It’s true that transformations happen at the unlikeliest of times.

My mother’s health checkup was scheduled bang in the middle of the covid-19 pandemic. Unavoidable as it was, her age and delicate health condition made it extremely risky to expose her to an outdoor environment – and a bustling hospital at that. In a bid to avoid one-on-one visits – that entailed booking an appointment, sitting in a waiting room, signing papers and the like – we struggled no end. Nothing showed up, and I had to trudge through all the processes, taking all the risk. Sure, the health workers, doctors and supporting staff were as helpful as they could get. But the fear, frustration and exhaustion I went through were real.

That day, I woke up to the gravity and need of a solution that could have simplified this for me, and for those facing a similar fate. While I had heard multiple times that health is a basic human right, I realised first-hand how access to medical care was at the heart of it.

The challenge of quality healthcare across the world

An industry already on the upswing, the pandemic propelled the healthcare industry to unprecedented heights. But while global healthcare has seen major advancement, the state of the industry continues to be dismal. The number of doctors and medical equipment per 100/1000 patients remains considerably low, both globally and in advanced countries like the US. In fact, according to a UN-backed report, 3.5 billion people—accounting for more than half of the world’s population—don’t have access to basic health services.

Building new infrastructure and upgrading existing ones can make health and medical care more accessible to the world. But the solution is not as easy. The more viable answer lies in the increasingly popular digital alternative – telehealth.

Source: https://policyadvice.net/insurance/insights/healthcare-statistics/

The potential of health tech: Bridging the gap even in times of social distancing

To put it simply, telehealth uses technology to provide and deliver, or grant access to, health care services to patients via phones, mobile apps, desktop apps and wearables. These user-friendly technologies are increasingly embraced by doctors, frontline workers, administrators and patients or their caregivers for their safety, ease and affordability. In places where traditional healthcare may not be affordable or cannot reach immediately, telehealth can save lives.

The rise of telehealth in the wake of Covid

Close to two years into the pandemic, and the days of visiting clinics already seem long gone. Instead of preferring one-on-one interactions with doctors, patients today find alternatives to avoid it, and prefer remote treatment instead.

In 2019, the market size of the Indian telemedicine industry was around 829 million U.S. dollars. This figure is forecasted to increase significantly in the coming years, reaching approximately 5.4 billion U.S. dollars by 2025.

Many factors make telemedicine a winner

Telehealth and telemedicine, by their construct, are so adaptive that they can create multiple positive impacts on the entire healthcare ecosystem.

Doctors save on time and overheads with a safer alternative-

• For doctors who are almost always managing high-stress situations, attending patients remotely is more efficient and less time consuming as compared offline appointments. Telehealth makes remote monitoring easier, cutting down on the doctors’ efforts. For those running clinics or hospitals, overhead costs of infrastructure like space, built up area, and supportive staff can be saved significantly by adopting health tech. Furthermore, in outbreaks such as Covid or other highly infectious diseases, telehealth can avoid the risk of patient exposure to doctors and other patients, lending a high degree of safety.

Patients take charge of their own health and focus on recovery-

• With patients having to worry less and less about the hassles of appointment booking, travelling, waiting, filling up case papers, they can focus on the actual consultation or treatment. The adoption of telehealth can save time and cost at every step for them.
• Using telehealth solutions, minimises risk of physical contact in case of non-emergency cases or regular health checkups. What’s more, this health tech also offers self-diagnosis tools that can help in primary checkup or identifying symptoms at an early stage.

Benefits for the Administrators-

• By providing proper training of the platform, administrator can easily keep the track of patients, line of treatments & doctor’s availability without being actually present in the clinic.
• They have clear visibility in finances, reports, medicines stocks and can be a bridge in between patient and insurance provider.

Frontline workers thrive in an environment that unburdens them-

• Telehealth adds incredible convenience to the schedule of the frontline worker – allowing them flexibility and helping avoid burnout. With minimal training, telemedicine helps create more front line workers in a short time to take health care to the last mile, especially in remote areas.
• Tapping into this potential, investment in virtual care and digital health has surged, fueling more innovation. Venture capitalist digital health investment has tripled in 2020, from 2017.

Administrators gain by getting clearer visibility into the working process-

• Once administrators receive proper training on telehealth platforms, they can easily track patients, their line of treatments and doctor’s availability without actually being present at the clinic. They get clear visibility of finances, reports, medicines stocks. This also helps them become a bridge between a patient and an insurance provider.

Government gains on several accounts-

• The cost of healthcare and treatments for critical diseases are very high, pushing millions to poverty. While the government spends huge amounts of funds every year for making healthcare accessible in rural or remote areas, the impact continues to stay minimal. Telehealth can significantly reduce this burden, both in cost and efforts. It can also help the government to navigate pandemic-like situations with ease.

It is no wonder that a Forrester’s research and prediction predicts virtual care visits to soar more than 1 billion this year.

