BMC Health Portal
BMC Health Portal
A citizen‑first Healthcare Portal that simplifies access to real‑time Facility Information, Location Mapping, Inquiries, and Support for millions of Mumbai residents.
A citizen‑first Healthcare Portal that simplifies access to real‑time Facility Information, Location Mapping, Inquiries, and Support for millions of Mumbai residents.
Accessibility‑Compliant
Digital Governance
Scalable Platform
CMS Integration
My Role
UX Designer
Responsibilities
Led end‑to‑end UX/UI design of a citizen‑facing healthcare information website for BMC.
Defined information architecture, user flows, and key features for facility discovery, GIS mapping, and inquiries.
Ensured WCAG and GIGW compliance with a strong focus on accessibility and inclusivity.
Designed a scalable CMS to manage dynamic content efficiently.
Collaborated with BMC officials and iterated designs based on stakeholder feedback.
Client
Municipal Corporation of Greater Mumbai (MCGM)
Duration
2 Months
Platform
Responsive Web
Tools Used
Background & Context
Background & Context
A City Powered by Public Healthcare
A City Powered by Public Healthcare
A City Powered by Public Healthcare
This report presents key statistics that illustrate our initial grasp of the project's scope and scale, reflecting the clients' requirements.
This report presents key statistics that illustrate our initial grasp of the project's scope and scale, reflecting the clients' requirements.
434+
434+
434+
Sq. km Area Covered
Sq. km Area Covered
Sq. km Area Covered
Brihanmumbai Municipal Corporation (BMC) manages one of India’s largest public healthcare networks, serving millions of citizens across Mumbai.
Brihanmumbai Municipal Corporation (BMC) manages one of India’s largest public healthcare networks, serving millions of citizens across Mumbai.
This ecosystem includes hospitals, maternity homes, dispensaries, and specialty healthcare facilities distributed across the city.
This ecosystem includes hospitals, maternity homes, dispensaries, and specialty healthcare facilities distributed across the city.
Despite the scale, there was no single digital platform acting as a unified source of healthcare information.
Despite the scale, there was no single digital platform acting as a unified source of healthcare information.
450+
450+
450+
Healthcare Facilities
Healthcare Facilities
Healthcare Facilities
20M+
20M+
20M+
Population as of 2021
Population as of 2021
Population as of 2021
What the Organization Needed
What the Organization Needed
What the Organization Needed
BMC required an official, dependable digital platform to represent its public healthcare services. The solution needed to:
BMC required an official, dependable digital platform to represent its public healthcare services. The solution needed to:
Support frequent updates and dynamic content and citizen-centric approach
Support frequent updates and dynamic content and citizen-centric approach
Integrate real-time Healthcare facility data with accurate details
Integrate real-time Healthcare facility data with accurate details
Scalable for future Healthcare initiatives that doesn’t require tech support
Scalable for future Healthcare initiatives that doesn’t require tech support
Comply with government digital, accessibility, and governance guidelines
Comply with government digital, accessibility, and governance guidelines
Support frequent updates and dynamic content and citizen-centric approach
Scalable for future Healthcare initiatives that doesn’t require tech support
Integrate real-time Healthcare facility data with accurate details
Comply with government digital, accessibility, and governance guidelines
Opportunity to Bridge the Gap
Opportunity to Bridge the Gap
Opportunity to Bridge the Gap
BMC required an official, dependable digital platform to represent its public healthcare services. The solution needed to:
BMC required an official, dependable digital platform to represent its public healthcare services. The solution needed to:
Design a centralized, citizen-first healthcare information platform
Design a centralized, citizen-first healthcare information platform
Design a centralized, citizen-first healthcare information platform
Make public healthcare information discoverable, reliable, and accessible
Make public healthcare information discoverable, reliable, and accessible
Make public healthcare information discoverable, reliable, and accessible
Balance citizen usability with BMC’s operational, technical, and policy requirements
Balance citizen usability with BMC’s operational, technical, and policy requirements
Balance citizen usability with BMC’s operational, technical, and policy requirements
Stakeholders & Constraints
Stakeholders & Constraints
The People Behind the System
The People Behind the System
The People Behind the System
Key stakeholders who will be directly involved in management, decision-making, and will benefit directly.
