NetEngine was entrusted by Smart Clinics, a network of family medical centres whose aim is to make GP appointments a more positive experience; to improve the conversion rate of an online booking form. The team looked deeply into the existing product and conducted a 7-day user experience study.
Day 1: Understand the Product
a. Process mapping
The online booking form developed by Smart Clinics is to help users easily book a GP (General Practice) appointment at a nearby clinic, using laptop or mobile phone. We went through the process a couple times to map out the logic of the form.
The whole process includes 7 different steps (S1 to S7), along with 2 intermediate steps.
b. Create a list
The team then created a list of problems, issues and suggestions based on our understanding of the product. Client was approached to help the team clearing the questions and doubts.
c. Ideal process mapping
Our team pitched our own version of an ideal process.
Day 2: Usability Testing
Before inviting the users to our office, the team carefully designed the usability testing session. Here’s a sneak peek at the design:
- Filling out a personal information and a privacy consent form
- 1st Round: Participants were asked to picture themselves as a patient and go ahead use the form to book an appointment fitting their needs; time spent and emotion expressed for each step will be recorded
- 2nd Round: Participants were asked to perform some more specific tasks under instructions
- Participants were asked to provide more feedback and suggestions in addition to the previous two rounds of testing
b. Testing session
Here are some interesting statisics:
- We invited 17 participants over for the testing session
- We spent a whole day just doing the testing
- The notes we took covered 26 double-sided A4 paper
- Over 70% of the participants book a GP consultation over the phone with the reception of clinics
- Only 2 out of the 17 participants make bookings either through an app on the mobile phone or a website
Day 3: Find the Problem
a. Aggregate and visualise
Here are some visualisation on the statistics we collected:
b. Key findings
- The online booking form is generally easy to use
- Initial target was mobile user
- All of the participants stated that they were never asked about symptoms and reasons when making a booking over the phone or using other online products
- 76% of the participants believe it is not necessary to have the functionality of multiple- patient booking
- Confirmation is essential (during and after making a booking)
- Patients have different priorities when making the bookings
Day 4 - Day 7: Redesign
a. Tackle the problem
We introduced the following concepts and features to the wireframe and new design:
- List Approach: the re-design uses a list approach to constantly remind users of what they have chosen and allow them to go back to any previous stages to make some changes.
- User Type and User System: user will be asked to choose whether they have already registered an account. For existing users, the form provides a unique functionality allowing them to quickly choose a practitioner or clinic from the previous bookings as a base for the current one.
- Priority: users will be asked to choose either “schedule time” or “general practitioner” as their priority before they start choosing a session.
b. Optimised process
Based on the findings and issues we found, the team tailored the ideal process and created an optimised one:
c. The redesign
The team went for two iterations before handing the end result back to the client.