How could we enrich and simplify the interactions between a patient and his practitioner via Doctolib?
Doctolib is a service where patients can book an appointment with doctors. They can also make online consultations and transfer medical documents to their doctors, which can do the same.
Doctolib wants interactions between patients and doctors to be easier and more frequent so that it facilitates their consultations. They also want their doctors to be fully booked at all times.
We did it all
For this project, we focused on every step of the double diamond.
We started with user interviews to understand the user’s behaviors and needs when they go to the doctor.
Our goal was to understand them throught all their medical journey.
How do they make an appointment with their practitioner?
What’s their preferred method of consultation?
How do they share and manage their medical documents?
💻 Video Call
⏲️ 30 min. each
What came out
They find by word of Mouth
Most people find their doctor by recommendation
They hesitate with video
Some people don’t know where to start with video consultation
They search with google
Most of the time, people use Google or other apps to find their doctor before using Doctolib
What we think
We realized that people’s main problem is how to choose their doctor. Many of them are used to seeing notations everywhere and want to have that feature on Doctolib.
We know for a fact that Doctolib does not wish to implement a grading system.
-> So we decided to go for the 2nd subject: video consultation.
On that matter, users that don’t use video consultation are not completely against it. They need more information and some help to get started. Sometimes they simply need to be reminded of its existence.
We will try to get users to use more video consultations so that it will help doctors be fully booked and it will encourage interactions and file exchange with their patients.
Our problem statement
How can we educate and encourage people to use video consultation?
We had a look at apps that are specialized in video calls to see what were the best practices.
Fast and careful shipping or hand delivery in the west of Paris.
We had a look at how eCommerce services like Vinted or Leboncoin were reassuring their customer when paying online.
Mind map – Crazy 8
Some reasons to consult, for example, prescription renewal can easily be done with video consultation.
Let’s show those reasons to the users so they can make a better decision.
For example :
– Paiement is secured
– It is covered by social security
– Waiting for the doctor at home
1. Add a Pop-up that shows the advantages of video
2. Make it more obvious that video consultation is a 100% refunded
3. Make the users feel safe by telling them that the payment is Secured
Our first version
On the left :
We added the information about the fact that it is 100% refunded
On the right :
We chose to put the step « reasons for consultation » before the « Type of consultation » step. We added a blue card to say that we recommend video consultation for the chosen reason. The card will show only if the reason is relevant to a video consultation.
Once the user arrives at that step, a blue text appears. It leads to a pop-up that explains the advantages of video consultation.
When the user chooses to make an appointment for a prescription renewal, he has to upload his old prescription. The goal is to facilitate the doctor’s work.
Let’s test our prototype to see what works and what doesn’t.
Check that the highlighting of the video encourages the user to make an appointment for teleconsultation.
☑️ Saw the text on refund
☑️ Saw the blue card
☑️ Clicked on “learn more”
☑️ Clicked on “the benefits of video consultation”
Check the fluidity of exchanges between patient and practitioner.
☑️ They share their document before confirming the appointment
So, what happened
Would agree to send their prescription before the appointment.
But it is a problem for 3/5 to be forced to do so
Users did not click on the explanatory pop-ups.
They already know if they want video
They go to the next step without seeing the blue card
Chose video consultation
2 hesitated but were swayed by the pattern.
What we think we should do now
Change the flow
Make our information more visible.
What has to be red shouldn’t be only in pop-ups. We should communicate with the user in the appointment flow directly.
Give video consultation reasons
Encourage doctors to offer more reasons for consultation and to specify which ones they offer in the video consultation.
We made two alternatives.
One that was as close as possible to Doctolib’s design system and one that was using Doctolib’s branding assets.
We could do more than this
We could do some A/B testing and see which is visual option is best for comprehension
Improve document sharing.
Clarify the interface where documents are located so that users can use them more easily.
Think about a way for the patient and doctors to be able to communicate before and after appointments, like a messaging service.
Thank you for reading!
and a special thanks to this amazing team 💚
with Clémence Job
& Isabel Gallego Valero
@The Design Crew