doctors in his city
for a second opinion but all have suggested
surgery.
03 Ramesh wants to consult a specialist in a

different city about his problem. 04 He uses the Practo application to book the
consultation and then consults the specialist 05 He sends the necessary reports to the
specialist via the app and gets sound advice.
by interacting with him real time via the app. Ramesh is happy!

193

194
Future of this project

CONCLUSIONS Reflections
References

195
THE FUTURE OF THIS

PROJECT
Venturing into the domain of digital to the product.

healthcare, this project was a sincere effort
to bridge the distances between the doctors Again, this application was one of the many
or the providers of healthcare and the health possibilities that have been explored further for
seekers. real time doctor patient interactions. An
interesting step would be to further develop
The application for real time doctor patient the other concepts such as the volunteer visits
interaction through audio and video developed or extending real time interaction facilities to
as a part of this project is currently at a rural areas where there is a greater need. For
prototype stage where the flow has been this the channel would need to be adapted
demonstrated by using invision for the into other feasible media. Language also plays
wireframes. a great role here.
The next step would be to actually develop the Last but not the least, the success of any
application (with proper transitions and service or product depends largely on user
animations) and user test it to identify acceptance, thus, creating awareness about
shortcomings and iterate it further. Another the fact that it is not always necessary to
interesting study would be to observe user physically visit the doctor for proper diagnosis,
retention and work towards ensuring repeat treatment and advice could be a long term
user engagement. This can be done by goal along with the many benefits of real time
analysing and understanding the user reaction consultations.

196
REFLECTIONS
Reflecting back upon the past 10 months, I As I progressed with this project I understood
realise that a lot has changed since I first my strengths and weaknesses even better. I
started this project in January. The entire discovered my stong love towards dealing with
experience was both enlightening as well as information and organisation and deriving
thought provoking in various ways. meaning out of everything. I would like to thank
my guide and mentor and all my fellow
Working on this project taught me to question colleagues and friends for the constant support
each and every established fact and understand and patience in hearing out my ideas and giving
the core reason behind it. It taught me to a platform to my voice. I also experienced a very
always zoom out and look at the bigger picture unique work culture and met some really knowl-
before trying to join the pieces of the puzzle. edgeable, enthusiastic, well read and motivating
It was in fact both challenging and an absolute people during my time there.
joy with many ups and downs along the way.
Even my perception about health and
Also, my entire perception about designing healthcare as a whole changed. People say
products evolved as a whole. There are many prevention is better than cure, but the factors
different facets to the same perception but affecting prevention are manifold. There is a
even the perception is ever changing and ever large part of the population still demanding
evolving. The greatest learning was to cure, where prevention is not even in their hand
understand change itself and embrace it even or a part of the immediate scope.
in its most rudimentary form.

197
REFERENCES
BOOKS ARTICLES Telemedicine in India

http://telemedindia.org/eseminar/Telemedi-
Wachter Robert, The Digital Doctor: Hope, Communication in 2016: Text, Voice, Video cine_in_india/
Hype, and Harm at the Dawn of Medicine’s or In-Person?
Computer Age http://www.inc.com/jayson-demers/communica- Telemedicine Trends
tion-in-2016-text-voice-video-or-in-person/ http://evisit.com/wp-content/uploads/2015/09/
Topol Eric, The Patient Will See You Now: Telemedicine-Trends-Whitepaper/
The Future of Medicine is in Your Hands Why use telemedicine?
http://app.docchat.io/why-use-telemedicine/ Telemedicine Is the Future
Topol Eric, The Creative Destruction of https://issuu.com/teamoyehelp/docs/telemedi-
Medicine: How the Digital Revolution Will How is the doctor-patient relationship cine_is_the_future/
Create Better Health Care changing? It’s going electronic.
https://www.washingtonpost.com/national/ Golden Rules of User Interface Design
Jones Peter, Design for Care: Innovating health-science/how-is-the-doctor-patient-rela- https://uxplanet.org/golden-rules-of-user-inter-
Healthcare Experience tionship-changing-its-going-electronic/ face-design/
Malkin Jain, A Visual Reference for The Future of Doctor-Patient Interaction in Onboarding
Evidence Based Design Healthcare http://uxarchive.com/tasks/onboarding
http://stewartdesign.com/review/man-
Martinez Lucia, Gomez Carla, Telemedicine del/2009/05/the-future-of-doctor-patient-inter- The Internet of Medical things
in the 21st Century action-in-healthcare/ http://www.tcs.com/resources/white_papers/