Key stakeholders who will be directly involved in management, decision-making, and will benefit directly.
End Users (Citizens)
End Users (Citizens)
Sought clear, accessible, and reliable healthcare information, especially facility locations, services, and contact details through a single platform that works across devices and supports diverse accessibility needs (WHO, 2022).
Sought clear, accessible, and reliable healthcare information, especially facility locations, services, and contact details through a single platform that works across devices and supports diverse accessibility needs (WHO, 2022).
BMC Officials
BMC Officials
Needed an official, compliant, and trustworthy digital platform that accurately represents public healthcare services while aligning with government policies, branding, and governance standards (Government of India, 2019).
Needed an official, compliant, and trustworthy digital platform that accurately represents public healthcare services while aligning with government policies, branding, and governance standards (Government of India, 2019).
Content Management Teams
Content Management Teams
Required a simple, flexible CMS to update facility information, services, and announcements frequently without technical dependency, ensuring the platform remains current and reliable over time.
Required a simple, flexible CMS to update facility information, services, and announcements frequently without technical dependency, ensuring the platform remains current and reliable over time.
Boundaries That Shaped the Design
Boundaries That Shaped the Design
Boundaries That Shaped the Design
Working within real-world constraints meant designing not just for users, but also for policy, governance, and long-term system sustainability.
Working within real-world constraints meant designing not just for users, but also for policy, governance, and long-term system sustainability.
Government Branding & Compliance
As an official BMC platform, the website had to strictly follow government-prescribed branding, information hierarchy, and digital governance norms. These requirements limited visual experimentation but ensured trust, legitimacy, and consistency across public digital services (Government of India, 2019).
WCAG & GIGW Accessibility Guidelines
Accessibility was a non-negotiable constraint. The platform needed to comply with WCAG standards and India’s Guidelines for Indian Government Websites (GIGW), ensuring usability for people with visual, motor, and cognitive impairments. This directly influenced color contrast, typography, navigation patterns, and interaction design (W3C, 2018; Government of India, 2019).
Content Accuracy and Scalability
Healthcare information is highly sensitive and frequently updated. The system had to support accurate, real-time data while scaling across hundreds of facilities without introducing inconsistencies—requiring a structured content model and controlled publishing workflows (ISO, 2018).
Designing for the Future, Not Just the Present
The platform needed to be future-ready—capable of supporting new facilities, services, integrations, and policy changes without requiring a complete redesign. This constraint pushed the design toward modular layouts, reusable components, and CMS-driven flexibility (Nielsen Norman Group, 2020).
Government Branding & Compliance
As an official BMC platform, the website had to strictly follow government-prescribed branding, information hierarchy, and digital governance norms. These requirements limited visual experimentation but ensured trust, legitimacy, and consistency across public digital services (Government of India, 2019).
WCAG & GIGW Accessibility Guidelines
Accessibility was a non-negotiable constraint. The platform needed to comply with WCAG standards and India’s Guidelines for Indian Government Websites (GIGW), ensuring usability for people with visual, motor, and cognitive impairments. This directly influenced color contrast, typography, navigation patterns, and interaction design (W3C, 2018; Government of India, 2019).
Content Accuracy and Scalability
Healthcare information is highly sensitive and frequently updated. The system had to support accurate, real-time data while scaling across hundreds of facilities without introducing inconsistencies—requiring a structured content model and controlled publishing workflows (ISO, 2018).
Designing for the Future, Not Just the Present
The platform needed to be future-ready—capable of supporting new facilities, services, integrations, and policy changes without requiring a complete redesign. This constraint pushed the design toward modular layouts, reusable components, and CMS-driven flexibility (Nielsen Norman Group, 2020).
Government Branding & Compliance
As an official BMC platform, the website had to strictly follow government-prescribed branding, information hierarchy, and digital governance norms. These requirements limited visual experimentation but ensured trust, legitimacy, and consistency across public digital services (Government of India, 2019).
WCAG & GIGW Accessibility Guidelines
Accessibility was a non-negotiable constraint. The platform needed to comply with WCAG standards and India’s Guidelines for Indian Government Websites (GIGW), ensuring usability for people with visual, motor, and cognitive impairments. This directly influenced color contrast, typography, navigation patterns, and interaction design (W3C, 2018; Government of India, 2019).
