Max Healthcare

Rising hospitalisation costs, a growing elderly population, and a need for personalised medical attention have fueled a rapid increase in India's home healthcare services sector. In line with this reality, Max Healthcare wanted to create a new model for future services, better adapted to the ways in which people seek and manage their treatment. They wanted us to guide them through the process of bringing medical services and expertise to patients in a diverse socio-economic and multilingual environment, filled with challenges of way-finding, service standardisation, brand positioning, and more.

In partnership with Max business stakeholders and healthcare experts, we co-designed a connected home healthcare system from the ground up. We did extensive research to define every touchpoint on the employee-patient journey, we laid out a blueprint for future healthcare services in patients’ homes, and created a digital ecosystem of tools for managing those services. By focusing on doctor-patient interactions, workflow for delivering services, and easy-to-use digital communication tools across devices and channels, we created a platform enabling ease of access to expert caregivers, in the comfort of a patient’s home, ensuring a positive experience for all parties.