About
Enhancing ABHA's user experience by optimizing navigation, flow, and interface, while introducing new features.
Duration
January 2024 - April 2024
16 Weeks
Deliverables
User Experience Design
User Interface Design
Research Paper
Redesign:
Ayushman Bharat Digital Mission application
India's healthcare system faces several critical challenges, including a shortage of trained medical professionals, particularly in rural areas, leading to inadequate patient care. Urban-rural disparities further widen the gap, with urban areas having better infrastructure and specialized care, while rural regions struggle with limited resources. Financial constraints and low health insurance penetration result in delayed or avoided treatments, exacerbating health issues.
Insufficient public healthcare funding has led to a heavy reliance on private services, which are often unaffordable, with Indians spending a significant portion of their healthcare expenses out of pocket—around 55% in 2019. Additionally, fragmented healthcare access due to socioeconomic disparities affects vulnerable populations, and the growing burden of diseases continues to strain the system, despite projected increases in healthcare spending, expected to reach 2.5% of GDP by 2025.
Reality Check:
India's Healthcare status
Breaking Barriers:
Current Roadblock at hand
So,
What is ABHA's aim here?
ABHA (Ayushman Bharat Health Account) is addressing the critical challenges of fragmented healthcare access and inefficient medical data management by providing unique digital health IDs for patients and healthcare providers. Through a Health Information Exchange, it ensures the secure sharing of medical records across hospitals, doctors, and insurers, reducing duplication and improving treatment continuity.
The Unified Digital Platform connects key healthcare stakeholders, including hospitals, labs, pharmacies, and insurance providers, streamlining operations and enhancing accessibility. Additionally, Telemedicine and E-Pharmacy Integration enables remote consultations and digital prescriptions, making healthcare more accessible, especially in rural areas. The Health Facility & Professional Registries help patients easily find verified doctors and hospitals, ensuring transparency and trust. By bridging the digital gap in healthcare, ABHA is creating a seamless, affordable, and efficient healthcare ecosystem for all.
And,
What are the pain points?
Uh,
What exactly am I solving here?
The aim of this app is to cater to India’s diverse population by addressing usability challenges and ensuring a seamless, user-friendly healthcare experience. It focuses on simplifying access to healthcare services, enhancing health record management, and strengthening digital connectivity between patients, doctors, and healthcare providers. By refining navigation, authentication, and interoperability, the app makes health data access and sharing effortless, empowering individuals to take control of their medical information. Ultimately, it is designed to be more intuitive, inclusive, and efficient, reinforcing the Ayushman Bharat Digital Mission (ABDM) and advancing equitable healthcare access across the country.
Fill in the blanks,
What are the gaps in the market?
Unified Health Data Management: Existing platforms either focus on appointment booking (Practo) or user-uploaded records (Driefcase), but none provide a seamless, government-backed, real-time health record system that is interoperable across hospitals and clinics.
Wider Accessibility Beyond Metros: Apps like Eka Care and Practo have limited reach in rural areas, where digital healthcare adoption is low. A solution that works for semi-urban and rural populations is crucial.
Stronger Data Privacy & Security: Many platforms face privacy concerns, and users hesitate to share medical records digitally. A government-backed yet privacy-focused solution with clear data protection policies is needed.
Holistic Digital Health Ecosystem: While some apps offer consultations (Eka Care, Practo) and others provide health storage (Driefcase, Arogya Setu), no single platform integrates all aspects— health records, doctor discovery, telemedicine, pharmacy services, and insurance claims.
Automated & Verified Health Records: Current apps depend on manual uploads by users, leading to fragmented, inconsistent records. A system that auto-fetches and organizes medical history from various providers is essential for better healthcare management.
Social Media,
at it's best usage.
Behavioural Insights:
1. The audience highly engaged with polls with an interesting visual and some peppy music
2. As long as it makes their life easy, they are willing to make an effort.
3. Answers reduced significantly once they were asked to write their answers or think too much
4. Low effort questions and solutions are highly attractive and effective​
Google Form,
Quantitative Research
A survey was rolled out to about 200 people which us gave an idea about their pre hospital visit habits, during and post. Since this data was collected via google forms, it also gave us an idea of the age demographic and financial background which widened the research and gave a lot to chew on.
This added a lot more value to the second part of the research which was qualitative.
The findings
Conversations,
Qualitative Research
The quantitative research gave us a wide range of personas which were narrowed down to two categories based on literacy levels: Higher and Lower Literacy levels. These were the umbrella categories which further had different personas based on age brackets, hospital experience and medical histories in relation with hospital visits.
Higher Literacy Level Personas
Lower Literacy Level Personas
Closing the Gaps,
Final categorization of pain points
This phase focuses on identifying, organizing, and addressing any remaining issues or inconsistencies in the user experience. By systematically categorizing pain points, we ensure that no critical challenge is overlooked. This final step helps streamline solutions, improve clarity, and create a more seamless, user-friendly experience.
The UX with the UI
Let's have a look at what has been done
Visual backbone:
The Design System
The last dance:
Prototype
