Medi - a online doctor consulting - Case study - 2020

Designing a better online doctor consulting experience

case-study

The concept

A couple of weeks back I got a bike accident along with my friend Mehedi. After that, some people helped us to get into the hospital. The doctor gave us some instructions with some medicines. After taking rest for more than 2 weeks i started noticing my Low back pain is increasing. So I searched for my prescription to consult with our doctor, but when i called the given number on the prescription I found that it was the hospital number, and they told me to go to the hospital and to get an appointment to talk with the doctor. That was almost impossible for me in that situation. So I tried to go for an online solution. Online research led me to one conclusion that most processes are available only for appointments. Still, I have to go physically to the doctor.

Understanding the challenge

Consulting with a doctor still takes too many times in this Tech era is so disappointing and also frustrating. Nowadays we can easily chat and even be able to give video calls with anyone anytime we want. But for urgency, we don’t have any option to talk with a doctor for an immediate consult. So my main goal/challenge is to design an app for a better online doctor consulting. so that patients can easily chat, call and even can arrange a video call with the doctor directly through the app.

My role

To create this full case study , i had to provide many services to complte the whole process. Service i provided :

  • Ux design

    User research and analysis,

    User flow,

    Wireframing.

  • Ui design

    Interaction design,

    Prototype,

    Testing and redesign.

  • Design system

    Style guide,

    Components,

    Project management.

Research Method

The Surveys

I prepared a survey with Google Forms and distributed it among 40–45 people. My goal was to find out people’s goals and pain points for online doctor consult. I asked them some questions, These are :

Question 1

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Age/Gender?

Question 2

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Did they ever faced a sudden problem that they felt they needed a doctor right now?

Question 3

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What they do when they need an urgent consultation with a doctor?

Question 4

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What is the way they use to contact a doctor?

Question 5

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Did they ever try to find a doctor online?

Question 6

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Did they use any app for consulting with a doctor?

Question 7

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Are they ready to pay through a mobile app to get instant doctor consulting?

Question 8

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What feature do they want to get on an online doctor consult app?

Approximately 40 survey responses were collected and organized. Here are key points that were pulled from the survey :

Answer 1

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Age range 20–70 / 23 women, 17 men

Answer 2

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Most of the people faced a sudden problem that they felt they need to talk with a doctor.

Answer 3

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Most of the people go immediately for an appointment to contact a doctor or go to a hospital.

Answer 4

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90% of people have not any access to contact a doctor directly. only 10% has doctors phone number to contact directly.

*******

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Answer 5

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80% of people tried to find a doctor online but most of the time they just got disappointed and failed to find a doctor. and 20% of people never tried.

Answer 6

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50% of people tried to use an app for consulting with a doctor but they did not get any major help. From the end up they uninstalled those apps.

Answer 7

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95% of people will agree to pay through a mobile app to get instant doctor consulting.

Answer 8

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Most of the people want to get instant consult services which include short chat/call/video call. . Also, 80% of people want to find doctors from the app even if they are ready to pay higher to get a more qualified doctor through the app. Some people said they are not getting valid information about any diseases also, there are many more points they include in their online survey paper.

This information gave me a general idea of my target user. Working with real-world data is a good starting point to help avoid guesswork and preconceptions. Using this information provided a better chance to discover the root of the problem and how to solve it.

Persona

From my survey and online research, I found several types of users with various needs. Now I am going to focus on a specific user that helps to keep his/her needs in mind and not gets distracted whenever an idea for a new feature or demand pops up. I will combine all these to make a guide for my design decisions and priorities.

So meet Rebeka!

persona

About

This is Rebeka. she is 23 years old now. she is a specialist devoted to the implementation of existing technology within a field of Engineering. she lives with her parents in Dhaka, Bangladesh.

Goal

  • To be mentally healthy.
  • To get physically fit i mean slim.
  • Live a life without any kinda proposition.
  • Want everything on hand
  • Demand for an app in which i can at least rely and can live an amiable life.

Pain point

  • Anxious about her polyclinic.
  • Terrified of not being able to know what is
  • happening
  • Sometimes she can't remember all the mandate
  • which given by doctors.
  • In the need for every week's check-up, It's quite
  • difficult for her to go for a doctor in physical.

