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Designing the CureAssist Platform for a Seamless Telemedicine Experience
CureAssist
A health base care assistance
CureAssist is revolutionizing the way healthcare is delivered in India. We provide a simple, streamlined platform for video consultations with top doctors, enabling you to get the care you need quickly and easily.
OVERVIEW
Brand: CureAssist – A digital healthcare platform revolutionising telemedicine in India by offering streamlined video consultations
With top doctors.
Objective: To improve the usability, accessibility, and efficiency of CureAssist’s telemedicine platform, ensuring a seamless experience for users seeking video consultations with doctors.
Key Challenges: • Complex Appointment Booking Flow: Users struggled with scheduling and managing consultations.
• Trust & Credibility Issues: Users needed better visibility on doctor credentials and reviews.
• Poor Video Consultation Experience: Users faced technical issues such as lagging, unclear UI, and
connectivity disruptions.
• Lack of Post-Consultation Support: No clear guidance on prescriptions, follow-ups, or digital records.
Scope of Work: • Conducting user research to identify pain points in the telemedicine journey.
• Improving appointment scheduling UX for quick and hassle-free bookings.
• Enhancing doctor profiles with ratings, credentials, and specialties.
• Redesigning the video consultation interface for a smoother experience.
• Introducing post-consultation workflows for prescriptions, follow-ups, and reports.
ROLE
UX Research
Competitor analysis
UX/UI Design
Wireframing, Prototyping,
TEAM
Product
Design
Engineering
Client specialist
Marketing
TOOLS
Figma
Adobe XD
Miro
Microsoft Office
DURATION
JUN'21 - OCT'21
Context
India’s healthcare system continues to face challenges in accessibility, especially for people in semi-urban and rural areas. With limited availability of doctors, lack of infrastructure, and long travel times, millions of Indians experience delays in seeking timely medical attention. CureAssist aims to bridge this gap by offering a digital healthcare platform where users can consult certified doctors via video calls, manage their medical records, and book appointments—all from their mobile devices.
CureAssist is designed to serve a diverse audience, including those who are tech-savvy and urban as well as elderly individuals or first-time users in Tier 2 and Tier 3 cities. In this context, building trust, ensuring usability, and simplifying navigation become critical to user adoption.
Problem
Despite the growing demand for digital healthcare solutions in India, existing platforms often fall short in key areas—such as trust-building, information transparency, ease of use, and personalized care. Users face difficulty in:
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Finding the right healthcare provider based on symptoms or specialties
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Trusting doctors due to lack of accessible credentials or patient reviews
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Navigating poor UI/UX which increases cognitive load, especially for first-time users
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Managing appointments and medical records in one unified experience
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Receiving continuous care such as follow-ups, prescriptions, or reminders
CureAssist needed a scalable, intuitive, and trustworthy digital experience that could cater to both patients and healthcare professionals, with special attention to accessibility, remote usability, and contextual personalization.
The design challenge was to reimagine the end-to-end user journey—from discovery and consultation to post-visit engagement—through a seamless mobile-first experience that addresses both patient anxieties and healthcare delivery bottlenecks.
01
Discovery
Phase 1 - Understanding The Platform
Our mission at cureassist is to make healthcare more accessible, especially for individuals who live in remote areas or have mobility issues. We provide a range of online services, including virtual consultations with doctors and healthcare practitioners. Our platform makes it easy to book appointments, access medical records, and make payments online. We believe that everyone should have access to affordable, high-quality healthcare services, regardless of their location or socioeconomic status.
🔍 Difficulty in Finding Relevant Doctors
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42% of users dropped off during the doctor selection flow due to unclear filters, lack of visible qualifications, and overwhelming options.
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Users reported confusion between general physicians and specialists, often selecting the wrong category and abandoning the session.
