Transformation of a messaging app into all in one healthcare platform My responsibility: • to own & lead the iOS app design • to add new features and make it par with the industry standard as well as user-friendly
Client:
QliqSOFT
My Role:
Product Designer
Year:
2019 - 2021
Tools used:
Figma, Adobe XD, Gitlab, Slack
Service Provided:
Product Design, Mobile App Design, Wireframing, User Flow
Screenshots of the current iOS app
Problem Statement
While the world was moving towards modern communication apps, hospitals were still using pagers to communicate between doctors and nurses that consumed the valuable time of catering the patients.
I became a part of wonderful project to redesign the QliqCONNECT (now renamed as QliqCHAT) app's experience and rethink the product strategy for Qliqsoft.
Scalable? Not so
In a span of 8 years Qliqsoft has transformed the healthcare industry through real-time communication between doctors and nurses.
Having four types of audiences, our goal was to cover the needs of all doctors, nurses, patients and care-givers . At the same time, we had to remain user-friendly and accessible.
The iOS app was designed in 2011, hasn't been updated and deemed a usability challenge to users.
Ethnographic research
Before starting the design task, I learned about US healthcare and how it works by interacting with different stakeholders, shadow observers, customer care executives and CEO.
1 out of 10 different userflow diagrams done in the second phase of the project
Solutions
Complex to Simple
We focused on turning complicated workflows into an impressively simple learning experience. Our approach here is an easier navigation, clear in-app communications and plain UI.
The purpose of the project was to redesign the whole experience to additionally cater to the patients & caregivers in addition to doctors and nurses.
How Might We
Level up the app navigation for the ever increasing user base
Make it easy for the senior citizens (patients) to interact with the app
Organize the information architecture to include more features.
Wireframes of the initial screens
As the Single designer
I had the big opportunity to design an app which is being used in 1000s of hospitals and millions of public people. I collaborated with the CEO through daily calls to understand the requirements. I interviewed client relations manager, who works along with doctors to ascertain their problems and how the app functionality can align with the user needs.
Results: The redesigned QliqCHAT app showed significant improvements in both user engagement and user satisfaction. Key outcomes included:
15% Increase in customer satisfaction ratings: The streamlined onboarding process and seamless initiation of individual or multi-party chats led to a notable increase in customer satisfaction.
18% Higher retention rates: New design features implementation based on testing data increased the app retention rates.
Quick & smooth developer Handoff: Design system built by me reduced overall project timeline by 30%.
Final User Interfaces
