Call4Svasth x UBS Optimus Foundation
Innovating Telecare Health Solutions through Human-Centered Design
A comprehensive telehealth initiative serving over 100,000 marginalized individuals across India and Bangladesh.
The Challenge
In India, where healthcare access remains a critical challenge for marginalized communities, the digital divide creates an additional barrier to telehealth solutions. With India ranking last globally in health and survival indicators (Gender Gap Report 2022), vulnerable populations face compounded challenges: high care costs, stigma, extensive travel times, and limited public health resources. Traditional telemedicine solutions often fail to reach these communities, highlighting the need for a more integrated, human-centered approach.
My Role & Contribution
As Product Design Lead, I spearheaded the development of a revolutionary "Phygital" healthcare model—a hybrid approach combining digital innovation with physical community engagement. My work focused on:
Design and Prototyping
Designing and prototyping a comprehensive patient management system enabling real-time monitoring and reporting
Community Engagement
Orchestrating community engagement through local health workers, building trust and ensuring effective communication
Addressing Digital Barriers
Developing solutions for digital access barriers through targeted training and language-inclusive design
Continuous Feedback Loop
Establishing continuous feedback mechanisms to iterate and improve services based on community needs
Request Management System User Flow
The Solution: A Holistic Care Platform
Call4Svasth (C4S) emerged as a scalable, cost-effective platform integrating three core services:
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Tele-Health: Primary care and triage conducted by trained nurses, supported by protocol-driven tele doctor oversight.
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Tele-Share: Mental health counseling addressing stress, anxiety, and gender-based violence
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Tele-Help: Facilitation of social protection services and government entitlements.
The platform's success relies on its hybrid model, where community health workers serve as local champions, bridging the trust gap between technology and tradition.
Impact & Outcomes
The initiative has transformed healthcare delivery across ten locations, achieving:
Enhanced health-seeking behavior through accessible teleconsultations
Strengthened community resilience through local capacity building
Improved mental health support and community well-being
Reduced healthcare access costs and time barriers
Increased health literacy and system navigation capabilities
Advanced health equity through culturally relevant care
Key Learnings
This project reinforced crucial principles in design management:
Deep community engagement is essential for effective intervention design
Bridging digital divides requires hybrid solutions that balance technology with human touch
Holistic approaches addressing physical, mental, and social well-being create lasting impact
