care app design
problem
Finding a doctor and setting up appointments is still a largely antiquated process. With a multitude of doctors available picking out the best doctor for an individual’s location, schedule and needs can lead users to abandon seeing a medical professional at all.
COMPETITIVE RESEARCH
There are solutions that exist currently that are really effective at being pieces of the puzzle, every single one appears to be missing something. Nothing is a holistic product that helps users throughout the entire appointment process.
goal
Identify how users pick their doctors and set up appointments.
Key Findings
Users were asked seven questions about various experiences dealing with setting up appointments, specifically in regards to their GP. Half of users are on top of setting up annual physicals, only one cited receiving a reminder from their doctor. A common pain point was the hassle of reaching a person and finding something that works for their schedule. An instance of a specialist playing phone tag for days was reported with a user that didn’t have access to their cellphone during the day.
Word of mouth means a lot in terms of selecting a doctor! Proximity and online reviews were also listed as being important. Consistently though, if someone you trust likes their GP, you’re more likely to make that connection happen. People are also willing to overlook ease of booking, location, wait times, etc… if they feel like the GP is compassionate and a good fit for them. Those that didn’t find their doctor through word of mouth found their doctor through a combination of searching online and their insurance as a recommended provider.
The majority of users are setting up their own calendar events as reminders. Some are creating multiples. Half reported an error when setting up an appointment, either in regards to staff or user entering in the wrong date. All users reported some form of reminder being sent from the doctor’s office. Either robo or receptionist confirming and offering the opportunity to cancel without penalty. No expectation of same day appointment was reported.
RESEARCH QUESTIONS
How do you set up your annual physical?
What do you do when you need to see a medical professional the same day?
How did you pick your current doctor?
Tell me about the best time you set up an appointment?
What was the worst time you set up an appointment?
Once you schedule an appointment how do you remember it?
What sorts of communication do you receive from your doc’s office?
METHODOLOGY
A usability study will be held with 4 participants. Each participant session lasted 30 minutes.
TARGET AUDIENCE
Insurance customers age 22 to 40 who may not have a GP and avoid annual physicals.
Sample size of 4
Aged 30–63 years old
"when i express urgency
i don't think they really hear me"
– kay
Synthesis
Based on user research half of users see their doctors yearly, colds, flu but not necessarily an annual physical. Other folks, said that they would only go if it was catastrophic and that would be to a urgent care or minute-clinic sort of solution. While each user had their own motivation, thoughts and feelings regarding their healthcare there were definitely some patterns that began to emerge.
persona
Built as the encapsulation of all user feedback.
scenario
David
Age: 38
Occupation: Teacher
Salary: $48K
Status: Married/ one child
His wife just got a promotion that has the couple moving across the state. All of his doctors are now four hours away. He just found a pediatrician for his 2-year old daughter by asking around at work, but he’s still not sure about the doctor’s old-school medical practice. David knows he should
really have a general practitioner for himself, but life keeps getting in the way. He asked around, but due to his teaching schedule he’d have to miss part of the day and book a substitute just to spend time waiting around at a doctor’s office. David keeps finding himself in a spiral of google searches and open tabs, when all he really wants is to painlessly set up an appointment with a doctor he can trust.
Round 3 testing takeaways
Pivoting based on feedback.
Scheduling over two steps went over better than the previous single step scheduling
Mention the practice the doctor is affiliated with, it matters to some people.
Re-Route take me back button.