Transforming patient care at
Public Health Clinics
Transforming patient care at Public Health Clinics
Product Category
Product Category
Health-tech, Social-Impact
Health-tech, Social-Impact
Role
Role
Responsible for product design, strategy and on-ground usability tests
Responsible for product design, strategy and on-ground usability tests
Client & Stakeholders
Client & Stakeholders
Dell;
Havard Medical School, SJRI, NHSRC
Dell; Havard Medical School, SJRI, NHSRC
As per World Health Organization
As per World Health Organization
Non-communicable diseases (NCDs) are the leading cause of death
in India, accounting for over 60% of all deaths in the country
Non-communicable diseases (NCDs) are the leading cause of death in India, accounting for over 60% of all deaths in the country
current system
current system
India's rural healthcare system is a tiered network of primary, secondary, and tertiary facilities aiming to provide accessible and affordable healthcare to the rural population.
India's rural healthcare system is a tiered network of primary, secondary, and tertiary facilities aiming to provide accessible and affordable healthcare to the rural population.
Primary Users
Primary Users
The platform was primarily designed for ASHA, CHO, ANM, and MO roles. Additional functionalities were tailored for Staff Nurses and Data Entry Operators.
The platform was primarily designed for ASHA, CHO, ANM, and MO roles. Additional functionalities were tailored for Staff Nurses and Data Entry Operators.
Background
Background
With a vision to improve NCD screening and management, Dell partnered with the Ministry of Health and Family Welfare (MoHFW) to launch a digital health platform in 2018, impacting 22 Indian states.
While the platform provided a foundation for digital healthcare, design challenges hindered its widespread adoption among frontline workers like ASHA and ANM.
With a vision to improve NCD screening and management, Dell partnered with the Ministry of Health and Family Welfare (MoHFW) to launch a digital health platform in 2018, impacting 22 Indian states.
While the platform provided a foundation for digital healthcare, design challenges hindered its widespread adoption among frontline workers like ASHA and ANM.
Findings from St. John's Research Institute (SJRI) field research
Hence, the initial platform failed to solve the crucial challenges.
Hence, the initial platform failed to solve the crucial challenges.
Challenges
Challenges
01
01
Usage driven by compliance, not good experience
Usage driven by compliance, not good experience
While it was already being used by 1M health workers, the usage was driven by compliance over UX. With redesign we had to be mindful of changing a product used at scale.
While it was already being used by 1M health workers, the usage was driven by compliance over UX. With redesign we had to be mindful of changing a product used at scale.
02
02
Users’ resistance to change
Users’ resistance to change
Existing product workflows were not in synergy with the way users worked on the ground and users were way more comfortable with paper entries over digital. Moreover, it wasn’t designed for use in crowded environments and need for speed.
Existing product workflows were not in synergy with the way users worked on the ground and users were way more comfortable with paper entries over digital. Moreover, it wasn’t designed for use in crowded environments and need for speed.
03
03
Too many features without user focus
Too many features without user focus
The NCD app struggles to balance user needs with ever-changing guidelines. Feature overload creates a cluttered experience, while missing unique identifiers hinder efficient search.
The NCD app struggles to balance user needs with ever-changing guidelines. Feature overload creates a cluttered experience, while missing unique identifiers hinder efficient search.
Elevating compliance-driven usage to
Elevating compliance-driven usage to
users' favourite tool
users' favourite tool
Approach
Approach
01.
01.
Deep need assessment
Deep need assessment
through site visits and user interactions
through site visits and user interactions
02.
02.
Using data to streamline processes
Using data to streamline processes
By analysing existing platform data, we prioritised essential fields, eliminated redundancies, and optimised the interface to align with user workflows, significantly improving efficiency.
By analysing existing platform data, we prioritised essential fields, eliminated redundancies, and optimised the interface to align with user workflows, significantly improving efficiency.
03.
03.
Exploring divergent solutions
Exploring divergent solutions
04.
Testing and Scaling solutions
04.
Testing & Scaling solutions
Design Strategies
Design Strategies
Selected solutioNs
Selected solutioNs
01.
01.
Simplifying long forms for low literacy users
Simplifying long forms for low literacy users
Data entry was a significant challenge for low-literacy ASHA workers accustomed to paper forms. To streamline the process, we transformed the complex digital form into intuitive swipe-able cards. User testing confirmed a strong preference for this approach, with one ASHA worker stating, "Focusing on one question at a time makes it incredibly easy."
Data entry was a significant challenge for low-literacy ASHA workers accustomed to paper forms. To streamline the process, we transformed the complex digital form into intuitive swipe-able cards. User testing confirmed a strong preference for this approach, with one ASHA worker stating, "Focusing on one question at a time makes it incredibly easy."
Long CBAC forms as swipe-able flashcards
Long CBAC forms as swipe-able flashcards
3-step Examination, Diagnosis and Treatment
3-step Examination, Diagnosis and Treatment
02.
02.
Designing for crowded environments
Designing for crowded environments
Recognising the hectic pace of PHCs, we optimised the EDT (Examination, Diagnosis, Treatment) process for MOs and CHOs. By simplifying the journey into three intuitive steps and mirroring familiar case sheet formats, we halved data entry time without compromising patient care. This streamlined workflow empowers healthcare providers to focus on patient needs, not paperwork.
Recognising the hectic pace of PHCs, we optimised the EDT (Examination, Diagnosis, Treatment) process for MOs and CHOs. By simplifying the journey into three intuitive steps and mirroring familiar case sheet formats, we halved data entry time without compromising patient care. This streamlined workflow empowers healthcare providers to focus on patient needs, not paperwork.
03.
03.
Bridging digital literacy and language barriers
Bridging digital literacy and language barriers
By leveraging voice, and inclusive language design, we created a platform accessible to users with varying digital literacy and language proficiencies. Supporting all Indic languages through the ‘Anek’ font and incorporating interactive elements, we made learning engaging and reduced reliance on manual training.
By leveraging voice, and inclusive language design, we created a platform accessible to users with varying digital literacy and language proficiencies. Supporting all Indic languages through the ‘Anek’ font and incorporating interactive elements, we made learning engaging and reduced reliance on manual training.
04.
04.
Adding delight to boost adoption
Adding delight to boost adoption
Frontline health workers like ASHA, CHO, and ANM often feel unseen despite their critical roles. To amplify their impact, we added a section to their work platform that celebrates their achievements. By providing tangible metrics and insights, we empowered these heroes to visualise their contributions and find joy in their work.
Frontline health workers like ASHA, CHO, and ANM often feel unseen despite their critical roles. To amplify their impact, we added a section to their work platform that celebrates their achievements. By providing tangible metrics and insights, we empowered these heroes to visualise their contributions and find joy in their work.
Impact
Get in touch
Get in touch