Veris, the biggest network of medical centers in Ecuador, was looking to increase their app usage and enhance the user experience.
Lead product designer and worked with a team of 4 including tech lead, marketing specialist, UX/UI designer and a UX researcher.
Mi Veris app design at the beginning of the project
Problem and goals
Since the beginning of the pandemic, the app Mi Veris has never reached a high usage level.
The goals set for this project were:
➜ Improve the app experience
➜ Increase the share of medical appointments paid digitally in 15%.
1
Problem space
User research
"Why patients doesn't schedule digitally their medical appointments?" This was the question I asked at the beginning to the people involved previously on this project, but there was no consensus among them.
I wanted to have more context regarding what has been researched, take a look to the experience our competitors were offering and then, having some hypothesis gathered, ask some questions to our users.
So we kick off our research with:
Data analysis
Review data regarding variables related to digital transactions
Background research
Benchmarking and research previously done in Veris
Contextual inquiry
In-depth observation and interviews
What insights came up?
We spoke different language
False feeling of “done”
No incentives
Main administrators
Insecure feeling
Lack of tracking
2
Solution space
How can we increase usage and transactions by adding value?
We began by defining the scope of what we would focus on iterating and improving:
➜ The architecture information
➜ Appointment scheduling flow
➜ Medical orders section
While there are opportunities for improvement in the remaining areas, due to project cost and time constraints, we focused solely on these four sections in order to achieve our goals.
Considering our key areas to focus we started to iterated in possible solutions to them:
Information architecture
Adapt our language
This was a paradigm shift for the company as a whole; users were not using our jargon. In fact, they simplified all the medical categories we had significantly.
As a result, we had to change the information architecture and provide better 'cues' in our content in each flow.
Appointment scheduling flow
Get rid of the deceiving messages
We eliminate our modal that gave a false feeling of being finish with the transaction
Appointment scheduling flow
Add incentives
We ask for an approval for adding a discount percentage only for transactions in the app and we make it pretty visible in order to be “tangible” for our users
Appointment scheduling flow
Add family and friends
At the beggining of the schedule flow we add a “For who is this medican appointment” screen where you can also add a new family member o friend
Appointment scheduling flow
Renew our payment step
We renew our payment page by adding a message showing the PCI security standards and the brands of the cards we accept.
Medical orders section
Medical progress tracking
Our users were lost regarding their progress in their treatment, so we redesign the medical treatment progress experience.
3
Results
Did we reach our goal? Yes!
After the handoff and a continuos participation in QA, we launched our new app version.
The team and I were really happy with the users feedback and the final outcome:
+32% increment in digital transactions
We surpassed the goal by 17%.
-15% reduction in medical absenteeism
Increasing the digital transactions reduced the absenteeism in 15%
$600M increment in revenue
Reducing the absenteeism in 15% resulted in $60,000 in revenue.
🎉