Overview

The Healthcare Exam Platform is a certification and assessment tool used by medical professionals across India. The existing platform suffered from poor usability — complex navigation, cluttered layouts, and low exam completion rates. I was brought in to conduct a full UX redesign to improve clarity, reduce cognitive load, and increase completion rates.

My Role

Senior UX Designer (End-to-End)
Client: TCS / Healthcare Division
Duration: 6 months
Tools: Figma, Adobe XD, Maze (usability testing)

Problem Statement

Medical professionals were abandoning exams mid-way due to confusing navigation and poor information hierarchy. The platform had a 38% drop-off rate during certification exams, and support tickets related to "can't find questions" or "lost progress" were high.

Research & Discovery

Conducted 12 user interviews with doctors, nurses, and exam administrators. Key pain points: unclear progress indicators, no save-and-resume feature, poor mobile experience, and inaccessible typography.

Design Process

1. Information Architecture — Restructured the exam flow into logical sections with clear milestones.

2. Wireframing — Created low-fidelity wireframes for 3 alternative navigation patterns.

3. Usability Testing — Ran A/B tests with 20 participants using Maze; identified the optimal layout.

4. High-Fidelity Design — Built a clean, WCAG-compliant design system in Figma with accessible color contrast.

Key Improvements

• Added a persistent progress bar and section navigator
• Introduced auto-save with visual confirmation
• Redesigned question cards with improved typography and whitespace
• Built a responsive layout optimized for tablets used in clinical settings

Results

• Exam completion rate improved by 42%
• Task completion time reduced by 28%
• Support tickets dropped by 60% post-launch
• NPS score from medical staff improved from 34 to 67