a doctor to patient telemedicine platform
Redefining Access to Healthcare : Designing the eSanjeevani Telemedicine Platform
In 2020, the Government of India launched eSanjeevani, a doctor to patient telemedicine platform aimed at providing online medical consultation to citizens, especially during the COVID-19 pandemic.
With healthcare systems under pressure and physical movement restricted, eSanjeevani was a first of its kind government-funded national online OPD service.
My role was to design an intuitive, trustworthy, and accessible digital platform that could empower millions across urban and rural India to receive quality healthcare remotely, regardless of geography, literacy, or tech savviness.
Clients
Ministry of Health & Family Welfare, Government of India
My Role
Interaction Designer
Prototype Designer
Visual Designer
UX Researcher
Timeline
3 months
(Due to approvals and coordination with government bodies)
Tools
Miro (Affinity Mapping, Journey Mapping)
Figma (Wireframing & Prototyping)
Google Forms (Research Surveys)
MS Teams (Stakeholder Collaboration)
Problem Statement
How might we design a national scale telemedicine platform that is trustworthy, accessible to users with varying tech literacy, and efficient enough to handle millions of consultations?
About eSanjeevani App
📌 First national level doctor to patient online OPD initiative.
📌 Accessible from smartphones, tablets, and desktops.
📌 Offers features like token based video consultations, health record uploads, e-prescriptions, and family member consultations.
📌 Target users : Urban citizens, rural populations, elderly patients, chronic disease patients, general public during COVID 19.
Goals
📌 Provide free and easy access to healthcare for citizens across India.
📌 Enable safe online consultations via audio and video during pandemics like COVID 19.
📌 Reduce hospital OPD burden by digitising routine consultations.
📌 Support the Ayushman Bharat and Digital India initiatives for healthcare modernisation.
📌 Ensure continuity of care for chronic patients through online follow ups.
📌 Maintain healthcare services during lockdowns, disasters, and emergencies.
📌 Protect patient privacy with secure, encrypted consultations.
📌 Empower doctors and healthcare workers to serve patients digitally.
Challenges & Solution
📌 Main Problems Identified
First of its kind : No prior national benchmark for online government led OPD systems.
Diverse Audience : From tech-savvy youth to elderly citizens with minimal smartphone skills.
Privacy & Security Concerns : Handling sensitive health information securely at scale.
Access & Infrastructure Gaps : Poor network coverage in rural areas; limited digital literacy.
Overwhelming Demand : System had to scale rapidly during COVID-19 surges.
📌 Key Solutions Implemented
Simple, clean, low-friction interfaces optimised for first-time users.
Clear step by step onboarding with token generation and consultation flow.
Robust backend scalability to handle large volumes of simultaneous consultations.
Fallback options : Chat support if video calls fail due to low connectivity.
Privacy and consent flows built into onboarding.
Research Approach
📌 User Interviews
Objective : Understand real world needs, expectations, fears, and workflows for remote consultations.
Participants : 5 participants (diverse demographics - rural, urban, elderly, daily wage workers, government employees).
Interview Focus -
Comfort level with using digital health apps.
Prior experience (or lack thereof) with video consultations.
Key blockers or fears (privacy, trust, network issues).
📌 Sample Questions Asked
Who are the critical audiences for the eSanjeevani portal?
What are the most important actions you would expect to perform here?
What would make you trust and continue using an online doctor consultation service?
What are the main risks or concerns you foresee?
How can the system handle failure scenarios (missed consultations, doctor unavailability)?
User Cases & System Flows
📌 Primary User Flow -
Trigger : User feels unwell and needs consultation without traveling.
Primary Actor : Patient.
Precondition : Access to smartphone/computer with internet.
📌 Ideal Consultation Flow -
User Registers → Receives Token Number.
Uploads Health Records (optional).
Joins Consultation Queue.
Video Consultation Starts (with timer-based token validation).
Receives Digital Prescription post.consultation.
Saves Consultation History for follow up.
📌 Extension Scenarios -
Large waiting queue → Schedule call later or receive reminder alerts.
Doctor unavailable → Auto-reschedule or redirect user to alternate doctor.
Patient misses call → Token cancellation alert and re-registration option.
Customer Journey Mapping
Overview
📍 Awareness
Action : Sees news or social media about eSanjeevani.
Thought : "Could this help me?"
Emotion : Curious, cautious.
Opportunity : Launch targeted awareness campaigns.
📍 Registration
Action: Registers and uploads medical records.
Thought : "Hope this works."
Emotion : Hopeful, anxious.
Opportunity : Simplify and guide the registration process clearly.
📍 Waiting Room
Action : Sees their position in the consultation queue.
Thought : "How long will it take?"
Emotion : Restless, impatient.
Opportunity : Introduce queue countdown timers and status updates.
📍 Consultation
Action : Connects with the doctor via video call.
Thought : "Finally, help!"
Emotion : Relieved, reassured.
Opportunity : Focus on stable video call quality and minimise call drops.
📍 Prescription
Action : Receives a digital prescription after consultation.
Thought : "Easy to get my medicines now."
Emotion : Grateful, satisfied.
Opportunity : Integrate pharmacy tie ins for easy medicine purchase.
Personas Developed
Persona 1
Rahul Singh
Daily Wager, Maharashtra
Needs : Quick child consultation without travel.
Pain Points : Fear of hospital visits during pandemic, lack of transport.
Goals : Fast, reliable remote healthcare.
Persona 2
Raj Mishra
Clerk, Pune
Needs : Consult doctor after accidental injury while alone at home.
Pain Points : No mobility during lockdown.
Goals : Immediate online medical attention.
Persona 3
Sanjay Singh
Store Manager, Punjab
Needs : Periodic vision check ups remotely.
Pain Points : Unable to travel due to work pressures.
Goals : Reliable periodic online consultations.
Service Ecosystem Mapping
Design Execution
Information Architecture > Wireframes > Final Visual Design
Registration → Upload Records → Join Queue → Video Consultation → Receive E-Prescription → Follow-Up System
Paper Sketches → Low-Fidelity Wireframes (Figma) → Agile Iterations.
📍 Primary Colour : Orange is associated with urgency and safety in healthcare.
📍 Secondary Colour : Blue is trust, security, and calmness.
Focused on clear CTAs, large accessible tap zones, minimal distractions.
Testing & Feedback
Pilot Rollout Testing Metrics
80% of participants rated the system as "easy to navigate."
73% found doctor interactions satisfactory.
25% suggested better queue waiting experience (implemented alert reminders).
Reflection
For seeing the process in details
Open Behance profile
