Design to streamline user experience of patient follow-ups and appointment booking systems for tele- callers by Manipal Hospital

MAPPS

Conceptualization

Based of the research, user story and user flow, I started creating the low-fi concepts for primary use cases (Phase- 1)

solve technical glitches

Improve user experience inefficiencies while streamlining the workflow for tele-caller agents.

Client

My Role

User Research

UX/UI Design

Prototype

Team

Product

Design

Engineering

Client Specialist

Tools

Figma

Duration

Jan - March 2025

Project Overview

Manipal Hospitals is one of India’s leading healthcare providers, known for its commitment to quality healthcare and cutting-edge medical practices. With a vast network of hospitals, the group serves millions of patients every year, offering specialized treatments across a wide range of departments. A key aspect of their operations is ensuring a smooth and efficient appointment booking process for patients, which is managed through multiple call centers and digital platforms.Their current goal is to:

Setting some context before we begin...

What is MAPPS?

MAPPS (Manipal Appointment & Patient Processing System) is an internal telecaller portal designed for Manipal Hospitals to streamline lead management, appointment bookings, and patient follow-ups. It acts as a centralized tool for telecallers to efficiently track inquiries, convert leads, and coordinate patient journeys from initial contact to hospital visits, improving operational efficiency and customer experience.

What was the problem?

(From both user point and business of view)

Telecallers

Key actions like lead updates, appointment bookings, and follow-ups were time-consuming and buried in poorly structured workflows.

Lack of clarity in status tracking and limited visibility into lead history led to errors, delays, and missed opportunities.

Lack of Details / Information, many technical glitches and few functionalities that were needed were missing, making it difficult for telecallers to navigate quickly during calls.

Manipal Hospitals

Inefficient lead conversion workflows were impacting patient acquisition and revenue.

Operational bottlenecks and lack of standardization made it hard to scale telecalling across centers.

There was a clear need for a system that supports better data capture, drives conversions, and enhances customer experience.

Challenge: Explore how to

Reduce Redundancies: Simplify the search process by allowing agents to search directly by mobile number or patient name, eliminating the need to manually select hospitals and departments.

Clear Workflow: Create a seamless and logical flow for the booking process, from searching for slots to confirming appointments.

Minimal Training: Design the interface to be so intuitive that minimal training would be required for new agents, allowing quick adoption across all call centers.

What was our approach?

Discover

Define

Ideate

Deliver & Test

We visited the Concentrix call centre and conducted user research with the tele callers to understand the current booking process with MAPPS.

Some of the key observations :

User Research

There are approx 450- 500 users of MAPPS

The current major issues with MAPPS are latency and misaligned(mismatch) information.

Currently, agents take around 180 secs to complete a call. (avg handling time)

60% of Manipal bookings are from MAPPS

Open source/ PTP lines are used to fetch slots.

The top menu on MAPPS has tabs such as OPD (to see booked OPD appointments, health packages, and vaccinations), OPD VC (to see OPD virtual appointments) Call Center (to search doctors and book appointments) Health Checks (to book health packages and vaccinations)

There are multiple companies using MAPPS. While creating an appointment there is an option called source, they are selecting ‘CNX’ if it's done by the Concentrix team. Same practice followed by different channels like the web.

Slot Clash: Frequency of Selecting same slots by two agents at the same time is very low.

Understanding the tele- caller system and discovering applications in use

3) Multiple call centers are using MAPPS just to book appointments.

2) These are accessed only on the office network

1) Multiple tabs are opened by agents

MAPPS
Leadsquare
Knowlarity
Manipal website
Concentrix knowledge portal

4) Primary Lead capture is happening from LeadSquare.

5) Agent Monitor Tool : Knowlarity - Have enough information about the agent idle time, total number of calls, leaves and performance etc.

Who is the primary user?

Experience: 3 years

Location: Bengaluru, India

Education: Bachelor’s degree in Commerce

Rakesh Sharma

28 yr

What is Rakesh’s line of work?

Rakesh works as a tele-caller at a healthcare call center that manages appointment bookings for Manipal Hospitals. He is handling patient inquiries, managing appointments, and providing information about doctors and hospital services.

What does he do using MAPPS?

Rakesh uses MAPPS application for booking appointments, managing patient data, payment assistance, appointment rescheduling and cancellations and answering general queries.

