The HospOne Healthcare mobile app
is developed to assist the most important
medicine interactions, truly connecting patients with their healthcare providers.
The exponential growth of healthcare apps/platforms to decrease the barriers between users and HCPs in the context of 2020’s COVID-19 pandemic, resulted in the digital overload of both doctors and patients leading to their obsolescence and inefficiency.
In fact, Health apps are often used without adequately taking aspects related to their quality under consideration.
A Health app can be developed to promote a new business model in medical practice, to the extent of their ability to establish a new relationship of proximity, trust, and dependence on the doctor's support for their patients.
For this reason, “the players that can deliver differentiation and engagement will win”…
Task
This project aims to understand the gaps in the existing apps used in the private health sector in Portugal, seeking to optimise the existing offerings and introduce new ones by understanding how a Health app can add value to all the intervenient parties not only for end-users but also for HCPs.
Solution
The HospOne - Healthcare mobile app is developed to assist the most important medicine interactions, truly connecting patients with their healthcare providers. Focusing on creating user-friendly interfaces, the UX | UI design prioritises users' needs, accessibility, and inclusivity.
The Double Diamond framework is used in the workflow to structure the thinking process and support the problem-solving process.
Double-Diamond Framework
The competitive analysis was carried out to understand the features/ service gaps among Health apps (both in the private and public sectors in Portugal) to address those weak points and subsequently improve them.
Feature Matrix
Categorising the target audience segments is the first step to empathise with the potential users of the healthcare application.
Working Professional
Busy middle-aged people who value their time and prioritise convenience and efficiency.
NEEDS: They look for a smooth, easy, and flexible way to book, reschedule or cancel doctors’ appointments. They value agile hospital procedures where they don’t have to waste time. They appreciate the full fee information beforehand as well as reminders.
Parents
Parents with young children often need to consult paediatric specialists.
NEEDS: They need to quickly find paediatric specialists, have convenient and smooth appointment booking, ability to check the paediatric emergency care waiting times. Reminders about vaccinations and regular check-ups are often needed as well as, access to their children’s medical records and data.
Elderly People
Older adults who need regular medical follow-up, needed to be reminded of consultations, exams and medication.
NEEDS: simple and clear interface with large font, voice control, easy and smooth login, easy to book appointments/exams with multiple specialists and services in one place. They value the possibility of booking homecare activities and they feel secure with being monitored.
Youngsters
Tech-savvy young people who value speed, mobility and efficiency.
NEEDS: They look for easy and fast appointment booking procedures.
They would like to minimise the queuing waiting time at the hospital. They value the full fee information beforehand as well as reminders and interesting articles.
User reviews provide the most reliable source of qualitative insights into real users' pain points in the context and time frame of using the product/service hence facilitating the qualitative hypothesis validation.
Affinity map - User Reviews
Job Stories and Categorisation · Patient’s perspective
By formulating tasks from the user’s perspective and prioritising them, Jobs To Be Done assists in highlighting the causal relations that simplify what the user wants to get done and why they want to get it done with the use of the HospOne product - an anchor point for “where” to create value.
After categorising the Jobs To Be Done the prioritisation method MoSCoW is used to define what the application must have, should have, could have, and won’t have.
The As Is / To Be Done model is used to identify gaps between the current and the desired states of a general Hospital’s processes workflow.
The As Is diagram offers an overview of the current state of the general organisation’s process, culture, and capabilities and the To Be Done diagram, on the other hand, provides an overview of the future state, outlining how the organisation’s process, should appear in the future.
As Is
To Be Done
Portrayed in the sitemap, the information architecture plans the systems structure, content organization, and the navigation which is aligned harmoniously with user flows. Organising and management of content prevents the cognitive load of the user.
App structure
Technical visualisation of the simulated MVP product flow that predicts user paths.
Sign-up and Login processes are vital
for accessing and enjoying the platform's features. They ensure a secure and personalised user experience, offering diverse registration/login methods to adjust to each user preference and mental model.
Designing Secure and Seamless Logins
Biometric Registration -1st-Time User
Biometric Login - Regular User
Check the most important
information on one screen
· Choose a user profile;
· Check emergency waiting times;
· Today’s appointment visual reminder;
· Appointment self check-in button;
· Other appointments reminder;
· Articles related to the patient
and their household members' diagnosis;
· The Hospital Pre-admission form is accessible on the app.
Personalise notifications
Book consultations with ease
· Check a summary of the doctor’s profile with the possibility of accessing the full information on another page;
· Selection of the consultation duration;
· Different type of services provided;
· Date and time-slot availability;
· Check doctor's ratings and reviews;
· Save the doctor’s profile in the favourites list that will be available on the “My Doctors” list;
· Check doctor’s information;
· Doctor’s information highlights;
· Information about consultation fee.