🧾 Incomplete Appointment Booking
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38% of users began the appointment booking process but failed to complete it due to: Unavailable time slots
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Unclear cancellation policies
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No instant confirmation or wait time estimates
📁 Poor Medical Records Management
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Users struggled with uploading or retrieving previous prescriptions or test reports.
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55% of respondents said they were “not confident” about where to find past records once uploaded.
🧩 Potential Reasons for Low User Engagement on CureAssist
Low Trust in Platform or Providers
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Missing or minimal doctor bios, qualifications, reviews, or photos.
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No visible third-party ratings (e.g., Google, Yelp), reducing perceived credibility.
Lack of Real-Time Support
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No chat or call support during decision-making, causing abandonment during key conversion steps.
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No instant Q&A or symptom triage to help users navigate.
Unclear Value Proposition
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New users are unsure what makes CureAssist different from existing platforms like Practo or 1mg.
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First-time visitors don’t get a quick, compelling “why choose us” message.
NEXT STEP
We decided to prioritize improving user engagement and activation—ensuring that users could successfully find, trust, and consult with healthcare professionals—before investing efforts into expanding the network of doctors and specialists on the platform.
Task Analysis
Phase 3 - Understanding The Users
Patient & Doctor Interviews + Contextual Inquiries
To deeply understand the current experience, 50+ contextual interviews were conducted with both patients and healthcare providers. This was essential to gather real-world insights on:
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The goals, motivations, and challenges of both sides.
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How users perceive CureAssist as a digital healthcare solution.
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Validating early hypotheses around low user engagement and trust barriers.
🎯 Research Goal
For Patients:
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Understand top motivations for consulting a doctor online.
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Identify how users currently find and evaluate healthcare professionals.
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Measure satisfaction and trust levels during virtual consultations.
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Explore preferences for receiving care (chat/video/audio).
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Discover preferred pricing models for online consultations.
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Understand pain points around digital health records and appointment management.
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Identify expectations around follow-ups, reviews, and customer support.
For Healthcare Providers:
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Understand their comfort with virtual platforms and online practice.
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Learn what kind of digital onboarding support they require.
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Identify their expectations from telehealth platforms.
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Evaluate their current pricing models and payout preferences.
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Explore how they showcase credentials and build trust with patients.
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Identify friction in appointment workflows and patient communication.
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Gain insights into their interest in visibility, reviews, and patient engagement.
Key Takeaways
01/
Onboarding Experience
Proactive onboarding experiences build confidence—users appreciate guided walkthroughs and pre-filled symptom checkers.
02/
Continuous monitoring
Appointment confirmation, reminders, and follow-ups create a strong perception of care continuity.
03/
Continuous check
Doctors who actively follow up or suggest lifestyle plans post-consultation see more repeat patients.
give heading
04/
Lack of guidance in choosing the right doctor.
“I don’t know who’s right for my symptoms… Should I see a GP or a specialist?”
05/
No real-time support or help.
“If I need to cancel or ask something, there’s no one to talk to.”
06/
Manual, unstructured medical history uploads.
“I have to scan and upload every report, and I don’t know if the doctor even saw them.”
Understanding The Competitors
✅ What Competitors Are Doing Well (Positive UX Practices)
1. Smooth Appointment Booking Experience
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Platforms like Practo and Apollo 24|7 allow users to schedule consultations in just a few steps.
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Apollo features a streamlined layout with clear CTAs and doctor availability cards to reduce friction during booking.
2. Integrated Tools That Add Value
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MediBuddy offers features like EHR access and AI-based triage assistants, helping users navigate their health concerns more confidently.
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Health calculators for BMI, sugar levels, or pregnancy tracking create value-added experiences for users.
3. Mobile-First Navigation & Simplicity
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Practo and Apollo maintain minimalistic layouts with clear visual hierarchy, reducing cognitive load for mobile users.
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Key actions like “Consult Now” or “Book Test” are easily accessible from the homepage.
