Released across 7 recovery centres across India
Released across 7 recovery centres across India
My Role
Solo Designer
Team
Product Designer (Myself)
Product Manager
4 Developers
Timeline
4 Weeks
Company
HCAH
How more than 30% of the users started viewing billing daily
How more than 30% of the users started viewing billing daily
My Role
Solo Designer
Team
Product Designer (Myself)
Product Manager
4 Developers
Timeline
4 Weeks
Company
HCAH
Problem
Problem
The family members managing the patient’s care had a hard time checking and tracking bills, since the bills were only shared when they specifically asked for them.
The family members managing the patient’s care had a hard time checking and tracking bills, since the bills were only shared when they specifically asked for them.
Short on time?
Jump straight to -
Short on time?
Jump straight to -
Context
Context
HCAH operates recovery and rehabilitation centers throughout India, providing specialized care to individuals affected by stroke, paralysis, and related conditions, helping them regain normal function and improve quality of life.
HCAH operates recovery and rehabilitation centers throughout India, providing specialized care to individuals affected by stroke, paralysis, and related conditions, helping them regain normal function and improve quality of life.
Earlier, we built an in-house patient management tool to streamline operations and cut third-party costs. Once it was released in Sep 2024, our focus shifted to solving real challenges faced by patients and families inside our centres.
Earlier, we built an in-house patient management tool to streamline operations and cut third-party costs. Once it was released in Sep 2024, our focus shifted to solving real challenges faced by patients and families inside our centres.
Who are our users?
Who are our users?
Mihir, 45
Mihir, 45
Primary User
Primary User
Patient’s Family Member
Patient’s Family Member
The family member/NOK manages the patient’s finances.
The family member/NOK manages the patient’s finances.
They make key decisions during the recovery journey.
They make key decisions during the recovery journey.
They handle approvals, payments, and financial queries.
They handle approvals, payments, and financial queries.
Sanjay, 85
Sanjay, 85
Secondary User
Secondary User
Patient Themselves
Patient Themselves
Most patients are bedridden and rely on the NOK.
Most patients are bedridden and rely on the NOK.
Patients who are more independent are likely to use the app themselves.
Patients who are more independent are likely to use the app themselves.
Our user challenges
Our user challenges
I talked to patient's family members (primary user) and our on ground staff to understand the daily challenges of our users.
I talked to patient's family members (primary user) and our on ground staff to understand the daily challenges of our users.
Most of the interaction with patient’s family members was via phone calls.
Most of the interaction with patient’s family members was via phone calls.
Billing Issues
Checking bill was tiresome
Mihir had to walk to the reception every time he wanted to check his father’s treatment bills which was an unnecessary burden when he was already overwhelmed by his father’s condition.
Less knowledge of some bill item names
Mihir often asks the receptionist about bill items whose meanings he doesn’t know—for example, terms like “Basic Care Charges.” Sometimes, even the receptionist has to check with the medical team for clarification on certain items.
Billing errors
Only after checking the bill does Mihir realise if something was added wrongly or simply forgotten. The reception staff then either correct the amount or explain the charges to him.
One way to make payments
Mihir could clear dues or make advance payments only by going to the reception, leaving him with no flexibility during an already stressful time.
Billing
Clinical
Maintenance
Checking bill was tiresome
Mihir had to walk to the reception every time he wanted to check his father’s treatment bills which was an unnecessary burden when he was already overwhelmed by his father’s condition.
Less knowledge of some bill item names
Mihir often asks the receptionist about bill items whose meanings he doesn’t know—for example, terms like “Basic Care Charges.” Sometimes, even the receptionist has to check with the medical team for clarification on certain items.
Billing errors
Only after checking the bill does Mihir realise if something was added wrongly or simply forgotten. The reception staff then either correct the amount or explain the charges to him.
One way to make payments
Mihir could clear dues or make advance payments only by going to the reception, leaving him with no flexibility during an already stressful time.
Billing
Clinical
Maintenance
Checking bill was tiresome
Mihir had to walk to the reception every time he wanted to check his father’s treatment bills which was an unnecessary burden when he was already overwhelmed by his father’s condition.
Less knowledge of some bill item names
Mihir often asks the receptionist about bill items whose meanings he doesn’t know—for example, terms like “Basic Care Charges.” Sometimes, even the receptionist has to check with the medical team for clarification on certain items.
Billing errors
Only after checking the bill does Mihir realise if something was added wrongly or simply forgotten. The reception staff then either correct the amount or explain the charges to him.
One way to make payments
Mihir could clear dues or make advance payments only by going to the reception, leaving him with no flexibility during an already stressful time.
Why we decided to solve the billing issue in V1
Why we decided to solve the billing issue in V1
Low effort
As we had already built our in-house patient management tool which included billing, showing the bill on the app was relatively easier.
Viewing the bill will be a lot easier
Users no longer need to visit the reception area every time to check their bill; they can easily view it from anywhere on the app.
Users no longer need to visit the reception area every time to check their bill; they can easily view it from anywhere on the app.
Viewing the bill will be a lot easier
We found that most users were requesting bill printouts twice a day, which created extra work for our staff, taking their time away from more important tasks such as attending to new patients and adding bill items.
Less interaction with our reception staff
Less interaction with our reception staff
We found that most users were requesting bill printouts twice a day, which created extra work for our staff, taking their time away from more important tasks such as attending to new patients and adding bill items.
