Designing Tele Consultation Experience

Designing Tele Consultation Experience

UX Design• UI• DEV HANDOFF

Client- Medstars

A team of experienced senior Medstars UK doctors, reached out to Jump360 with a brief to design apps for doctors and patients to connect securely.

Community of 2500+ Doctors, UK. It’s for the doctors, by the doctors

https://medstars.co.uk/

The need of teleconsultation

At a time, when social distancing is among the major measures used to fight COVID-19 pandemic,teleconsultation is stepping-up as a key technology for safe and efficient communications.Teleconsultations will enable many of the key clinical services to continue to operate regularly and uninterrupted, both in preparation for and in the course of a public health emergency.

My role

• I led the design of the experience from March 2020 across iOS, Android, and Web platforms.

• I worked alongside CEO, Doctors, Product Manager, a Tech Lead, and a team of 10 engineers.

• I worked on this from inception to launch in May 2020 and will also take on any future iterations.

DISCOVERY

Starting with the basics

We started internally to gather insights on concerns and desired outcomes for both business, members & other user types.

We held 3 Design remote workshops with key representatives from a range of product areas and departments globally over the course of a week including Member Support, Clinicians, Marketing, and more. In doing so, we increased awareness and understanding of a business problem that impacts Medstars as a whole.

These cross-functional sessions also gave us visibility of what is and isn’t in scope, helping us to focus on a suitable and viable solution.

Research Results

We had a couple of main hypotheses:

• Accessed by all medical practitioners who wish to use app to connect securely with their patients

• Medstars/Hospitals Know their patient details, mainly for follow up appointments.

• Easy Registration/ LOGIN process

• Ability to schedule a video call with a patient

• Ability to schedule a live chat with a patient

• Ability to send files via messaging service

• Virtual waiting room for patient whilst waiting to connect with medical practitioner

Business expectations

• Payment gateway for Medstars to generate revenue

• Payment gateway for all practitioners to charge patient for video call or chat

• Option for practitioner to waive fees/offer free consultation

• Medstars admin and reporting functionality

To create a MVP product to be used and white labelled by-

1. Any private medical specialist within UK

2. Larger clinics and hospital groups

3. NHS Trusts

4. International health market

5. GP clinics

Solution- Invite Based System for Doctors, Hospitals/Medstars, Patients, and Secretaries

Instead of going to the clinic and receiving a letter, We designed an SMS/Email based system, where the user will receive links with instructions about the registration/appointment. I kept the Registration form simple and user friendly, which resulted in a rise of new users every month.

• Medstars invites a doctor using their email add, which they have in their database. Also doctor can download the app and can register.

• Doctors can invite patients using their mobile no, and secretary using their email address.

How this works

1. Patients receive the links to download the app and accepts the invitation

2. After accepting doctor’s invitation, Doctor can send the appointment invitation

3. Patient can either accepts or reject it

4. On the day of appointment they can securely connect.

5. After the appointment, doctor send the appointment notes

Registration process-Doctor

Use cases

Dr Barry will be able to download the app from Apple or Google Play store. He needs to provide following details as part of their registration process

• First Name

• Last Name

• Email ID (Unique Identifier)

• Mobile Phone

• Regulatory Registration Number

• Password

• Confirm Password

Upon the successful completion of the registration form, Dr Barry will be presented with a consent screen which is in line with GDPR and data consent regulations (allowing in-app notification, email notification, SMS notification) Upon confirming the terms and conditions and consent screen, Dr Barry will receive an email to verify their entered email address

• Upon the successful email verification, Dr Barry will receive an email confirming that Medstars received the registration request and is going through the approval process

The Medstars Platform Administrator, Alan will receive a new entry on their dashboard to either accept or reject Barry’s request.

Registration process-Patient

Joey will be able to download the app from Apple Store or Google Play Store He will required to supply a valid UK mobile phone number (Unique Identifier).The Patient must provide their consent to receive SMS with the OTP. The Patient will receive a five digits OTP upon adding the mobile number for mobile number verification

Once verified by entering the correct OTP, the user will be asked to fill the following fields:

Replicating the Mental Model

When a patient visit to the doctor, he/she is asked for the following information.

• First name

• Last name

• Email address (optional for email communication)

• Password

• Confirm password

• Date of Birth

Upon the successful completion of the registration form, user will be presented with a consent screen which is in line with GDPR and data consent regulations (allowing in-app notification, email notification, SMS notification)

Registration process-Secretary

Dr Barry would be able to add new secretaries using a valid email address.Upon addition of a new secretary, the secretary will receive an email address to entered email by the doctor with an invitation to access the platform.Secretary will be redirect to the registration page in which the following must be provided:

• First name

• Last name

• Password

• Confirm Password

Secretary will have access only to the web portal.

Appointment System

Dr Barry or his secretaries will be able to schedule new appointments with patients through a web portal or app

The following information must be filled to create a new appointment:

• Appointment Title/Comments

• Patient Name (Select from a drop-down list of the patients accepted the doctor invite with search based on patient name and mobile number)

• Appointment Type (Video or Chat)

• Start Date/Time of Appointment

• Duration of the Appointment (5 min increments)

• Price (in GBP) or no charge

• Follow up/new appointment.

• Dr Barry or his secretaries will be able to schedule appointments only with the patients who received a request from the doctor and accepted it.

• If the patient doesn’t accept or reject the appointment within 24 hours, the appointment will be automatically cancelled

Pricing Model

Consultation Packages are introduced, where the doctor will buy the package based on the no of consultation they want. It’s like a Top-up model.

Testing our assumptions

In order to establish a user base and prove the product is successful to a larger client. Medstars clinicians were the immediate test market.

We tested and iterated on a prototype with doctors at hand members and also the general public digging into:

• The proposed flow and the ease of booking

• The concept of secretary and adding family member worked well.

• The reactions/UX Writing- to the language used were good

During this testing phase, we changed from a low fidelity prototype to a fully interactive web-app to allow users to explore expectations from their own experiences.

Through intensive testing, we found out that:

1. The end-to-end flow works well
   Positive reactions to schedule appointments

2. Need to create a system where Patient can search, book appointments at their ends

3. Firstly, Pricing strategy was per call and duration, and 80% of the doctors found pricey.

4. The package information Architecture was not correct, as doctors were not able to figure out figure out.

5. There was no Visual Affordance, when the calls starts or for consultations left