UI/UX Case Study: Improving the Halodoc application’s quick access features
Introduction
Greetings! My name is Prasasti Dewaning Lestari. I am one of the students from the UI/UX Bootcamp named Dibimbing.id. This case study is a conceptual project to have a better understanding of Halodoc Apps and the work process of UI/UX Design.
Overview
Halodoc is a secure health-tech platform on a mission to simplify healthcare access by connecting millions of patients with licensed doctors, insurance, labs, and pharmacies through a single mobile application.
Role: UI/UX Designer
Scope: User Research, Wireframing, Prototyping, Usability Testing
Timeline: 2 weeks
Tools: Google Form, Miro, Zoom meeting, Figma, Maze, Figjam
The Process
The design thinking process is used by the researcher to understand users, challenge assumptions, and redefine the problem in order to identify alternative strategies and solutions that may not be immediately apparent at the initial level of understanding.
Empathize
At Empathize, researchers will focus on planning the research, developing research guidelines, and conducting the research. At this stage, researchers conduct an in-depth study to learn about user behavior and the challenges associated with using the Halodoc application.
Background
Halodoc is one of the best applications in the field of health services in Indonesia. Users can use Halodoc’s services to consult, book appointments at hospitals, buy medicines, and even schedule the Covid-19 test. Furthermore, the pandemic era and social constraints have caused the Indonesian people to pay more attention to health, including myself.
The pandemic has prompted me to investigate more online service applications, including telemedicine platforms such as Halodoc. The first time I used Halodoc, I was looking for online consultation services with health professionals. When I first opened the application, I was both amazed and perplexed because there were so many features that I didn’t know where to start because some of them were general and some of them were directly related to specific things, so I spent time looking at other features that might be more “accurate,” but both can provide the same endpoint. Personally, I’d like to know if other users are having the same problem.
However, in terms of business, along with the increased use of the Halodoc application, efforts are required to keep it running and to increase user loyalty and growth. As a result, researchers want to develop a project to provide users with a better experience when using Halodoc by identifying problems in using Halodoc based on user perceptions and behavior toward the application, as well as the pain points they face.
Planning the Research
Objectives :
1. Knowing the types of Halodoc users
2. Knowing the user’s perception of Halodoc
3. Understanding the behavior of the users when using Halodoc
4. Understanding what users need when using Halodoc (both fulfilled or unfulfilled)
5. Understanding user’s difficulty or pain points when using Halodoc
6. Understanding user differences when using Halodoc with similar behavior.
Research Methodology and Data Collection
Researchers used a qualitative approach to comprehend Halodoc users’ reasons, opinions, motivations, and thoughts for using the application. In addition, there is insufficient data about the problems, researchers must go directly to the field to investigate and explore.
Method: In-Depth Interview
Sample Specification: active users of Halodoc, nationwide, both male and female, aged around 18–40.
Location and Time: interviews are conducted online (Zoom meeting) and offline, 10-20 November 2021.
Key Information Areas
The subject to be explored in this research :
1. User Profile (name, domicile, age, job, how long to be a Halodoc user)
2. General behavior when using Halodoc (perception, motivation, reason, like and dislike, needs, and paint points)
Making Research Guidelines
Following the completion of the research plan, researchers created a guideline for conducting In-Depth Interviews. This guide includes introductions, explanations for users about the purpose of research, a list of questions based on key information areas, and closings.
The following are some examples of questions for discussion guides created by researchers:
“Do you have any prior experience with the Halodoc application? Please tell me about your experience with this.”
“What made you use the Halodoc application?”
“What are your thoughts on using the Halodoc application?”
“What do you like about Halodoc?”
“What is your least favorite aspect of the Halodoc application?”
Conducting the Research
At this point, the researcher looks into data on user behavior when using Halodoc in general. The study procedure is carried out both online and offline in this pandemic condition.
Define
Competitive analysis
A competitive analysis was used to determine the strengths and weaknesses of Telemedicine applications in contrast to Halodoc apps and to identify market gaps. This study included a competitive examination of three similar applications.
Affinity Diagram
An affinity diagram is a method for organizing enormous volumes of language data (ideas, attitudes, and issues) into groups based on their natural affinity. Researchers use the affinity diagram technique to reveal embedded patterns of thought by sorting and clustering language-based information into associations.
