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UX Research
UI Design
Project management
CPL Diagnostics
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Overview
Clinical Pathology Labs (CPL), a trusted name in diagnostics for over three decades, sought to enhance its digital presence to better serve its patients and partners. With a rapidly growing footprint across North India, CPL aimed to streamline user interactions, improve accessibility, and create a cohesive digital experience that reflects its reputation for excellence in diagnostics.
Branding
Process
Methodology
Surveys: Feedback from existing patients and franchise partners.
Competitive Analysis: Studied UI/UX trends in the healthcare and diagnostic industry.
Journey Mapping: Identified pain points in the user journey from landing to goal completion.
Key Insights from Research
Franchise applicants needed clearer information and a more accessible application process.
Users faced significant challenges due to non-responsive design.
Problem Statement
The existing digital experience for CPL was not aligned with its growth objectives or user expectations. Key challenges included:
Lack of a user-friendly interface, making navigation difficult for patients and franchise partners.
Inefficient processes for booking tests, and applying for franchise opportunities.
A need for a modern, responsive design to accommodate diverse user demographics.
Limited information hierarchy, leading to poor discoverability of essential content.
Research
User Personas:
We developed personas based on CPL’s key user groups:
Patients seeking diagnostic services.
Franchise Applicants exploring partnership opportunities.
Healthcare Professionals requiring lab services for their practices.
Nisha Patel
Age
34
Education
B.Ed
Status
Married
Occupation
Teacher
Location
Tier-2 city, India
TEch literate
Mid
Bio
Nisha is a working mom who prioritizes her family’s health. With a busy schedule, she relies on digital solutions for booking appointments and accessing services conveniently.
Core needs
•
A user-friendly mobile platform that enables quick bookings and payments.
•
Transparent test descriptions and pricing.
•
Get timely and accurate reports to address her family’s health needs.
Frustrations
•
Struggles to find labs with efficient online booking systems.
•
Confused by unclear test packages and pricing.
•
Delayed updates on reports make it difficult to plan treatment.
Payment medium
Digital Payment
Platform
Mobile App
Rajeev Bansal
Age
42
Education
MBA
Status
Married
Occupation
Business Owner (Pharmacy Chain)
Location
Metro city, India
TEch literate
Mid
Bio
Rajeev is a business-savvy entrepreneur looking to diversify his pharmacy chain’s offerings. He sees partnering with a trusted diagnostic lab as an opportunity to expand his customer base and generate additional revenue streams.
Core needs
•
Partner with a reputed diagnostic lab to offer value-added services.
•
Gain insights into investment costs and ROI for franchise opportunities.
Frustrations
•
Finds existing franchise application processes complicated and time-consuming.
•
Limited transparency about support provided by franchisors.
•
Unsure about the steps needed to start and scale a franchise.
Payment medium
Digital Payment
Platform
Mobile App
Design Solutions
Information Architecture & Site map
Redesigned the site map to prioritize user needs with dedicated sections for patients, franchisees, and healthcare providers.
Let’s
Connect
Shadaf.khansk@gmail.com
Say Hello!