Updoc case study

Competitor analysis

Most platforms ask users to log in or register right after downloading the app, making it a must before seeing a doctor. The login/register options are also easy to find.

I reviewed the top 3 telehealth platforms in Australia and 1 in Indonesia. The login/register options are prominently available in multiple locations throughout each app.

Home Doctor

Login option on the onboarding screen and required for consultation.

Halodoc

Login options on the homepage and required for consultation

HotDoc

Login option on the onboarding screen and the navbar menu.

Health Engine

Login required after onboarding to access menus.

Problem statement

Users find it difficult to log in and register because there’s no clear visual communication and no prompt to encourage them to login or register.

Target users and research methods

I interviewed Millennials who have experience with telehealth consultations, conducting the interviews via Zoom calls.

Research goals

I wanted to understand why users choose telehealth consultations, their opinions on having an account on the platform, and their ideal login and registration flow.

Insights and recommendations

After conducting user interviews, I found that users prioritise convenience, speed, and simplicity.

Users find it difficult to login and register

Create a clear communication flow between logging in/registering and the consultation process to imitate offline medical visits. Use strategically placed pop-ups and accessible entry points throughout the app.

Users see the app as something to use repeatedly

Simplify the login process by enabling social media logins. Having an account allows users to access their full medical histories.

Avoid repetitive form filling for users

To eliminate tedious data entry, I recommend saving user profiles for swift patient selection and integrating autofill capabilities using Medicare/IHI data.

Wireframe prototype

Key insights from usability testing

Three major usability insights were identified on the homepage, consultation detail page, and edit profile page.

Homepage. Users suggested simplifying the homepage by reducing text, felt login and registration options should be more clearly distinguished to avoid unnecessary exploration, and emphasized the need for visible consultation fees to ensure transparency before registration.

Consultation detail page. Users were unsure whether to describe their own health issues or the patient's, and often forgot their previous selections. To improve clarity and continuity, reminders or contextual cues are needed.

Edit profile page. Users loved the idea of autofill feature for simplifying form filling but wanted more options for selecting relationship status.

Design solution

Adding multiple touchpoints for login and registration, converting UpDoc products into icons, and displaying pricing info upfront for transparency.

A dedicated button for login and registration, with consultation product selections and some navbar menus also directing users to it. Updoc products are now icons to reduce text, and pricing info is displayed providing transparency and informing users of costs before registration.

Multiple touchpoints

Highlighting the patient’s name on the consultation detail page serves as a reminder and ensures continuity throughout their journey.

Providing the patient's name assures users when describing whose health issues are being addressed, whether it's their own or the patient's.

Highlight patient's name

Autofill capability using Medicare/IHI data to minimise extensive form filling.

And this page offers more options for selecting the relationship status between the account owner and the patient.

Autofill

The final prototype – give it a go!

Takeaways

Over the six-week course, I got hands-on with the Double Diamond design process. It really helped me learn how to frame questions to nail down the ideal user flow. If I had more time, I would've loved to interview more Updoc users. When I presented my project, my mentor was super supportive and really liked the solutions I came up with. UX is all about stepping into the user's shoes, listening to their likes and pain points, and then finding the right solutions from there.

Daniel Diaz

Course Mentor

... your final solution was excellent and you did a fantastic job explaining your design solution as you took us through the process. I can also see that you have been able to design and create a functional prototype in Figma to a really high standard which is awesome. Great final solution! Amazing work on your overall presentation, you nailed your final project! Once again, great work, Clara! It was a pleasure mentoring you throughout the course. I hope you've found the content valuable and have enjoyed learning about UX. Thank you for all the effort you put into your final project.

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