I was given this assignment during my interview process with a Dr Agarwal Group hospital chain in 2024. The challenge was to redesign their consultation workspace to improve counselor efficiency and patient experience within a 2-day timeframe.
The Assignment Brief
The hospital provided me with a real problem they were facing: their eye surgery counselors were struggling with inefficient consultation workflows that delayed patient service and reduced conversion rates. I was tasked with creating a solution that would work specifically within the Indian healthcare context.
Target Users:
Eye surgery counselors and patients in Dr Agarwal Group
Technology:
Must work on tablets during face-to-face consultations
Context:
Indian healthcare system with CGHS, family involvement, and cost sensitivity
Scope:
Focus on consultation workflow, not entire hospital management system
Understanding the Problem
Since I had limited time for primary research, I leveraged secondary research about Indian healthcare and conducted rapid interviews with 3 healthcare professionals I had connections with to validate assumptions.
- Documentation happens after consultations, causing 4-6 hour delays
- 85% of medical decisions in India involve family members
- CGHS (government insurance) vs private patient workflows differ significantly
- WhatsApp is the primary communication channel for patient follow-ups
- Cost transparency is crucial for patient trust
Competitive Analysis
- Poor mobile optimization for consultation scenarios
- Western-centric design not adapted for Indian healthcare practices
- Complex interfaces that slow down real-time documentation
- No integration with Indian insurance systems
