Challenge:
After the lockdown during the pandemic, the Belo Medical Group wanted to lessen person to person contact in the clinic. The brand didn’t have an online tool wherein patients and potential patients can book an online consultation, clinic appointment, as well as browse services & products even before they visit the clinic.
Action Plan:
The team created an app where users can seek skincare advice anytime and anywhere with only a few clicks. It will also lessen the anxiety of entering the clinic just for a consultation. The Belo app can help you find the right doctor when you need it the most at your nearest Belo clinic with your desired date and time.
We identified the persona of the Belo app and researched on industry’s best practices to do telehealth services like Derma360, KonsultaMD and AIDE app. We mapped out the app's user journey from the time they want to consult a skin concern, book an appointment to a nearest clinic, as well as choose their own doctor.
UX Designer worked closely with the marketing team, head of medical operations and developers by having weekly update meetings. We prioritized booking an appointment during the first phase, added the Belo website inside the app on the second phase as well as the Belo Shop within the app on the third phase. We used Scrum methodology for prioritization of features.
UX Designer and Project Manager presented an information architecture internally to the marketing team, head doctors, aestheticians and head of clinic operations. Based on the approved user journey, UX designer created low and high fidelity wireframes using Adobe XD and presented the project to Belo Medical Group’s management committee.
User testing was done internally and slowly with a small group of customers since we didn’t have a dedicated team yet to focus on user testing. We launched the app during the first phase and fixed the other issues during the next phases.
Results:
Customers were able to book an appointment via Belo app. They can choose their preferred schedule, clinic, and doctor to lessen the person to person contact in the clinic. Since we also considered existing customers who are not so tech-savvy, we also included a chatbot and a call option if they want to be better assisted by Belo’s call center agent.
Users had an option to stay within the app to also browse the products and services
Learnings:
Having an app as an additional channel or platform where patients can go is good for the brand. It is more accessible especially on mobile and it also makes it easier for the users to navigate.
