[UX/UI] Health services e-commerce - Saude iD
Challenge and problem definition
With the beginning of the pandemic, the concern about self-care and contamination by coronavirus also brought new habits in health care. According to research agency Opinion Box, 43% of the population believes that, after the pandemic, telemedicine will be used more than before. Many who have never had contact with online services made their first online doctor appointment in 2020.
Saúde iD has been carrying out digital emergency care consultations, through an app, since 2019, long before the pandemic arrived in Brazil. With the increase in demand for medical care in 2020 and 2021, there was a need to expand its operation and provide a faster and smoother experience.
So how to reformulate the online emergency service so that it is scalable and low-cost for the company, thus making consultations at affordable prices for our users?
So how to reformulate the online emergency service so that it is scalable and low-cost for the company, thus making consultations at affordable prices for our users?
The process
I started the process by talking to stakeholders, establishing their expectations, and business rules to be considered. We listed together the doubts we had at the beginning in a CSD matrix (the Portuguese for Certainties, Suppositions, and Doubts). We also discussed the possible technologies to use, third-party sales platforms, and the need to adapt the existing pages.
We followed up with an adapted Lean Inception workshop with squad members, stakeholders, and other people that we believe would add to our findings.
Everyone participated and engaged with their knowledge resulting in fundamental insights to conduct the project.
So, I listed our direct and indirect competitors in a benchmark, and I understood their proposals and possibilities for improving our possible products.
So, I listed our direct and indirect competitors in a benchmark, and I understood their proposals and possibilities for improving our possible products.
User journey and MVP
After in-depth interviews with people looking for fast, online, and low-cost services, the Persona was defined. Based on this information, we follow the entire user flow development and product decisions such as:
* Fast doctor appointments
* Competitive prices
* Trusted doctors
* Easy payment methods
* Costumer help via Whatsapp
* Competitive prices
* Trusted doctors
* Easy payment methods
* Costumer help via Whatsapp
User Flow
I created a user flow diagram to map the user journey, all the interactions needed to reach your goal.
"As a user, I want to make an online emergency doctor appointment fast and at a competitive price."
Wireframes e prototypes
Based on the design system developed in the company, I created all the pages in the desktop and mobile versions, so that the testing could bring more assertive insights.
What I learned from this project
* Research is fundamental: during this stage, I was able to understand the data on health behavior changes before and after the pandemic.
* The persona helped the entire team focus on user needs in decision-making.
* Without the tests with real users, we would not have made crucial changes to the project, leaving the product assertive and uncomplicated.
* The persona helped the entire team focus on user needs in decision-making.
* Without the tests with real users, we would not have made crucial changes to the project, leaving the product assertive and uncomplicated.
