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Video Consultation

How to enrich and simplify the interactions between a patient and his practitioner via Doctolib?

Who ?

Doctolib is a service where patients can book an appointment with doctors. They can also make online consultations and transfert medical documents to their doctors, which can do the same.

What ?

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.

Design Process

We did it all

For this project, we focused on every step of the double diamond.

User interviews

We started with user interviews to understand the users behaviours and need when they go to the doctor.
Our goal was to understand them thought all their medical journey.

1.

How do they make an appointment with their practitioner ?

2.

What’s their preferred method of consultation?

3.

How do they share and manage their medical documents?

5 users

💻 Video Call
⏲️ 30 min. each

Naïm

32,
Engineer
Paris

Camille

32,
Psychologist
Paris

Mathilde

30,
Osteopath
Toulouse

Isabelle

59,
Nurse
Dunkirk

Pierre

25,
Student
Saint-uze

Research

What came out

Choice

They find by word of Mouth

 

Most people find their doctor by reccomendation

Video

They hesitate with video

 

Some people don’t know where to start with video

Other apps

They search with google

 

Most of the times, people use google or others apps to find  their doctor before using Doctolib.

What we think

We realised that people’s main problem is how to choose their doctor. Many of them are used to see notation on people and want to have that feature on doctolib because they use it anyway on google.

The problem is that Doctolib’s clients are the doctors, and giving people a grade is not something that is part of Doctolib’s phylosophy.

We decided to go for the 2nd subject that came out, that was videoconsultation.

Our problem statement

How to educate and encourage people to use videoconsultation?

Benchmark

Whatsapp

Messenger

Skype

We had a look at apps that were specialised in video calls to see what were the best pratices.

Livi

Qare

We had a look at medical apps that were only using video consultations like Qare and Livi. We liked that there is a detailled onboarding (like here in Livi) before the patient meets the doctor, because it seems to improve the quality of the video consultation.

Vinted

leboncoin

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.

Ideate

Mind map – Crazy 8

Some reasons to consult like for example prescription renewal can easily be done with videoconsultation. 

Lets shows those reasons to the users so they can make a better decision.

Let the users know why videoconsultation is good thing. 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 user feel safe by telling that the paiement is Secured

Prototype

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 rellevant for video.

Once the user arrive to that step, a blue text appears, and goes to a pop up that explain the advantages of video consultation.

When the users chooses to take an appointement for a prescription renewal, he has to upload his old prescription. It facilitates the doctors work.

User tests

Let’s test our prototype to see what works and what doesn’t.

Goals

1

Check that the highlighting of the video encourages the user to make an appointment for teleconsultation.

 

Checklist :

☑️ Saw the text on refund
☑️ Saw the blue card
☑️ Clicked on “learn more”
☑️ Clicked on “the benefits of video consultation”

2

Check the fluidity of exchanges between patient and practitioner.

 

Checklist :

☑️ Share your documents before confirming the appointment

5 users

Camille

32,
Psychologist
Paris

Maria

30,
Osteopath
Toulouse

Naïm

32,
Engineer
Paris

Ana

59,
Nurse
Dunkirk

Pierre

25,
Student
Saint-uze

Video Call
}
30 min

So, what happened

5/5

Would agree to send their prescription before the appointment.

 

But it is a problem for 3/5 to be forced to do so

5/5

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

3/5

Chose video consultation

 

2 hesitated but were swayed by the pattern.

Solution

What we think we should do now

Change the flow

Make our informations 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.

Video Reasons

Give video consultation reasons

Encourage doctors to offer more reasons for consultation and to specify which ones they offer in video consultation.

Iteration

We made two alternatives.
One that seemed more classic and one that was a little bolder using Doctolib’s branding assets.

Prototype

Try it yourself !

Next Steps

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 abble 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