My Medical Assistant

My Medical Assistant

Case Study: making contacting your doctor easy and fast

Technology is changing the way we interact with each other. Many processes and tasks that required a long time to do in the past, are now a matter of clicking a button and voilá! 

Unless you’re talking about public health. During many interviews we conducted, survey answers we read and interesting talks we had, we made clear that a lot of people even postpone or neglect to see a doctor at all, because of the slow process they currently have to go through.

Using different research methodologies, such as interviews, surveys and affinity mapping, we came to our final problem statement:

(Potential) patients need quick access to make or modify an appointment with a doctor and to receive health-related information online, because they are currently postponing or avoiding to see the doctor, are dealing with long waiting times, a language barrier and a lack of direct feedback.​

Afterwards, to find out the current struggles and behavior of our user, we created an empathy map. We found out our (potential) patients have a lot of what ifs, are too busy with life to make a phone call appointment, might be scared of a language barrier, and rely a lot on friends/family or (online) reviews. Based on an empathy map, we came to our persona. Meet Anna 👋🏼

After a brainstorm, grouping all our thoughts, and finally some dot voting, we came to our first lo-fi’s. What features should our future make an appointment app need? What should come first? What makes a logical flow? Everyone in our team created his or her own version of the app in the way of a low fi. To come to a mid fidelity prototype, we took all the best practices and features from our low fi’s. This is how we created our first version of the mid fi.

We tested this prototype in Maze, where we received a 60% succes rate. Problems we found and feedback we received where as following:

▸ It is not really clear how you choose a doctor, and how you then proceed to the rest of the process

▸ Can you also opt out for an e-mail confirmation?

▸ How to see more reviews?

▸ How do I know more about the doctor than just languages?

Based on the problems and feedback, we created a second version of our mid fidelity prototype. We tested this design again in Maze, with the assignment to first check more info on one specific doctor, and then book an appointment. This time, we received a 89% succes rate (23 testers). Score! 

On to the high fi!

Now that we had a good working mid fidelity prototype, it was time to think about the visual design of a high fi prototype. To see what kind of vibes we want to build with our brand, we created two mood boards, and asked potential app users which moodboard they associated mostly with being trustworthy, approachable and intelligent? 

As you can see, we made the participants choose between a more soft and gentle mood board, versus a more ‘traditional medical’ color palette. A vast majority of the participants (21 participants), associated the first mood board more with the words trustworthyapproachable and intelligent.

Based on the above moodboards, we experimented with different colors,  components and fonts. We turned out to get our final design system, and eventually our high fi.

This is a summarized version of this project. Interested in the full case study? Click below ⬇️

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