Hospital Appointment
Worked on end to end user journey to make the flow easy to use for the patients to book hospital appointment . Cutting down the long que for the patients.
Role
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User Research
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UX design
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Information architecture
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UI Design
Duration
5 months
Problems
Different hospitals have different flows and forms to fill for new/existing patients
We wanted to systemise the experience of the users for all the hospitals on halodoc platform. so that there is no cognitive load on patients mind
Hospitals are reluctant to the idea of changing their existing flow
Hospitals don't want to change there flow of work which leads in long queue in hospital & frustration for many patients especially the old ones
Various payment methods (private, insurance) require different flows
The healthcare payment structure is complicated as people often use public health (BPJS) as mode of payment but it requires a score verification.
User research
Here are some insights from patients which we got from various experiments & user research
Patients queue at hospitals in morning for token then checking again if its their turn or not.
Hospitals wants regular or private insurance patients BPJS patients have to wait in hospital
BPJS users are more in number & it requires them to submit a reference letter to see a doctor
Hospital have there list of requirements before confirming doctor appointment
The video of people standing at reception counter 4:00 am in morning for token . which really made me feel the scale of the problem which needs to be solved & how halodoc is working towards it
Untangle the process of appointment booking for both regular & BPJS patients
We started with standardising the problems in smaller parts and then landed at the respective solutions.
Solution
User flow
How it works
1.Users go through an on-boarding
process by selecting the patients
We also don't add another step for new users as the number of steps remain similar for all users whether existing or new
2.Confirm user details & add KTP ID for the hospital to confirm
Users while confirming their details also confirm if they want to use there BPJS card as payment method if so, we ask for reference letter & control letter
3. Payment summary sets an expectation for patients
Payment summary differs for regular & BPJS users as payment methods are seperate . we also tell that there will be some additional charges if any lab test or other services are taken.
4. Booking request received by hospital & rest will be taken care by halodoc Public relation officer's (PRO's)
Once the booking request is received PRO's in hospital confirm if requested schedule is available and then confirm with halodoc hospital app.