4. Consistency in Visual and Content Design
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Most top competitors maintain consistent iconography, language tone, and content formatting, increasing credibility and task success.
⚠️ What Needs Improvement (UX Gaps in Competitors)
1. Fragmented Healthcare Journeys
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Users often have to switch between platforms for doctor consults, pharmacy orders, lab reports, and reminders—there’s no end-to-end flow.
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No unified care dashboard exists to help users track ongoing treatments or recovery paths.
2. Lack of Personalization
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Very few platforms offer contextual suggestions based on previous appointments, health data, or preferences.
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No guided decision-making or onboarding paths for new users who might feel overwhelmed.
3. Overloaded Interfaces & Dense Content
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Platforms like MediBuddy display too many categories and offers on the homepage, making it hard for first-time users to focus.
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Content tends to be text-heavy, with minimal tooltips or in-context explanations.
4. Inconsistent Access to Support
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While chatbots exist, live support or medical helplines are not consistently available across platforms.
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Users face delays or drop-offs when trying to reach customer care during emergencies.
🟡 Strategic Opportunities for CureAssist
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Create a Guided First-Time Experience
→ Introduce AI-powered onboarding flows that help users navigate consultations, reports, and health tools based on their needs.
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Unify the Care Journey
→ Build a centralized dashboard that connects appointments, prescriptions, lab reports, and reminders—helping users stay in control.
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Prioritize Accessibility & Micro-UX
→ Implement voice-assist, font-resize tools, and visual contrast settings. Add progressive disclosures to avoid cognitive overload.
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Introduce Health Goals and Smart Nudges
→ Help users track ongoing care plans, such as post-surgery routines, chronic condition check-ins, or fitness goals—through personalized nudges.
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Offer Real-Time Support + Human Assistance
→ Combine AI bots with instant escalation options to medical assistants or care managers.
NEXT STEP
To define the problem statement and work on the persona
We identified 3 main personas using our platform, each having its own goals and needs.:
1. Product Marketers (70%)
2. Analyst relations (20%)
3. Product owners/associates (10%)
02
Define
User Journey
By creating persona journey maps, I wanted to illustrate the process of how Swapnil, Navya and Yash behave, feel and what they think while accomplishing their goals to detect pain points or moments of delight
Based on the generative user research I gathered, I created three user personas that capture the essence of my target users. Meet Navya, Swapnil,Yash!
User Personas
🔍 Key Takeaways from User Persona & Journey Mapping
1. Diverse Health Goals and Digital Behavior
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Users like Swapnil seek preventive care and quick diagnostics.
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Navya is more wellness-focused and wants long-term lifestyle guidance.
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Yash looks for reliable specialists and efficient issue resolution.
2. Common Pain Points Identified
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Struggle to evaluate the credibility of experts.
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Lack of clarity in service offerings and outcomes.
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Friction in onboarding, booking, and follow-up.
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Disconnected experiences across appointments, labs, and prescriptions.
3. Emotional Highs and Lows in Journey
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Delight Moments: Easy symptom input, quick doctor availability, pre-filled forms.
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Low Points: Manual record uploads, unclear instructions, and lack of transparency around doctor qualifications.
4. User Expectations and Preferences
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Clear pricing and expert credibility are must-haves.
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Trust is built through reviews, credentials, and a sense of continuity.
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Users prefer apps that offer guided experiences, proactive suggestions, and low-friction navigation.
5. Opportunities for CureAssist
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Introduce smart onboarding flows tailored to user goals (e.g., wellness, diagnosis, chronic care).
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Integrate EHR, appointments, and follow-up reminders into one seamless dashboard.
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Add AI-powered suggestions based on user history and preferences.
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Provide visible indicators of expertise (certifications, reviews, specialties).
Phase 4: Understanding the Solution Areas
Design Ideation Workshop
How Might We add more professional information about doctors that build trust and connection?
Trusting and sharing personal feelings with someone we don't know can be challenging, particularly in the medical field..
