MAPPS
MAPPS
MAPPS
Appointment booking system for telecallers by Manipal Hospital
Appointment booking system for telecallers by Manipal Hospital
Appointment booking system for telecallers by Manipal Hospital
Conceptualization
Based of the research, user story and user flow, I started creating the low-fi concepts for primary use cases (Phase- 1)
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.
Why redesign or rather all new MAPPS was needed?
(From both business and user point of view)
Telecallers
The existing MAPPS interface was cluttered and unintuitive, making it difficult for telecallers to navigate quickly during calls.
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.
Telecallers needed a more intuitive, responsive, and purpose-driven tool to reduce cognitive load and improve call efficiency.
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.
Management had limited visibility into call outcomes, agent performance, and lead pipelines.
There was a clear need for a system that supports better data capture, drives conversions, and enhances customer experience.
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.
Application Nature
1. Accessed only on the office network.
a. Mapps
b. Mapps1
c. Both are used.
2. Multiple call centers are using MAPPS just to book appointments.
3. Primary Lead capture is happening from LeadSquare.
4. Agent Monitor Tool : Knowlarity - Have enough information about the agent idle time, total number of calls, leaves and performance etc.
With that the brief was defined as...
We need to design Simple UI. The new UI has to be adopted by all the people and requires training.
Who are we designing for?
What do we want to achieve?
Why is it necessary?
User Profile
Rakesh Sharma
28 yr
Primary User
Experience: 3 years
Location: Bengaluru, India
Education: Bachelor’s degree in Commerce
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. With three years of experience in customer service, Rakesh is familiar with 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 is his goal?
Efficient Appointment Booking
Error-Free Workflow
Access to Accurate Information
Reduce Redundant Steps
What are the frustrations he is facing using MAPPS?
System Latency
Inaccurate Doctor Availability
Rescheduling Issues
Poor Search Functionality
Missing Payment Features
Current Call Journey of Rakesh
Step 1: Rakesh Receives a call on Knowlarity
Automatically Attending Calls while active
Waiting calls and abandoned calls are tracked and assigned back to Rakesh by this system.
Step 2: Rakesh Captures Info on LeadSquare
He asks for personal information like mobile number and updates other information such as name, new or old, hospital, department etc.
Step 3: Rakesh searching on MAPPS
He Searches for Hospital / Department and explains doctor slot availability to customers.
Handling Questions like other alternatives slots, doctor experience incase of a new doctor.
Step 4: Rakesh Confirms on MAPPS
Once he confirms the details, MAPPS has a patient information form, they are updating.
It has a pre registration form for first time customers otherwise he selects patients and submit the form along with slot and doctor information.
He Receives success / error msg after clicking on book appointment
Step 5: Rakesh updates the same in LeadSquare
He updates it like Booked with < Doctor name > on < Hospital name > < area > , on this time < slot time with date > and creates the lead in LeadSquare.
Any specific Questions regarding the hospital / payment and grievances he is transferring the lead to specific hospitals through leadsquare.
Step 6: Reschedule / Cancel
Any Request specific to hospital he again asks for information about hospital / department / mobile number and search in MAPPS and performs the action of reschedule or cancel.
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.
User Story : Understanding the need
Search patient
Call management for booking doctor’s appointment
Booking health package
Manage an existing booking
Design Goals
💡
After conducting the user research, contextual inquiry and analysing the gathered data, I was able to categorise the design goals into these 3 categories
Streamline &
Simplify User Experience (UX)
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.
Introduce key Missing Features
Next Available Slot Functionality: Implement the ability for agents to easily see and select the next available appointment slot for any given doctor.
Appointment Confirmation and Payment Resending: Allow agents to resend payment links and appointment confirmation messages (via SMS or WhatsApp) when needed, improving communication with customers.
Enhanced Search Capabilities: Enable agents to search for patients and appointments using a variety of criteria, such as mobile number, patient name, appointment type, or previous appointment history.
Rescheduling and Cancellation Efficiency: Simplify the rescheduling and cancellation workflows to ensure these actions can be performed quickly and reliably, without technical glitches.
Enhance Data Visibility
Real-Time Doctor Availability: Display doctor availability upfront, including the next available time slots, across different hospitals and departments.
Payment Status Tracking: Provide real-time updates on payment status, allowing agents to track whether payments have been made or pending, and enabling them to resend payment links when necessary.
Accurate Doctor Information: Show detailed doctor profiles, including their experience and availability, so agents could offer informed guidance to customers without referring to external websites like Practo.
User flow
Search patient
Booking Doctor’s Appointment
Booking Health Package Appointment
Booking Vaccination Appointment
Conceptualization
Conceptualization
Based of the research, user story and user flow, I started creating the low-fi concepts for primary use cases (Phase- 1)
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
Aa
Roboto
Regular
Extra Light
Semibold
Bold
Google font
Color
#034EA1
#00B7AC
#034EA1
#00B7AC
Stage 1 :
Log in screens
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
1
Package bookings are happening in low count
2
Limited filter options to search from
3
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
Before Redesign
Before Redesign
65%
3.5 mins
15%
92%
1.8 mins
4%
After Redesign
After Redesign
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.
