Client/Problem:
Doctory is a startup organization founded by Maliha Khalid, whose goal is to make quality healthcare more accessible to people in Pakistan. They have a website where you can search for the right doctor based on your symptoms and location. However, their website is very simple in design and does not have a very efficient search function. To solve this issue, my team and I created a digital prototype that had more improved user interactions which made finding a Doctor much more efficient and easy..
Heuristics Test:
We conducted a heuristics test on Doctory’s current website to measure its learnability, recognition vs. recall, efficiency of use, satisfaction, error management/prevention, and help and documentation.
Competitive Analysis:
Screener Survey:
We created a screener survey using Google Forms. This survey was split into two parts. The first part consisted of four basic questions about how a person usually schedules a doctors appointment online. The second part (which was optional) of the survey consisted of five user interview questions about what a person looked for when scheduling a doctors appointment.
Results:
Card Sort:
My team and I tasked ten participants to categorize a series of different symptoms together. The goal of this was to see how a user would search for a doctor online based on the symptoms they’re feeling.
Our results showed us that most people categorized these symptoms by the area of the body or body system they may be affecting rather than the kind of doctor who would specialize in curing them.
Persona:
Once we got all of our screener survey and card sorting results, my group used this data to create a persona so it would help us come up with scenarios and questions for usability testing.
Usability Tests:
From making our persona, my group and I conducted some usability to see first hand what other people might find wrong or right about their website, and how it can be redesigned to make it better.
User taking test on Doctory’s current website.
Affinity Map/Findings:
The two areas that got the most negative comments were search results and filters.
After synthesizing our usability test results, we created a problem statement (How might we help users, whether they are familiar with medical terminology or not, search for a doctor more efficiently on mobile and on the Doctory website?) to help guide us on what to keep in mind when designing our prototype.
Low Fidelity Prototype:
Usability Test round 2:
After making our clickable prototype, my group conducted a second round of usability tests to see if we managed fix anything or not.
We came up with 3 scripts/scenarios for them to go through to see how efficient our prototype was.
User going through homepage of the first digital prototype.
Findings:
Final Prototype:
When my team and I finished conducting our second round of usability tests and synthesized our results, we began redesigning it to be more high fidelity and improved any basic interactions (search/filter/sort functions) that didn’t work for our users.
In addition to our website prototype, my team and I also created a mobilized version on Axure.
Next Steps:
For the future, my team and would like to:
Conduct usability testing on mobile version and higher fidelity prototype
Find a way to get more doctors involved to give users more options
Pilot in different regions of Pakistan
Consider integrating features with Google Maps and Google Calendar
Consider researching how to make the product more accessible to people with disabilities or a less tech savvy audience