Practo Ray is as a subscription-based practice management software for 15,000 clinics and 50,000 doctors, across Asia - India, Singapore, Indonesia & Philippines. I worked closely with the doctors, receptionists and internal stakeholders to understand the goals and craft a simplified user experience. By far, the biggest project of my life back then!
Over 10 million electronic health records and 25 million appointments are managed on Practo Ray every year.
Identifying key UX challenges
All Interviews and surveys with doctors revolved around the following issues:
- Complex Workflows - A visually complex interface with poor usability, making it challenging to manage appointments, create bills and patient records.
- Nested Navigation & Layout - The nested navigation made it difficult to switch between modules and access relevant data, impacting the discovery features and upgrades.
- Slow Onboarding - Doctors and Receptionists were required to be onboarded by the sales or support team. No in-app onboarding or assistance for new sign ups.
- Inconsistent Design Language - Inconsistencies in colours, fonts, layout, images, navigation, call to-actions and information hierarchy
Exploring possibilities and solutions
Over the next few weeks, I brainstormed on the user journey, information architecture, layout and design language to consistently scale across all modules. These preliminary mocks helped validate ideas and scale the design language to the other modules. Internal reviews and user feedback reduced the back and forth and kept the team aligned.
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Navigation & Layout
The side bar navigation combined with a split view workspace provided a scalable structure to the layout. Compared to the older top navigation, the side bar can expand to show all the elements on hover. This significantly improved the discoverability of key workflows and new features. I extended the anatomy of the layout to the other important modules to check the scalability of the design.
My focus was on conceptualising the most important workflows - Schedule Management, Electronic Health Records (EHRs), Billing and Reports.
Integrated Billing Workflow
A patient is billed before or after the consultation. This required the module to be invoked at different points in the patient's in clinic experience. The explorations below focus on a full screen modal that can accessed from the Appointment (Scheduler) or the patient's EHR. The catalog based billing made the checkout experience quick and seamless.
Electronic Health Records (EHR)
During consultation, a patient's EHR provides complete insight of the medical history, medications, allergies and more. Only doctors have access to a patient's EHR, an integral feature for day-to-day charting.
Voice & Tone
The mood board was key to developing the voice and tone for Practo Ray. It also helped in deriving a well composed color palette, UI components and typography.
A bold and powerful design
All the learnings from our research and testing were combined to create a bold new design for the most powerful practice management software in the market.
Seamless in-clinic experience
Appointments booked on Practo are automatically added to scheduler. Automated notifications are sent to the concerned doctor, making the entire process seamless. Reschedule, modify, send reminder or remove any appointment with few clicks.
Wait less at Clinics
This integration focussed on reducing the time required to generate bills and prevent cognitive overload. Ability to create personalised invoices based on patient 's history at a particular clinic increased the adoption and volume of bills being created using the new workflow.
Enriched medical history and data visualisation
Doctors could now keep track of all the interactions with the patient, including reports, images, files etc. A timeline based approach with a complete overview of a patient's medical history. The reporting system was made agile with simplified tables and data visualisation.
Reducing the learning curve with onboarding
Introducing this product tour reduced the dependency on internal sales and support process, empowering doctors and receptionists to start deriving value right off the bat. The prototype video below highlights the key features of the onboarding.
Retrospect
Deciphering this legacy product and its features was very challenging, documentation of the product's history helped streamline decision making and revisit the user experience. The agile approach taken to design and develop this product added to this learning experience.