Max Healthcare Mobile App

Project : Redesign the Max Healthcare mobile app to improve search functionality and profile management for personalized recommendations.

The Collaboration

Max Healthcare is a leading healthcare provider in India. They approached Unqode to add new features to their mobile app and also asked to revisit a few areas to improve the user experience where users were struggling. The Max Healthcare app is primarily used by patients to book medicines, lab tests, and doctor appointments. The mobile app had several usability challenges where users were finding it difficult to navigate. This was leading to frustration and low engagement. Our task was to redesign core features to make the health app easier to use, ultimately enhancing the patient experience and improving healthcare outcomes.

Industry

Healthcare

Location

India, New Delhi

Platform

Playstore

The Challenge

The primary objective of this redesign was to enhance the usability of the Max Healthcare mobile app. We have to identify the key pain points through user feedback and data analysis. Our focus was on improving the mobile app’s navigation and search experience and making it easier for patients to book lab tests and health packages, manage profiles, and order medicines.

Complicated Navigation

Users struggle to find key features such as booking lab tests, health packages, or ordering medicines, leading to frustration and abandonment.

Inefficient Search Functionality

The search experience is cumbersome, making it difficult for users to locate doctors, medicines, or relevant health packages quickly.

Booking Challenges

Patients face difficulties in scheduling lab tests and doctor appointments due to unclear workflows or insufficient information during the booking process.

Profile Management Issues

Managing personal profiles and accessing past medical records or orders is not intuitive, reducing user satisfaction.

Cluttered User Interface

The app interface may feel overwhelming, with too much information displayed or poorly organized, impacting the overall usability

Low Engagement Features

Features like reminders for appointments, medicine refills, or health checkups are either missing or not effectively utilized to engage users

The Goal

01

Enhance Navigation and User Flow: It would be helpful if the mobile app were easier for patients to navigate, reducing confusion when booking lab tests, health packages, doctor appointments, or ordering medicines.

02

Improve Profile Management: Implement a streamlined profile management system that allows users to merge and manage profiles effectively.

03

Optimize the Lab Test Booking Experience: Simplify the lab test booking process by improving the search function, and finding suitable health packages.

04

Personalize User Experience: Introduce more personalized features, such as recommendations based on users’ previous tests and demographics.

05

Improve Cart and Checkout Processes: Streamline the cart and checkout experience to ensure a smoother flow from selection to payment.

Key Services

Research

Process of understanding the needs, behaviors, and motivations of the target audience to design user-centered products

Research Activities

Stakeholder Interview

We have conducted several workshops with Product Managers to understand business objectives, define business goals, and address user challenges.

Competitor Analysis

Analyzed competitors like Apollo Hospitals, Fortis Healthcare, Pharmeasy and NetMeds to understand market trends, Gaps and Opportunities

User Research

We have discussed with real app users, doctors, reviewed the customer queries, checked the Analytics, User Trends and Heatmaps etc to understand the customer pain points

Pain Points Discovered

Pankaj Kumar, Everyday User

Everyday users face challenges such as difficulty finding the right lab tests, navigating a confusing checkout process, and managing profiles, especially when handling multiple family members’ appointments. Additionally, accessing health records is frustrating due to reports being spread across unlinked IDs, often resulting in unnecessary registration fees for duplicate profiles.

Deshant Bansal, MBBS Doctor

Doctors and hospitals face challenges with one phone number being mapped to multiple profiles, making it difficult to retrieve complete patient information from various IDs. This fragmentation not only hinders effective treatment but also raises concerns about potential medico-legal issues.

Agnivesh, Marketing and Sales Head

The Marketing Head faces challenges with inflated metrics, such as unique patients and registered users, due to fragmented patient profiles. This affects the accuracy of data, hampers targeted engagement efforts, and compromises outbound communication, as insights are scattered across multiple IDs, making it difficult to connect with patients effectively.

Analysis

The fragmented profile system in the app leads to challenges across users, doctors, and marketing teams. Everyday users struggle with accessing health records and managing profiles, especially for families. Doctors face difficulties retrieving complete patient data, raising medico-legal concerns. For marketing teams, inflated metrics and scattered insights hinder targeted engagement and effective communication. These issues collectively impact the app’s usability, trust, and operational efficiency.

Design

Craft detailed user interfaces to bring the concept to life while maintaining usability, consistency, and a strong visual identity

Design Strategy

Streamlining Profile Management

Reducing complexity in user interactions, particularly across multiple devices or steps

Optimized Navigation and Search

Redesign navigation and add advanced search with filters and suggestions for easy access to key features

Unified Health Records

Create a central repository for all medical records, ensuring seamless access for patients and doctors

Design Execution

Restructure Landing Page

We have improved the home screen layout to create a more user-friendly experience. This helps patients easily locate and schedule lab tests, manage their profiles, and request medications.

Enhanced Packages

To improve the lab test booking experience, we have restructured the search results to display clear pricing and relevant details of Test and Wellness Packages. We also added personalized test and package recommendations based on user history, demographics, and popular choices to enhance the relevance of search results for better engagement.

Cart Recall & Checkout Flexibility

The cart now retains selected items even if the user leaves the app or navigates to other sections to make it easier to complete orders. Additionally, we introduced flexible slot selection for appointments, either before or after payment.

Designed Profile Merge Functionality

We have designed the profile merge experience to reduce the number of duplicate profiles. It leads to a better profile management practice in place, along with reducing transactional errors

Max healthcare app

Max healthcare app

Max healthcare app

Max healthcare app

Max healthcare app

What did we achieve from this project?

Improved Navigation and User Flow

Patients find the app much easier to navigate, which leads to faster booking of lab tests and appointments and fewer support requests.

Personalized Recommendations

Higher Patient Satisfaction With personalized recommendations and a smoother checkout process, user satisfaction has increased significantly.

More Accurate Profile Data

The enhanced profile management system has reduced the creation of duplicate profiles, leading to cleaner data and improved operational efficiency for healthcare providers.

User Engagement

Increased Engagement Clear CTAs, easier navigation, and personalized recommendations have led to increased user engagement, particularly in lab test bookings and wellness package bookings.

Client Feedback

"

The updated app has made it so much easier for our patients to book tests and manage their profiles. The user experience is smooth, and we've seen fewer complaints about navigation issues. Also, it helped us in scheduling campaigns for target users.

Kumar Agnivesh

Agnivesh

Product Manager