Main Findings
The researcher arrives at a conclusion based on the findings from the affinity diagram, as shown below.
- User’s intention and perception of Halodoc
“Praktis karena tidak perlu ke klinik untuk konsultasi ke dokter”
“Efisiensi waktu untuk mengambil obat di rumah sakit”
Users feel helped by Halodoc because they don’t need to do the effort such as waiting in line and making an appointment with doctors. The point is users, love applications that shorten their time in order to meet their needs.
2. User’s behavior and needs in using Halodoc
“Konsultasi dokter sama pembelian obat, biasanya sekali ada perlu bisa langsung 2–3 kali transaksi sekaligus”
“Konsultasi dokter dengan navigasi ke spesialisasi yang saya butuhkan, booking appointment untuk test PCR, beli obat”
“Konsul masalah saat covid, baca-baca artikel kesehatan”
Researchers found out that users of Halodoc use the app only for their specific need(s), they don’t use all of Halodoc’s features. However, the majority of users use Halodoc to consult with doctors online over chat and to buy medicine, because they only use Halodoc when they are feeling ill. The rest use Halodoc to schedule a covid test and read articles.
3. Differences when using Halodoc with similar application
Only half of the users also used Alodokter, a similar application to Halodoc, while the remaining three only used Halodoc as a healthcare application.
“Saat awal, al*dokter tidak support beli obat”
“Pilihan layanannya lebih spesifik”
“Opsi dokter yang online lebih banyak di Halodoc”
Users notice distinctions between Halodoc and other similar applications, such as the services and features provided. However, Halodoc has features that have met their primary needs, more choices of doctors online, fast response, and has a feature to buy medicine. So the use of other applications is only as a backup.
“Bisa customize dengan mengisi halaman utama dengan fitur yang sering saya pakai”
“Bisa mengakses apapun dari homepage karena tidak semua orang punya waktu untuk mencari-cari dahulu”
“Fitur shortcut, fitur pemesanan ulang item yg pernah dipesan”
Furthermore, the researchers discovered that users prefer other multi-service apps, such as Gojek and Grab, because of the shortcut feature, which allows them to access their needs directly from the homepage, such as the ability to customize the main page.
Problems and Paint Points
However, besides that positive sentiment, it was found some problems and pain points faced by users as follows:
1. “Chat dengan Dokter” or consult with doctors online feature problems
“Chat yang tidak mulus, sulit menghandle fitur chatnya”
“Ga ada pemeriksaan langsung, jadi konsultasinya ke beberapa dokter, untuk keluhan yang sama sampai dapat jawaban/diagnosis yang memuaskan.”
“Dokter kan harus nge-cek lewat kontak fisik”
Users found it difficult to have to retype their condition when consulting with doctors. Not to mention the chat is a bit laggy. Some users are unsure about the outcomes of the online consultation diagnostic and require additional services such as direct physical examinations or online consultations with multiple doctors until they receive a suitable diagnosis.
2. “Toko Kesehatan” or buy medicine online feature problems
“pembayaran masih belum bisa pakai all channel”
“untuk obat kan orang terkadang ada yang rutin konsumsinya, mungkin bisa digampangkan pakai order lagi”
It’s difficult for users to reorder things they’ve already purchased. Furthermore, they are unable to pay as freely as they wish, resulting in a payment choice that is limited.
3. Call an ambulance features
“Belum bisa telepon ambulance”
A user noted that the entire Halodoc app includes a wide range of capabilities that they don’t require. Despite the fact that Halodoc offers a lot of functions, it lacks the ability to contact an ambulance.
Recomendations & Action Plans
Researchers make recommendations and action plans based on pain points and unmet needs from users, which are divided into actions that need to be responded to quickly and actions that take longer to respond to.
Quick action
This action is required because it relates to habitual behavior that is directly related to the main needs of users in using Halodoc, and if not addressed, it can reduce the satisfaction of users’ experiences with the application.
1. Create the “Order Again” feature
2. Optimize the chat features so it’s not laggy and also to make it run smoother
Slow action
1. Create quick access or shortcut features from the homepage and the “Customize Most Used Features” Feature.
Before making this feature it is necessary to internal data crosscheck about what users use in Halodoc and do a survey to validate whether users use all or some of the features.
