eSanjeevani
Redesigning India’s Telemedicine Experience
A UX case study improving accessibility, trust, and clarity in India’s national telemedicine platform — eSanjeevani.
~1 Week
Case Study
2025
Context & Problem Space
What is eSanjeevani?
Why eSanjeevani?
165,000
health related apps available
52%
120k patients served everyday
1:25,000
physician-to-people ratio of rural india.
Active in every state across India
The Challenge
Universal healthcare in India faces barriers of distance, cost, and accessibility, especially in rural areas. While eSanjeevani aims to bridge this gap, usability and adoption issues limit its effectiveness — prompting a deeper exploration through design.
Design Process
The Double Diamond is a design framework that maps the creative process through two main phases: exploring the problem and exploring the solution.
Discover
Research Phase
Using the existing application
I conducted a Think-Aloud session to document my first-time user experience with eSanjeevani.
Secondary Research
Insights from Research Papers
I reviewed research papers on telemedicine in India to understand its challenges. The insights highlighted issues of trust, accessibility, and adoption, emphasizing the need for human-centered design in eSanjeevani.
App Reviews by Users
App is not user-friendly.
Confusion about doctor availability, what does idle mean?
Unanswered calls.
Difficulty in entering and saving details.
Each added member requires a unique e-mail.
Some users reported the diagnosis being free as very good.
Audit
Existing Information Architecture
Comparative Analysis
Who's using eSanjeevani?
Define
Information Gathering & Affinity Analysis
I organized all identified pain points using affinity analysis, grouping them into four key categories — Features, User Experience, Digital Literacy & Context, and User Trust — to uncover patterns and guide focused ideation.
User Experience
User Trust
Features
Digital/Context
Literacy
Action Priority Matrix
Key Insights
Unclear Doctor Availability
Users have no visibility into doctor schedules or availability during the consultation process, leading to confusion, wasted effort, and frustration when no doctors are found at the end.
Lack of Trust and Transparency
Hidden doctor qualifications, absence of visible verification, and uncertainty around data protection weaken user trust in both the platform and its medical authenticity.
No Follow-up Mechanism
The system lacks a structured follow-up flow, preventing users and doctors from maintaining continuity of care after initial consultations.
Inefficient and Uninformative Booking Flow
Users face dead ends and unanswered calls when doctors are unavailable, with no alternatives or waiting time information, resulting in a poor and incomplete experience.
Overwhelming and Unrewarding Process
The booking process lacks clarity, structure, and feedback, creating unnecessary cognitive load and emotional fatigue. Users don’t receive confirmations or clear progress indicators, making the experience feel uncertain, unrewarding, and demotivating, which ultimately discourages continued engagement with the platform.
How Might We? Statement
How might we create a simpler, more transparent, and trustworthy teleconsultation experience for users like Sunita Devi, who have limited digital literacy and rely on eSanjeevani for accessible healthcare; ensuring they can easily find available doctors, trust the system’s credibility, and complete their consultation journey confidently and without confusion?
Design
Ideation for a solution
Overwhelming and Unrewarding Process
The booking process lacks clarity, structure, and feedback, creating unnecessary cognitive load and emotional fatigue. Users don’t receive confirmations or clear progress indicators, making the experience feel uncertain, unrewarding, and demotivating, which ultimately discourages continued engagement with the platform.
Design Goal
To reduce cognitive load and uncertainty, improving user confidence and satisfaction through consistent, reassuring feedback.
Inefficient and Uninformative Booking Flow
Users face dead ends and unanswered calls when doctors are unavailable, with no alternatives or waiting time information, resulting in a poor and incomplete experience.
Design Goal
To reduce friction and user abandonment, creating a smoother and more informative experience throughout the booking process.
No Follow-up Mechanism
The system lacks a structured follow-up flow, preventing users and doctors from maintaining continuity of care after initial consultations.
Design Goal
To strengthen continuity of care and improve patient outcomes by keeping both parties engaged and informed post-consultation.
Lack of Trust and Transparency
Hidden doctor qualifications, absence of visible verification, and uncertainty around data protection weaken user trust in both the platform and its medical authenticity.
Design Goal
To build user trust and credibility, making the system feel transparent, reliable, and secure for first-time and recurring users.
Design
Re-worked Information Architecture
Wireframing Ideas
UI
UX4G 2.0
The redesign was developed using the UX4G 2.0 Design System, a standardized framework created for Indian government applications and digital initiatives, ensuring consistency, accessibility, and compliance with official design guidelines.
The dashboard highlights unavailability, suggests nearby OPDs or neighbouring states if there's availability, and provides a ‘Check OPD Timings’ button for scheduling convenience.
Booking Consultation
Doctor Selection Transparency
Users can view and choose doctors based on experience, specialization, and preferred language, making the process clear, credible, and trustworthy, addressing Lack of Trust and Transparency.
Consultation Scheduling
Users can schedule consultations for a later time, with updates sent to both doctor and patient, ensuring a smooth, informed, and flexible booking experience; addressing Inefficient and Uninformative Booking Flow
The Prototype
Usability Testing
Ease Of Use
Confidence & trust while using app
User satisfaction rating
Users reported clearer icons,
simple navigation and language.