Content Accuracy and Scalability
Healthcare information is highly sensitive and frequently updated. The system had to support accurate, real-time data while scaling across hundreds of facilities without introducing inconsistencies—requiring a structured content model and controlled publishing workflows (ISO, 2018).
Designing for the Future, Not Just the Present
The platform needed to be future-ready—capable of supporting new facilities, services, integrations, and policy changes without requiring a complete redesign. This constraint pushed the design toward modular layouts, reusable components, and CMS-driven flexibility (Nielsen Norman Group, 2020).
User Research & Insights
User Research & Insights
Understanding the Problem
Understanding the Problem
Understanding the Problem
Given the scale and nature of a public healthcare system, the research approach focused on combining stakeholder knowledge, existing system evaluation, and secondary research to ground design decisions in real-world needs and constraints.
Given the scale and nature of a public healthcare system, the research approach focused on combining stakeholder knowledge, existing system evaluation, and secondary research to ground design decisions in real-world needs and constraints.
Secondary Research
Secondary Research
Secondary Research
Analyzed digital platforms of MCGM and other government and public health sites to identify best practices in information architecture, accessibility, and citizen engagement, while considering diverse user needs.
Analyzed digital platforms of MCGM and other government and public health sites to identify best practices in information architecture, accessibility, and citizen engagement, while considering diverse user needs.
Analyzed digital platforms of MCGM and other government and public health sites to identify best practices in information architecture, accessibility, and citizen engagement, while considering diverse user needs.
Heuristic Review
Heuristic Review
Heuristic Review
Analyzed MCGM websites for usability gaps, accessibility problems, and content complexity. Assessed platforms based on usability heuristics like clarity, navigation, consistency, and error prevention.
Analyzed MCGM websites for usability gaps, accessibility problems, and content complexity. Assessed platforms based on usability heuristics like clarity, navigation, consistency, and error prevention.
Analyzed MCGM websites for usability gaps, accessibility problems, and content complexity. Assessed platforms based on usability heuristics like clarity, navigation, consistency, and error prevention.
Stakeholder Interviews
Stakeholder Interviews
Stakeholder Interviews
Conversations with BMC officials revealed operational challenges, content workflows, and governance needs like initiatives and blogs etc., clarifying how healthcare data is managed and approved.
Conversations with BMC officials revealed operational challenges, content workflows, and governance needs like initiatives and blogs etc., clarifying how healthcare data is managed and approved.
Conversations with BMC officials revealed operational challenges, content workflows, and governance needs like initiatives and blogs etc., clarifying how healthcare data is managed and approved.
Identified Pain Points
Identified Pain Points
Identified Pain Points
A combination of primary and secondary research highlighted recurring inconsistencies in existing government portals. Stakeholder interviews further refined these findings, allowing us to prioritize the most critical pain points for the first release of the portal.
A combination of primary and secondary research highlighted recurring inconsistencies in existing government portals. Stakeholder interviews further refined these findings, allowing us to prioritize the most critical pain points for the first release of the portal.
Difficulty finding reliable and up-to-date information about healthcare facilities
Difficulty finding reliable and up-to-date information about healthcare facilities
Overloaded pages with dense text and unclear hierarchy
Overloaded pages with dense text and unclear hierarchy in information pages
Poor discoverability of facility locations and services.
Poor discoverability of facility locations and services.
Lack of clear inquiry or contact mechanisms
Lack of clear inquiry or contact mechanisms
Inconsistent experiences across devices
Inconsistent experiences across devices
Old data on the websites that creates confusion
Old data on the websites that creates confusion
Accessibility Gaps
Accessibility Gaps
Accessibility Gaps
Collectively, these gaps revealed that existing government portals were visually accessible to some, but functionally inaccessible to many.
Collectively, these gaps revealed that existing government portals were visually accessible to some, but functionally inaccessible to many.
Collectively, these gaps revealed that existing government portals were visually accessible to some, but functionally inaccessible to many.
