Consultation with Doctors UI/UX Case Study

Company is Healthcare solution pvt ltd. Its have 2 products Aayu for Users and Sehat sathi for Pharmcy mobile apps.

Bussiness/Idea:

Providing Affordable, accessiable and quick healthcare services. So basically idea is by the Aayu app only for all your healthcare needs. Targeting audience is maily rural area and cities also. It provides services Consultation to expert doctors with in half an hour in a 32 categories. And Order medicines & wellness products and get them delivered to your doorstep within 2 hours. Order Medicine is the top business generating model and consultation model is running in pilot mode.

The following are a few of the primary objectives:
Redesigning completly this flow, solved critical journeys and some major issues facing by users.

1. Fix the consultation usability issues as best as possible.
2. Create a simpler look and experience.
3. Improved the payment page and retrieved data to find out “at what point users break up”. Build trust in our product.
4. After submitting the case “How to add user on app” for more trust design the doctor profile.
5. Many times the user misses the doctor’s call, then this problem is also solved.

Process or methodology:
Empathize > Define > Ideate > Design > Prototype

1. Empathize:
   I delved deeper into Aayu corporate goals, competitors, consultation behavior, and user research to discover customers’ pain points. Due to time constraints, user research was conducted via discussed with call center team, heuristic evaluation and some user interviews. All of these methods were done to validate my biggest concern about the flow, which is the payment flow or screen and the after case submited “How to user engaging on the app”.
2. Define:
   My roal objective was research, design, and implementation. I identified the user’s problem with different types of research.
   60% problem identified the CC(call center) team, 15 % pain points gaiting from interviews and 25% challenges from heuristic evaluation.
   The bigest challenge was that “we not getting the porblem from payment page”.

Interview- User problem statement:
On the interview i want to identify that why users breaking or quit the flow on payment page. Because I already know that the maximum user break flow on the payment page, this, I found out from the analytics & data research.

Different people had different say that user think consultation is free, they only Try or checking, some user not able to online payment, they think first consult will free and 99 rupees is costly for user.

Call center team- User problem statement:
Getting some feedback from call center team.
1. User wants to see doctor’s information and which doctor will check?
2. They are not able to understand the questions asked properly.
3. Max time user missed doctor’s call. Because they don’t know when Doctor will call user.

Heuristic evaluation- problem statement:
1. Not easy to find out the “How start the consultaion flow” because user
confused in Start consultation and follow up.
2. Recent consulttaion showing out side the flow.
3. Categoury search bar finding also tipical for user.
4. Doctor visibility is not on paymnet page.
5. Subscription plan also not visbiable clarity on payment page user.

3. Ideat:
1. After considering this problem all the points have been collected and explore more ideas and discuss all the solution with the team. All the ideas was worth. After that i started converting ideas in designs.so first created the new personalized dashboard. And highlighted the consultation start card. After that on second screen gave the trustful feel for user like they get the satisfied, this is the right place for doctor consultation. Second is focused on Start consultatin CTA for the users.

2. As I have already mentioned that some users do not type properly and the questions are not read. Then I implemented flexibility a mic for voice typing and a speaker for the listing question. Which the user can also turn off if he wants.

And received positive feedback from users on the process. And very useful for the user. This saves the user’s time because there is no need to read the question and also saves in typing.

3. The bigest challenge was that “we not getting the porblem from payment page”.

Yes, it was the crtical part of this complete flow. The biggest issue here was the trust, i created the solution. How many doctors live, by showing the user pictures of doctors. And show the benefits of Aayu consultation. So somewhere this thing kept a good impact on the user. I have designed this screen with clean and clear visibility so that user is not confused in taking action.

And after that the number of consultations increased and decreased the breakdown of the flow on this screen.

4. There were many other reasons also for the breakdown the flow so that we have created a feedback form on the payment page. And ask some top three reasons.

To this form started the getting right data or reasons.

5. After the doctor is assigned to the user, the user is shown the complete profile of the doctor like experience, number of consultations and all.

Do not miss the call of the doctor user, so the feature to save the time slot and doctor number was also given.

And made some changes from the visual design side. Such as improved search bar, corrected CTA color and size, increased visibility on Action Points.

6. Prototype
At final stem create the prototype and testing.

And finally it is live in the app. and we increased the number of consultations by 2.5x and user breakdowns also reduced.