What are his goals?

Efficient Appointment Booking

Error-Free Workflow

Access to Accurate Information

Reduce Redundant Steps

What are his pain points?

System Latency

Inaccurate Doctor Availability

Rescheduling Issues

Poor Search Functionality

Missing Payment link features

Rakesh states his problems

💭

I am a tele caller agent at a healthcare call center using the Mapps portal.

💭

I am trying to efficiently book patient appointments, provide accurate doctor availability information, and assist with payment processing.

💭

But I am unable to do it smoothly as of today.

💭

Because the system is slow, the search functionality is inefficient, and key information like doctor availability and payment status is either missing or inaccurate.

💭

Which makes me feel frustrated and unable to provide a satisfactory customer experience.

Let’s look at Rakesh’s current call journey

Step 1: Rakesh Receives a call on Knowlarity

Step 2: Rakesh Captures Info on LeadSquare

Step 3: Rakesh searching on MAPPS

Step 4: Rakesh Confirms the booking on MAPPS

Step 5: Rakesh updates the same in LeadSquare

This is what most telecallers were struggling with

01/

Application Latency

Primary concern is Current application is too slow. It affects customer experience and agent efficiency.

02/

Inefficient User Experience

Experience wise it was designed poorly. For example, Patient search is not just with phone numbers but also hospitals and departments they booked earlier is needed

03/

Lack of Details / Information

If the customer mentioned they didn't receive any sms or whatsapp msg for payment link, apart from canceling and booking again, the agent does not have an option.

04/

Many Technical Glitches

There are numerous technical issues with the current application. As a result, there is a need to create a new and improved solution.

05/

Few functionalities are missing

For example: Not having the option to send appointment confirmation msg (sms / whatsapp) if the payment is made.

How are we solving it?

After conducting the user research, contextual inquiry and analysing the gathered data, we were able to categorise the design goals into these 3 categories

01/

Streamline & Simplify User Experience (UX)

02/

Introduce key Missing Features

03/

Enhance Data Visibility

Job Stories - Discovering design needs through JTBD

Tele-caller picks up the call

Existing/Registed Patient

New Patient

Proposed Tasks :

Inquire about existing appointment

View patient latest bookings

Reschedule or Cancel

Check payment status

Resend Important links like payment, sms, whatsapp

Book a new Appointment

Create Patient Record

Doctor Search

Doctor details

Check for slot availability

Booking confirmation

Doctor Search

Doctor details

Check for slot availability

Booking confirmation

Enquire for patient details

Add membership type

Confirm details & create

Discovery/ Search

Starting point in MAPPS

Scenario 2

Scenario 1

Let’s look at the current MAPPS

List of patients found

Booking details, actions and payment status reflected

The top menu on MAPPS has tabs such as OPD (to see booked OPD appointments, health packages, and vaccinations), OPD VC (to see OPD virtual appointments) Call Center (to search doctors and book appointments), cancel list and appointment list

Search with phone number

Filters to search for appointment

Phone Number

Phase 1

Discovery

87%

Agents spend more than average call handling time (180 sec) to complete a call due to the initial search stage (Phase 1)

Phase 2

Performing actions

90%

Agents struggle to perform quick inquiry actions for an existing booking

User Challenges

1) To see appointments booked, the agent has to go to the OPD or OPD VC tabs. Enter the inputs like date, location, specialization etc to fetch upcoming appointments.

2) There is no option to book a new appointment directly from the same tab. The agent has to switch tabs and search for doctors and their availability.

User Challenges

1) Rescheduling of the appointments for which payment is done can't be done directly. The agent has to cancel the appointment and book a fresh appointment for future dates. The patient has to pay again for the fresh appointment and wait for the refund for 7 business days.

2) There is no option to see if the payment link is sent, the last 4 digits of the mobile number to which the payment link is sent, payment made or not.

User flow

Search patient

Booking Doctor’s Appointment

Booking Health Package Appointment

Booking Vaccination Appointment

Conceptualization

Based of the research, user story and user flow, I started creating the low-fi concepts for primary use cases (Phase- 1)

The solution | Hi-Fidelity

New MAPPS streamlines multiple tele caller tasks—appointment booking, information access, and patient follow-ups—into a single interface, reducing dependency on multiple systems.