Low color contrast and no clear hierarchy affecting readability
Low color contrast and no clear hierarchy affecting readability
Low color contrast and no clear hierarchy affecting readability
Most text elements showed contrast ratios close to 2:1, whereas WCAG 2.1 requires a minimum of 4.5:1 for normal text and 3:1 for large text. In most websites, content categorization and hierarchy are not clear, making the content difficult to read for users with low vision.
Most text elements showed contrast ratios close to 2:1, whereas WCAG 2.1 requires a minimum of 4.5:1 for normal text and 3:1 for large text. In most websites, content categorization and hierarchy are not clear, making the content difficult to read for users with low vision.
High cognitive load due to complex language and dense content
High cognitive load due to complex language and dense content
High cognitive load due to complex language and dense content
Long paragraphs and bureaucratic terminology increased comprehension effort, while usability studies recommend plain language and short content blocks to improve understanding, especially for public and first-time users.
Long paragraphs and bureaucratic terminology increased comprehension effort, while usability studies recommend plain language and short content blocks to improve understanding, especially for public and first-time users.
Limited support for keyboard-only and assistive technology users
Limited support for keyboard-only and assistive technology users
Limited support for keyboard-only and assistive technology users
Interactive elements lacked visible focus states and logical tab order, despite WCAG requiring full keyboard accessibility (Success Criterion 2.1.1) for users who cannot rely on a mouse and use keyboards and screen readers
Interactive elements lacked visible focus states and logical tab order, despite WCAG requiring full keyboard accessibility (Success Criterion 2.1.1) for users who cannot rely on a mouse and use keyboards and screen readers
Non-semantic layouts impacting screen reader navigation
Non-semantic layouts impacting screen reader navigation
Non-semantic layouts impacting screen reader navigation
Pages relied heavily on visual layouts without proper HTML semantics (headings, landmarks, labels), preventing screen readers from accurately conveying structure and hierarchy, contrary to WCAG Success Criterion 1.3.1 (Info and Relationships).
Pages relied heavily on visual layouts without proper HTML semantics (headings, landmarks, labels), preventing screen readers from accurately conveying structure and hierarchy, contrary to WCAG Success Criterion 1.3.1 (Info and Relationships).
Design Decisions
Design Decisions
Design Decisions
Key stakeholders who will be directly involved in management, decision-making, and will benefit directly.
Key stakeholders who will be directly involved in management, decision-making, and will benefit directly.
Insight 1
Insight 1
Citizens primarily visit healthcare websites with a task-focused mindset, to find a facility, confirm services, or raise an inquiry.
Citizens primarily visit healthcare websites with a task-focused mindset, to find a facility, confirm services, or raise an inquiry.
Design Decision
Design Decision
Prioritize task-based navigation, simplified information hierarchy, and clear entry points to key actions.
Prioritize task-based navigation, simplified information hierarchy, and clear entry points to key actions.
Insight 2
Insight 2
Information accuracy and freshness directly influence trust in government platforms.
Information accuracy and freshness directly influence trust in government platforms.
Design Decision
Design Decision
Design a centralized CMS with structured content models to ensure consistency, easy updates, and long-term scalability.
Design a centralized CMS with structured content models to ensure consistency, easy updates, and long-term scalability.
Insight 3
Insight 3
Accessibility issues are not edge cases in public platforms, they affect a significant portion of users.
Accessibility issues are not edge cases in public platforms, they affect a significant portion of users.
Design Decision
Design Decision
Embed WCAG and GIGW guidelines into core design decisions, influencing typography, contrast, navigation, and interaction patterns from the start.
Embed WCAG and GIGW guidelines into core design decisions, influencing typography, contrast, navigation, and interaction patterns from the start.
Insight 4
Insight 4
Users rely heavily on location context when choosing healthcare facilities.
Users rely heavily on location context when choosing healthcare facilities.
Design Decision
Design Decision
Integrate GIS-based mapping and location-driven discovery to support faster, more confident decision-making.
Integrate GIS-based mapping and location-driven discovery to support faster, more confident decision-making.
Solution Structure
Solution Structure
Content Strategy
Content Strategy
Content Strategy
The design strategy aligned content, structure, and system thinking around citizen intent, making a complex public healthcare ecosystem simple, accessible, and scalable.
The design strategy aligned content, structure, and system thinking around citizen intent, making a complex public healthcare ecosystem simple, accessible, and scalable.
