Amazon Clinic
Making healthcare easy and accessible for all.
Amazon Care is a teleconsultation platform which enables user to resolve their primary healthcare needs quickly and effectively.
Background
The ongoing pandemic has increased the need for quicker access and specialist intervention in healthcare. The pandemic has also led the users to seek awareness and adoption of preventive care to help keep their health in check.
3X
Growth in telemedicine consultation in India since COVID-19
80%
Used teleconsultation for the first time between March-May 2020
My Role
As a Lead designer for the entire project, my role was:
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Build product for market readiness from ground-up
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Framing questions for user research
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Deriving user needs from research
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Concept explorations & defining UX vision
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UX design
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Prototypes
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Reviews (Design, PM, Tech & leadership) Specifications design for Tech team
Product Team
Project Manager
User researcher
User experience design
Tech team
Business & Design leadership
Timeline
On-going
Since June, 2020
Key Design Interventions
User focused
01
Privacy
02
Inclusion
03
Accessibility
04
Amazon Care
User focused
01
Research findings:
Consultation evaluation criteria by a patient
User Experience Design
Consultation Experience
Kiran is an existing user of Amazon Care. She has had fever along with a running nose for a couple of days and decides to consult with a doctor on Care.
She begins by opening the Care app on mobile.
Waiting room experience
Post payment, Kiran enters the consultation room
She sees that the doctor will be available in 5 minutes. As she waits, she answers a pre-consult questionnaire which is about her symptoms and medical history. She also has option to upload any previous medical report.
Once doctor available enters the consultation room, initiates a video call and begins the consultation.
Kiran answers the call and consult with the doctor.
After the consultation, she receives her prescription
Privacy
02
User need:
Users believe that healthcare in our country is about money, most hospitals ask unnecessary information about insurance and share costly bills even for a minor symptom.
Design decision:​
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Ask only most necessary details (A)
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Avoid insurance related information (A)
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Inform user about usage of collected information (B)
User need:
Amazon app is used by multiple family members and I don’t want to share any personal health data with other members.
Design decision:​
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Create multiple profiles to access health service (A)
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Create PIN to protect user's profile (B)
Inclusion
03
User need:
Users are not comfortable of sharing their room view during the call, since their houses are not well arranged and congested.
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Users faces difficulties with their internet connection and specially during video calls.
Design decision:​
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Blur the background to hide background (A)
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Upfront placement for disable the camera (B)
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During weak signal, switch to audio call (C)
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Option for normal phone call as a fall back option (D)
Accessibility
04
More than 4.5:1 contrast between text and its background, proper font sizes, Icon + interactive links, Content grouping, 48 px tap area
Launching soon!
Accolades
Care buzz