It is no unknown fact that the overall definition of the health care system has changed and it is becoming wider and more exclusive. To tap into these opportunities and make telehealth and telemedicine a real success, a lot of the responsibility has to be shouldered by those who will actually bring it to life – the UX designer. After my experience with my mother at the hospital and a UX designer, I now also have a personal reason to bring my best to the table.

In the next part of this article, I explore the challenges and opportunities in health care and how user experience designers can shape the industry for the better.

Stay tuned for the next part of this article, coming soon.

Article Author
Vishal Jadhav
Co-Founder of Prismic Reflections®

In today’s crowded space of SaaS products, all product companies are struggling to meet the consumer demands and differentiate themselves from the competition. There is no doubt that building a great product experience is the key, however, it’s not the only thing that makes SaaS companies successful on the business front.

A well thought and well designed product may fail to get enough attention in the market if companies fail to market them effectively to the right set of audience in the right way.

Particularly in SaaS Products, marketing websites play a crucial role to bridge this gap of communication between brand, product and the targeted audience.

In these websites, case studies are the most effective type of content to build trust among its targeted decision makers (which in most cases are business owners, marketing managers, product leaders etc). These case studies help decision makers to validate the product’s use and its impact in relevant industries or their businesses.

So let’s understand how these case studies can be structured in a way that addresses most pressing needs and pain points of decision makers and overall businesses that are going to use the SaaS Product.

Industry Focused

One needs to identify the industries they are specialized in or wish to focus. The case study should start with the history and explain the current scenarios of the industry with the help of analytical insights. It can talk about the high level challenges and opportunities which the businesses can tap into with potential market size. This really helps the industry specific audience/customers to feel relevant & connected right from the beginning.

Understanding the market and customers

Market dynamics of one industry from another industry could be different altogether. For.e.g Fintech industry moving at different pace than manufacturing industry in India.
Depending on the nuance of different industries, pain points, challenges & aspirations of consumers should be addressed.

See how MailChimp has highlighted case studies targeting two different industries and have explained how their offerings have solved challenges and pain points of respective industries and businesses.

Mapping the solutions to the challenges or aspirations

Mapping the solutions to the challenges or aspirations
Once you know the key and specific challenge or pain point of the targeted business, align your product feature with that positioning as a solution. Customers want to get a sense of relief or free from the problem by looking at the features of the product.

In the above examples mailchimp have smartly identified the business challenges of “Her Campus Media” and have explained how mailchimp’s solutions have addressed their problems.

It is not just a challenge or problem, we can also tap into their aspiration. Where business wants to go, what they are trying to achieve etc. How our product or solution can help them in their journey towards their goal.

Demonstrating the Value

Just the talk of features or solutions are not enough, especially when there are big decisions to be made within the customer’s company. Businesses don’t mind to invest provided, product not only promises but demonstrates the value. As a product business, how can we demonstrate or prove the value that we have added to other businesses?

Demonstrating the Assurance on Integration & Implementation Value

The steps it takes to implement the product or services are also very important for business. Businesses look for products which can be implemented seamlessly with their existing system. It is one of the critical things which businesses look into so the case studies should mention those elaborately.

eg:

In the above example the MailChimp have indirectly shown how their offerings can be seamlessly integrated with different platforms and how their different features have solved the business problems.

Impact Metrics Matters (Results)

The next thing in a case study is to highlight how these products and services added value to business and what result or positive outcome they had. This validates the product and builds trust among the targeted customers or industries.

eg:

Or

Thought leadership and social proofing

The customer’s review is very important for building social proofing and validating the product’s success. The case study section should have a section for customer’s and industry leaders testimonials.

eg:

Lead generation

At last case study sections can also help in lead generation. They can have enquire form, demo or quick links along with links to other relevant case studies which the customers can check. This will help improve customer’s retention on the page and generate quality leads at the same time.

eg:

Conclusion

A successful case study is one of the most integral parts in any SaaS product marketing website. If it is structured correctly and positioned well in the website. It can bring the desired conversion for the business.
We at prismic reflection expertise in SaaS Product’s and its marketing websites. We believe in helping businesses to grow and achieve their goals. Reach out to us to know more.

Main Author:
Jijo Jacob
UX-UI Designer at Prismic Reflections®

Article Contributors
Vishal Jadhav
Co-Founder of Prismic Reflections®

A remarkable customer experience is critical to the sustained growth of any business. A positive customer experience promotes loyalty and helps you retain customers.
Customers instinctively compare each new experience, positive or otherwise, with their previous ones and judge it accordingly.

As a new-comer to the family of Prismic Reflections, I got to learn a lot from my experience on the product that I was working on. The task was to re-imagine the platform for personalised property management services for the Homeowner Association (HOA) based out of the United States. I worked on User Research, Strategy, Idealization & Prototyping for web and mobile applications .

During the process, I observed and learned how collaborative design is important and what value it can add in the overall design process and ultimately to the business.

