Video consultation experience for Healthcare Mobile App

Research Method

The Surveys:

I created a Google Sheet and distributed it to clients and their users, who fall within the age group of 21 to 60. The primary objective of this initiative was to identify the issues faced by existing users while using the application and determine the improvements they would like to see.

By gathering feedback directly from users, I aimed to gain insights into their first-hand experiences and pinpoint areas for enhancement within the application. This feedback will serve as valuable input for identifying pain points and prioritizing the desired improvements.

I conducted a survey consisting of several questions to gather insights from the users. Here are the questions asked:

• What is your age and gender?
• Have you ever faced an emergency situation where you felt the need to consult a doctor immediately?
• What do you typically do when you require an urgent consultation with a doctor?
• Have you ever tried to find a doctor online?
• Have you experienced any delays or long waiting times in our virtual waiting room?
• Have you ever dropped off from the waiting room before consulting with a doctor?
• Do you have any suggestions or improvements in mind for our consultation process?
• How would you feel about the idea of having a reading corner in our virtual waiting room?
• Which section of our current application do you like the most?
• What features would you like to see implemented in our new application?

By addressing these questions, I aimed to gather valuable feedback on users' demographics, their experiences with the current application, and their expectations and suggestions for improvements in the consultation process. This information will be instrumental in identifying areas of focus for enhancing the user experience in the new application.

Based on the analysis of approximately 30 survey responses, the following key points have been identified:

• The survey participants consisted of 21 men and 9 women, within the age range of 21 to 60.
• A majority of the respondents reported facing emergency situations where they felt the need to consult or talk with a doctor.
• When in need of urgent consultation, most people either search for doctors' contact numbers online or directly visit a hospital.
• Around 75% of the participants attempted to find a doctor online, but they were often disappointed and unsuccessful. Approximately 25% of the respondents had never tried finding a doctor online.
• Many users experienced scheduling delays or encountered high waiting times in the existing app.
• A significant portion (60%) of the users dropped off from the virtual waiting room, indicating a dissatisfaction with the waiting experience.
• Users expressed a desire for a better app that reduces waiting time and offers improved functionality.
• The idea of having a reading corner in the virtual waiting room received mixed responses. However, users expressed an interest in reading articles related to their previous health records.
• The current doctors booking or scheduling section of the existing application received positive feedback from most users.
• Users expressed a strong demand for the inclusion of more doctors in the healthcare chain, aiming to reduce waiting times. Additionally, they requested features such as Medicine at Doorstep and Doctors' Home Visits specifically tailored for senior citizens.

The survey results have provided valuable insights into the needs and preferences of the targeted users. This information will be instrumental in identifying and addressing the existing problems, as well as developing appropriate solutions.

User Persona:

A user persona is a fictional representation of a target user group, created based on research and analysis of real user data. It helps to understand and empathize with the users' goals, needs, behaviors, and pain points.

Here is a sample user persona that I have created for the Healthcare App.

Short Notes:

Based on my successful study of users' requirements, problems, and needs, as well as my internet research, i have compiled valuable information through sticky notes. The observation and research have revealed that most users face similar problems and exhibit similar behaviour patterns. This finding provides valuable insights into the common challenges faced by users and allows for the identification of overarching solutions. By recognizing these similarities, i can now proceed to develop strategies and features that effectively address the needs of a larger user base and provide a more streamlined and user-friendly experience.

• Instant Appointment: Users want the ability to book doctor's appointments immediately when they genuinely require consultation for their physical or mental well-being.
• Video Consultation: Users prefer to communicate their problems with their doctors through video calls, as it provides a more personal and interactive experience compared to chats or normal phone calls.
• Flexible Waiting Room: In cases of high waiting times, users desire an option to change or find available doctors within the virtual waiting room, providing them with more control and flexibility.
• User Assistance for Senior Citizens: Senior citizens, who may not be familiar with new technology trends, would benefit from having an easily accessible enquiry or help desk within the app to assist them with any questions or concerns.
• Many users experienced scheduling delays or encountered high waiting times in the existing app.
• Online Access to Reports and Prescriptions: Users want the convenience of accessing their medical reports and prescriptions online, allowing them to view and manage their health information digitally.