The Process Of Forming A Product — ACD Hospital Mobile App: UX Case Study [Part 2]
As we were building a complicated solution, we consolidated the concept by visualizing what is inside the app.
- Which I showed you how we did the research and decided on the feature set of the product.
App Features & Values To Users
App Sitemap
We created a sitemap to structure our app flow and the interaction between users and our app.
Low-fidelity prototype
First version
Key feedback
We tested the first version with 8 users, and we got many valuable feedbacks. Below are some of them.
- Most of them wonder why they have to pay upfront booking, can they pay after they meet the doctor? Can they pay by cash?
- The user may have no idea which doctor to choose when they book an appointment.
- Too many things on the Homepage, News + Search are not necessary. News should be changed to Information.
- There’re too many steps, should remove the “Done test” button, the automatic process after scan code, no need for the “check-in” button, cause it creates more works for the user.
- One wonders about what happened if she missed the number.
- One finds it easy to use, quite comfortable with it, the confirm booking stage lacks room number; however, the hospital may require the patient to measure height, weight, blood pressure before meeting the doctor.
The improvement
We continued to test it several times to finalize the feature set and improve the navigation of the product and resolving priority issues.
- Improvement 1 — Reduce actions
- Improvement 2 — Simplify homepage
- Improvement 3 — Require users to pay before making the reservation
High-fidelity prototype
Feedback of users after high fidelity testing
In general, all users we tested gave a lot of positive feedback to the app. Still, there are areas that we can improve. For example:
- There should be more explanations on the app so that first-time users can won’t get confused.
- Primary call-to-action on the homepage should be more emphasized.
- Users can see details of lab tests before making payment.
- There should be an indicator that users can leave the app and still can go back to the current phase of the treatment process.
Success Metrics
We tested 8 users who we interviewed in the Research phase, with our high-fidelity prototype to measure whether we succeed in solving the users’ problems.
Here are the results:
- 8/8 users believed the app could help them utilize the waiting time more effectively.
- 6/8 users believed the app could reduce their waiting time at a hospital, but most of them are skeptical whether the waiting time will be reduced significantly.
- 6/8 users felt that they would be interested in using this app if this app goes live with the current features.
I learned a lot through this journey. My sincere thanks to my mentor Shriya Shekhar, who I knew I wouldn’t get lost, to my teammates Steven (Tho) Doan, who spent hours working towards a common goal with me. I appreciate a lot for the collaboration and the experience we have gone through together.
Building a product and getting it adopted by millions of users is not an easy journey. But with the teammates, the true partner-in-crime, we know we are not alone.
To all of my precious teammates I met!