Homepage
Health facility search (primary)
Quick actions (Certificates, licenses, other quick links)
Notifications & updates
Arogyakosh App highlights
National health initiatives , Blogs and Articles (top)
Emergency Numbers
CSR / Donations
Donation programs
Transparency details
How contributions are used
Donation related details
Blogs and Articles
Health updates
Awareness Articles
Announcements
Health Facilities
Facility type & name
Location + GIS map
Contact & inquiry details
Services & departments
Timings & emergency availability
Bed availability (where applicable)
Government Initiatives
Campaign overview (e.g., Dengue, Malaria, H1N1)
Symptoms & prevention
Related facilities
Helplines & official guidance
De-Addiction Centre (DDC) services
Support
Inquiry Mechanism
FAQs
Contact and Grievance Support
Homepage
Health facility search (primary)
Quick actions (Certificates, licenses, other quick links)
Notifications & updates
Arogyakosh App highlights
National health initiatives , Blogs and Articles (top)
Emergency Numbers
CSR / Donations
Donation programs
Transparency details
How contributions are used
Donation related details
Blogs and Articles
Health updates
Awareness Articles
Announcements
Health Facilities
Facility type & name
Location + GIS map
Contact & inquiry details
Services & departments
Timings & emergency availability
Bed availability (where applicable)
Government Initiatives
Campaign overview (e.g., Dengue, Malaria, H1N1)
Symptoms & prevention
Related facilities
Helplines & official guidance
De-Addiction Centre (DDC) services
Support
Inquiry Mechanism
FAQs
Contact and Grievance Support
Homepage
Health facility search (primary)
Quick actions (Certificates, licenses, other quick links)
Notifications & updates
Arogyakosh App highlights
National health initiatives , Blogs and Articles (top)
Emergency Numbers
Health Facilities
Facility type & name
Location + GIS map
Contact & inquiry details
Services & departments
Timings & emergency availability
Bed availability (where applicable)
CSR / Donations
Donation programs
Transparency details
How contributions are used
Donation related details
Government Initiatives
Campaign overview (e.g., Dengue, Malaria, H1N1)
Symptoms & prevention
Related facilities
Helplines & official guidance
De-Addiction Centre (DDC) services
Blogs and Articles
Health updates
Awareness Articles
Announcements
Support
Inquiry Mechanism
FAQs
Contact and Grievance Support
Feature Prioritization
Feature Prioritization
Feature Prioritization
Facility discovery and search were intentionally placed first, as research showed they represent the most common and urgent citizen needs.
Facility discovery and search were intentionally placed first, as research showed they represent the most common and urgent citizen needs.
Information Architecture
Information Architecture
Information Architecture
How Everything Is Structured: The structure prioritizes fast task completion, helping users move from intent to action with minimal effort.
How Everything Is Structured: The structure prioritizes fast task completion, helping users move from intent to action with minimal effort.
Home acts as a task hub
Quick access to key actions
Quick access to key actions
Optimized for urgent needs
Optimized for urgent needs
Reduces Navigation Effort
Reduces Navigation Effort
Facilities grouped by type
Quick Matches citizen mental models
Quick Matches citizen mental models
Simplifies facility discovery
Simplifies facility discovery
Hides internal complexity
Hides internal complexity
Clear separation between:
Discovery (facilities)
Discovery (facilities)
Awareness (initiatives)
Awareness (initiatives)
Support & updates
Support & updates
CMS ready architecture
Non-tech. teams can update content
Non-tech. teams can update content
long-term sustainability
long-term sustainability
Ensures consistency
Ensures consistency
The Solution
The Solution
The solution brings public healthcare information into one accessible, citizen-first platform, that makes discovery, location, inquiry, and updates simple, reliable, and usable at scale.
The solution brings public healthcare information into one accessible, citizen-first platform, that makes discovery, location, inquiry, and updates simple, reliable, and usable at scale.
The solution brings public healthcare information into one accessible, citizen-first platform, that makes discovery, location, inquiry, and updates simple, reliable, and usable at scale.
