Nov. 2019 - Mar. 2020
The Digital Platform for Cathay Healthcare Management
The first online platform for Cathay Healthcare providing the most complete health tracking experience for users.
Background
Top 5 healthcare center in Taiwan, serves more than 100,000 times a year.
Cathay Healthcare Management is top 5 Healthcare Center in Taiwan, and serves more than 100,000 times a year. However, there is no way to book a reservation online. The only one way is to make a phone call, which causes a lot of pain for both clients and staffs.
And, it’s hard when it comes to health tracking, clients can’t know the meaning of the various data points related to his health after all the examination.
Research
More than 10 competitive products
Interview with all the users including staffs and clients
Experience the examination in person
3 stages of a whole healthcare examination : 1. Booking → 2. During the examination → 3. Health Tracking with Report.
Through the user journey, we can find feedbacks from clients at each stage.
Competitive Analysis
We started the competitive analysis from the first stage, and we analyzed 10+ competitors to find.
Customer Experience
To understand what clients will go through and their true needs, we interviewed both clients and staffs in Cathay Healthcare Center. And further, we even experience the whole examination process as a client.
Goals
Building a digital healthcare platform, and establish the complete online health service.
Build an easy & quick reservation platform online
It could provide another way to book a reservation and reduce the customer service burden.
Reveal the whole examination detail and reduce clients' uncertainty
Before the examination, it could remind clients what they need to do, and during the examination, it would show your check list sequence and where clients need to go.Analysis the data and give clients suggestions
After clients receive the report, it suggests what you need to keep tracking and some tips about how to stay healthy.
Kickoff
We decided to make the reservations process on web, since it’s much easier for users (no need to download something).
And after clients had booked the reservation, we guide them to download the App for further notifications and digital reports .
Log in
There were two kinds of clients: corporate clients and general clients.
Corporate clients need to enter a company code to get the corporate plan.
Booking a Reservation (Web)
After logging in, the new booking process includes :
1. choosing packages, 2. add-on ( add more examinations ), 3. picking available time, and 4. filling in personal information.
We designed a special personalize recommendation system on the 3. add-on process.
The system would recommend you with your previous examination record or through the questionnaire you filled out.
During the Examination ＆ Health Tracking (App)
The App provides the information you need to know and show you what you are going to do next, and you can finish the forms on line, no need to wait till the examinations day.
To reduce the anxiety and uncertainty while waiting, we designed that it could show the current progress and details of each examination, and clients could add more examinations if they want.
Clients will get their health report in two weeks after finishing all the examination. They can check it online, and follow the instructions either a more precise health checks or booking a doctor straight online.
Usability Testing
This is an Internal usability testing. We invited some users interested in health care to help us verify the our hypothesis.
Overall, We gained a lot of positive feedback.
Users said that it’s much easier to book a reservation and get everything they need to know just on their phones.
Here is a clip of the prototype I built for the testing.
Also, it’s made with Protopie.
Special Experiences
Since this platform was built from zero, there were really a lot of great experiences to learn. However the most special experience most be transforming paper works to digital.
Paper to Digital - Just fill out the forms online!
The Body Pain Form
There were a lot of forms that every client used to sign or fill out in the hospital when they check-in on the examination day. We found that clients always spend a lot of time filling out those forms, so the check-in desk are always full of people.
To improve this situation, I thought why not let them fill out those forms online and before they go to the hospital? Therefore, I started to transform those paper forms and questionnaires into digital.
It took me really a lot of time to think about how to present those forms from paper to digital, especially the Body Pain Form. I designed a lot of versions for the Body Pain Form, finally I finish an amazing version which received 100% positive feedback. Totally worth it!
If you’re interested, click the link below to book a reservation!