POSSIBLE SOLUTION:
Adding professional details, such as unique identification and educational background, to their profiles can build trust between doctors and patients.
How Might We enhance symptom selection suggestions for users?
Many people struggle to articulate their symptoms and understand medical terminology, resulting in connections with the wrong healthcare professionals.
POSSIBLE SOLUTION:
We can integrate smart artificial intelligence to convert basic feelings or words into symptom identification, matching them with related diseases, and recommending suitable doctors.
How Might We improve the find-ability and organisation of the symptoms?
Many people struggle to articulate their symptoms and understand medical terminology, resulting in connections with the wrong healthcare professionals.
POSSIBLE SOLUTION:
Rearranging the order of the most searched symptoms and positioning them near or at the top of the search bar will assist users in locating common options, thereby reducing cognitive load.
How might we
Build a one-stop destination for all healthcare-related services and also providing comprehensive health consultancy services with an extensive range of healthcare products.
03
Ideate
Phase 5: Structure
Information Arichitecture
Phase 6: The First Skeleton
Wireframes
04
Design
Home Page
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Services Page
General Health Tools
Fitness/Health Tools
Pregnancy Health Tools
Social Media
GROWTH STRATEGY
Launch "MEMBERSHIP PLANS"— an enhanced health engagement tier offering deeper insights, faster access, and personalized support for power users and health-conscious families.
✅ Access Criteria
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Unlock Pro+ features by completing certain healthy actions:
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Complete first 3 video consultations
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Upload 2+ verified lab reports
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Set up a wellness goal (e.g., track vitals for 14 days)
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Alternate Access:
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₹X/month subscription
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Or bundled with partner insurance/wellness programs
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📦 Pro+ Benefits
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Priority booking with top specialists
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Smart Health Timeline (consolidates vitals, prescriptions, test results)
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Personalised nutrition & medication nudges
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Downloadable health summary PDFs
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Early access to AI-powered prediction features
Healthcare is Not Just Functional—It’s Emotional
Designing for CureAssist gave me a front-row seat to understanding how deeply personal and emotional healthcare journeys are, especially in the Indian context. Users weren’t just looking for appointments—they were looking for reassurance, trust, and transparency in a system that often feels opaque.
Trust is the Most Critical UX Metric
Users were skeptical of telehealth platforms due to concerns around doctor qualifications, data security, and payment transparency. Building in visible trust markers (like verified doctor profiles, encrypted medical record access, and clear payment breakdowns) became a major focus.
Microcopy Matters More Than Ever
Even a minor wording tweak—like changing “Book Consultation” to “Talk to a Doctor Now”—had a measurable impact on conversions. In healthcare, users are often anxious or in a hurry, and clarity beats creativity every time.
05
Validate
Phase 7: Testing
The testing phase is a crucial part of the UX design process, as it provides the opportunity to evaluate the user experience of the app and identify any areas for improvement. The goal of this phase was to assess the usability, functionality, and overall user satisfaction with the online doctor consultation app.
User Recruitment: A total of 8 users were recruited for testing, ranging in age from 25 to 60 years old. Participants were selected based on their prior experience with online doctor consultations, as well as their willingness to provide feedback on their experience with the app.
Test Methods: During the testing phase, participants were asked to perform a series of tasks using the app, like scheduling a consultation, and accessing their medical history. Participants were also asked to answer questions about their experience with the app, including questions about the app’s usability, functionality, and overall satisfaction. The data collected during the testing phase was analyzed using a combination of quantitative metrics, such as task completion rates and time on task, as well as qualitative feedback from the participants.
Results: The results of the testing phase indicated that the majority of participants found the app to be easy to use and effective in scheduling a consultation with a doctor. Participants reported a high level of satisfaction with the app, with a satisfaction rate of 90%. However, some participants reported that they experienced difficulties with the app’s navigation.
REFLECTION