Lets deep dive to the features:
Lets deep dive to the features:
Centralized Health Facility Directory
Centralized Health Facility Directory
Centralized Health Facility Directory
The Problem
Healthcare facility information was scattered across multiple sources, making it difficult for citizens to find accurate and complete details in one place.
Healthcare facility information was scattered across multiple sources, making it difficult for citizens to find accurate and complete details in one place.
The Solution
A centralized directory that lists all BMC healthcare facilities, organized by type (major hospitals, peripheral hospitals, maternity homes, dispensaries, and specialty hospitals), with standardized and consistent information.
A centralized directory that lists all BMC healthcare facilities, organized by type (major hospitals, peripheral hospitals, maternity homes, dispensaries, and specialty hospitals), with standardized and consistent information.
Tertiary Care
Tertiary Care
Tertiary Care
Major Hospitals & Medical Colleges
Major Hospitals & Medical Colleges
Major Hospitals & Medical Colleges
Secondary Care
Secondary Care
Secondary Care
Peripheral Hospitals
Peripheral Hospitals
Peripheral Hospitals
Specialty Hospitals
Specialty Hospitals
Specialty Hospitals
Primary Care
Primary Care
Primary Care
Maternity Homes
Maternity Homes
Maternity Homes
Dispensaries
Dispensaries
Dispensaries
Crematoriums
Crematoriums
Crematoriums
Crematoriums
Crematoriums
Crematoriums
Search
Search
Search
Department
Department
Department
Area/Ward
Area/Ward
Area/Ward
Tertiary Care
Tertiary Care
Tertiary Care
Major Hospitals & Medical Colleges
Major Hospitals & Medical Colleges
Major Hospitals & Medical Colleges
🏢
🏢
🏢
Nair Hospital
Nair Hospital
Nair Hospital
Dr. A. L, Dr Anandrao Nair Marg, RTO Colony, Mumbai Central, Mumbai, 400008
Dr. A. L, Dr Anandrao Nair Marg, RTO Colony, Mumbai Central, Mumbai, 400008
Dr. A. L, Dr Anandrao Nair Marg, RTO Colony, Mumbai Central, Mumbai, 400008
Mon-Sat 09:00 am to 05:00 pm
Mon-Sat 09:00 am to 05:00 pm
Mon-Sat 09:00 am to 05:00 pm
Emergency
Emergency
Emergency
Pharmacy
Pharmacy
Pharmacy
Maternity
Maternity
Maternity
ENT
ENT
ENT
Cardiology
Cardiology
Cardiology
Dialysis
Dialysis
Dialysis
More
More
More
🏢
🏢
🏢
KEM Hospital
KEM Hospital
KEM Hospital
Acharya Donde Marg, Parel,
Mumbai, Maharashtra
Maharashtra 400 012
Acharya Donde Marg, Parel,
Mumbai, Maharashtra
Maharashtra 400 012
Acharya Donde Marg, Parel,
Mumbai, Maharashtra
Maharashtra 400 012
Mon-Sat 09:00 am to 05:00 pm
Mon-Sat 09:00 am to 05:00 pm
Mon-Sat 09:00 am to 05:00 pm
Emergency
Emergency
Emergency
Pharmacy
Pharmacy
Pharmacy
Maternity
Maternity
Maternity
ENT
ENT
ENT
Cardiology
Cardiology
Cardiology
Dialysis
Dialysis
Dialysis
More
More
More
🏢
🏢
🏢
R.N Cooper Hospital
R.N Cooper Hospital
R.N Cooper Hospital
Cooper Hospital Road, Juhu, Parle (West), Mumbai
Maharashtra 400 056
Cooper Hospital Road, Juhu, Parle (West), Mumbai
Maharashtra 400 056
Cooper Hospital Road, Juhu, Parle (West), Mumbai
Maharashtra 400 056
Mon-Sat 09:00 am to 05:00 pm
Mon-Sat 09:00 am to 05:00 pm
Mon-Sat 09:00 am to 05:00 pm
Emergency
Emergency
Emergency
Pharmacy
Pharmacy
Pharmacy
Maternity
Maternity
Maternity
ENT
ENT
ENT
Cardiology
Cardiology
Cardiology
Dialysis
Dialysis
Dialysis
More
More
More
Facility Categorization
Facility Categorization
Facility Categorization
Facilities are easy to find through clear categorization, filters, and intuitive search feature.