198
VIDEOS WEBSITES UXDESIGN HUMANISING INTERACTION

http://uxdesign.com/
Daniel Kraft: Medicine’s future? There’s an RESEARCH GATE THE UX REVIEW
app for that http://www.researchgate.net http://theuxreview.co.uk/
https://www.ted.com/talks/daniel_kraft_medi- MHEALTH WATCH ISSUU
cine_s_future http://www.mhealthwatch.com/ http://www.issuu.com
MEDIUM
Karalee Close: Will healthcare embrace http://www.medium.com SOFTWARES USED
digital or will we die waiting? EVISIT
https://www.youtube.com/watch?v=4LebeR- http://www.evisit.com Sketch (3.8)
BlL8E JOURNAL OF MHEALTH Adobe InDesign CS6
http://www.thejournalofmhealth.com Adobe Illustrator CS6
Abraham Verghese: A Doctor ’s touch PINTEREST Adobe Photoshop CS6
https://www.ted.com/talks/abraham_verghe- http://www.pinterest.com InVisionApp
se_a_doctor_s_touch WIRED
http://www.wired.com FONTS USED
Atul Gawande : How do we heal medicine? VERGE
https://www.ted.com/talks/atul_gawande_ http://www.theverge.com Frutiger
how_do_we_heal_medicine DIGITAL TRENDS Museo Sans
http://www.digitaltrends.com/ Aller

199
Thank you!

200
MONICA PODDAR
monipoo94@gmail.com
PORTFOLIO ON BEHANCE
www.behance.net/monicapoddar

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GRADUATION PROJECT

Experience design for real time

STUDENT : MONICA PODDAR

PROGRAMME : Bachelor of Design (B.Des)

GUIDE : PRAVEEN NAHAR

National Institute of Design

Bachelor of Design of the National Institute of Design

*Subsequent remarks regarding fulfilling the requirements :

All rights reserved.

Bachelor of Design, Product Design, 2012 - 2016

No part of this document will be reproduced or transmitted

All illustrations and photographs in this document are

Edited and designed by -

Printed digitally in Ahmedabad, India.

Student Name in full : MONICA PODDAR

Student Name in full : MONICA PODDAR

MONICA PODDAR • UG PRODUCT DESIGN • GRADUATION PROJECT 2016

“A little empathy goes a long way in an

NATIONAL INSTITUTE OF DESIGN

ABOUT THE GRADUATION PROJECT implement their design solutions taking

MONICA PODDAR • UG PRODUCT DESIGN • GRADUATION PROJECT 2016

NATIONAL INSTITUTE OF DESIGN

01 PROJECT 02 DIVING INTO THE 03 PRIMARY RESEARCH

MONICA PODDAR • UG PRODUCT DESIGN • GRADUATION PROJECT 2016

03 PRIMARY RESEARCH 04 CONCEPT 05 PROTOTYPING

NATIONAL INSTITUTE OF DESIGN

MONICA PODDAR • UG PRODUCT DESIGN • GRADUATION PROJECT 2016

1.1 About the National Institute of Design

01 1.3 About Practo Technologies Pvt. Ltd

NATIONAL INSTITUTE OF DESIGN

NATIONAL INSTITUTE OF DESIGN

Design projects form the core of a product

Information Source: www.nid.edu/ NATIONAL INSTITUTE OF DESIGN

Information Source: blog.practo.com NATIONAL INSTITUTE OF DESIGN

MONICA PODDAR • UG PRODUCT DESIGN • GRADUATION PROJECT 2016

WHY THIS PROJECT?

NATIONAL INSTITUTE OF DESIGN

INITIAL PROJECT BRIEF

MONICA PODDAR • UG PRODUCT DESIGN • GRADUATION PROJECT 2016

Decoding the brief

NATIONAL INSTITUTE OF DESIGN

Low ﬁ BRIEF Trend Empowerment

Service PROTOTYPING RESEARCH

User journeys Observations

Feasibility Storytelling Considerations

MONICA PODDAR • UG PRODUCT DESIGN • GRADUATION PROJECT 2016

THE DESIGN PROCESS

NATIONAL INSTITUTE OF DESIGN

MONICA PODDAR • UG PRODUCT DESIGN • GRADUATION PROJECT 2016

2.1 Decoding the brief

NATIONAL INSTITUTE OF DESIGN

Where a considerable amount of

Could be the same city/ diﬀerent Aim is to improve the patients

MONICA PODDAR • UG PRODUCT DESIGN • GRADUATION PROJECT 2016

DECODING THE BRIEF

Information Source: NATIONAL INSTITUTE OF DESIGN

THE HEALTHCARE SYSTEM

REAL TIME INTERACTIVE

MONICA PODDAR • UG PRODUCT DESIGN • GRADUATION PROJECT 2016

DIGITAL HEALTHCARE THE HEALTHCARE SYSTEM

Started over 40 years ago as a means of In a more holistic view,

Information Source: NATIONAL INSTITUTE OF DESIGN

THE DIGITAL HEALTH TIMELINE Industry associations,