A Clinic Management Software

Project Brief

The project was funded by Kenko Tech, a Mumbai-based start-up. The project aimed at creating a Clinic Management Software (CMS) that is affordable and accessible to small-scale and large-scale privatised clinics in Mumbai. The project aimed at understanding all possible types of private clinics in Mumbai and their method of patient data management to create a unified product for all clinics that could be then customised based on a clinic's needs.

Project Timeline

The first iteration of the product was expected to be created in 5 main phases where the product design was to be done with a double diamond framework.

Phase 1 - UX research and market analysis
Phase 2 - Ideation and wireframing
Phase 3 - UI prototype, user testing and iterations
Phase 4 - Development of the first iteration of the product for the market
Phase 5 - Launching the product and putting the product out for market testing

Project Constraints

The project has two main constraints

Commercial constraints (these include time and budget constraints)-
- TIME- The project had a strict run time of three months.
- BUDGET- Being exected by a start-up, the project had bare minimum funds.

Requirement constraints (this includes constraints based on the functional requirements of the final product)
- The main requirement constant for the project was to ensure that the end product is a Saas application (or web-based software).

Framework

Discovery Phase

The discovery phase was aimed at gathering foundational information about the current market of clinic management softwares in Mumbai and the clinic ecosystems in Mumbai. The data collection was done through site visits, unstructured interviews, and research papers.

I. Types of clinics, staff, and patient data

Clinics ideally have two types of staff, medical and non-medical. The employees within each type may vary from clinic to clinic but in an ideal scenario, the staff will be as follows -

II. Types of patient records

On a broad scale, the data in clines can be of two types, i) non-medical records and ii) medical records. For this project, we were only working with types of patient data in clinics, the staff responsible for making and maintaining it and the reason for storing it.

III. Types of patients

IV. Types of clinics

Broadly, clinics can be segregated based on different categories and subcategories, each of which has its own characteristics. The common criteria for segregation are as follows -

V. Competitive analysis

Broadly, clinics can be segregated based on different categories and subcategories, each of which has its own characteristics. The common criteria for segregation are as follows -

VI. Common CRMS features

VII. Visual references

VIII. Insights

Findings from the discover phase

Understanding of the overall functioning of clinics in Mumbai.
Knowledge of the core features and functions of CRM softwares.
Major CRM software competitors.

Further information required

The potential target audience for the product.
Numeric data for quantitative analysis.

Define Phase

The define phase aimed at identifying the major target users and the potential ecosystems where the possible final product could be used. This section included conducting objective surveys, conducting semi-structured interviews, and identifying ideal ecosystems and ideal users for the final product.

I. Survey Analysis

Based on the insights from the discovery phase of the project we decided to conduct an objective survey. Through the survey, we wanted to gather relevant numeric data for the project.

Aim of the survey

The main of the interviews was -

To collect numeric insights clinics that make up the majority market in Mumbai.
Broad identification of the potential gap areas.

Survey respondents

The respondents for the survey were Mumbai-based doctors who either have their clinic(s) or are currently practising in one.

Survey format

The survey had an objective format and took 4-5 mins to complete per individual.

Responses

The survey had 176 respondents out of which 170 could go through the screener.

Survey insights

We found that the majority of clinics in Mumbai were monoclinic that are fully or partially digitalized with at least two working staff members.

II. Potential user groups

Based on the survey insights the potential target audience for our product could be as follows -

Define Phase

The define phase aimed at identifying the major target users and the potential ecosystems where the possible final product could be used. This section included conducting objective surveys, conducting semi-structured interviews, and identifying ideal ecosystems and ideal users for the final product.

I. Survey Analysis

Based on the insights from the discovery phase of the project we decided to conduct an objective survey. Through the survey, we wanted to gather relevant numeric data for the project.

Aim of the survey

The main of the interviews was -

To collect numeric insights clinics that make up the majority market in Mumbai.
Broad identification of the potential gap areas.

Survey respondents

The respondents for the survey were Mumbai-based doctors who either have their clinic(s) or are currently practising in one.

Survey format

The survey had an objective format and took 4-5 mins to complete per individual.

Responses

The survey had 176 respondents out of which 170 could go through the screener.

Survey insights

We found that the majority of clinics in Mumbai were monoclinic that are fully or partially digitalized with at least two working staff members.

II. Potential user groups

Based on the survey insights the potential target audience for our product could be as follows -

III. Interview analysis

Aim of the interview

The aim of the interviews were -

To understand data management systems in clinics.
To empathise with the staff (receptionist and chief physician) responsible maintaining clinic records.

Interview respondents

The respondents of the interview were receptionists and chief physicians in the eight selected clinics, four of which resembled the criteria of clinic type 1 and the remaining of clinic type 2.

Interview format

The interviews were one on one and semistructured. Each interview took 20 to 30mins per respondent.

Responses and analysis

Based on the interviews and site visits, two ideal clinic ecosystem personas could be identified. Within each ideal ecosystem, the personas of a receptionist and a chief physician could also be identified.

IV. Ecosystem personas

I. Ideal ecosystem 1

ia. Clinic persona - Clinic ABC

III. Interview analysis

Aim of the interview

The aim of the interviews were -

To understand data management systems in clinics.
To empathise with the staff (receptionist and chief physician) responsible maintaining clinic records.

Interview respondents

The respondents of the interview were receptionists and chief physicians in the eight selected clinics, four of which resembled the criteria of clinic type 1 and the remaining of clinic type 2.

Interview format

The interviews were one on one and semistructured. Each interview took 20 to 30mins per respondent.

Responses and analysis

Based on the interviews and site visits, two ideal clinic ecosystem personas could be identified. Within each ideal ecosystem, the personas of a receptionist and a chief physician could also be identified.

IV. Ecosystem personas

I. Ideal ecosystem 1

ia. Clinic persona - Clinic ABC

ib. Receptionist persona

ic. Physician persona

A patient who has previously visited the clinic with a chief complaint hasn't been seeing the desired progress with his treatment. So he has decided to go for a follow-up appointment at the clinic to re-evaluate his treatment plan with the chief physician.

II. Ideal ecosystem 2

iia. Clinic persona - Clinic XYZ

iib. Receptionist persona

iic. Physician persona

ic. Physician persona

A patient who has previously visited the clinic with a chief complaint hasn't been seeing the desired progress with his treatment. So he has decided to go for a follow-up appointment at the clinic to re-evaluate his treatment plan with the chief physician.

IV. Interview analysis

From the qualitative and quantitative analysis in the defined phase the following four main needs could be identified -

Access to all patient data in one place.
Little repetition of information for retrieving patient information.
Software customizability for medical data entry forms.
Ability to maintain handwritten medical records digitally.

Development Phase

I. Solution

II. Information architecture

III. User flow

TASK 1 - Adding a patient to the daily appointment list and making a bill.

TASK 2 - Accessing and editing patient medical records on the daily appointment list.

TASK 3 - Editing staff feature accessibility of the receptionist.

IV. Wireframes

Application of solutions on wireframes

Other wireframes

Delivery Phase

The deliver phase aimed at creating the design system for the first iteration of the software. This phase also included user testing and handing over the first iteration fo the product to the developers.

I. Design Systems

II. Final Screens