Medicare Case Study
Company
Case Study
Tools
Figma
Miro
Google Forms
Role
UX Research
UI
Prototyping
Wireframes
Overview
Medicare is a comprehensive digital healthcare platform designed to make medical assistance accessible, convenient, and reliable for patients. The platform enables users to connect with qualified healthcare professionals through online consultations, allowing them to receive timely medical advice, diagnoses, and treatment recommendations from the comfort of their homes.
Problem Statement
For working professionals, coordinating healthcare for elderly parents is often a complex and stressful task. Balancing demanding work schedules with the responsibility of arranging timely medical consultations can lead to delays, missed appointments, and fragmented care.
This project addresses the need for a streamlined healthcare booking experience that enables users to easily find doctors, compare consultation options, check availability, and schedule appointments—ensuring timely access to care while reducing the burden on caregivers.
Objective and Goals
Save time
Saving time for the patients by not making them wait too long
Safety
Ensuring the safety of the patients by adding
emergency appointment feature
Organize
Organize the patient data
and test reports in order
Emergency Service
Providing online support
for the patients and user
Research Method
Empathy
Research
Ideate
Design
Testing
Empathy
The first step of the design process was to empathize with users and understand their real-world experiences. Through one-on-one interviews, I explored how people schedule medical appointments, the obstacles they encounter, and the impact these challenges have on their daily lives. The insights gathered formed the foundation for identifying key problem areas and designing a user-centered solution
User Interviews
Sushmitha S
26, Female
Software Engineer
Josephine is a Software Engineer who takes care of her grandmother, who usually goes for a regular medical check-up but at times it becomes difficulty for her to book the appointment through call which takes much time to book appointment.
Anderson
26, Male
Software Engineer
Anderson, a 26-year-old designer working at an MNC, shared a challenging experience during a family trip when his father suddenly developed breathing difficulties. In the urgency of the situation, he struggled to locate a suitable hospital nearby. After reaching the closest facility, he discovered it was not equipped to handle cardiac emergencies, causing valuable time to be lost. The experience highlighted the difficulty of finding the right healthcare provider during critical situations and left him feeling frustrated and stressed.
Keerthana
26, Female
School Teacher
Elizabeth olsen is a school teacher lives in Chennai for about 10years. She take care of her father who is housebound. She finds it difficult to find a doctor who comes for home checkup for her father. Those who are home consulting are quite busy during some point of time, so she feels to find a alternate way to find doctor who takes up home consultation
Empathy Maps
To gain a holistic understanding of the users, I created empathy maps based on interview findings. By analyzing what users say, think, do, and feel, I was able to identify key pain points, emotional triggers, and unmet need that informed the design decisions.
Josephine Langford
26, Female
Software Engineer
🗣️
Says
Booking appointments over the phone takes too much time
I need a faster way to schedule medical check-ups.
Managing my grandmother's healthcare is difficult with my work schedule.
I wish I could see available slots instantly.
👩💻
Does
Calls hospitals to book appointments
Manages her grandmother's medical visits and records
Coordinates appointments around her work hours
Follows up with clinics for appointment confirmations
💭
Thinks
There should be an easier digital way to book appointments.
Delays in scheduling may affect my grandmother's health.
I need a reliable healthcare service I can trust.
Managing healthcare shouldn't require multiple phone calls
❤️
Feels
Frustrated by long waiting times and call queues.
Responsible for her grandmother's well-being.
Stressed when appointments are unavailable.
Relieved when appointments are booked successfully.
Research
User research was conducted to understand the needs, behaviors, and challenges faced by patients when accessing healthcare services. Through interviews and analysis, key pain points and opportunities were identified, helping shape a solution that addresses users' real-world healthcare needs.
Key Findings
Through user research, several critical healthcare needs emerged, ranging from appointment scheduling and emergency assistance to online consultations and home-based care. These findings served as the foundation for defining the problem and shaping the solution
"
Patients need a convenient way to book doctor appointments in advance
"
Patients need quick access to nearby doctors during medical emergencies
"
Patients need the ability to consult doctors remotely through online appointments
"
Patients need visibility into available appointment slots so they can schedule consultations at their convenience.
"
Patients need an efficient way to find the right doctors based on location and specialty.
"
Patients need a seamless experience to discover suitable doctors and book appointments instantly.
"
Patients need a centralized place to store and access their medical records.
"
Patients need medicines to be delivered to their homes after consultation
"
Patients need priority access to emergency healthcare services and appointments.
"
Bedridden patients need the ability to schedule home consultations without visiting a clinic or hospital.
Emergency Concerns
Through a combination of secondary research and user interviews, I explored the most common emergency situations that lead to hospital admissions. This research helped uncover critical user needs and opportunities to improve access to healthcare during urgent situations.
Using research and user interviews, I identified common emergency situations and key challenges in accessing timely healthcare.
Breathing Difficulties
Seizure/ Epilepsy
Heart Attack
A Stroke
Accident
Burns and Scalds
Major Cuts
Fracture
Eye Trauma
Electrocution
Acute Abdominal Pain
Emergency Cases
Seen Case
In most accident cases, the injured person is either identified by bystanders or attended to by emergency responders, who immediately arrange for ambulance services. The ambulance team assesses the patient's condition, provides initial medical support, and determines the most suitable hospital based on the severity of the injury and required medical facilities.
Before arrival, the ambulance staff communicate critical patient information to the hospital, including the nature of the injuries, vital signs, and any special requirements such as ventilator support or emergency trauma care. This coordination helps hospitals prepare in advance and ensure timely treatment upon the patient's arrival.
Referral Case
This situation typically occurs when a patient visits a Primary Health Center (PHC), but the required treatment cannot be provided due to limited medical facilities, equipment, or specialist availability. In such cases, the healthcare professionals at the PHC assess the patient's condition and refer them to a super-specialty hospital for advanced diagnosis, specialized care, and further treatment.
Design Solution
The emergency booking feature allows users to share patient details before arrival and find the most suitable hospital based on the medical condition. This helps reduce referral delays and ensures timely access to the right healthcare facility.
User Stories and Storyboards
Information Architecture
Design
The emergency booking feature allows users to share patient details before arrival and find the most suitable hospital based on the medical condition. This helps reduce referral delays and ensures timely access to the right healthcare facility.
Wireframes
Hi Fi designs
@
2026
Rahul B