Care Concierge
A live tracker for cashless hospital admissions that keeps patients, families and claims teams on the same page.
Role
Senior Product Designer
Timeline
16 weeks
Team
Service, ops and tech squads
Platform
Mobile + Ops Console
Sector
Healthcare
(01)
Problem
Families waiting on cashless approval at the hospital had no idea where their request stood. Calls flooded the support line while claims teams juggled updates over email and phone.
(02)
Approach
Map the whole service
We ran a service blueprint across patient, hospital desk and claims operations to find every hand-off where information was lost.
One timeline for everyone
Patients see a simple status timeline with clear next steps. Ops teams work from the same events in a console, so every update reaches the family instantly.
(03)
Results
−52%
Status-check calls
3×
Faster ops updates
92%
Families felt informed
Families now get proactive updates at every stage, and claims teams spend their time approving cases instead of answering phones.
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© 2026 Saki Kumar — Bengaluru