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REDESIGN

Apollo 24/7

"Doctor's profile"

Enable the users to book slots from the doctor profile directly, discovering the availability of the doctor in the Hospital or Online Consultation

Introduction

The Apollo 24/7 Doctor Profile Revamp is a significant upgrade to our healthcare platform, aimed at enhancing the user experience and simplifying the process of booking appointments with our doctors. Our goal is to increase the conversion rate of appointments by providing users with a streamlined booking process and comprehensive information about our doctors.

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The scope of this revamp includes the integration of booking slots directly into each doctor's profile, making it easier for users to select a time slot that works best for them. Additionally, we have expanded the depth of information available for each doctor, ensuring that users can make informed decisions when choosing a doctor for their specific medical needs.

Our focus is on providing a seamless and convenient healthcare experience for our users, and the Doctor Profile Revamp is a crucial step in that direction. By eliminating the need for navigating through separate booking pages and providing in-depth doctor information, we aim to enhance the conversion rate of appointments and streamline the entire healthcare journey.

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The Apollo 24/7 Doctor Profile Revamp is just one of the many ways we are working towards that goal, and we invite you to discover the revamped profiles today and experience a new level of convenience and confidence in your healthcare journey.

User types

New user ( Logged in/ Non Logged in )

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Goal :

Want to know the availability of doctors in the hospital or for online consultation and book appointment

Need to make a Buy decision for a doctor based on accessibility and doctors credentials

Gaining trust of the users and providing them accurate information about the doctors

Repeat user ( Logged in/ Non Logged in )

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Goal :

Want to know the availability of doctors in the hospital or for online consultation and book appointment on a regular basis

Follow up appointments

Users coming from Google searches - could be a new or repeat user

Implementation

  • Web

  • Mobile Application

User Pain Points

  1. Users find it difficult to choose between different doctors. We need to find avenues to make the buy decision as smooth as possible by giving them enough confidence about the doctor’s credibility. ( new user )

  2. The current doctor profiles do not provide consistent, structured information to the users. We have inconsistent doctor profile screens.

  3. Some doctors sit in multiple locations. We currently show only one location per doctor.

  4. User has to check the distance from current location to the hospital location separately. ( User has to go to google maps separately to check the distance of the hospital from their location. )

  5. We do not show the available slots for online and hospital consult in the doctor profile screen. The user gets to see the slots only after selecting a CTA on the first screen which is an added step. ( repeat user )

Doctor POV

  1. Users find it difficult to choose between different doctors. We need to find avenues to make the buy decision as smooth as possible by giving them enough confidence about the doctor’s credibility. ( new user )

  2. The current doctor profiles do not provide consistent, structured information to the users. We have inconsistent doctor profile screens.

  3. Some doctors sit in multiple locations. We currently show only one location per doctor.

  4. User has to check the distance from current location to the hospital location separately. ( User has to go to google maps separately to check the distance of the hospital from their location. )

  5. We do not show the available slots for online and hospital consult in the doctor profile screen. The user gets to see the slots only after selecting a CTA on the first screen which is an added step. ( repeat user )

Objectives / Goals

  1. Easy, frictionless final “buy” decision for the users

  2. Representing doctor information in the best possible way - consistent and structured for all

  3. Increase organic traffic through content

Success Metrics

  1. Increase in number of online and hospital consultations via doctor profile screen

  2. Decrease in drop offs post doctor profile screen

  3. Increase in doctor and user CSAT

Design revamp Key Features & Scope

  1. Tags: By adding tags like 80% on time consults, Recommended based on user ratings and our data insights, we can promote the best doctors on our platform. This segregation via tags doesn’t degrade other doctor profiles as well.

  2. USP Points: We can highlight the best points about doctors which will be unique to each of them. This can look something like “ Accoladed with Padma Bhushan award in year 1998 “ or “ Performed 5k+ liver transplant surgeries“. This will be given to us by the doctors based on their preference.

  3. Show Multiple Hospital Locations: Showing multiple hospital locations ( and their distance wrt to users locations ) for a particular doctor increases the chance of a user booking a hospital consultation in case his/her location is nearer than other locations. The hospital location will be auto selected for the user depending upon the nearest hospital distance in case the user has auto selected the location. In case the user has not auto selected the location, the hospital with nearest distance from the city centre will be shown. ( In case the google accessibility is off )

  4. Hospital and Online Consultation Slots: Showing the slots on the same screen as the one mentioning about the doctor’s specialisations and recognitions reduces the number of clicks it takes the user to book a consult.

  5. Location & Distance in Hospital Appointment Section: This is to give the user an insight of the distance of the hospital from his/her current location. This will mitigate the cases of users going out of the app to check the distance using google maps.

