1. Case Study - 2021
Evaluation of Existing Booking Module of Cowin
Mobile Site
Ashwini Shetty
2. UX Objectives
(Goals / Motivations / The Why)
• Goal/Vision - why site needs to be made better ?
• Understanding Existing Flow
• Understanding user problems/challenges
• Proposed Solutions against current UI
3. THE WHY
Src : https://www.freepressjournal.in/analysis/in-the-2nd-wave-not-only-is-rural-india-hard-hit-but-getting-
a-shot-at-the-jab-is-harder-cowin-in-english-further-complicates-matters-writes-aditi-madan
8. USER PROBLEMS / CHALLENGES
As per data gathered from questioning 3 people in the age group of
18 - 52, there are a set of issues that could be tackled in the
current website
• No direct updates from the site. Users use third party apps for updates
• Vague Locality & Center Information. No map option after login
• When clicked on schedule, user is redirected to search page with no
pre-loaded recommendation. User has to search manually, by the
time which appointments are already booked
• Once searched, no separate option to reload/refresh results
• Vaccination Details mismatch before and after login
Inputs by :
27 year old working male , urban , has Dependant father
27 year old working female, urban , has Dependant
Parents and a sibling
52 year old working female, urban, has Dependant
Husband and kids
* All 3 are tech savvy
10. Time is crucial
It has been noted that, there have been several
cases of OTP receiving issues, which consumes
time
We can give user a QR code login option during
second time login instead of entering mobile no.
Once scanned, user will automatically receive OTP
on his registered mobile no
The QR code scan will take less time than inputting
actual number and will ensure quick login
11. Get updates
User could be given an option of getting open slot
updates so they don’t have to use third party apps
for reminders
12. Search by proximity
Some people prefer close proximity vaccination
locations. Reasons could be health issue, wage
issue for laborers, travel issues.
Currently the search by map option is available only
before login
Search by maps/proximity should be available after
login too
13. Preloaded search results
Currently , when the user clicks on a slot, they are
redirected to page with Search option and no center
recommendations
If we take the pincode from the user while
registering, we could use the pincode to recommend
vaccination centers, even when user hasn’t
searched anything
* Refer next slide for proposed flow
14.
15. Reload/Refresh
Users need a refresh option when they search for
results, which is currently missing on cowin
16. Walk in option
Users could be given the indication in the search
result page, that a particular center has walk in
available so they don’t have stress over the booking
process
17. Locate center
Due to the vagueness of the address and for user
ease, we could give map option to the user.
This will help the user to open an accurate location
for their booked vaccination center (only in case of
scheduled appointment), ensuring no mistake on the
vaccination day
18. Unclear cancel option
The cross icon indicates by the ideal standard that
the card can be closed.
But it is a cancel appointment option
This cross can be removed and a button could be
added besides the reschedule option
19. Critical info after scroll
Critical information like these could be placed below
the search bar as a note so user is aware and avoids
irritation and inconvenience
20. Conclusion
(Observations)
• Cowin’s UX needs many improvements and updates
• I couldn’t explore the UI side of the site. But it was observed that, critical
information were clubbed with data that could be ignored. These data could be
highlighted with colors and font-sizes
• Overall scrolls could be reduced, as the user flow for Cowin app is time crucial
• Many updates where also noted, like the “Raise issue” module after login