Involving client and his team in the design process

The client usually has knowledge that can contribute to the project a lot – since they are the masters of their game. The briefs themselves or even regular meetings, will not allow us to explore the subject deep enough to have the same knowledge as people with years of experience in a given field.
Encouraging the client to be actively engaged in the design or research process has many invaluable benefits.
The client-base can be further classified in 4 ways-

Top Level Management/C Suit-
Top management have the visibility and clarity of the big picture of the business. Their views and inputs to align the design objectives with business strategic objectives at an early stage is critical for the success of any design project.

Product Owners, Managers & Marketing team-
These people own the product internally. They develop a very deep understanding about the product, its vision, core functions, workflows, technology etc. They define. Decide & control the feature rollout time, testing, backlogs etc along with empathy they have developed for users. Product managers are responsible for different success metrics of the product, internally in the client’s team.

Dev Ops-
Addressing the concerns, constraints on the technical ground in the early stage becomes important for designers if they want to reduce the time in the development process. Technical feasibility of design solutions is something we can expect from the Development team.

End Users / Product Users-
Involving actual users during the design process, may not be at every point but at completion of critical workflows like on-boarding, payment etc definitely saves time at an early stage if designers validate them before it goes to production. Having real users for early stage testing (with wireframes or prototypes), at least for every critical roll-out adds significant value to the outcome.

Working together with the client’s team & real users (or set of people that matches the persona of real users) enables the design team to deepen their empathy around critical success factors (CSF) & validate the product at various stages early on.

Pros & Cons of Collaborative Design

Pros of Collaborative Design-

• It helps building solid business empathy & its critical impact areas
• It brings business team and design team on same page to agree upon one common vision
• Saves cost by early addressing different constraints to avoid future back and forth.
• Design is iterative process, however iteration cycles become much fast in collaborative design
• It brings diversity & sense on inclusion in the team while working together
• Involving users early in the stage, helps in building deep empathy & early validation of design ideas & solutions
• It helps in bringing personalisation in experience design at a very early stage.

Synthesizing abstract ideas into concrete design implications is not an easy task. In collaborative design one must be open to receiving feedback and constructive criticism.

Reducing effort is a huge component of improving UI/UX design. People don’t want to have to hunt for information or click on buttons that lead to dead links. They will also choose interfaces that enable them to accomplish tasks in the shortest possible time, and abandon brands that don’t meet these efficiency and ease-of-use standards. It all comes down to these straight points as mentioned below.

There are some factors that may impact on the overall process due to collaboration, as mentioned below.

Cons of Collaborative Design-

• There are chances teams may often lose the track as different people are involved with different perspectives
• It becomes a little time consuming exercise as compared to a non collaborative approach.
• It might surface if there is any mis-management in the inter department which may result in conflict.
• Some clients/designers assume they have a leadership role.
• Collaborative design requires very experienced & professional in charge to handle and drive the project in a seamless manner. Such resources come with their own high fees.

Conclusion

Involving the client, their team & users in the design and research process is always valuable. The client has much more knowledge about his business, customers and product, so it is worth using this knowledge as much as we can. Consistent feedback from users & stakeholders can play a pivotal role. Client’s engagement also allows us to make sure that we understand business needs and constraints well, and that we deliver real value for him.

In the end, however we conceptualize it, a customer that is engaged in a project is less likely to be critical of decisions made about direction and design and more likely to feel some ownership in the outcome. A customer who is part of the process is less likely to criticize than one who remains distant as an observer. In my experience, projects with high customer involvement always end smoothly with a sense of mutual accomplishment and that is exactly the process I have tried to follow.

I would love to hear about your experiences & thoughts about collaborative design. If you have any project ideas or would like to understand our process in detail, you can reach out to us here.

Main Author:
Vishakha Agrawal
UX-UI Designer at Prismic Reflections®

Article Contributors
Swarup K. Bagul
Co-Founder of Prismic Reflections®

Article Contributors
Vishal Jadhav
Co-Founder of Prismic Reflections®

Designing experiences for products and platforms is a rewarding experience. It feels good when months of hard work turns into a product that benefits people and businesses. It feels even great when these efforts are recognized by respected people and committees around us.

We at Prismic Reflections® are honored to receive special mention from India’s Best Design Awards for designing the experience of MoneyGuru – a Mutual Fund Investment Platform.

India’s Best Design Studio Awards is the first and most respected recognition for Design Studios and Projects for their professional work, business practices and transparency, initiated by POOL Magazine.

MoneyGuru was indeed a very special project for us. With a number of mutual fund investment platforms already in the market, the challenge was to design a unique, intuitive and seamless experience that empowers smart savers with market insights & simplifies overall mutual fund investment experience. How the mobile application is crafted to tackle different challenges, how solutions are ideated, can be viewed here in the case study.

We would like to thank the team at Moneyguru for giving us the opportunity to contribute our expertise in Strategy, UX & UI designing for Android, iOS mobile applications as well as their product website.

It was a true collaboration, where our designers worked closely with the client, right from developing the concept to launching the product through several iterations and final testing. Here’s what Harsh, Managing Director MoneyGuru has to say about us:

We extend our gratitude to POOL Magazine for recognizing our efforts. This will definitely inspire our designers at Prismic Reflections® to set new creative benchmarks in the coming future.