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Empathy Map - TeleClinic pods - Coggle Diagram
Empathy Map - TeleClinic pods
Who are we empathizing with? :
Primary users - Rural & low income patients
Secondary users - Doctors & nurses offering remote consultations
Context - Poor infrastructure, long travel times, limited healthcare facilities
What do they think and feel?
Hopeful that teechnology can help if its simple to use
Frustrated with waiting and travel
Fearful of misdiagnosis or hidden costs
Worried about health but feel helpless about options
What do they hear?
Clinics are too far
It's expensive to see a doctor
Online doctors can't be trusted
You'll wait all day for treatment
Opportunities
Add multilingual voice guidance for inclusivity
Integrate with local pharmaciesfor medicine access
Place pods in public areas (Schools, malls, rural centers)
Promotoe through government health programs
Insights
People value face-to-face digital presence through video consultation
Technology alone isnt enough - empathy and human connections matter
Trust, simplicity and convenience drive user adoption
Gains
Affordable, private, hygienic consultations
Reduced waiting and travel time
24/7 access to doctors via TeleClinic pods
Convenient follow-up care and e-prescriptions
What do they see?
Crowded hospitals and clinics
Rising promotion of teleheath appsbut no nearby physical access points
Others in their community struggling to get proper care
Experience goal
"I can easily get trusted healthcare near me, without travel or confusion"
Patient feels empowered, safe, and cared for after using the pod
What do they say?
I cant miss work just to visit a clinic
I don't understand these online health apps
I wish there was a faster way to talk to the doctor
Pains
Distance and travel cost to clinics
Long waiting times
Lack of privacy
Limited awareness or trust in telemedicine
What do they need to do?
Get reliable medical consultations without long travel or cost
Access trusted doctors using simple, secure tehcnology
Receive quick affordable diagnosis and treatment advice
What do they do?
Delay treatment until serious
Use home remedies or local pharmacies
Ask friends or family for advice instead of doctors