2. Create an ambulance call feature for special services.
In addition, there is a smart track feature to locate the nearest hospital because people require an ambulance as soon as possible. It is also necessary to understand the importance of the ambulance call feature and the process of providing an ambulance from the hospital. As a result, this needs to be reconsidered.
Ideate
I decided to take a solution at the ideate stage, which was to create quick access or shortcut features and customize special services based on user needs. This is due to the fact that other solutions that need to be completed are more business and technical, and the Halodoc application has implemented the “order again” feature solution on the transaction history feature.
User Flow
A user flow is a type of diagram that shows the steps a user will take in an application to complete a task. The following is the user flow of the activities finding and personalizing the service features.
Information Architecture
Information architecture is the practice of deciding how to arrange the parts of a digital product such as the content so that they can be understood. The IA in this application that focused on homepage and specific service features are on follows:
Wireframe
A wireframe is created first before creating a high-fidelity design. A wireframe is a low-fidelity design layout that displays the information that will appear on the page. The following is a wireframe of the Halodoc app redesign:
Mockup
A mockup is a high-profile visual draft of a design that is used to represent the structure of information, visualize the content, and demonstrate the basic functionalities in a static way. Colors and typography are examples of visual details provided by mockups. The following is a mockup of the Halodoc app redesign:
I outlined the bullet points for each problem and compared the old and new designs.
In addition to resolving the previously mentioned issues, there is an improved page display, specifically the search results page, because there is still a connection with the acquisition of the search bar.
Design System
The next step is to create a design system to help us create a unified design. It is made up of various elements such as typography, colors, icons, and so on. The color scheme in the design corresponds to the color scheme of the Halodoc application, and the icon used is from icon8.com.
Prototype
After defining the appearance of the Halodoc apps, the design concept is implemented digitally in the form of a prototype. The prototype of the Halodoc application redesign can be viewed at the link below.
Test
Usability Testing
The final step is to assess the prototype design that has been created. Usability testing used as testing a product on potential users to evaluate it. Some of the objectives of performing UT on this prototype are as follows:
- Test product concept with target audience
- Reveal friction points and confusing experiences
- Obtain user feedback on new features
In this study, the researcher used a qualitative method through an In-depth interview and task scenario. A more detailed usability testing report can be found here:
Usability Test Halodoc Apps Reports: Adding searchbar and customization
Scenario Tasks
As a researcher, I conducted an evaluation by presenting two task scenarios via Maze, followed by their thoughts on the task in terms of appearance, convenience, efficiency, and effectiveness of the proposed features. The scenario presented:
Imagine you are a registered user in the Halodoc application. You are on the main page (homepage) and want to find pediatrician services. In the Halodoc application, what actions did you take? — Searchbar scenario
Imagine you are a registered user in the Halodoc application. You are on the main page (homepage) and notice that there are heart health services listed in the ‘layanan khusus’ features that you don’t require. COVID immunization services are more frequently required for you on ‘layanan khusus’ features. In the Halodoc application, what actions did you take? — Customization scenario
Overall Evaluation
After finishing each activity, the user is asked a variety of topics relating to the task. The results of users’ efforts on the tasks, as well as their feedback and thoughts, are shown below.
Users who are good at both tasks understand the purpose of obtaining the new feature and enjoy doing so. However, there is one user who is having difficulty completing the task because they do not fully comprehend the instructions provided.
Recommendation and Feedback from Users
After completing the assigned task, the user is asked what areas still require improvement and what resources are required for them. The following is a collection of suggestions from users who took part in Usability Testing:
Limitation
- General research in empathize stage: The first study was conducted to determine the general behavior of users in using Halodoc. However, the majority of users use this application for online consultations, medicine purchases, and lab tests such as the Covid-19 test. As a result, if we want to learn about specific issues with Halodoc features, we must delve deeper by conducting research.
- Lack of target audience in Usability testing: The short time frame makes it difficult for researchers to find users who meet certain criteria, such as those over the age of 40 who use telemedicine apps. The majority of them seek assistance from their closest friends or family members in order to use the apps.
Lesson Learned
Be empathetic in business
As a UI/UX Designer whose work focuses on product development, we must understand and empathize with users by directly listening from their perspective and integrating it with business development. When users are happy and satisfied, the business will follow.
The user level of detail is much higher than we thought
Product evaluation from users is critical because they can see the details of the product that we believe is ideal.
