Project Title:

Revamping customer experience and optimizing

business processes using User Experience Design
for ClearSkin Clinic & Hair MD
TEAM CHARTER
Stakeholder Map
OBSERVATIONS good soothing
QR code
displayed
music to make in Pune Better Hygiene
patients in Pune branch
branch
feel positive
& at home
Various Good and
For big surgeries,
departments friendly staff Patients at Kharadi
treatments are
are maintaining branch are called
shown Live
patient data manually.
manually on
google sheets. NO Procedures too
tedious &
Common rooms CENTRALISATION
for different Common rooms
lengthy for
treatment in For different changing
good
Kharadi treatment in other branch
branches soothing permanently No visibility
music to and switching Of website
make sessions among
No directions/
patients Maintains people.
signage Separate individual
at the clinics. feel positive Copies of Patients at Pune Profile and
Positive
& at home Customer data
branch are called experience
by the provision of doctors
environment
at all 3 branches of bell not displayed
 A separate
room for 1 for Pantry,
Vitiligo
Magazines 2 for
treatment
not i.e Housekeepin
displayed Phototherapy g, 2 for Pune branch
No room in Pune Reception in has
in other
products branch Pune branch provision
branches
for display Separate of a bell
kept at washroom
s for staff NO Reception for sending
other
and AWARENESS uses a patient to
branches
Need for patients at OF THEIR separate the consultant
human the Pune software
Products of resources for branch POTENTIAL
ClearSkin Pantry and CUSTOMERS called 1 for Pantry,
kept for Housekeepin PRACTO and 1 for
display at g CMS Housekeepin
Pune Common g, 3 for
branch NO washroom Reception in
INTEGRATION s for staff If any need of
Need for Kharadi
AMONG and human
human branch
Variety of resources for DIFFERENT patients at resource,
Magazines Reception in SOFTWARES Kharadi Admin
kept in Pune branch branch department
Before &
Pune In kharadi comes to
After Images
branch In other branch, help
shown on TV
branches, small No awards
Screen in
space for &
big space Kharadi
every recognitio
for every branch
departmen n in
departmen Kharadi
t t
branch
 OPPORTUNITY SPACES
Opportunity Spaces
Observations: Expected Change in existing process:

ClearSkin clinic  3 branches Making use of ERP system.

(Pune camp, Kharadi, pimple saudagar) • Increase in customer convenience.
No centralization among the 3 branches. • Cost reduction.
• Better efficiency in processes.

• Redundant sales calls. Implementation of Mobile App.

• Lead Time of 4 hours • Ease of Appointment Booking
• Difficulty in booking appointment through website - • Customer Language Preference
> No website visibility • Rate overall Customer Experience

More time consumption and no appropriate angle in Implementation of VR/AR Systems

clicking Before-After Images of Clients.
 Expansion of Business
 Implementation of Customer Feedback through Tablets.
 Implementation of “Therapist of the Month”
 Making use of Data Analytics Tools as branches increase.
Future Scope
 Customer Loyalty Programmes
 Adding Signage (Ex Direction boards implemented across
WeSchool)
 Increase number of Hoardings and Banners across cities
for better customer acquaintance.