Year
2022
Role
Product Designer
Timeline
2 weeks
Team
3 Product Designer
Improving trust between patients and doctors
Designing features that help patients evaluate practitioners before booking a consultation.
01
Overview
-40%
Secretariat contact rate
+25%
Document sharing rate
+20%
Appointments booked with the same practitioner
-60%
SMS sent to patients by Doctolib
Problem
How can we enrich the doctor-patient relationship?
How can we enrich the doctor-patient relationship?
From discovery to delivery
We used the double diamond method to help us define and solve the problem. After a service ecosystem and a HMW, we decided to do a user interview to understand user’s needs and habits.
02
User research
We wanted to understand
The patient's state of mind during and after the appointment
How patients anticipate their appointment with a practitioner
How patients feel about managing their information with the practitioner
User interview
In order to answer the questions we had identified, to discover more about the Doctolib uses and the expectations of patients, we interviewed a panel of users.
5 users
Aged between 23 and 56
Direct or indirect Doctolib users
30 min
On Google meet
Insights
3/5
patients consider it’s necessary to prepare their appointment with a practitioner.
5/5
patients consider communication with their practitioner as very important.
5/5
patients are more likely to consult a practitioner following recommendations.
Verbatim
“Whenever I have a question for a next appointment, I write it down in my IPhone, as soon as I think of it I have to write it down directly.”
Elodie
“I don't go to a doctor without a recommendation or without at least looking at reviews on the Internet."
Clavelina
Why?
They trust those around them
They need to know their qualities
The practitioner human qualities and the relationship are important to them
Problematic
How could we help patients to trust their new practitioners ?
KPI's
We defined success criteria in order to verify the relevance of our solution in the long term
Increase in the number of referrals from a practitioner
Increase in the rate of repeat appointments with the same practitioner
Reduction in the number of calls to the secretariat before the first appointment
03
Ideation & Prototyping
Mindmap & Crazy 8
3 main concepts emerged after the mindmap and crazy 8 we did :
Communication
Sharing questions and doubts before and after the appointment
Facilitating the sharing of medical recommendations as part of the follow-up
Transparency
Tool for preparing the interview
Personalization, humazation and enrichment of the practitioner page
Recommendation
Allow the patient to share and consult a review
Get recommendations from favorite practitioners
2 features
Tags
To hilight the doctor’s personality.
Only human qualities, no stars and no comments.
Display according to patient feedback only on the last months.
Email feedback
Allow the patient to recommend the doctor.
Help the community and highlight the qualities of a practitioner.
Sharing of feedback right after the appointment.
04
User test
We need to check that
Tags are understood and relevant in the new praticionner’s choice
Human qualities tag helps new patients and inspire more trust
The feedback path following an appointment is fluid and complete
Test
We organized a testing session to check the prototype pain points
Doctolib user
Abdou, 32
Engineer
Occasional user
Stéphanie, 42
School teacher
Occasional user
Solange, 59
School teacher
Doctolib user
Kentaro, 27
Graphic Designer
Doctolib user
Bastien, 24
Designer
Insights
1/5
Don't want to give feedback and don't understand how it works
3/5
Users do not see the tags and do not understand their meaning
We reworked and removed the tags on the search page. To avoid competition with new practitioners, we integrated it only on the practitioner page.
To explain how tags are taken into account, we added an i.
We removed the tags on the search page and integrated the feature only on the practitioner page to avoid competition with new practitioners.
What’s next ?
Short term
Long term
Communicate on new features directly on the homepage.
Additional transparency on the number of people who have recommended a quality.
Recommendations between practitioners, from follow-up to transmission? To be found in the patient area.
Designing features that help patients evaluate practitioners before booking a consultation.
01
Overview
-40%
Secretariat contact rate
+25%
Document sharing rate
+20%
Appointments booked with the same practitioner
-60%
SMS sent to patients by Doctolib
Problem
How can we enrich the doctor-patient relationship?
From discovery to delivery
We used the double diamond method to help us define and solve the problem. After a service ecosystem and a HMW, we decided to do a user interview to understand user’s needs and habits.
Year
2022
Role
Product Designer
Timeline
2 weeks
Team
3 Product Designer
Improving trust between patients and doctors
02
User research
We wanted to understand
The patient's state of mind during and after the appointment
How patients anticipate their appointment with a practitioner
How patients feel about managing their information with the practitioner
User interview
In order to answer the questions we had identified, to discover more about the Doctolib uses and the expectations of patients, we interviewed a panel of users.
5 users
Aged between 23 and 56
Direct or indirect Doctolib users
30 min
On Google meet
Insights
3/5
patients consider it’s necessary to prepare their appointment with a practitioner.
5/5
patients consider communication with their practitioner as very important.
5/5
patients are more likely to consult a practitioner following recommendations.
Verbatim
“Whenever I have a question for a next appointment, I write it down in my IPhone, as soon as I think of it I have to write it down directly.”
Elodie
“I don't go to a doctor without a recommendation or without at least looking at reviews on the Internet."
Clavelina
Why?
They trust those around them
The practitioner human qualities and the relationship are important to them
They need to know their qualities
Problematic
How could we help patients to trust their new practitioners ?
