As if going to the dentist is not hard enough, booking an appointment takes time and energy. When you are in pain, you want a quick solution, this is where the challenge was.
Create a platform that allowed the patient to make bookings easily without having to call, enable them to find dental clinics nearby and receive timely reminders about upcoming appointments.
- Define if Users need this app
- Ideate how to satisfy their needs
- Build a prototype to test ideas
- Implement the idea to final design
My design process starts with “Why” to clearly understand the people we are designing for and ends with the solution to their needs. Research is the best way to gain insight into peoples lives to create the best experience. Before starting my research I set up some objectives to help with outcome of the overall research.
I approached patients who’d had dental issues in the past to gain a deeper understanding and to be able to solve problems from their perceptive.
- Please tell me your name, age, location, and job title.
- Have you had any dental issues?
- Are you currently visiting any dentists at the moment?
- How did you find the dentist you wanted to visit?
- In the past visits, how was the appointment booking process?
- Do you know what treatment you are currently / were on?
- Did you ever change the dentist you were visiting?
- What would be useful in a dental app?
- What would make you book an appointment with a dentist?
Two services help users with finding and booking an appointment, but have the following limitations;
- No app for iOS or Android
- No proper reviews on the website
- No images of the clinics
- No proper booking method
- No details about the dentists that work in clinic
- No reminders
- Do not show health care service providers they work with.
Conducting the survey helped us gain useful insights about the users. I made an affinity diagram with everything we collected, where I found interesting opportunities for the product.
I analysed the results and noticed users behaviour and pain points.
- Most users booked appointments through phone calls and visiting the clinic
- Most users discovered clinics through friends and searching on google
- Most users left their previous dentist for not offering professional services as advertised
- Users are interested in proper reviews, photos, pricing, clinics near located near them, get reminders and what health care the clinic accepts
To better understand the user needs and their point of view, I created User Stories to help articulate WHO, WHAT & WHY.
Here are the few lessons from this project.
- Always prioritise your design efforts to the main requirements first and then only move to designing colourful stuff.
- The second one is there is no need to reinvent the wheel. Users are accustomed to using patterns changing the way patterns work will disrupt their flow.