Design process

Research & requirement gathering

To efficiently learn about the current scenario, I used these methods:

Business analysis image

Business analysis

Developing service blueprint to visualizing user touch points & their journey, highlighting potential areas of improvement.

Internal research image

Internal research

Engaging with management & medical team to align objectives, ensuring a holistic understanding from healthcare professionals.

External research image

External research

Validating our assumptions, gathering user feedback & assessing competitors approach to plan our development priorities.

What are characteristics of our users?

Children under five

Most of our patients are children under five, with many being infants.

Mother with child

But, it's their mothers who engage with us, diligently tracking vaccination schedules to ensure their kids' well-being.

Mother with laptop and child

Age

Majority of our users are popmoms/young mothers, aged 25-35 with 1-2 infants.

Traits

Typically well-educated, affluent professionals valuing convenience & tech-savvy.

Expectations

A user-friendly & trustworthy app that's reliable and provides accurate information.

What do our users feel?

Payment options

Need for diverse & flexible payment options, especially for high-cost vaccinations.

"I wish there were more flexible payment plans, like I can split the payment with my credit card."
"Why can't I use digital wallets? It would be so much easier!"

Re-registration concerns

They need a smoother, efficient vaccination registration for easy data access.

"It's tedious to fill out the forms every single time. Don't you have a system to track our vaccination history?"
"I've used imuni 6 times, why isn't there an option to use my vaccination record?"

Tricky scheduling

Struggling with scheduling, they seek clearer appointment details.

"My preferred time often changes to match the doctor's availability. It would be better if I only get truly available slots."
"Why wasn't I informed earlier that my area isn't covered by imuni services?"

Communicating difficulties

Preferring simplicity, they want a single channel to contact all imuni representatives.

"I get calls from multiple numbers. This is confusing, isn't there a unified number for every department at imuni?"
"Each doctor has their own contact, it's tough to keep track of every contact."

New customer journey in our app

There haven't been significant changes to our well-established customer journey. However, as we transitioned from manual to automated systems, we've made some minor adjustments:

Streamlined vac registration

Streamlined vac registration

Improved communication

Improved communication

More flexible payments

More flexible payments

Vac records for patients

Vac records for patients

Streamlined next vac reminders

Streamlined next vac reminders

Other impacts

The impacts of our initiative to create an integrated digital system, consisting of a mobile app for users and a back-office web for our team, are as follows:

Onboarding

1. Better onboarding

Faster and user-friendly new user registration, leading to rapid growth of our users & orders.

Order Processing

2. Efficient order processing

Centralized vaccination records, reducing errors & data loss.

Scalability

3. Scalability

Designed for our growing user base & order volume, this system provides support for our expanding operations efficiently.

Decision Making

4. Data-informed decision making

Provides valuable insights for improvements in our service & user engagement strategies.

Things I've learned from this project

1. Interdisciplinary collaboration

I learned effective interdisciplinary communication, especially about the value of diverse expertise collaboration.

2. Alignment with developers

I gained insights into collaborating with the tech team, emphasizing the significance of aligning goals and perspectives to ensure project quality.

3. Efficient customer journey

I learned how to design streamlined & flexible user flows, optimizing our customer journey for diverse scenarios.