Facilities are easy to find through clear categorization, filters, and intuitive search feature.
Facilities are easy to find through clear categorization, filters, and intuitive search feature.
Representation Methods
Representation Methods
Representation Methods
Citizens can choose to view facility details in Card, List, or GIS Map formats based on their preference.
Citizens can choose to view facility details in Card, List, or GIS Map formats based on their preference.
Citizens can choose to view facility details in Card, List, or GIS Map formats based on their preference.
Quick Links
Quick Links
Quick Links
Quick links for location, call, and website access make it easier for citizens to take immediate action.
Quick links for location, call, and website access make it easier for citizens to take immediate action.
Quick links for location, call, and website access make it easier for citizens to take immediate action.
Address
Address
Address
Clear and well-structured facility address details help citizens locate healthcare centers with confidence.
Clear and well-structured facility address details help citizens locate healthcare centers with confidence.
Clear and well-structured facility address details help citizens locate healthcare centers with confidence.
Services Quick View
Services Quick View
Services Quick View
Key services are highlighted to help citizens quickly identify the right facility in urgent situations.
Key services are highlighted to help citizens quickly identify the right facility in urgent situations.
Key services are highlighted to help citizens quickly identify the right facility in urgent situations.
Detailed Page
Detailed Page
Detailed Page
Citizens can access detailed facility information by clicking “More” on each listing.
Citizens can access detailed facility information by clicking “More” on each listing.
Citizens can access detailed facility information by clicking “More” on each listing.
GIS-Based Location Mapping
GIS-Based Location Mapping
GIS-Based Location Mapping
The Problem
Citizens struggled to locate nearby healthcare facilities or understand proximity and accessibility.
Citizens struggled to locate nearby healthcare facilities or understand proximity and accessibility.
The Solution
GIS-based map integration displaying facility locations with contextual information and directions.
GIS-based map integration displaying facility locations with contextual information and directions.
Facility Categorization
Facility Categorization
Facility Categorization
Facilities are easy to find through clear categorization, filters, and intuitive search feature.
Facilities are easy to find through clear categorization, filters, and intuitive search feature.
Facilities are easy to find through clear categorization, filters, and intuitive search feature.
Representation Methods
Representation Methods
Representation Methods
Citizens can choose to view facility details in Card, List, or GIS Map formats based on their preference.
Citizens can choose to view facility details in Card, List, or GIS Map formats based on their preference.
Citizens can choose to view facility details in Card, List, or GIS Map formats based on their preference.
Search Results
Search Results
Search Results
Searching by facility type or area displays relevant map icons, which reveal facility details on selection
Searching by facility type or area displays relevant map icons, which reveal facility details on selection
Searching by facility type or area displays relevant map icons, which reveal facility details on selection
Health Facility Quick View
Health Facility Quick View
Health Facility Quick View
Hovering over facility icons shows a quick view with address, timings, beds, services, and action links.
Hovering over facility icons shows a quick view with address, timings, beds, services, and action links.
Hovering over facility icons shows a quick view with address, timings, beds, services, and action links.
Inquiry & Contact Mechanism
Inquiry & Contact Mechanism
Inquiry & Contact Mechanism
The Problem
Citizens lacked a clear and structured way to raise inquiries or seek clarification about healthcare services.
Citizens lacked a clear and structured way to raise inquiries or seek clarification about healthcare services.
The Solution
A simple, accessible inquiry mechanism allowing users to submit questions directly from facility pages.
A simple, accessible inquiry mechanism allowing users to submit questions directly from facility pages.
Service Support
Service Support
Service Support
Call Support-line XXXX for free advice from a professional.
Call Support-line XXXX for free advice from a professional.
Call Support-line XXXX for free advice from a professional.
File Complaint
File Complaint
File Complaint
Gather your evidence and submit it to the authority.
Gather your evidence and submit it to the authority.
Gather your evidence and submit it to the authority.
Give Suggestions
Give Suggestions
Give Suggestions
Here you can provide suggestions & feedbacks related to Health Facility.
Here you can provide suggestions & feedbacks related to Facility.
Here you can provide suggestions & feedbacks related to Health Facility.
