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Chat Dokter Enhancement

Chat Dokter Enhancement

Redesign of PrimaKu’s online consultation feature, focusing on Step 1 and Step 2 pages.

Redesign of PrimaKu’s online consultation feature, focusing on Step 1 and Step 2 pages.

After the revamp, in 5months we increased an avg. total transaction to 81,08%

*Data from Jul-Nov 24 compare to Jan-Jun 24

Old UI (Jan-Jun 24)

New UI (Jul-Nov 24)

My scope here was to find what is "missing" in our Chat Dokter in order to help users to find the best doctor for them through some process:

Stakeholders' intention

"The gap between step 1 to 2 and to 3 is far."

Review the page

Step 1

• Users didn’t know the available doctors are trustworthy or not
• The doctor the users want is not on the list
• The arrangement list of available doctors is random
• The teleconsultation price is expensive
• Filter “terdekat” is not useful, users like another filter

Step 2

• Not every doctor have reviews from users
• Users don’t get how credible the doctor is
• Users want to know where the doctor is
graduated from
• Users want to know the doctor’s clinical interest
• Users want to know if the doctor has an award
• Users not sure the doctor can handle their kid’s illness

This review is based from our assumption with doing benchmark competitor, and also asking ChatGPT "how patients choose their doctors".

Recommended solution

From the review, we got takeaways for the recommendation solution and there are 3 things we want to work on and it's: trustworthy & credible, find the right doctor easily, affordable.

Step 1

Step 2

Prioritization

We decided to take the "Must Have" only , since our backend engineer was busy at that time, we can only change the design (frontend).

Final Solution

Step 1 • Choose Doctor

Restructure the Card Information

There's a slight change between the old and the newest one, it's that we add doctor's specialization, we took out the distance since it's not related to online consultation, and we enhanced the information with year experience and how many reviews doctor got. Plus we add button "Chat Dokter" to emphasize this is an online consultation.

Old UI

New UI

Make the Filter Easy to Navigate

We took out the "Terdekat (nearest)" filters because it's not relatable for doing an online consultation, and we changed the filter with "Harga (price)" and also "Pengalaman dokter (doctor's experience)"

Old UI

New UI

Additional: Change the Feature's Name

We changed the name from Konsultasi to Chat Dokter with a consideration of making users aware this is an online consultation.

Old UI

New UI

Step 2 • Doctor's Profile

Emphasize Card Information

We emphasize the information that we already have from the doctor with design, we also add their specialization in the card.

Old UI

New UI

Doctor's Practice Only

We took out the infromation of the schedule of doctor's practice and phone number because it's not related to online consultation and it will making our user confused too.

Old UI

New UI

Change the CTA Name

We changed the CTA from "Konsultasi Online" to "Chat Dokter" to be the same as the one at the Step 1 page. And for the orange color, it's because something that related to transaction in our apps is this color.

Old UI

New UI

Final Design

The design that we launched to the world 🌎

Takeaways

If we are given more time, we will definitely take Should Have as well, because we always want to give the best for our users. And we believe that transactions will increase if the satisfaction in user experience is also good.