UX, UI, Design Research
Case Study: TEEKA टीका
Simplifying Vaccine Booking and Tracking for India's
Urban and Rural Populations
DURATION:
4 Hours
SKILLS:
User Experience, Design Research, Autobiographical Design, UI, Visual Design, Digital Prototyping, System Design
TEAM:
Individual
Teeka is a comprehensive vaccine booking and tracking platform, designed to address the challenges faced by the Indian public, especially elderly and marginalized communities, in securing COVID-19 vaccines. With both a mobile app and an IVR (Interactive Voice Response) service, Teeka ensures that internet access or smartphone availability never becomes a barrier to receiving healthcare. The app simplifies the process through accessible design, intuitive navigation, and multi-modal support, making vaccine access seamless for users across rural and urban India.
Problem Statement
When India rolled out COVID-19 vaccinations, many people, particularly the elderly and those in marginalized communities, found it difficult to book appointments due to unreliable internet and a lack of smartphones. This problem was exacerbated in rural areas where language and lack of digital literacy made accessing healthcare harder. While India managed to distribute vaccines successfully anyway, the existing vaccine registration system was not designed to accommodate everyone, making it essential to develop a simpler, more inclusive solution.
Challenges Identified
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Lack of Reliable Internet: In some parts of rural India, internet connectivity is often intermittent, creating a significant barrier for users attempting to book vaccine appointments through online channels.
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Limited Access to Smartphones: Many marginalized populations, particularly the elderly, do not have smartphones, preventing them from using app-based services. Even those who do have smartphones can find it tough to utilise it for purposes other than calling.
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Urban Elderly Population Needs: Older urban residents found current platforms stressful due to small fonts, cluttered designs, and complex workflows.
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Family Units: India has a tightly knit family unit. In In most households, multiple generations live under one roof and the care of the elderly and children also fall on the shoulders of one or two individuals in the family. The current system did not allow multiple bookings to be made from the same ID for different individuals. This made it cumbersome since it was often one person making multiple bookings for the family.
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Language Issues: For many in rural India, language barriers and unfamiliarity with digital interfaces posed significant challenges.
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Healthcare Accessibility Beyond the Internet: Ensuring that access to vaccines was available through both internet and non-internet platforms was critical for widespread inclusion.
DESIGN SOLUTIONS
The development of Teeka involved making specific design decisions aimed at removing barriers to vaccine access:
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IVR Integration for Rural Populations:
To serve users without internet or smartphones, Teeka includes an IVR service, allowing people to book appointments over a simple phone call. This service caters to rural and marginalized populations, ensuring equal access to vaccines regardless of technological limitations. -
Mnimising text dependency: Recognizing the linguistic diversity of India, Teeka minimizes reliance on text by incorporating familiar icons. This allows users to understand the app’s functions without needing fluency in a specific language. However, the app is also available in multiple Indian languages
App with focused a Clutter-Free Interface for clarity
The Teeka app was designed with a minimalist, easy-to-navigate interface, using larger fonts and clear icons to reduce strain and frustration, particularly for elderly urban users.Simple design elements create a stress-free experience.
Video Information for Clarity
In rural areas where literacy and language can be barriers, Teeka uses video tutorials and informational content. These videos explain the vaccination booking process in simple terms, overcoming language or text-based limitations.
Multi-User Access
Understanding that familly often have one person that makes vaccine bookings, Teeka allows users to make multiple profiles for different members of the family. This feature makes it easy for multiple individuals to register and track appointments using the same account, ideal for families or caregivers managing the vaccination process for several people.
Simple and streamlined Vaccine Tracking
Tracking vaccination appointments and schedules is made effortless with a single-step tracking feature. Users can quickly access their booking status and receive updates on their next steps without navigating multiple screens.
Teeka successfully simplifies the vaccine booking and tracking process for both urban and rural populations across India. By accommodating different user needs—whether it's a tech-savvy urban elderly or a rural resident without internet—Teeka bridges the gap, ensuring equitable access to the vaccine booking system during the pandemic. The app and IVR system work hand-in-hand to ensure that access to healthcare is not limited by technology. The design choices made in the development of Teeka reflect a deep understanding of the challenges faced by India’s most vulnerable populations. Through its combination of technology, thoughtful design, and attention to user needs, Teeka demonstrates how inclusive design can positively impact public health outcomes.