WhiteCoat Global

On-Demand Telemedicine Service

Background

Redesigning the main patient mobile application. Created a design system and an improvement in the readability.

Stakeholders

Local patients, operations team, business management

Tools

Figma

Goals for the redesign

One of the main reasons why we want to improve the readability, is to manage the number of errors, particularly when users select their insurance policies. If we can improve our readability here, this would substantially reduce the number of calls we would get through customer service for trouble shooting. These troubleshoots take up the bulk of time spent by the operations team.

Metrics to evaluate success

A significant decrease in the number of calls taken by customer service on policy selection.

Market Analysis

Analysed direct competitors in the market such as Doctor Anywhere, Speed Doc, MaNa Doctor and more to understand their strengths and how our USP compared to theirs.

Goals:
Establish what the market looks like and also learn what language is familiar to users.

Findings

These apps cater quite closely to retail customers and do not deal heavily with policy add ons compared to WhiteCoat.

Goals

Create a design system to help our team to have a consistent library to go to to find patterns, icons, components, measurements, code and typography.

Results

The product’s team turn around time improved by 75%! With a consistent system to follow, designs were created very quickly and developers had ready built patterns that they could use as needed. All in all, our communication and speed improved significantly as a result.

Usability testing and findings

Goal:

Find out how people use the app, and what their perceptions are. What friction points do users usually run into?

Results:

The biggest takeaway is that users generally understood how the app works but tended to make small mistakes due to the lack of readability in the size of font and the amount of content that users needed to consume at one go.

Goal:

Understanding what kind of design work, structure and concepts.

Results:

Our final design focused on data that showed which services were used most as well as highlighting, newer services that we wanted further traction. UI elements that like larger bold headers helped to further improve the accessibility of the product. Brighter illustrations were also used to enhance the delight in our product despite the heaviness as a healthcare product.

Content reorganisation

Goal:

Make content easier to find with better labelling and clearer content

Results:

Testing showed that users found things more easily, since improving the information architecture of content heavy sections. By sectioning the content as well as increasing the font size this drastically improved the speed at which users were able to find what they were looking for.

Tools:
Optimal Workshop