  6. Doctor Information: Since the doctor profile screen acts as a resume for the doctor; multiple awards, recognitions in the media, youtube links, achievements should be added to the screen. All the boxes can be kept open for maximum x lines. This could be divided into the following categories : About Doctor, Treatment & Procedures, Education & Work Experience, Education & Work Experience, Membership & Certifications, Awards & Recognitions, Publications, Articles, Media, & Registration Number.

Hospital & Online Booking Slots

  1. Goal: Reducing the number of clicks to increase the number of consults - hospital and online

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   2. Description: 

  • We need to create two tabs - hospital visit and video consult.

  • Non-logged in users - Do not show slots upfront without login

  • We need to show the availability of the doctor for each tab.

  • We need to display relevant pricing for circle/non circle users accordingly.

  • We need to show only available slots for each tab.

  • We need to show slots for the next 3 consecutive days.

  • Since we want to increase the number of hospital visit bookings, we will keep the hospital consultation tab auto-selected for the user.

  • Include a call to book an appointment option for both VC and hospital consult.

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    3. ​Use Cases:

        Users will be able to select the slots based on doctor availability.

  • First time logged in users

  • Non logged in users

  • Doctor having Physical only slots

  • Doctor having Video Consult only slots

  • Doctor having Physical / Video Consult both

  • Users want to request an appointment : Video Consult or Physical or both.

  • Out of the 4 slots displayed, less than 4 are available : Show the first available slot of the day

  • User clicks on view all slots : Slot selection screen

  • User clicks call to book an appointment option for both VC and hospital consult → Take them to xxx number and form ( same as app )

  • Video consult : circle discount for circle members, circle cashback( health credits ) for circle members, non circle members -> same as doctor listing cards

  • Non circle members : Upgrade to circle members → same as doctor listing cards

  • Lazy loading

Old High Fidelity Design

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01.

Pain-points

Doctor in-detail information missing

02.

Pain-points

There is no clarity regarding the doctor's online & physical availability

03.

Pain-points

Inability for the users to book slots directly on their own

04.

Pain-points

Review/Feedback/Tags/Rating missing for the users to trust the doctor to proceed for booking

DESIGN REVAMP

Live on application

Hospital Visit

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Video Consult

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​The above screens are live on Apollo 24/7 Mobile App. 

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Improvements: 

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  1. Showing multiple hospital locations and their distance are addressed, to help the user for a faster decision making as per their convenience. The user can change the location preference in case the other locations are closer than the default one. The hospital location will be auto selected for the user depending upon the nearest hospital distance in case the user has auto selected the location. In case the user has not auto selected the location, the hospital with nearest distance from the city centre will be shown.

  2. For the users' convenience, hospital visit and video consultation are presented in a switch tab format. They won't need to use the back button or scroll down to find the slots individually, and they won't need to wait for a call from the hospital to make a reservation. Prices for each booking method are listed along with discounts and cashbacks so that the user is no longer taken by surprise on the checkout page.

  3. Adding distance will mitigate the cases of users going out of the app to check the distance using google maps.

  4. Doctor's information is included for user decision-making because it helps users assess the doctor's qualifications, expertise, experience, specialisation, patient reviews, and ratings. This information builds trust, confidence, and allows users to find the right doctor who can address their specific medical needs and personal preferences.

  5. For the user's convenience, floating CTA buttons are added. The user won't have to scroll up to make an appointment if they scroll down while reading all the information; instead, they can click on the CTAs whenever they want to get to the slot selection screen.

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​The web screens are yet to be live on Apollo 24/7 website. Hence under NDA the images are not attached here. Please contact me for an interview to discuss our process and outcomes.

Design Process & Iterations

Below are the images to showcase the iterations I have designed before finalising the above screens based on various feedbacks by Product team, Development team and Technical team.​

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Metrics

  • Revamped the doctor profile pages, which serve as the primary decision-making  factor for users in the consult vertical, amounting to MRR of $1M ~ Increased the conversion rate by 2%

  • Successfully launched a Symptom Checker feature, grew the TOF to 1L MAU within 6 months, with an engagement rate of 60%

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The Next Big Thing!

SOON, Apollo 24/7 will release their New Design System and a completely New Digital experience. With the assistance of other stakeholders and the Product team, I meticulously designed each Consult screen.

EXPERIENCE THE NEW CONSULTATION

The most crucial screens of Consult are its Home Screen, Doctor Profile, and Doctor Listing Screens. Please get in touch with me to schedule an interview to talk about our procedure and results if you'd like to find out more and see our new screens.

THANK YOU!

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