KPI's
We defined success criteria in order to verify the relevance of our solution in the long term
Reduction in the number of calls to the secretariat before the first appointment
Increase in the number of referrals from a practitioner
Increase in the rate of repeat appointments with the same practitioner
03
Ideation & Prototyping
Mindmap & Crazy 8
3 main concepts emerged after the mindmap and crazy 8 we did :
Communication
Sharing questions and doubts before and after the appointment
Facilitating the sharing of medical recommendations as part of the follow-up
Transparency
Tool for preparing the interview
Personalization, humazation and enrichment of the practitioner page
Recommendation
Allow the patient to share and consult a review
Get recommendations from favorite practitioners
2 features
Tags
To hilight the doctor’s personality.
Only human qualities, no stars and no comments.
Display according to patient feedback only on the last months.
Email feedback
Allow the patient to recommend the doctor.
Help the community and highlight the qualities of a practitioner.
Sharing of feedback right after the appointment.
04
User test
We need to check that
Tags are understood and relevant in the new praticionner’s choice
Human qualities tag helps new patients and inspire more trust
The feedback path following an appointment is fluid and complete
Test
We organized a testing session to check the prototype pain points
Doctolib user
Abdou, 32
Engineer
Occasional user
Stéphanie, 42
School teacher
Occasional user
Solange, 59
School teacher
Doctolib user
Kentaro, 27
Graphic Designer
Doctolib user
Bastien, 24
Designer
Insights
1/5
Don't want to give feedback and don't understand how it works
We reworked and removed the tags on the search page. To avoid competition with new practitioners, we integrated it only on the practitioner page.
To explain how tags are taken into account, we added an i.
3/5
Users do not see the tags and do not understand their meaning
We removed the tags on the search page and integrated the feature only on the practitioner page to avoid competition with new practitioners.
What’s next ?
Communicate on new features directly on the homepage.
Additional transparency on the number of people who have recommended a quality.
Recommendations between practitioners, from follow-up to transmission? To be found in the patient area.
Want to see more ?
Next ›
Year
2022
Role
Product Designer
Timeline
2 weeks
Team
3 Product Designer
Improving trust between patients and doctors
Designing features that help patients evaluate practitioners before booking a consultation.
01
Overview
-40%
Secretariat contact rate
+25%
Document sharing rate
+20%
Appointments booked with the same practitioner
-60%
SMS sent to patients by Doctolib
Problem
How can we enrich the doctor-patient relationship?
From discovery to delivery
We used the double diamond method to help us define and solve the problem.
After a service ecosystem and a HMW, we decided to do a user interview to understand user’s needs and habits.
02
User research
We wanted to understand
The patient's state of mind during and after the appointment
How patients anticipate their appointment with a practitioner
How patients feel about managing their information with the practitioner
User interview
In order to answer the questions we had identified, to discover more about the Doctolib uses and the expectations of patients, we interviewed a panel of users.
5 users
Aged between 23 and 56
Direct or indirect Doctolib users
30 min
On Google meet
Insights
3/5
patients consider it’s necessary to prepare their appointment with a practitioner.
5/5
patients consider communication with their practitioner as very important.
5/5
patients are more likely to consult a practitioner following recommendations.
Verbatim
“Whenever I have a question for a next appointment, I write it down in my IPhone, as soon as I think of it I have to write it down directly.”
Elodie
“I don't go to a doctor without a recommendation or without at least looking at reviews on the Internet."
Clavelina
Why?
They trust those around them
They need to know their qualities
The practitioner human qualities and the relationship are important to them
Problematic
How could we help patients to trust their new practitioners ?
KPI's
We defined success criteria in order to verify the relevance of our solution in the long term
Increase in the number of referrals from a practitioner
Increase in the rate of repeat appointments with the same practitioner
Reduction in the number of calls to the secretariat before the first appointment
03
Ideation & Prototyping
Mindmap & Crazy 8
3 main concepts emerged after the mindmap and crazy 8 we did :
Communication
Sharing questions and doubts before and after the appointment
Facilitating the sharing of medical recommendations as part of the follow-up
Transparency
Tool for preparing the interview
Personalization, humazation and enrichment of the practitioner page
Recommendation
Allow the patient to share and consult a review
Get recommendations from favorite practitioners
2 features
Tags
To hilight the doctor’s personality.
Only human qualities, no stars and no comments.
Display according to patient feedback only on the last months.
Email feedback
Allow the patient to recommend the doctor.
Help the community and highlight the qualities of a practitioner.
Sharing of feedback right after the appointment.
04
User test
We need to check that
Tags are understood and relevant in the new praticionner’s choice
Human qualities tag helps new patients and inspire more trust
The feedback path following an appointment is fluid and complete
Test
We organized a testing session to check the prototype pain points
Doctolib user
Abdou, 32
Engineer
Occasional user
Stéphanie, 42
School teacher
Occasional user
Solange, 59
School teacher
Doctolib user
Kentaro, 27
Graphic Designer
Doctolib user
Bastien, 24
Designer
Insights
1/5
Don't want to give feedback and don't understand how it works
We reworked and removed the tags on the search page. To avoid competition with new practitioners, we integrated it only on the practitioner page.
To explain how tags are taken into account, we added an i.
3/5
Users do not see the tags and do not understand their meaning
We removed the tags on the search page and integrated the feature only on the practitioner page to avoid competition with new practitioners.
What’s next ?
Short term
Long term
Communicate on new features directly on the homepage.
Additional transparency on the number of people who have recommended a quality.
Recommendations between practitioners, from follow-up to transmission? To be found in the patient area.
Want to see more ?