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There are four types of main end-users involved in the whole system.

End-Users for Mobile Application – The end-users are the people who live in remote regions of Pakistan where medical facilities are not easy to access. But during the pandemic situation, the application is useful for everyone.

Doctors– Doctor's portal is a web-based application that can only be used by doctors.

Call Center Agents – Agents that are supposed to take the basic information of the patients before they can get the link to the doctor use the call center agent portal.

Admin – A super admin will be responsible to monitor the dashboards and content management.

Most of the population living in the remote areas in Pakistan don't have access to primary health services

People struggle to get basic health necessities like immunizations, first aid services, and also general consultations from doctors. According to the survey, only 50 % of the people living in remote areas have access to health services and immunization centers.

Pakistan is a country with people of different ethnic backgrounds and cultures. People from different areas within the country speak different languages other than the national language. 

The overall literacy rate of Pakistan is  approximately 60% including 74 % in urban and 50% in Rural Areas

Another challenge was to design a CMS  to make the system dynamic and scalable and portals for "doctors" and "call center agents" for the system to be functional. as well as for the dashboards to gather data for future enhancements.

After a lot of brainstorming sessions, requirement gathering, and research, the following features are added to the mobile application.

Online Consultation – The user should be able to call directly through the app and get linked to the doctors on the other side of the system.

Notes – A place where all the prescriptions can reside will be given by the "Humwell" doctors to the user.

Uploads – user should be enabled to upload images of reports and other documents required by the doctors.

Calendar – To keep track of follow-up consultations.

Family – User can add their family members and they should have separate profiles, notes, calendars, and uploads.

Directories - Through this feature users can have important information like addresses and contact numbers of nearby health facilities centers, immunization centers, and pharmacies.

Multi-Lingual - the application is designed for multiple languages. At first, it only includes Urdu and English.

Library - The library includes health education data in the form of text audio and videos to educate people about basic health.

For Humwell to be functional, portals are needed to communicate to the users and address their calls and manage their data. There are two kinds of portals used in the system  

CC Portal – Customer care representatives are the end-users for this portal. They create humwell users' profiles and also manage their data along with their family data while communicating with them on video calls.

Doctor Portal– These are specialized portals with medical data entry and  real-time calling feature

This all should be so usable and smooth so that no frustration may occur on both ends.

For such a large and diverse data set and to keep the mobile application up-to-date and dynamic . Content management system is designed in such a way to meet all the requirements.  I tried to ensure that the shift of the content from the system to the user mobile application is seamless and easy to learn and understand for the CMS user.

Admin Portal is important for monitoring data that is critical for the enhancement of the processes and flows of the application. It also lets the admin override or rectifies the information. Dashboards will all the relevant data and statistics are designed for maximum information provisions.