Telemedi

UI & UX Case Study

Redesign of the patient portal for virtual clinics & new feature design.

Redesign ā€¢ New Feature Design ā€¢ UI/UX

Project Overview

Telemedi is a virtual clinic that provides remote clinical services to B2B customers across different countries as well as individual patients in Poland. Currently #1 telemedicine platform in Poland and #3 in Europe, according to Forbes Magazine. 

The project goal was to improve the experience for B2B clinicsā€™ users while considering the business need to make the internal processes more efficient.

My Role

UI & UX Design, Usability Study

Timeline

September 2021 – June 2022

Design Thinking Process

Project Kickoff

Telemediā€™s mission is to spread access to hybrid health and make people feel safe no matter where they are. Anyone can contact their doctor by phone, video, or chat and get the necessary advice, a prescription for drugs, or a referral for examinations. The B2C platform works 24/7 and holds over 15,000 consultations each month in several languages and across time zones.

Challenge

Our main goal was to redesign the outdated patient portal for B2B clinics by reusing the solutions implemented on the B2C platform.

Additionally, Telemedi clients and business leads from Spain and South America expressed the need for new features including an instant chat appointment. The ultimate challenge was to build a great UX, while working within the business constraints.

Secondary Research

2022 Trends in Telemedicine and Hybrid Healthcare.

Insight 01

74 %

of providers say their organization has increased their use of telehealth services due to COVID-19.

Insight 02

44 %

of providers say they have invested in new technology solutions to be able to communicate with patients remotely.

Insight 03

83 %

Overwhelming majority of patients say they are likely to continue using telemedicine once the pandemic is has ended.

Insight 04

$ 19-121

Through telehealth solutions, clinics have achieved cost savings of $19 – 121 per visit.

Source: Ruby’s 2021 Guide: The shifting state of healthcare.

Emphatize phase

Primary Research

Through in-person interviews with our stakeholders, including B2C patients, doctors, and business leads we collected feedback and highlighted pain points.Ā 

Finding the sweet spot between the user needs and business requirements is the key. In order to achieve this, we summarized the feedback received and it become clear what areas we needed to focus on.

  • I want to be able to contact my doctor immediately and regardless of my location.
  • I want to know the doctor before the visit so that I feel well informed.
  • I want to see doctors availability so that I can continue my treatment with the same specialist.
  • I want to have an intuitive interface so that I don’t waste my time figuring out how it all works.

Define & Ideation

Instant Chat Feature Specifiaction

  • Features dedicated to B2B clients
  • Fully integrated with the current flow as an alternative for video and phone call consultations
  • Registration page for international patients
  • Language switcher
  • Shorter time-slots
  • Doctors catalog integrated with the patient dashboard
Define & Ideation

Value Proposition

Define & Ideation

Hypothesis Statements

  • If a B2B patient is registered and signed to the clinic, he or she can make an instant chat appointment.
  • If a B2B patient is registered he or she does not have to go through the payment process.
  • If a B2B patient has a medical query he or she can talk to the doctor who uses chat as a communication channel.
  • If a B2B patient has a medical query, there is at least one doctor with an open schedule who can assist him/her.
  • If a B2B patient is traveling he can choose a doctor who can issue a proper prescription.

Define & Ideation

User flow of the "Instant chat" feature

Wireframing & Prototyping

Design System & Branding

To enhance character of the brand and speed up the workflow, each component was designed upwards from small building blocks, based on Telemedi design system principles. However, the final designs had to be customized to meet colors and logo specification provided by the Telemedi clients.

Prototyping / Testing Phase

Low-to-mid fidelity wireframes

Registration / Log in

Since Telemedi has clients from all over the world figuring out the registration process was challenging. We organized workshops, which gave us great insights but also raised some questions that we needed to address.

  • Do we need to ask for the address?
  • Do we need to ask for gender?
  • Do we need to consider parents setting up accounts for underage children?
  • Do we need a registration page for clinics that have customer service setting up appointments for their patients and there is no account creation involved?

Prototyping / Testing Phase

"Instant chat" Feature - Design Iterations

Prototyping / Testing Phase

Language Settings - Testing 2 Design Options

For the language setting we had to consider four variables:

  1. User’s location, which is important in terms of issuing prescriptions by the doctor.
  2. User’s time zone, crucial for scheduling the appointment.
  3. Language of the consultation to connect a user with a doctor who speaks it.
  4. Language of the website for a better experience.
W came up with two different configurations and decided to run A/B tests on the way.

Prototyping

Patient Dashboard Refinement

Another step was to redesign an old patient dashboard by considering current logic and structure. The goal was to make it more user friendly and incorporate new features that I highlighted below.

Doctors catalog

Chat window

Patient Dashboard

Prototyping

Final Designs

And here we are, with our high-fidelity designs of the Patient Dashboard, Doctors Catalog, Instant Chat and a new Login / Sign-up page.

375 x 667

Mobile view

Retrospective

What I have learned?

There are many aspects that somehow influenced me on the course of this project. However, my biggest challenge was to stay focused on the problem we are trying to solve. It’s not so easy after you uncovered new pain points along the way and you know that the time and resources are limited and you will not fix them all. I also realized that a major part of being a UX designer is a constant balancing between users’ and business needs which often times means being an advocate for the users. And last but not least we should never underestimate the power of communication and knowledge sharing.

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