The client was concerned that the previous version of their application was not only visually outdated but also lacked a clear visual hierarchy and a consistent design system, making it difficult for users to navigate and use effectively. These shortcomings did not align with the client’s current strategic direction, which emphasizes user-friendliness, insurance benefits and instant consultations. To tackle these issues, we organized a workshop with the client to dive deep into the existing problems.

This unpacking session was crucial for us to grasp the client's perspective on the current design and to identify specific pain points. Through interactive discussions and hands-on activities, we explored the shortcomings of the old interface and gathered valuable insights on what the users found frustrating or lacking. We placed our design focus in the primary user flow, from app installation and registration to landing on the homepage for the first online doctor consultation. There were several perspectives we went through, for example, task objectives, data requirements, key barriers, and potential edge cases—presenting them in different colored sticky notes. This helped highlight the key scenarios we needed to improve the experiences.

Additionally we also reviewed competitive analyses that provided us with a clearer picture of where the market stands and what competitors are excelling in or lacking. This analysis was critical in determining the unique value proposition of our product.

Instead of requiring users to complete the registration process when first opening the application, we proposed leading users directly to the homepage. This allows them to explore the app's features and available benefits immediately. Users can then complete the signup process later, when they're ready to confirm an online consultation.

Users should be able to quickly filter available doctors by symptoms or department. Alternatively, users can search for specific doctors by name if they have a preferred physician in mind.

After finding the right doctor, users can book an online consultation by selecting an available time slot and preferred consultation channel. It's crucial for users to provide detailed information about their symptoms and their duration, enabling the doctor to use this information during the consultation. At the payment confirmation stage, users have the option to apply insurance benefits or discount coupons before finalizing their payment.

Users can quickly filter lists of doctors by popular symptoms using tags beneath the search box on the home page. We opted for a minimal tag component to reserve vertical space, allowing more room to display the list of doctors. These filters are then applied on the search results page.  The layout remains similar, with users able to switch between browsing doctors for immediate or scheduled bookings. Users can continue viewing a full profile and select their preferred appointment options.

We enhanced the booking flow by making the UX writing more user-friendly, adopting a conversational tone instead of an action-oriented one. Users can now describe their health concerns and symptom duration to the doctor. On the payment page, they have the option to select or change their preferred privileges for the booking. Upon completing the payment, users receive a booking confirmation.

Ten minutes before the consultation, the system reminds users through both operating system and in-app notifications. These notifications appear at the top of the screen, ensuring users don't miss their appointment. When users enter the consultation room, they are directed to a virtual waiting area until the doctor joins. Once the doctor enters the call, users can join and begin their consultation via audio or video.