As we had already built our in-house patient management tool which included billing, showing the bill on the app was relatively easier.
Low effort
How the user journey would look like
How the user journey would look like
User Steps
User Steps
Discovery
Discovery
Onboarding
Onboarding
Viewing Bill
Viewing Bill
Thoughts
Thoughts
Will this app be of any use to me?
Will this app be of any use to me?
What features would be in this app?
What features would be in this app?
Great, I can use this by logging with my mobile number.
Great, I can use this by logging with my mobile number.
Now I don’t need to go to the reception to view the bill.
Now I don’t need to go to the reception to view the bill.
Feelings
Feelings
Curious
Curious
Assured
Assured
Satisfied
Satisfied
Opportunities
Opportunities
Whatsapp messages can be sent to the user with the download link of the app.
Whatsapp messages can be sent to the user with the download link of the app.
Posters can be implemented in the centres with the app’s QR code.
Posters can be implemented in the centres with the app’s QR code.
Ground staff can encourage users to download the app.
Ground staff can encourage users to download the app.
Login with multiple mobile numbers of the NOK.
Login with multiple mobile numbers of the NOK.
Search any bill item.
Search any bill item.
Daily & summarised billing view can be provided.
Daily & summarised billing view can be provided.
Details of the billing item can be provided.
Details of the billing item can be provided.
Billing error tickets can be raised from the billing details.
Billing error tickets can be raised from the billing details.
User Interface & Design Decisions
User Interface & Design Decisions
Login Flow
Login Flow
“What’s your registered mobile number” removes any doubt which number the user should enter.
“What’s your registered mobile number” removes any doubt which number the user should enter.
Keyboard on both these steps automatically appears to reduce interaction.
Keyboard on both these steps automatically appears to reduce interaction.
Error States
Error States
Left Screen
Left Screen
If a user enters fewer than 10 digits, the error message informs them to enter a valid phone number.
If a user enters fewer than 10 digits, the error message informs them to enter a valid phone number.
Right Screen
Right Screen
If a user enters a 10 digit number that isn’t registered with us for any reason, a bottom sheet would appear explaining why this number can’t be used to login & what are the next steps.
If a user enters a 10 digit number that isn’t registered with us for any reason, a bottom sheet would appear explaining why this number can’t be used to login & what are the next steps.
Homescreen
Homescreen
Sanjay Singh
Caregiver
₹8,356
Balance Amount out of ₹60,000
This card can also be used If we decide to bring in other services to the app later.
Users will see one card per patient. If a number is registered with two patients, they’ll simply see two separate cards with the primary actions.
Users will see one card per patient. If a number is registered with two patients, they’ll simply see two separate cards with the primary actions.
Billing Details Screen
Billing Details Screen
The top section surfaces the paid amount, total bill, and balance because these are the figures family members look for first, giving them a quick read on their finances.
The top section surfaces the paid amount, total bill, and balance because these are the figures family members look for first, giving them a quick read on their finances.
Right below that are the main actions like Make Payment and Payment History, placed upfront so users don’t hunt around for what they need to do next.
Right below that are the main actions like Make Payment and Payment History, placed upfront so users don’t hunt around for what they need to do next.
The bill sits below the key info and actions since it’s a longer list. Users can switch between a daily view and a summarised view, matching the two formats we already use in the paper bill to keep the digital experience consistent with the real-world one.
The bill sits below the key info and actions since it’s a longer list. Users can switch between a daily view and a summarised view, matching the two formats we already use in the paper bill to keep the digital experience consistent with the real-world one.
Users can tap the item name or the ‘i’ icon to see details. This cuts down on back-and-forth with staff, since families no longer need to ask about every line item.
Users can tap the item name or the ‘i’ icon to see details. This cuts down on back-and-forth with staff, since families no longer need to ask about every line item.
Make Payment & Payment History
Make Payment & Payment History
Left Screen
Left Screen
Users can easily pay through the app, the interface is kept similar to Gpay as it is one of the most used payment apps.
Users can easily pay through the app, the interface is kept similar to Gpay as it is one of the most used payment apps.
Right Screen
Right Screen
Users can quickly review their past payments and see where their money went, which helps them verify charges, clear doubts on their own, and avoid repeated visits to the reception for basic clarifications.
Users can quickly review their past payments and see where their money went, which helps them verify charges, clear doubts on their own, and avoid repeated visits to the reception for basic clarifications.
Impact
Impact
90% users viewed billing detail screen in a month.
30% users started viewing billing details screen daily
30% users started viewing billing details screen daily
90% users viewed billing detail screen in a month.
Significant drop in bill printouts, freeing up reception staff time for actual patient support instead of paperwork.
50% drop in bill printouts
50% drop in bill printouts
Significant drop in bill printouts, freeing up reception staff time for actual patient support instead of paperwork.
Other work
Other work
80%
Reduction in
patient search
support tickets
Released
Healthcare
HCAH
Improved patient search experience
Redesigned patient search in IRIS to fix accuracy and speed issues, enabling staff managing multiple centers to find patients faster without relying on exact search terms.
80%
Reduction in
patient search
support tickets
Released
Healthcare
HCAH
Improved patient search experience
Redesigned patient search in IRIS to fix accuracy and speed issues, enabling staff managing multiple centers to find patients faster without relying on exact search terms.
Coming soon
You can call me DJ
Say Hi!
We can talk about design, movies & more
dhananjaychopra927@gmail.com
You can call me DJ