Boosting Digital Medical Appointments by 33%

Boosting Digital Medical Appointments by 33%

Boosting Digital Medical Appointments by 33%

Overview

GOAL

Increase the share of medical appointments paid digitally in 15%.

CONTEXT

I was the Lead Product Designer of Veris, the biggest network of medical centers in Ecuador

TIMELINE

4 months

PROBLEM

With the decrease of the pandemic effect, users had been stop paying their appointments in the app.

*This increased the need of operative personnel in the call center and the medical centers

GOAL

Increase the share of medical appointments paid digitally in 15%.

CONTEXT

I was the Lead Product Designer of Veris, the biggest network of medical centers in Ecuador

TIMELINE

4 months

PROBLEM

With the decrease of the pandemic effect, users had been stop paying their appointments in the app.

*This increased the need of operative personnel in the call center and the medical centers

GOAL

Increase the share of medical appointments paid digitally in 15%.

CONTEXT

I was the Lead Product Designer of Veris, the biggest network of medical centers in Ecuador

TIMELINE

4 months

PROBLEM

With the decrease of the pandemic effect, users had been stop paying their appointments in the app.

*This increased the need of operative personnel in the call center and the medical centers

GOAL

Increase the share of medical appointments paid digitally in 15%.

CONTEXT

I was the Lead Product Designer of Veris, the biggest network of medical centers in Ecuador

TIMELINE

4 months

PROBLEM

With the decrease of the pandemic effect, users had been stop paying their appointments in the app.

*This increased the need of operative personnel in the call center and the medical centers

Overview

GOAL

Increase the share of medical appointments paid digitally in 15%.

CONTEXT

I was the Lead Product Designer of Veris, the biggest network of medical centers in Ecuador

TIMELINE

4 months

PROBLEM

With the decrease of the pandemic effect, users had been stop paying their appointments in the app.

*This increased the need of operative personnel in the call center and the medical centers

GOAL

Increase the share of medical appointments paid digitally in 15%.

CONTEXT

I was the Lead Product Designer of Veris, the biggest network of medical centers in Ecuador

TIMELINE

4 months

PROBLEM

With the decrease of the pandemic effect, users had been stop paying their appointments in the app.

*This increased the need of operative personnel in the call center and the medical centers

GOAL

Increase the share of medical appointments paid digitally in 15%.

CONTEXT

I was the Lead Product Designer of Veris, the biggest network of medical centers in Ecuador

TIMELINE

4 months

PROBLEM

With the decrease of the pandemic effect, users had been stop paying their appointments in the app.

*This increased the need of operative personnel in the call center and the medical centers

1

1

Who

Who

were the patients

that were not using the app?

were the

patients that were not using the app?

First… we defined what a "full-digital user" looks like

In order to simplify the issue I came up with this equation:

Then… we segmented our users and prioritized which group to focus on

The smart move was to chose to know deeply our "Semi-Digital Users", they were half way to being fully digital and therefore increase the share of appointments paid digitally

1

1

Who

were the patients

were the patients

that were not using the app

2

2

2

2

Why

are these

are these

"semi-digitals" users not paying in the app ?

"semi-digitals" users not paying in the app ?

"semi-digitals" users not paying in the app ?

Why

are the

Insights

3

3

How

might we encourage

"semi-digitals" users to pay?

3

3

3

How

How

might we encourage

might we

"semi-digitals" users to pay?

encourage "semi-digitals" users to pay?

Content based on the user's language at its core + engaging visuals

The information architecture changed based on the research insights

Select or add family members every time you start scheduling an appointment

This was a core feature, almost 80% of the accounts were managed by the "family administrator" for medical issues

Better structured pricing information and share payment

Research showed that users fear that the price was not transparent enough and that some main administrators were not the "payers".

Visually appealing tracking and personalized treatment's promotions

Users not only can have a structured tracking of the treatment sent by a doctor but they also receive a personalized promo to incentive them to follow it

4

4

4

4

What was the impact?

What was the impact?

Let's talk

Let's talk

Let's talk

E-mail

E-mail

E-mail

E-mail

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