Design Thinking Hospital Management

The Ruby Hall Clinic User Experience Research Report presents a comprehensive UX research grounded in design thinking and human-centered design principles. The goal was to understand the hospital ecosystem to inform UX decisions and identify opportunities for innovation.

Research Goals

The primary goal of the research was to understand the hospital ecosystem to inform UX decisions and identify opportunities for innovation. The research focused on three main user groups: patients and relatives, doctors, and hospital stakeholders.

The research process included stakeholder interviews, field research across three Pune branches, workshops, synthesis, and documentation. The user groups involved in the research were patients and relatives, doctors, and hospital stakeholders.

Key Findings

The research identified several pain points and needs for each user group:

Patients:

Repetitive manual procedures for admission/discharge.
Lack of empathy from staff.
No centralized medical records or real-time updates.
Inconsistent experiences across branches.
Poor awareness of digital tools like mobile apps and kiosks.

Doctors:

Manual documentation and lack of integration across systems.
Poor OPD management and communication gaps.
No centralized dashboard or real-time data access.

Stakeholders:

Disintegrated systems and inconsistent data.
Manual data collation and reporting.
Lack of real-time visibility and centralized operations.