Yue Health
A service offering 'light consultation' as its core business, utilizing a consultation platform to provide patients with paid services, achieving 'consultation + diagnosis'.
Business model
B2B
Role:
UX, UXR, UI
Date:
2020
Industry:
Health Care
Overview
Elevating Online Consultation Services
This project is a update project from V3.24 to V4.0. It is centers around a light consultation platform, a core business initiative that offers paid services to patients, combining consultation and diagnosis. The online consultation module plays a pivotal role in Yue Health's operations, attracting significant traffic and generating substantial revenue.
Resolved 40+ issues
Product Status Overview
Engagement, Process Efficiency, and Data Security
User Engagement and Conversion Issues
• Poor user retention and low conversion rates.
• High dropout rates in consultation and payment stages.
• Low engagement with product features post-registration.
Operational Efficiency and Responsiveness
• Overly complex symptom entry deterring user completion.
• Inconsistent and delayed responses in consultation timelines.
• Increased refunds and complaints from process delays.
Privacy and Trust Concerns
• Inaccurate symptom descriptions impacting service quality.
• Challenges accessing search results and consultations.
• Growing concerns over data privacy and security.
Number Tracking
Use a queue number system to track waiting times.
Patient Queue Display
Display current and upcoming patient numbers for clarity.
Doctor Availability Signage
Use signs to indicate when doctors are away.
Wait Time Notification
Notify patients of wait times when doctors are not present.
Objective one: Solution Strategy
When the doctor is pending, the system displays the number of users ahead, providing clear information on the wait time.
During the consultation, the platform indicates the doctor's reply status, helping to set and manage user expectations.
An alert for the doctor's 'temporarily away' status is provided to avoid unnecessary waiting for users.
Objective Two：Simplify Guidance Process.
Our investigation into the onsite medical environment highlights crucial factors in patient navigation and interaction. We focus on the efficiency of emergency guidance through signboards and the importance of the registration process in establishing a connection between patients and doctors.
Onsite Navigation
In onsite medical situations, fixed signboards guide patients to specific departments, enabling quick location of the relevant doctor and department for their condition.
Onsite Registration
The onsite registration process connects patients with doctors allowing doctors to better understand a patient's medical history and personal circumstances.
Objective Two: Solution Strategy
Simulating Real-World User Scenarios and Clarifying Professional Medical Terms.
The solution involves breaking down the task module, allowing users to fill in information step-by-step, akin to an offline input model. This method clarifies the user's current position and when the task will be completed. By giving users a sense of direction and clear goals, it prevents negative impacts on their emotions during the process.
Information Reliability
Most patients trust hospital bulletin boards for reliable doctor details, favoring this over digital methods.
Engagement with Physical Data
Patients actively engage with physical information boards, preferring handwritten notes. This indicates their trust in tangible data.
Objective Three : Solution Strategy
Simulating Real-World User Scenarios and Clarifying Professional Medical Terms.
Reconstruct visual motion lines
Organizing Data Fields, Utilizing Nielsen's F-Pattern Visual Flow to Guide User Browsing Experience. Reconstructing content, optimizing tags, and emphasizing key information.
Label style extension
The design strategy of different activity style labels for doctor's consultation has done benefit guidance to stimulate user behavior and promote user consultation
Results and takeaways
This revision has received positive feedback from users on the consultation process, experience, and functionality, with results gathered through follow-up visits and data tracking..
