Designing A Human-Centric Online Experience Can Help India’s Vaccination Drive

Design-thinking approach that can help effectively manage the anxiety and emotions of the country and its citizens


Vaccination: The official website of the Government of India for online vaccination registration and appointment has come under fire. Even after weeks of trying, many residents of all ages were unable to schedule vaccine appointments. There have been reports of congestion at vaccination clinics, as well as uncontrollable mobs. Angered individuals are alleging backdoor manipulation and a lack of transparency. Twitter is blazing with sarcastic and disappointed remarks from individuals who are unable to secure a spot for themselves and their family.


While vaccination 1.3 billion people was never going to be simple, the effort has been made more difficult due to a vaccine shortage. Many governments were forced to halt their immunisation campaigns for people over the age of 18. This has caused widespread fear.

Although private players have stepped in, securing an appointment remains tough because it is only accessible through the official website. On the other hand, the substantial mark-up charged by private hospitals for services that are usually provided for free by the government is causing more discord among residents. Due to a scarcity of vaccinations, difficulties to schedule appointments, and fear.

The best way to address this problem is to increase vaccination supplies and make it available to everybody. The federal, state, and municipal governments are all working hard to increase supplies. However, considering the enormous number of people to be vaccinated, a small number of vaccine producers, and the length and width of India, it will undoubtedly take time.

We humans are terrible at dealing with uncertainty. According to research, when the uncertainty of a scenario rises, the logical portion of the brain cedes authority to the limbic system, where emotions like worry and dread take over. As a result, the more unclear the scenario, the more anxiety it causes in humans. The same can be said for any online encounter.

The online registration page has a lengthy log in process that is made much more difficult by the tiny screen. Even seeking for the closest vacancy to you is a time-consuming task. The drop-down menu includes numerous built-in options that are not displayed based on relevancy or location accessed from.It takes around 6-7 clicks to see the available slots, and the appointment itself takes another three steps. All of this makes for a very difficult and time-consuming process, especially for those who are less technologically adept (of which we have plenty in India).

Here’s how human-centric design can help manage the uncertainty on the official vaccination website:

Ways to make the online process more human-centric

Real-time SMS notification on availability of appointments

Citizens may lose out on booking an appointment since they do not know when they will be made available for the day. Various private hospitals and immunisation clinics open at various hours. While local governments give out Twitter notifications for government centres, a real-time SMS alert will let consumers know when and when a slot becomes available.

Map-showing ‘near me’ vaccination centers

Uber is an excellent example of internet user interface design. Among other things, Uber’s success can be due to the fact that you can see your cab arriving. In the beginning, a radio taxi would take roughly the same amount of time as an Uber. The uncertainty of not knowing where the cab is while dreading a missed flight, doctor appointment, or pitch meeting, on the other hand, was incredibly stressful. That’s when Uber’s real-time map interface came in handy. The ability to follow your cab physically on the device and display an ETA reduced anxiety and became the preferred alternative for users.

Figure 1a

For the vaccine registration website, a visual, location-based system should be created . The system should be able to identify the user based on their location and display just the ‘Near me’ centres on a map. In the event of non-availability, the approximate Expected Date of Availability (EDA) in the local region should be displayed.

Figure 1b

Incentivize citizens

Humans are behaviorally prone to respond to rewards. Krispy Kreme has promised to give everyone who gets immunised a free doughnut every day for the rest of the year in the United States. Anheuser-Busch has promised to buy all adults over the age of 21 a round of beer if 70 percent of all individuals get vaccinated by July, a promise that President Joe Biden has also backed. For each shot taken, Indian residents should receive a gift certificate for a local shop in their area through SMS. To assist the business owners, a parallel method of documenting redemption using unique numbers should be established. The government should then pay the particular business for the discount amount if the voucher is redeemed straight to the store owners’ bank accounts.

Vaccine Assistance and Second Dose Hotline

Many elderly people have yet to get vaccinated owing to a lack of adequate knowledge or even fear of vaccinations or being sick at crowded places. A few individuals have even complained about receiving the vaccination certificate but not receiving the shot. Citizens who have already been immunised, on the other hand, are waiting for their second dosage. Because of the change in the official suggested interval between doses for Covishield, there is a lot of misunderstanding regarding when it should be taken. Furthermore, owing to a scarcity of Covaxin, many searching for it are concerned about not receiving their dose on time.

A dedicated assistance service with a toll-free number and staffed contact centres. should be enabled to aid individuals in reporting and receiving assistance for particular concerns.

Donate a jab

Nobody is secure unless everyone else is safe. The only way out of the present pandemic is through vaccination. The official registration website should also include a place where people may suggest relatives and friends in different regions of the nation to get immunised. Many individuals know someone who requires the vaccination but is unable to obtain it for a variety of reasons. The capacity to pay for and arrange for a vaccine for someone in need, whether in one’s own or another city, will go a long way toward expanding the immunisation drive’s safety net.

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