akshay mahimtura

ux and product designer

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Accessible healthcare

Connecting U of T students to the healthcare they need.

TCare value proposition


Product: TCare is an app that streamlines University of Toronto (U of T) students' booking experience for Health & Wellness clinic appointments. It serves as a platform for students to seek information about insurance and healthcare at the university, and access their insurance coverage directly through the app.

TCare splash page iPhone mockup

Watch TCare promo video.

Problem: Booking an appointment with Health & Wellness is a lengthy and tedious process. Students must navigate five different websites, send multiple emails, make several phone calls, and fill out numerous forms just to book an appointment.

Goal: Design a solution that facilitates quick and smooth booking of Health & Wellness appointments, and allows students to effortlessly find information about both Health & Wellness and their insurance.

Client: Innovation Hub, University of Toronto.

My Role: Product designer and project manager.

Project Duration: Fall 2021 (12 weeks)

Foundational User Experience Research

Based on secondary research and conversations with peers, my team and I identified that accessing healthcare is a problem for many U of T students, so we decided to investigate this issue to see where the problems lie. We interviewed and surveyed U of T students on their experiences with Health & Wellness services at the university.

User Experience Research Methods: Surveys and Interviews Infographic
User experience research methods

Affinity Diagram

I led an affinity diagramming session, wherein we used a "space saturate and group" approach, using inductive reasoning to identify themes and insights from primary research, forming ‘clusters’ of problems.

My teammate and me placing sticky notes on a whiteboard as part of affinity diagramming
My teammate and me (left) affinity diagramming

We noticed three key clusters of user pain points:

Annotated Affinity Diagram Showing Key Clusters of User Pain Points Circled
Annotated affinity diagram showing key clusters of pain points
View full research report.


To better understand users' needs, experiences, behaviours and goals, we developed a primary persona: Gabby, the Globetrotter. Gabby's persona is based on a careful analysis of our user interviews and affinity diagram.

Persona: Gabby, the Globetrotter
Primary persona: Gabby, the Globetrotter

Experience Mapping

We engaged in experience mapping to understand how Gabby might approach using our product, and ideate around the experience we wanted to provide for her. We mapped Gabby’s current state experience ("as is"), identifying the steps she presently needs to take to book an appointment at the Health & Wellness Clinic, and the actions, thoughts, and feelings that accompany them. Next, we mapped how we envisioned Gabby's future state experience ("to be") with our design solution. Her actions, thoughts, and feelings change dramatically for the better.

Gabby's current state (as-is) experience map
Gabby's current state (as-is) experience map
Gabby's future state (to-be) experience map
Gabby's future state (to-be) experience map

Big Ideas

To brainstorm some "big ideas" that could be transferable to our design solution, my teammates and I spent eight minutes individually sketching our ideas out on stickies. We then each casted votes for ideas based on how feasible or impactful we felt the ideas were.

Whiteboard with sticky notes showing drawings of big ideas with marker votes in two different colours next to them
Big ideas

Once we casted our votes, we created a prioritization grid to narrow our focus on a potential solution. Marginal gains represent those with a low amount of feasibility and impact votes. Big bets have the potential for high impact, but may not be feasible. Quick wins are those that are highly feasible, but not necessarily impactful. Home runs are highly feasible with the potential for tremendous impact on our persona.

Prioritization grid for big ideas
Prioritization grid

Low-fidelity Prototype

Based on our analysis, we created a low-fidelity prototype encompassing four key flows: onboarding, seeking Health & Wellness and insurance information, booking, and viewing live clinic wait times.

TCare low-fidelity onboarding flow screens TCare low-fidelity seeking information flow screens TCare low-fidelity booking flow screens TCare low-fidelity live wait times flow screens

Lean Evaluation

To get initial, high-level feedback on our app, we recruited three U of T students—two undergraduates and one graduate student—from public spaces on campus. Our participants completed the four main flows: onboarding, seeking Health & Wellness and insurance information, booking an appointment, and checking live wait times. I then conducted semi-structured interviews about their views on the app’s low-fidelity prototype and flow.

Lean evaluation infographic
Lean evaluation

Key Changes

Based on user feedback from the lean evaluation, I made some key changes, three of which are included below:

Medium-fidelity Prototype

We created a clickable medium-fidelity prototype, iterating on the low-fidelity prototype by implementing the findings from the lean evaluation.

TCare medium-fidelity onboarding flow screens TCare medium-fidelity seeking information flow screens TCare medium-fidelity booking flow screens TCare medium-fidelity live wait times flow screens

Usability Testing

For our usability tests, we recruited students—two undergraduate and two graduate—waiting for their appointments at the U of T Health & Wellness clinic as we knew they would be familiar with the existing booking process. I asked them to perform four tasks corresponding to the four different flows in the prototype. I conducted brief post-task interviews for more granular feedback, and a summative interview after the test to gather high-level insights about their experiences.

Examples of tasks included:

Usability Testing Infographic
Usability testing procedure

Based on user responses and feedback, I summed up the key findings from the usability test as follows:

Usability testing key findings infographic
Usability testing key findings

Next Steps

TCare next steps

Reflection & Takeaways

Group photo of team with Prof. St-Cyr and Velian Pandeliev
Me (second from right) and my team with Prof. St-Cyr and Velian Pandeliev

This was a challenging yet rewarding project to work on. Thank you for checking it out. I welcome feedback.

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