Doctor’s appointment app

Overview

StoreMed is a service for patients who want to take care of their health. The app provides a convenient and fast way to make appointments with doctors, both in the clinic office and online. It also gives access to Medsi pharmacies, laboratory tests, medical records of family members, health services, and much more.

Problem

The main problems we were solving:

Create an accessible and user-friendly interface, improving the old service that was previously developed through outsourcing;
Enhance customer service quality and increase efficiency by providing a convenient way to book appointments and manage doctor visits;
Ensure easy navigation throughout the app, taking into account its extensive functionality;
Increase the number of appointments and payments made through the app

My role

My main tasks:

Responsible for the entire process of interface development as the lead designer;
Identified the target audience and the main UX problem areas of the old product and improved them;
Conducted in-depth interviews and tests together with a UX researcher;
Developed the visual concept;
Collaborated with the CEO, general director, product managers, and development teams;
Conducted design reviews with front-end developers after the handover of mockups and after their implementation.

Research

To gain insights into the current user experience, we conducted competitor analysis, user interviews, and surveys. From this research, we were able to identify market trends and user behavior patterns in medical applications and their offline experiences in clinics. It became clear that we could differentiate ourselves from competitors by offering a fresh and innovative healthcare experience. As a result, we analyzed these patterns and trends to better understand our target audience, their needs and preferences. 

We also identified the target audience, created JTBD, and developed a user journey map.

Insights

We gained several valuable insights from our research. For instance:

Our research showed that the majority of users (80%) visit only one clinic, which is located near their homes. This finding underscores the importance of creating a customer journey that begins with selecting a clinic and having the application remember this choice. We also focused on enabling clinics to offer their promotions and unique services, such as booking parking spots.
We realized that it is important for users to care for their health throughout their life cycle, from identifying a problem to preventing health issues. We must ensure that our app offers something truly useful and supportive to stand out in the healthcare market.
60% of users told us that having access to online telemedicine is crucial since they cannot always visit a clinic in person. The new telemedicine functionality will help users quickly receive medical consultations without leaving home, and the app will gain a new sales tool.
30% of users experienced inconvenience when planning to book an appointment for a child or another family member. Creating a family profile function will help meet this need and save costs on maintaining reception desks in clinics, as users will have the opportunity to book appointments for their children through the app.

Design

During the design process, we made multiple versions of the designs, sketches, and wireframes, refining them thoughtfully based on user feedback. We placed a great deal of emphasis on incorporating user feedback into our designs, recognizing that user-centered design is essential to creating a product that meets the needs of its users.

Since the app had numerous features but the navigation remained complex, the first step was to update the design of the app's main page. My goal was to enable users to quickly access all important features directly from the home screen. Based on the user tasks analysis (JTBD), I determined that users wanted to see information about the doctor's office number for their upcoming visit and know if payment was required. I added an upcoming visit information block and a payment option to the home screen, which resulted in a 20% increase in payments. Additionally, there was an increase in the conversion rate of visits to less popular sections of the app, such as tests and documents.

I developed a clear and engaging onboarding process that effectively showcases the app's features. During onboarding, we also ask users to enable notifications and allow access to their location. As a result, 70% of new users agreed to share their location or specified their city, which enabled us to offer more relevant suggestions and pre-select clinics suitable for the user.Additionally, I completely redesigned the authorization process by eliminating unnecessary steps. The addition of new login options significantly sped up registration, noticeably enhancing the user experience.

During in-depth interviews, we discovered that having the ability to consult with doctors online is extremely important for users. Often, they encounter situations where they can't visit a clinic in person, so we created a new section for telemedicine consultations.

Users have access to two types of consultations: urgent ones, for immediate assistance, and scheduled ones, which can be planned in advance. Every month, 10,000 people receive professional assistance without leaving their homes.

We continue to work on improving the quality of the service by enabling consultations with doctors of various specializations and implementing new features that make the process of communicating with a doctor even more convenient for users.

We also used feedback from doctors to design a tool for conducting online consultations on desktop. Now, hundreds of doctors from Medsi clinics use it daily to consult and assist patients.

My team and I have designed a huge number of new services and screens, which are either already developed or in the process of development.