Sehat Clinics

Two weeks at reception desks, one queue screen, and three WhatsApp messages that let patients wait at home.

UX design intern with a designer and two engineers · Jan – Jun 2024 · Health · web and WhatsApp

Time in the waiting room went from 52 to 19 minutes.

"How long?" questions at reception fell by 70%.

The reception queue: tokens in order and who is with the doctor

The waiting room

At 10 am the Kothrud clinic had 31 people in a room for 20. Nobody knew when their turn would come, so nobody dared to leave, and the receptionist answered "how long?" about once a minute.

A designer drawing a flow of boxes and arrows on a whiteboard — Mapping a morning at reception, minute by minute.

Designers and clinic staff in a meeting room around a whiteboard — Walking the clinic staff through the new queue.

What I designed

A queue screen for reception: tokens in order, who is with the doctor, and one button for "doctor running late".
Three WhatsApp messages for patients: your token and roughly how long, you're next, and the doctor is running late.

Three states of token A-17: waiting about 20 minutes, you're next, and doctor running 15 minutes late — The three messages, designed together so they read the same.

“Now people go to the chemist, have tea, and come back when the message comes. My room is quiet.”

Receptionist, Sehat Kothrud

What changed

19 minin the waiting roomdown from 52

−70%"how long?" questionsat reception

6clinicsall in Pune