Interviews & Surveys
I conducted interviews(i.e Formal communication) with concerned peoples to get more clarity on product to understand well on expectations of end users.
Goals
1. Existing virtual platform Challenges and areas of improvements?
2. How user feels using existing virtual platforms ?
3. Would they recommend the platform to others ?
4. How much time virtual platform consumes to solve or providing assistance to users?
Joint development of the sitemap, taking into account the defined proto-personas and the respective solutions to their problems and motivations as well as the objectives of the organization.
Findings from interviews and surveys
No count available of doctors
Users of other virtual platform often do not feel when they don't see count of available doctors.
Toll free not working
Many users don't feel motivated enough as many patients and their guardians have faced issues in connecting through Free Toll Free.
No confimation Email/Message sent when Virtual Connect with doctor is scheduled
There is no confimation Email/Message sent when Virtual Connect with doctor is scheduled online.
No availability during Non-office hours
During late nights, weekend's and Early mornings no one is available for Virtual Assistance.
Bad navigation or flow
Users have faced issues while navigating through website/product there are many fail points when user can not go back to previous page.
Technology aversion
Some of users feel critical to use digital devices because they perceive them as distracting. It needs new, more positive experiences.
Generation difference in the use of digital tools
Some users in the perception on how often digital devices are used for educational purposes.
Building Wireframes
Learning
In retrospect, We get the product/site reviewed and tested from End-users/Stakeholders, Overall goal was to take feedback and consider that in future steps. There are actually some points that we do revisit and made necessary changes at very intial stage of building the Wireframes
Conclusion
Especially as it gets more complex, Persona's is very helpful, on the one hand to put a comprehensive process on paper and to uncover problematic and promising points, on the other hand to provide a basis for good cooperation for all stakeholders.
Initial/Small steps make big changes because big change can not be brought overnight, especially not just by an application alone. Accordingly, develop more strategically meaningful and realistically applicable tools that steer in the intended direction.
