Designed Across a Wide Range of Products & Interfaces
Embedded Files
Internal Tools & Consumer Dashboards | Mobile App's | Web & mweb portals
Covid-19 has led a huge paradigm shift in work cultures across the globe. The no of people taking online consultations increased drastically. At the same time the information consumption on digital health care applications has started showing good spike with the increase of users proactive behavior. This behavioral shift triggered health care sector to focus on these users rather than just focusing on people who visits the platform when they are ill or fallen sick.
MediBuddy is a digital health care platform. Users can book onine video consultations with top doctors, Can order medicines and Book a labtest/health-checks. "DocsApp" is a B2C child company.
Business Requirement (Key PRD) :
To increase 'first user paid consultations'
Problem:
Why aren't users paying consultation fee after
describing the health concern?
Analytics Insight:
Drop from 1st Screen to 3rd (current) Screen 79%
Web Experience:
Mobile App:
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Key Insights based on Behaviors (Pattern):
"Cost is high & Nearby doctor is cheaper"
In India, there is no fixed price to health care, it varies based on the experience/service of hospital/doctor is offering and city to city.
Doctors in the T3 (Various Town's) are charging 30% - 60% less amount than metro cities and they speak local language which comforts user.
Users are aware that issue can be solved through online consultation but need beneficial motivation (Metro audience)
Brainstorming & Aligned Ideas:
Change Doctor & Choice of language
Location based Pricing & First user discounts
Better Trust factors & Better Communication
Addition of Positive emotional elements
High Privacy & Security for specific specialities
Seamless Navigation
Social Psychology --> Motivation+Strategy --> Trigger
Archetypal- convincing paradigms mapping
Mobile Screens
Use cases & flow map:
Pre-Conversation
User opens app but doesn't start a conversation
User starts typing but abandons mid-way
User submits an empty or gibberish message
User types in a regional language or mixed language (Hinglish)
User describes multiple unrelated symptoms at once
During Triage (Assistant Phase)
6. User gives vague answers ("I don't feel well", "something is wrong")
7. User gives alarming answers suggesting emergency (chest pain + left arm pain)
8. User refuses to share medical history / says "skip this"
9. User asks the assistant a question instead of answering ("is this serious?")
10. User provides contradictory info ("I'm fine but in severe pain")
11. Assistant fails to understand the symptom and loops repeatedly
Doctor Matching
12. No doctor available in the required specialisation
13. Doctor found but takes longer than expected to accept
14. Doctor accepts but then goes offline before responding
15. Multiple doctors available — how to rank and pick
16. Best matched doctor is busy — show next best or make user wait?
17. Doctor is available but only in a different language
Session & Connectivity
18. User goes away mid-conversation (idle timeout)
19. User loses internet mid-session
20. User closes the app and returns after hours
21. Doctor goes offline mid-consultation
22. Session expires before consultation is complete
During Consultation
23. User sends a file/image (lab report, prescription scan)
24. User asks something outside the doctor's specialisation
25. Doctor doesn't respond within the promised 15 minutes
26. User wants to switch to a different doctor mid-session
27. Conversation gets too long — context management
28. User uses abusive language toward the doctor
Post Consultation
29. User doesn't receive or can't view the prescription
30. User wants a follow-up with the same doctor but they're unavailable
31. User disputes the consultation or wants a refund
32. User wants to share the consultation summary with another doctor
33. User forgets what was discussed — conversation history access
Safety & Edge Cases
34. User expresses self-harm or mental health crisis
35. User is a minor using the platform without guardian context
36. User describes symptoms that need physical examination — teleconsult isn't enough
37. User is describing symptoms on behalf of someone else ("asking for a friend")
38. Duplicate consultations — same user opens two sessions simultaneously
Trust & Transparency
39. User questions why a particular doctor was assigned
40. User wants to verify the doctor's credentials before proceeding
41. User asks "am I talking to a human or a bot?"
42. User requests to opt out of data being stored
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