Challenge
Rising hospitalization costs, a growing elderly population, and a need for personalized medical attention have fueled a rapid increase in India's home healthcare services sector. In line with this reality, Max Healthcare wanted to create a new model for future services, better adapted to the ways in which people seek and manage their treatment. They wanted us to guide them through the process of bringing medical services and expertise to patients in a diverse socio-economic and multilingual environment, filled with challenges of way-finding, service standardization, brand positioning, and more.
Solution
In partnership with Max business stakeholders and healthcare experts, we co-designed a connected home healthcare system from the ground up. We did extensive research to define every touchpoint on the employee-patient journey, we laid out a blueprint for future healthcare services in patients’ homes, and created a digital ecosystem of tools for managing those services. By focusing on doctor-patient interactions, workflow for delivering services, and easy-to-use digital communication tools across devices and channels, we created a platform enabling ease of access to expert caregivers, in the comfort of a patient’s home, ensuring a positive experience for all parties.
The Designit process helped us understand the external stakeholders’ point of view, so it’s not inside out – it’s more outside in. Because ultimately you are not going to use the solution, it’s your customers and stakeholders. Vaibhav Poddar, Executive VP & Business Head [email protected]
Impact
Launched in Delhi, India, the [email protected] pilot has quickly grown to supporting 12,000+ patients per month, serviced by more than 450 healthcare professionals out in the field.
Awards
Future of Design Award for Social Impact and App Design, 2018
When you do good design, it comes with the holistic understanding of the entire solution space and this is a great example of that. Rohit Kapur, Chief Growth Officer, MAX Healthcare
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