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In this comprehensive project, we delved into the world of fitness app development and transformed MyDoc's patient mobile application from a predominantly telemedicine-focused platform to a holistic healthcare companion. Our goal was to increase user engagement, satisfaction, and overall adoption by incorporating current features like Pixi chatbot while improving onboarding experiences for new users.
Project Scope
Our primary objectives were to:
- Improve the online consultation flow
- Enhance the onboarding process
- Add a physical consultation booking feature
- Redesign the app's IA (information architecture) and plan space for future growth
Secondary goals included adding features like medication delivery and pickup, as well as designing a health dashboard displaying biomarkers over time with subjective and objective data.
UX Research
Competitive Analysis
To gain insights into the competitive landscape, we conducted a thorough analysis of MyDoc's competitors, including local/regional apps featuring telemedicine functions and an international app with telemedicine and chatbot capabilities. This analysis helped us identify areas for differentiation and innovation.
Contextual Inquiry
We invited five users to participate in contextual inquiries, analyzing their interactions with the current app to identify functionality problems. Key findings included:
- Users appreciated the simple and fast signing-up process
- The usage of terms like "Group" and "Care Network" was confusing and misleading
- The chatbot's mixed-up functions with other processes on the app created confusion
- Most users preferred physical consultations due to personal human touch, but were skeptical about telemedicine
User Interviews
We conducted interviews with five additional MyDoc app users to understand their expectations, aspirations, goals, and needs. Key takeaways included:
- Users desired a smart and proactive healthcare companion, not just a reactive tool
- A secure and accessible location for storing all health history was crucial
- The app should mirror real-world experiences with healthcare
- Integration of offline and online processes was essential
Synthesis
Our research revealed that redesigning the mobile application is necessary to increase user engagement. To alleviate trust issues surrounding telemedicine, users need an intuitive and user-friendly experience.
Paperless System
Users expect a paperless system for all online services, including MyDoc's current app.
Integration of Offline and Online
To create a smarter application, offline health test results should be integrated with the app's online functions.
Quick and Smart
Users desire quick and accurate processes, minimizing steps and choices. Steps should be taken to reduce complexity.
Speaking the Human Language
Users want to feel like they're talking to a person, not a machine, especially in personal topics like healthcare.
Step-by-Step
Presenting processes step-by-step helps users complete tasks efficiently.
Usage of Pictorial Elements
Icons aided users in understanding app features, making the experience more intuitive.