Product Overview
DoctorAnywhere (DA), is the leading telemedicine provider in South East Asia and they have physical clinics around Singapore. While patients refer to Specialists from General Practitioners, especially patients from Great Easter & Income this product will provide a seamless experience for patients to book their specialist doctor.
Who am I in the product?
As a Lead Product Designer, I created the product strategy and researched and analyzed it to understand workflows and user behaviour. Identify the possible solution by creating Current-state and future-state journeys, and define MVP & product phases. Created user flows with sketches, validating by usability tests, and creating high-fidelity.
What is the Problem?
Patients who may have received a referral letter from their GP are looking for an appropriate Specialist but are unsure of which Specialist to go with and have to navigate through a tedious process to secure a specialist appointment.
How might we
How might we play a role in providing medical insights to patients & advice on healthcare financing so that we can offer a value-added patient experience?

How might we guide patients(policyholders) through the referral process so that we can coordinate care on their behalf?
Process
1
Discover
2
Define
3
Develop
4
Deliver
DISCOVER
Understand
Define the product's high-level road map and qualitative and quantitative data. Created various current user flows for better understanding. Access to the Tableau dashboard to collect more quantitative data.
Assumptions
Based on the understanding of current workflows and information, conducted a workshop with stakeholders and created assumptions for different stages, such as how the users get to know the best specialist, how they understand their insurance benefits & exclusions etc..
Key Objective in Discovery
To validate the Assumptions & Solution Hypothesis

Research

I have prepared a couple of interview scripts for different user groups with open-ended questions, focusing on our target audience’s values, pain points, and motivations. Conduct in-person user interviews. Also created a screener survey and sent it out to 200 users to understand how they are finding specialist doctors and their other concerns such as doctor's experience, clinic location etc..

Define
Insights
Validate the assumptions based on survey and user interviews. From survey out of 200, I got 93 responses based on that people are more concern about cost & insurance eligibility as well as clinic location & doctor's experience
Develop

Sketches & Brainstorming

Conducted a brainstorming session with stakeholders, the Product manager & Engineering team & drew some early sketches.

Deliver
Using the Design system, I have created High-fidelity designs for Specialist Recommendations. The patient can start a conversation with an agent and get to know their insurer's benefits and exclusions. By informing their preferences easily can select the best specialist doctor for them.

Validate

Conducted in-person unmoderated usability testing. In the usability testing, they completed seven tasks. During the testing, I observed users interacting with the prototype, collected data on their behavior and feedback, and completed the iterations with valuable insights. The end of the usability test informed users to fill out the System Usability Scale to understand more.

77.5
SUS Score
19.1%
User error rate
80.9%
Error free rate
Next steps
Work closely with the data team to identify the user behaviours to identify the gaps and improve those.
Key Learnings
User research is critical. User research is critical: Before starting the process, I conducted extensive user research to understand the pain points of the current Medical concierge team flow and their needs and expectations of them. This helped me to identify the most critical features and functionality to focus on in the design.
Collaborate with developers.
Throughout the design process to ensure the design was feasible and could be implemented within technical constraints. This collaboration helped ensure the final product was visually appealing and functional.
Communication is crucial. I provided regular updates and presented design solutions with clear reasoning to ensure all stakeholders were aligned and aware of the product progress. This helped keep everyone on the same page and ultimately resulted in the successfully launched Contact Center Management.