Improves communication between citizens and BMC while reducing offline dependency and confusion.
Improves communication between citizens and BMC while reducing offline dependency and confusion.
CMS for Dynamic Content Management
CMS for Dynamic Content Management
CMS for Dynamic Content
The Problem
Manually updating healthcare content across multiple pages was inefficient and error-prone.
Manually updating healthcare content across multiple pages was inefficient and error-prone.
The Solution
A centralized CMS enabling non-technical teams to manage facilities, initiatives, blogs, and updates through structured content models.
A centralized CMS enabling non-technical teams to manage facilities, initiatives, blogs, and updates through structured content models.
CMS co-designed with Mahika Rawal and Ishwari Raut, with my focus on information architecture and scalability. Case study coming soon.
Responsive Design
Responsive Design
Responsive Design
The Problem
Citizens access government platforms across a wide range of devices, often facing inconsistent experiences.
Citizens access government platforms across a wide range of devices, often facing inconsistent experiences.
The Solution
A fully responsive design optimized for mobile, tablet, and desktop, ensuring usability across screen sizes.
A fully responsive design optimized for mobile, tablet, and desktop, ensuring usability across screen sizes.
Accessibility & Compliance
Accessibility & Compliance
Designing for Everyone, Not the Average User
Designing for Everyone, Not the Average User
Designing for Everyone, Not the Average User
Accessibility was treated as a foundation, not a checklist. Especially for a public, government-scale healthcare platform.
Accessibility was treated as a foundation, not a checklist. Especially for a public, government-scale healthcare platform.
Color Contrast & Visual Clarity
What We Followed
WCAG 2.1 Success Criterion 1.4.3 (Contrast – Minimum) ensuring 4.5:1 contrast for body text and 3:1 for large text.
Why It Mattered
Improved readability for users with low vision and ensured content clarity across devices and lighting conditions.
Typography & Readable Content
GIGW Compliance & Inclusive Governance
Screen Reader & Keyboard Navigation
Color Contrast & Visual Clarity
What We Followed
WCAG 2.1 Success Criterion 1.4.3 (Contrast – Minimum) ensuring 4.5:1 contrast for body text and 3:1 for large text.
Why It Mattered
Improved readability for users with low vision and ensured content clarity across devices and lighting conditions.
Typography & Readable Content
GIGW Compliance & Inclusive Governance
Screen Reader & Keyboard Navigation
Color Contrast & Visual Clarity
What We Followed
WCAG 2.1 Success Criterion 1.4.3 (Contrast – Minimum) ensuring 4.5:1 contrast for body text and 3:1 for large text.
Why It Mattered
Improved readability for users with low vision and ensured content clarity across devices and lighting conditions.
Typography & Readable Content
GIGW Compliance & Inclusive Governance
Screen Reader & Keyboard Navigation
Learnings and Reflections
Learnings and Reflections
Learnings and Reflections
Building for millions requires thinking beyond screens, extending into workflows, governance, and long-term sustainability.
Building for millions requires thinking beyond screens, extending into workflows, governance, and long-term sustainability.
Designing for government means balancing citizen needs with compliance and governance realities.
Designing for government means balancing citizen needs with compliance and governance realities.
Strong information architecture solves more problems than visual design alone.
Strong information architecture solves more problems than visual design alone.
True accessibility requires close collaboration between design and development.
True accessibility requires close collaboration between design and development.
BMC Health Portal
A citizen‑first Healthcare Portal that simplifies access to real‑time Facility Information, Location Mapping, Inquiries, and Support for millions of Mumbai residents.
Accessibility‑Compliant
Digital Governance
Scalable Platform
CMS Integration
My Role
UX Designer
Responsibilities
Led end‑to‑end UX/UI design of a citizen‑facing healthcare information website for BMC.
Defined information architecture, user flows, and key features for facility discovery, GIS mapping, and inquiries.
Ensured WCAG and GIGW compliance with a strong focus on accessibility and inclusivity.
Designed a scalable CMS to manage dynamic content efficiently.
Collaborated with BMC officials and iterated designs based on stakeholder feedback.
Client
Municipal Corporation of Greater Mumbai (MCGM)
Duration
2 Months
Platform
Responsive Web
Tools Used