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Redesigning Access: A UI Approach to Ayushman Bharat
About the Project
Redesigned the Ayushman Bharat hospital portal to streamline registration, reduce fraud, and improve accessibility. The project focuses on simplifying workflows for healthcare staff while ensuring the scheme reaches its intended low-income beneficiaries.
Duration
January 2025 - April 2025
16 Weeks
Deliverables
User Experience Design
User Inerface Design
Research Paper
Indian Healthcare Key States
Current Problems in Healthcare System
While studying government welfare schemes, I noticed a disconnect between intended beneficiaries and actual users in Ayushman Bharat. Despite being a healthcare scheme for low-income families, many genuine beneficiaries struggle with access, while ineligible individuals exploit loopholes to claim benefits.
Background of Ayushman Bharat (PMJAY)
India’s economy has been among the top three fastest growing in the worldover the past several decades, drawing attention from all over the world.
Although India has made impressive progress in many areas, it’s still
considered a Lower Middle-Income
Country (LMIC) by the World Bank. This is largely because its inconsistant growth, there are still big gaps in things like income levels, healthcare access and overall quality of life for many people.
India’s economy has been among the top three fastest growing in the worldover the past several decades, drawing attention from all over the world.
Reasons :
1. Fake Income Certificates
2. Low Awareness Among Real Beneficiaries
3. Documentation Issues
4. Hospital Malpractice
5. Poor UI and Registration Process
Stats show that over 20% of people in India still survive on less than $1.90 a day (based on 2011 PPP). At the same time, a World Bank estimate
suggested that by 2021, more than a third of the India’s population would be between 15 and 35 years old - highlighting both the challenge of poverty and the potential of a huge, youthful workforce.
This large, young population gives
India a unique advantage - it’s one of the reasons there is so much hope for steady economic growth in the coming decades. But this window of opportunity will not last forever as the population will eventually age and the number of dependents will rise.
Process of hospital empanelment in PM-JAY
Problems and Isuues Identified Here :
Problems Faced by Hospitals
1. Delayed Payments
2. Lack of Transparency in Reimbursement
3. Limited Empanelled Hospitals
4. Quality of Services
5. Eligibility and Registration Issues
6. Lack of Transparency in Information
7. Fraudulent Claims
8. Lack of Transparency
9. Unfair Competition
10. Administrative Burden
Problems Faced by Patients
1. Long wait times and appoinment delay
2. Lack of Awareness about scheme
3. Lack of Required Documents
4. Poor App and Website Usability
5. Delays in Approval and Claims
6. Dependancy on other family member
7. Lack of transparency in pricing
What’s Missing ?
Accessibility Issues :
Despite the scheme’s goal of universal healthcare, some beneficiaries face challenges in accessing services due to low awareness, lack of portability across states, and inadequate
infrastructure in certain areas.
Limited Public Awareness :
Many individuals may not be fully aware of the Ayushman Bharat scheme or its digital components, leading to low utilization and engagement.
Unequal Access :
The scheme needs to address inequities in access, particularly for those with chronic illnesses or those residing in rural areas where infrastructure may be limited.
Mission and Vision
Stakeholders
Field Visit
Using Social Media as a Research Tool
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Data collected from the survey - Beneficiries
Data collected from the survey - Hospital Staff
Data collected from the survey - Hospital Staff
The Personas : Beneficiaries
The Personas : Healthcare Staff
Problem Statement
Context :
The Ayushman Bharat Pradhan Mantri Jan Arogya Yojana (PMJAY) is designed to prioritize healthcare coverage for vulnerable and low-income families, not high-income groups. It targets the bottom 40% of the Indian population, focusing on those who may not be able to afford healthcare costs and tertiary.
Problem Statement :
Ineligible individuals exploit the
system using fake documents, poor beneficiaries face digital, procedural, and infrastructural barriers-resulting in partial and uneven access to healthcare services. At the same time, overworked hospital staff struggle with a complex system, long queues, and pressure to process patients
quickly leaving little room for empathy or careful verification.
Solution :
Redesign the PM-JAY portal to be more user-friendly and accessible for healthcare staff and low-income users, while integrating smart checks to identify suspicious registrations. This aims to simplify workflows, reduce staff burden, empower genuine beneficiaries and bring transparency to the system.
Pain Points
Feature Listing
keeping intact the current feature that PM-JAY offers, some additions have been made for a better experience.
This was broken down in two factors : Verification & Security and
Operational Efficiency
What is Verification & Security Feature?
1. AI-based Fraud Alerts
2. Suspicious Case Red-Marking
What is Operational Efficiency?
1. Emergency vs Planned
Operations Filter
2. Simplified UI for Staff
Information Architecture
Wireframes
Design System
User Interface
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