RemoteCare

Launching a Home X-Ray Service

Services

Service Design, UI/UX Design, Ethnography
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X-Rays Conducted
0 Cities
Launched

Introduction

HOW IT BEGAN

Remote Care is a first of its kind home X-Ray service to be launched in Pakistan by Fujifilm, in partnership with Designist.

CHALLENGE

Patients who are elderly, immobile, and differently-abled, find it difficult to visit hospitals and diagnostic Centers.
With the launch of Fujifilm’s ultra portable X-ray camera, the possibilities of conducting home X-rays has become a lot easier - in contrast to traditional home X-rays which were cumbersome to set up and only deployed in extreme cases. The challenge was to improve the user experience and service delivery.

our role

Designist was engaged to Service Design, in real time, the end-to-end experience of RemoteCare. This included, branding and the over all Service Delivery touch points - from customer inquiry to report delivery.
Our goal was to successfully launch a patient-centric Home X-Ray Service that sets a new standard of health care in Pakistan.

Research Phase

Our team conducted mystery shopping to understand the competitor landscape. We observed how other companies'
service delivery was carried out in order for us to learn about
what they were doing well and identify gaps on where
RemoteCare could have had a competitive edge.

Design Phase

After learning about the current landscape - we collaborated with the team to create service blueprints that map out how the service should be delivered.

Following the blue prints, we designed all the touch points which included:
  • Booking an appointment via a call or website
  • The protocols for how the appointment should be carried out in consultation with medical professionals including Doctors, Radiographers and Radiologists
  • How the reports should be printed and delivered to the patient

    • Image blurred for data sensitivity

    Additionally, we created the entire brand identity for
    RemoteCare including the logo, brand collaterals and
    communication materials.

    The Outcome


    After 4 months of research and development, RemoteCare successfully launched in Karachi, Lahore, and Islamabad - completing more than 1,500 X-rays.

    Designist continues to support RemoteCare in iterations of their service delivery and is working on creating new experiences for partnerships with businesses and other hospitals to extend their health care services.

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