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Reducing patient's waiting time in diagnostic lab attendances.
Product Design

WORK

About

Check-in is a solution created to reduce the patient's waiting time in a diagnostic lab attendance.

The patient fills their information in advance speeding up their attendance time in the lab by 25% in average.

By mapping our user journey and focusing on digitalizing processes and attendance steps we were able to reduce attendance time for the patient and for the attendant.

Special thanks to my amazing UX Research partners Raphael Sanches and Giovana Cotrin, that helped me with interviews and research development of the product.

Milestones

My role

6k daily active users

25% attendance time reduction

280k/500k users goal reached

  • Interface design

  • Prototyping

  • User testing

  • User research

  • Workshop facilitation

  • Product development

Understanding the problem

I initially started by understanding the macro, asking some questions for the team and stakeholders and understanding the product metrics, how and why they were created.



Desk research and bench marking

Did a desk research to understand deep into the history of self service products and solutions and the first attempts to offer people this service.

Also did a benchmarking in collaboration with the researcher to get a more modern view of the auto service market. From the benchmarking we did some interesting work to find out what value proposition other products were offering in relation to our own, to sharpen our value proposition.

Using our data

We used the data and numbers to get more insight and come up with some hypothesis of how our product was being used.

User interviews

Together with the researcher we had a round of interviews to validate some of the hypothesis that the had.

For exemple, we thought that our users couldn’t understand well the product value proposition because Check-in was more attributed to hotels and airports and not the health sector.

Some findings

After rounds and rounds of interviews we finally validated our hypothesis and got better understanding of where our product was lacking improvement.



 

People were not used with Check-in in the Health sector

Even though our a Check-in solution was not common to the health sector, users were getting our value proposition right, they expected everything that we were trying to sell.


We were not using the data we were asking for

This was one of the most frustrating moments for the user, because they gave us all their info in advance so that they attendance time would be faster but when they arrived at the lab they had to give it all over again.

Users felt disoriented when arriving at the lab

Users usually depended a lot on the people that worked at the lab to orient themselves after they were done with our solution.



Inputing health care card information was confusing and hard

One of our biggest problems was that users weren’t so used to input their health care information, with made it harder for them to input it into our solution.




Actions

After rounds of interview we came up with some actions for the team and for the product to fix some of the problems we found.



  • Make the health card input flow easier so users wouldn't drop in this step.

  • Align our value proposition throughout all the communication channels, labs and product market assets.

  • Orient the user better throughout the journey

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