UI/UX Design

Tele MANAS Operations Portal

Empowering Mental Health Programs Through Digital Transformation
Client

Govt. of India

expertises

UI/UX Design, User Research

Industry

Public Health

Timeline

4 Months

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Project details

Overview
The Problem
The solution
the approach
The impact

Streamlining Tele MANAS Operations

The Tele-MANAS Ops Portal is a purpose-built web application designed to enhance the operational efficiency of the Tele-MANAS mental health initiative in India. This platform serves a wide spectrum of users, including officials from the Ministry of Health & Family Welfare (MoHFW), senior doctors at NIMHANS, state program coordinators, tech coordinators, and staff from mentoring institutes, regional coordinating centers, NHSRC, and NHM. By centralizing critical workflows, the portal enables seamless coordination across stakeholders, ensuring timely and effective management of mental health services at a national scale.

The problem

Challenges in Tele MANAS Operation

Before the portal's development, the Tele-MANAS program faced several operational bottlenecks:

  • Most tasks like user management, data requests, and reporting were handled manually via emails and spreadsheets. This led to delays, inefficiencies, and higher error rates.
  • Stakeholders operated in silos, relying on disparate tools, which hindered collaboration and information sharing.
  • Sensitive mental health data was exchanged over unsecured channels, creating vulnerabilities and compliance risks.
  • With the program expanding, administrators were burdened by high task volumes, increasing risks of burnout and reduced accuracy.
  • There was no consolidated platform to provide program-level insights or monitor performance metrics, making strategic decisions difficult.
The solution

A Centralized, User-Friendly & Secure Operations Portal

The Tele-MANAS Ops Portal was meticulously designed to resolve these challenges. Its features include:

  1. User Management
    • A comprehensive database of users across all roles and levels, ensuring consistency and ease of access.
    • Robust permissions tailored to each user type to ensure privacy and secure handling of information.
    • Simplified workflows for account creation, updates, and activation.
  2. State and TMC Management
    • Track key program details for every state, including language preferences and coordinating centers.
    • Centralized management of Tele-MANAS Centers and staff shifts to ensure operational continuity.
  3. Task Management
    • Replace email-based data requests with portal-driven workflows that assign tasks, track progress, and provide notifications.
    • Allow stakeholders to monitor task completion timelines.
  4. Secure Data Handling
    • Ensure compliance with privacy regulations for storing sensitive health information.
    • Enable analysis of user activity, program performance, and data trends for continuous improvement.
  5. Monitoring and Dashboards
    • Track user behavior and identify bottlenecks or security concerns.
    • Provide a holistic view of system health, including uptime, errors, and user engagement.
    • Summarize key indicators for administrators to make data-driven decisions.
the Approach

Designing With Stakeholders, For Stakeholders

We followed a user-centered design approach to ensure the portal addressed real-world challenges:

  • Conducted interactive workshops with program administrators, state coordinators, and healthcare providers to identify pain points and prioritize needs.
  • Designed a clear and logical structure, ensuring easy navigation and intuitive access to information.
  • Created prototypes that were iteratively tested with users to refine usability.
Design libraries and system created for Design team and developer collaborations
  • Assisted development team for implementation by sharing the design Handoff file along with detailed design documentation like design systems.
  • Performed extensive QA, UI reviews of implementation and usability testing before final production deployment.
  • Conducted training sessions to onboard users and stakeholders seamlessly. Along with taking lead on creating various training materials.
the impact

Transforming Tele-MANAS Operations Across India

The Tele-MANAS Ops Portal has brought measurable improvements to program operations:

  • Reduced task turnaround times by 70% through automated workflows.
  • Implemented state-of-the-art encryption and role-based access, ensuring compliance with data privacy standards.
  • Enabled seamless communication between state and national stakeholders, bridging operational gaps.
  • Provided real-time dashboards and reports, empowering administrators with actionable insights.
  • Designed a scalable architecture to accommodate future expansion of the Tele-MANAS program.

The portal has not only improved program delivery but also enhanced the mental health ecosystem’s ability to serve communities effectively.

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