Product design • UX design
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2022
Introducing payment via links
This case study is about "Phable for Doctors" and its new feature to unify payment collection methods.
Team and my role
I was responsible for redesigning EMR including interaction, user research, and UI. In collaboration with project manager, lead designer, dev's, and QA's.
Problem identified through Mixpanel analytics
Patients can book an appointment slot in three ways
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Through the Phable patient app
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By calling the clinic
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By walking into the clinic
However, we found that patients who book slots 'by calling the clinic' don't show up for their consultations, resulting in more no-shows than those who booked through the patient app.
Research
User interviews: Insights
However, we found that patients who book slots 'by calling the clinic' don't show up for their consultations, resulting in more no-shows than those who booked through the patient app.
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On-call slot booking may not work well for clinic businesses
Patients are less likely to show up.
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Incomplete or Inaccurate Wallet Data
The income analytics section contains data on payment. We discovered that doctors had incomplete or inaccurate wallet data, making it difficult to track the payments through multiple methods such as UPI, QR codes, and cash.
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Doctors found a makeshift solution
Some doctors and receptionists started encouraging patients who walk into the clinic/call to reserve a slot, to book appointment through Phable's Patient app.
Learnings
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Patients are committed and more likely to show up if they pay in advance.
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There's a gap in the backend between the wallet section and the means of payment, bridging the gap can open up path for new analytical features.
However, we found that patients who book slots 'by calling the clinic' don't show up for their consultations, resulting in more no-shows than those who booked through the patient app.
Starting the design
Old design
We only showed cost of consultation on details popup. Not even a way to know if the payment was collected.
Brainstorming
Based on user interviews, we learned that booking through the app is effective. Because we already had access to the payment API, we decided to use it with a few modifications.
User flow iteration 1
We added an action button which connects to API in the existing designs.
Problem Identified in iteration 1
After testing with our in-house doctors, we found that
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An option to indicate that the fees which were paid in cash does not exist.
Refining the user flow
Upon identifying the problem from the testing of iteration 1, we arrived on this final user flow.
Final Solution
How will it work for online payments?
How will it work for offline payments?
Impact
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92% of people who booked slots via call and paid through link showed up.