Updoc case study

Context

Updoc's homepage currently prioritizes its consultation products, with a less prominent login link. The user journey to consultation is lengthy, requiring more than 7 screens before patients can connect with a doctor.

I also uncovered redundancies in the form-filling process. For example, users are required to enter their name twice, once for patient details and again for Medicare information.

Competitor Analysis

A competitive analysis of 3 Australian and 1 Indonesian telehealth platforms revealed that prominent login/register placement is a consistent industry best practice.

These platforms prioritise account access, featuring login/register options in multiple spots throughout their apps. This finding aligns with Updoc's subscription-based business model, where easy account access is crucial for user engagement and retention, much like platforms like Netflix, which prioritise login upon app launch.

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 areas

Lengthy pre-consultation flow and low login visibility

These issues present clear opportunities to streamline the experience and improve user efficiency.

"Imagine, you're already feeling terrible, the last thing you want to do is fill out a massive form just to start talking to a doctor."

Participant 1 - Mutiyani

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 ideal pre-consultation flow, and their opinions on having an account on the platform.

Wireframe prototype

Key insights from usability testing

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

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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