Tejaas Tamilselvan
Naruvi Hospitals — Case Study

How fragmented front desk interfaces cripple the patient experience.

Role
Associate Senior UX Designer
Scope
Research, UX strategy, wireframes, UI
Client
Naruvi Hospitals
Context

Why are we solving this problem?

Market

Healthcare in India is scaling rapidly, but hospital management software hasn't kept pace.

Product

Across the industry, HMS platforms are built around backend logic rather than real workflows, leaving front desk teams with broken interfaces & fragmented tools that slow them down when it matters most.

Impact

Consequences are real: longer wait times, billing errors, delayed emergency response & a patient experience that falls short of modern healthcare standards.

My Role & Team

I'm an Associate Senior UX Designer.

End-to-end ownership of the engagement, spanning stakeholder discovery, UX strategy (information architecture and user flows), wireframing, selective UI design, and ongoing client management.

Shivi Ravisankar
Lead UX Designer
Sangeerthani M
Senior UX Designer
Suryaprakashan V
Senior UI Designer
Approach

Proactive Discovery

HYP

Data-Backed Hypothesis

To lead a more productive discovery workshop, we entered the session with a strong, data-backed hypothesis complete with initial UX, user flows and wireframes. This allowed us to shift the conversation from brainstorming to collaborative stress-testing.

OBS

In The Wild Observation

Beyond the boardroom, we conducted "in-the-wild" observation, embedding ourselves with front-desk, nursing & triage teams. By identifying repetitive bottlenecks & friction points in real-time, we grounded our design strategy in verified user behaviour rather than assumptions.

Findings

Insights From Discovery

Modular architecture insight — independent hospital modules
01

Modular Architecture

We shifted from a monolithic system to structurally independent modules, enabling hospitals to toggle features like OPD and Emergency on or off to suit their specific needs.

Context-specific workflows insight — tailored triage, billing and nursing views
02

Context-Specific Workflows

We tailored workflows, information hierarchies and task sets to align with the unique priorities and operational needs of the triage, billing, and nursing teams.

Show-on-demand insight — hidden-by-default UI surfaced on search
03

Show on Demand

To combat staff overload, we implemented a "show-on-demand" interface that hides clutter by default, surfacing critical data only when a specific search or task is initiated.

Execution

Design Strategy

OP Dashboard screen — patient search, registration and workload metrics
01 / 05

OP Dashboard

The Approach

Designed around two primary tasks — patient search and new registration. A search-first approach keeps the interface focused, while key operational metrics provide quick workload visibility without clutter.

What It Solves
  • Reduced cognitive overload by hiding unnecessary patient data
  • Helped staff locate patients faster during busy OPD hrs
  • Prioritized high-frequency actions, reducing navigation effort
  • Enabled staff to quickly assess workload and prepare for patient surges through operational insights
Doctor ROTA screen — daily-first scheduling interface
02 / 05

Doctor ROTA

The Approach

Scheduling shifted from a calendar-centric design to a task-centric one. User research revealed that front desk staff primarily work with the current day, leading to a daily-first scheduling experience. Frequently performed actions were surfaced instead of being hidden inside calendar interactions.

What It Solves
  • Reduced mental effort caused by viewing unnecessary weekly schedules
  • Increased discoverability of common actions
  • Made appointment scheduling easier to scan and manage
  • Improved operational efficiency during real-time schedule changes
ER Registration screen — progressive intake form prioritized by urgency
03 / 05

ER Registration

The Approach

The registration experience was designed around the principle of care-before-documentation. Information was prioritized according to clinical urgency, ensuring only essential details were required before treatment could begin, while less critical information could be completed later.

What It Solves
  • Prevented administrative delays during emergency admissions
  • Eliminated cognitive load by distributing information across progressive steps
  • Eliminated unnecessary fields that were irrelevant during emergency intake
  • Supported faster patient movement into triage
Triage screen — clinical decision support and unified search
04 / 05

Triage

The Approach

The triage workflow combined clinical decision support with streamlined interactions. Automation handled Glasgow Coma Scale calculations and intelligent bed recommendations, while the interface simplified decision-making by replacing multiple navigation patterns with a unified search-driven experience.

What It Solves
  • Reduced manual calculations during critical situations
  • Assisted clinicians in making faster bed allocation decisions
  • Eliminated unnecessary interaction steps
  • Lowered cognitive effort in high-pressure clinical environments
Bed Management screen — occupancy status and discharge planning
05 / 05

Bed Management

The Approach

The module evolved from a simple tabular view into a context-aware operational workspace. Visual codes increased information density while remaining readable, and available workflows changed dynamically based on bed status. Additional workflows supported simultaneous request handling and discharge planning.

What It Solves
  • Improved visibility of hospital-wide bed availability
  • Reduced ambiguity by surfacing only relevant actions
  • Made occupancy status easier to understand at a glance
  • Improved patient flow through proactive discharge management and streamlined bed allocation
Reflection

My Takeaways

👥

Team

Collaborating closely with a Senior UX & Designer taught me how to divide ownership effectively, communicate design rationale with confidence, and use feedback to strengthen solutions rather than defend them.

🏥

Healthcare

This was my first healthcare project, and spending time inside Naruvi Hospital from the front desk to ward and departments gave a firsthand understanding of hospital operations. Observing front desk staff handle hundreds of patients under constant pressure helped ground the design workflows in real-world behaviour instead of assumptions.

✎

Design

Designing the Front Desk module strengthened my ability to think beyond happy paths by accounting for operational edge cases. It also expanded my UI experience and reshaped how I approach information architecture for complex enterprise products serving multiple roles with different priorities.

Thank You

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