Rebeka’s quote

“Having Covid19 I can’t go physically to the doctor. But eventually, in this term, I need a doctor mostly. I’m in high depression, my anxiety level is 96% right now. That’s why most of the second I feel like I’m on the doorstep of the end of life. If that moment i could get the consultation will be so perfect for my health. If i would know my scaling information I would feel more in a standard of my own body. After extensive research, Now I have enough information to go further.”

After extensive research, Now I have enough information to go further.

Affinity Mapping

I have successfully built up a deeper understanding of my users and their needs. I sorted issues by similarity through Affinity Mapping and patterns started to emerge. This helped me to get more interesting information about my target users. i got a lot of pain points from the Research. First I will collect all and write it down on paper.

affinity-mapping

Out of the various point I received from the Research I will shortlist some of the important pain points.

Pain Points

After all these observations and research I had learned a lot about users’ problems, I found most of the users have similar behavior and pain points. Organizing everything helped me narrow down findings to some pain points, from these I created a list of features that can help user needs.

  1. People want a reassuring app that can provide them with online doctor consulting services immediately. And wants to get physically and mentally fit.
  2. There are some apps that are so pretentious and show up like that’s beneficial to all the patients. They used to believe those instructions, in all respects, it might cause another abrupt harm.
  3. Predominantly people want an app which should be like ‘Helping people’. Because there is no single trustable app, all are cryptic.
  4. Most of the people want to see their reports online, they want refined physical and mental information about them.
  5. Most of the people wanna get connected with a doctor via video calls. They plump for video calls rather than chatting or calls.
  6. If a doctor writes an article based on mental or physical activity or daily life chart etc, that can make people’s life more than easier.
  7. In averring the most coherent argument comes to a halt, they all need a beneficial and trustable app that can layout a better and healthy life for them.

Ideation

I already have deeper knowledge about user wants and needs, now it’s time to turn ideas into a meaningful design.

low fidelity sketches

After observing all the pain points I started doing some rough sketches focusing on some common words “online emergency consult, trustworthy doctor, a full guideline of any diseases, video call, chat, voice call, prescription save, better healthy life. here was the result i gathered from all those words/ideas into Rough Low-Fi Sketches.

low-fidelity-sketches

User Flow

By doing the rough low-fi sketches I already have some basic idea of how the app will function. But Mapping the whole flow of the app will help me to figure each step on the path the users will take throughout the solution. here was the user flow

user-flow

Wireframes

Wireframes represent the skeletal framework of the app. By doing this I can focus more on the functionality rather than what it looks like. Also, the simplicity of wireframes allows me to quickly test ideas without diving into the details.

wireframes

Design method

Inspiration Board

To get inspiration, i created an inspiration board from real apps, dribbble, and a lot more resources.

design-method

Color Palette

The color Orange is a very vibrant and energetic color. orange is associated with the fruit of the same name, also this color associated with health and vitality. In designs, orange commands attention without being as overpowering as red. It’s often considered more friendly and inviting, and less in-your-face. so for the app i choosen orange as the primary color, also added blue as the secondary color, and used black for text color, and last i used light orange as the background color

color-palette

Typography

I used Helvetica Now Display is known as a great font. It is a well-balanced typeface superfamily that seems to complement the interface. also the best-known typeface for all time.

/typography
/typography

Icon

I used Helvetica Now Display is known as a great font. It is a well-balanced typeface superfamily that seems to complement the interface. also the best-known typeface for all time.

icon

The final result

after all the research,ideation and design here is the final result:

Onboarding

First, I added what types of services the user will get. Then i added a login screen if any user has an existing account he/she can easily log in, also a new user can easily create an account.

final-result

Home

On the Home screen, I added overall experiences because this is the most important part of the app. Users will see which doctor is online for him/her so that he/she can easily get an emergency consultation. Also, the user will see top articles and some major services for him/her.

home

Services

ON the services screen, I added all categories of services and top doctors list so that when a user taps services on the navigation bar he/she can easily find his/her desirable service/doctor.

services

Articles

On the Articles screen, i added all types of articles list also a special article list named “based on your health history”

articles

Messages

On the Articles screen, i added all types of articles list also a special article list named “based on your health history”

messages

Slide Screen

On the slide screen, I added here the most basic things of the app like profile, payment methods, saved, and appointment date.

slide screen

Clickable Prototype

after completing the whole visual design i made a clickable prototype so that users can test it.I will check the Usability test of the prototype with users and will Reiterate designs as per user needs.