With a simplified interface and clear task flows, tele callers could get up to speed faster, minimizing onboarding effort.

Typography & Color

Roboto

Regular

Extra Light

Semibold

Bold

Google font

Color

#034EA1

#00B7AC

#034EA1

#00B7AC

Stage 1 :

Main screen

Forgot password + reset password + Help & support screen

Profile screens

Agent profile screen

Edit profile

Error screen

(toast message for missing filed)

Profile updated

(Success toast message)

Agent Dashboard

Basic Profile details

Calls and performance metadata

Booking history/ details with clear status and actions accessibility

Making solutions

Search bar on the homepage where the agent can enter patient’s phone number, UHID, or patient’s name

The system allows partial or full matches for names/phone number/UHID and notifys the agent if the input is invalid

Error alerts:

All Explorations for Patient details page design

Final Designs

On search with phone number, the system lists all patients linked to that number in form of selectable patient cards, or it will notify its new to the system.

Agent will be able to add any new member to the same number and update the relationship status

Select patient

As agent selects the patient, the system displays the most recent 5-6 bookings for the patient in chronological order with full details, status and actions

Added easy upfront option for ‘rescheduling’ any appointment without cancellation or refund hassle.

Quick actions added for completing any pending task/ assistance

All the status type with tooltip is reflected upfront for quick actions

Booking confirmed

Booking pending

Link sent

SMS delivered

Msg delivered

SMS sent

₹

Paid

₹

Not Paid

Msg sent

(Pop up)

Agent can directly book any type of appointment from the same page using the upfront “Book Appointment” CTA - reducing the number of clicks for quick assistance

Why this design over others?

1) For data privacy -the primary concern was to show only the necessary patient information, like the patient name, UHID number and an indication if they are the main member or an associated family member registered under the entered phone number

2) Easier and clear the UI, faster and less complicated action for the agent

Hence,

Search Functionality

User Challenges :

To see appointments booked, the agent has to go to the OPD or OPD VC tabs. Enter the inputs like date, location, specialization, paid (Y/N/ all) link sent ((Y/N/ all) etc to fetch upcoming appointments. There is no option to search by patient name/ mobile number/ UHID.

There is no option to see if the payment link is sent, the last 4 digits of the mobile number to which the payment link is sent, payment made or not. Agents need re-trigger payment link, re-trigger VC link, etc. (missing features)

Rescheduling of the appointments for which payment is done can't be done directly. The agent has to cancel the appointment and book a fresh appointment for future dates. The patient has to pay again for the fresh appointment and wait for the refund for 7 business days.

87%

Agents spend more than average call handling time (180 sec) to complete a call due to the initial search stage (Phase 1)

End of Phase 1

New patient search flow

100% increase in call time

reduction for searching a patient and their details (done under 50 sec)

Book Doctor’s Appointment

Present flow

Step 1: Location → Dr name (if mentioned or select all) → Specialisation → Date.

Step 2: A list of doctors or doctors' info is shown based on the search. Info such as doctor name, photo, specialization, location (popup), bio (popup), schedule (popup), etc shows up. Hospital visit with fees and virtual appt fees are shown as CTA. On clicking on CTA respective available slots are shown. Doctor available in other locations is also shown on the card.

Step 3: slots for 3 days are available, the date can be changed to see later slots using the calendar picker.

Step 4: Patient details such as mobile number(mandatory), MHID, Name (mandatory), DOB, current address, source (CNX booking), etc are captured and a confirmation is sent on confirming the appointment.

Currently faced issues by the agent in the flow + how I solved it

In Step 1 there is no option to filter based on the timing asked by the patient, so agents can see only available doctors for that particular time range.

Added the date and time picker in the Doctor’s search filter in the initial stage while searching

In Step 2 upfront available slots are not shown. The agent has to click on the CTA and then see slots. If there are no slots for that doctor they come back, select another doctor click CTA and see his/ her availability.

