Dr. Agarwals®

Dr Agarwal’s Health Care operates at true clinical scale, serving millions of patients across a nationally distributed network. Despite decades of leadership in ophthalmic care, the patient journey across Indian healthcare remained fragmented, with friction surfacing at moments where trust, clarity, and reassurance matter most.

The opportunity was not digitisation for efficiency alone. It was to evolve the patient experience so that digital empathy became a clinical advantage rather than an add on. The mandate extended beyond building an application, requiring a rethink of how patients experience care from first intent through consultation, treatment, and post operative continuity across a complex, multi centre system.

Our work focused on shaping a zero friction experience that could serve two very different realities at once. Tech native patients seeking speed and control, and older patients who require confidence, guidance, and calm. Language was simplified, information hierarchy was rebuilt, and flows were designed to anticipate uncertainty, treating booking, preparation, treatment, and follow up as a single continuous journey rather than disconnected steps.

The result was a scalable digital system designed to reduce anxiety while maintaining consistency across centres, doctors, and procedures. Built to operate inside an outcomes driven healthcare organisation, the work prioritised trust, continuity, and operational clarity over surface level modernisation. For Lazy Eight, the engagement reinforced a core belief. In healthcare, good design is not about looking modern. It is about removing friction where it matters most.