Delivering Diagnostic Care at Home
Launching FujiFilm's Home X-ray service
Led service blueprinting, prototyping, and field testing to launch a safe at-home X-ray service during a critical healthcare surge.
Role
Design
Timeline
Jan '25 - Feb '25
Context
During the pandemic, Karachi’s overwhelmed hospitals exposed major gaps in diagnostic access, highlighting the urgent need for safer, more accessible alternatives to hospital-based imaging.
Challenge
We partnered with FujiFilm Pakistan to launch RemoteCare, an at-home X-ray service, designing designing workflows, training protocols, and feedback systems
Goal
Design a patient-centered at-home X-ray service that reduces anxiety, builds trust, and ensures safe, reliable visits.
How might we provide critical X-ray services to patients during lockdown?
Competitive Landscape
I evaluated Karachi’s only portable X-ray provider by experiencing the service firsthand and mapping the journey.
Observation
This revealed two critical gaps: outdated equipment and unclear communication around procedures, both of which increased patient anxiety and reduced trust.
Structuring the Service
Building on competitive insights, I created a service blueprint to align stakeholders, define staff roles, equipment handling, and patient communication protocols.
Prototyping the Experience
With the blueprint ready, I led hands-on roleplay sessions to simulate real home visits with technicians and patients, build provider confidence, improve workflows, and prepare for complex patient scenarios before launch.
Pilot Testing
I piloted the service with friends and family to validate workflows, uncovering usability gaps that led to adding provider checklists and patient padding to improve reliability and safety before launch.