But first explorations for detailed doctor’s card

Horizontal detailed cards

Classic square doctor’s card- 2 variations

Major issue with this card was that it would make the user go through a long scroll, making it an inefficient user experience for tele callers

Ideal choice- Goal was to make the card detailed with upfront slots, options for actions like change location, change date and select consultation type directly from the card

Final Design

solution for step 2

Basic details - Doctor’s picture, name, specialization and years of experience

Switch tabs- Hospital visit, video consultation, Prime Consultation

Upfront options to change location and date to view slots flexibly from the card itself

Here’s how the agent can quickly access available slots for patient’s preferred date and location

Though the doctor available in other locations was shown in Step 2 but there was no redirection to fetch that particular location's slots. To see other location slots agent has to come to Step 1 change the location, give all the filters in Step 1, and fetch details

Major issue before

Agent can directly change the location and fetch all the available slots without going back or performing any extra step

Now

(Missing feature)

Doctor experience is not shown on the recommendation list (step 2), this is a frequent question asked by patients who don't know which doctor to visit. For experience, the agents were copy-pasting the doctor's name on Google and fetching details from Practo or other online sources.

Once the agent enters the doctor’s detail page, selection of slot becomes more easy and upfront

Added Doctor’s detail page in the flow

making all the information accessible in one place

Select the patient under the registered phone number

Final steps to scheduling the appointment

Option 1:

Option 2:

Disabled while no patient is selected

Pre-filled fields for selected registered patient

Add new patient screen- fill the details and confirm booking

Post book appointment - Pop up card for final appointment details

End of Phase 2- part 1

Final new doctor’s appointment flow

Book Health Packages and vaccinations

The flow : List of health packages/ vaccination → Add to cart → Add patient details → Book

Major Challenges → seamless solutions

Package bookings are happening in low count

Limited filter options to search from

Agents don’t have enough information on the health packages or vaccination, they have to switch platforms to look for information on the packages (google or hospital sites)

Added comprehensive filters to start with

Multiple keywords to optimise the search

A list of package recommendations that includes the keywords.

Similar approach for vaccination search, with only metadata changes in filter & keywords

Add to compare feature

Package/Vaccination details, location

Price, offer and CTA

Let’s look at the health package & vaccination card

How does the compare feature work?

This feature will help agents

assist the patient choose the

right package as per their need

Added a package/ vaccination details

page, now the agents don’t switch tabs or

platforms looking for additional

information

Simultaneously

Schedule flexible date and time slot for each package/vaccinations in the cart

Proceed to select or add patient details to book the appointments at once

Key Metrics & Results - Post user testing & validation

The user testing sessions validated the effectiveness of the redesign, demonstrating significant improvements in task efficiency, error reduction, and user satisfaction. Continuous feedback loops and iterative design processes were pivotal in achieving these outcomes.

Before Redesign

65%

3.5 mins

15%

92%

1.8 mins

After Redesign

Task Completion Rate

Average Time on Task

Error Rate

Insights & Adaptations

Simplified Navigation:

Insight: Users previously struggled with a cluttered interface and deep navigation hierarchies.

Adaptation: Implemented a streamlined layout with clear, consistent navigation paths, reducing cognitive load..

Enhanced Search functionalities & status tracking:

Insight: Telecallers found it challenging to track lead statuses and histories.

Adaptation: Introduced a comprehensive lead dashboard displaying real-time status updates and interaction histories.

Efficient Appointment Booking:

Insight: The prior system had multiple steps to book appointments, leading to delays.

Adaptation: Developed a simplified appointment booking system with integrated calendar views and doctor availability.

Project Learnings

✍️

Designing for Internal Users Requires Deep Context

Working with tele callers showed me how different internal tools are from consumer apps. Their priorities were speed, clarity, and minimal cognitive load—not visual flair. Observing their workflows firsthand helped me design around real constraints, not assumptions.

User Research Is Ongoing, Not a Phase

Initial interviews revealed surface-level pain points, but shadowing calls and observing behavior surfaced deeper needs—like the anxiety caused by slow system response or the confusion of toggling between tabs. These insights shaped design decisions well beyond the research phase.

Clarity Beats Cleverness

I had to resist the urge to over-design. What worked best were clean layouts, focused screens, and clear copy. Every second mattered to the tele callers, and unnecessary design patterns only slowed them down. Small UX details like pre-filled fields and status indicators drove major usability improvements.

📩

shristirani22@gmail.com

2025

📩

shristirani22@gmail.com

2025

📩

shristirani22@gmail.com

2025