Design an Aarogya Care experience on Bajaj Finserv Health for adults managing their elderly parents' OPD care

Introduction

Bajaj Finserv Health is the group's health-tech arm. Its flagship offer, Aarogya Care, bundles preventive check-ups, teleconsultations, OPD (outpatient) cover, and discounts at network doctors and labs into prepaid plans that start at a few hundred rupees. Most Indian health spending is still outpatient and out-of-pocket, so OPD cover is a real wedge.

The prompt: design an Aarogya Care experience in the Bajaj Finserv Health app for working adults who manage their elderly parents' healthcare from another city. I'll clarify the brief, explain why the opportunity is real, choose a segment, identify pain points, and design and measure a solution.

Step 1

Clarify Questions (3 minutes)

• Who is the paying customer and who is the patient?

• Why it matters: Two users with different tech comfort share one plan.
• Hypothetical answer: The adult child (28–40, metro, salaried) buys and manages the plan; parents (60+) live in a Tier-2 or Tier-3 town.
• Impact: The design needs a "caregiver" role separate from the "member" role.

• Is the goal new plan sales, usage of existing benefits, or renewals?

• Why it matters: Each leads to a different feature.
• Hypothetical answer: Renewals are weak because families buy a plan and then forget to use it. The goal is benefit usage that drives renewal.
• Impact: The design centres on making benefits easy to use, not on acquisition.

• What's in the current plan?

• Hypothetical answer: Unlimited teleconsults, an annual health check-up, OPD reimbursement up to a cap, and discounts on medicines and lab tests.
• Impact: We can build on existing benefits rather than invent new cover.

• Any constraints?

• Hypothetical answer: Health data is sensitive, so consent and data sharing must follow India's DPDP Act. Claims run through the insurer partner.
• Impact: Caregiver access must be explicitly granted by the parent.

Propose the Goal

Make it easy for a remote adult child to get their parents' outpatient care done and paid for through Aarogya Care, so the family uses the plan regularly and renews it.

Define the Scope

A caregiver mode inside the Bajaj Finserv Health app plus a simple parent-side experience on phone and WhatsApp. Hospitalisation cover and insurance underwriting are out of scope.