Redesign Halodoc Application — Purchasing Medicine
PROLOG
The use of health-care platforms has increased. I have three assumptions why it has been increasing. First, people are afraid to go out during this pandemic. Second, people are more aware of their health because if anything happens they want to confirm whether it’s covid or not. The last and the most important is that it’s easy and cheap, or in short, it’s accessible.
HALODOC: LEADING HEALTH CARE PLATFORM
One of the healthcare platforms that I use is Halodoc. I remember the first time using it, I didn't have any expectations of how and what kind of problem that this application will solve. Turns out, it is something that I usually turn into whenever I need some healthcare service. I usually use it for doctor consultation as it's cheaper and doesn’t require a long drive or long wait in the hospital.
Choosing this app to redesign, I have reasons for that. One, it is very relatable for me as a loyal user. I am aware that Halodoc is very useful and also can cover a big population of people. Moreover, during this covid, not getting out of our home is the very correct way to stop the chain. I know this application is a very good solution, however, I want to make it more accessible for users. So that’s why I chose this application.
I observe that, as Halodoc grows more than ever they constantly update and add features. For example, a feature to buy medicine, however, the use of this feature is inconvenient for me. Before I delve deep into WHY I would like to explain HOW is the process of buying medicine in Halodoc’s application:
- You can start with doctor consultation or got the receipt or if you already know it navigates to TOKO KESEHATAN
- Afterward, type in the medicine that you would like to buy
- Related medicine will be displayed, click TAMBAH
- If you want to add another medicine, just go straight forward to the search box and do 2 and 3
- Now, if you have done click KERANJANG
- They will find the drugstore, you will see some animation, go to LANJUT KE PEMBAYARAN
- Choose your payment method and click BAYAR
- Complete the payment
- You will be notified that they found you a driver (Halodoc is linked with GoJek)
- You will get the driver journey in several parts with estimation
PROBLEM STATEMENT
As a loyal user of Halodoc, I assumed that the purchasing steps missing something which is the steps to choose the drugstore. I sometimes got a very far drugstore so the delivery fee would be more expensive and delivery time will take longer. How to create a better user flow while purchasing medicine?
RESEARCH METHOD
To answer the questions of “HOW” we use the qualitative method, we will get a better understanding. I have interviewed 6 users from July 3rd until July 4th, 2021 with the following questions: What’s the most frequent feature that you used? and Is there any challenge while using that?
FINDINGS
Based on the interview that has been conducted, all users use the doctor consultation feature, as well as, purchasing medicine. All users share their inconvenient experiences during their purchase:
WHERE IS MY FREEDOM TO CHOOSE?
FIRST, this application doesn’t give users the freedom to choose. Why? Because it will automatically find a drugstore for users. Well, but isn’t it simpler? Turns out, no. Ok so, why? Because they usually get their driver purchased from some drugstore that is very far from where they live, they might wonder, why do I get to a drugstore 8km from where I live? There are lots of drugstores nearby, right?
EXPENSIVE DELIVERY FEE
This leads to another thing, which is the delivery fee. The further the drugstore, the more expensive the delivery fee. This is a factor that will make users cancel their purchases, and we don’t want that. This happens to one of the users that I interviewed. If they bought it for someone or they don't feel that sick, they are still able to go outside and will prefer to the drugstore nearby.
JUMBLED MAIN PAGE
Moreover, 5 out of 6 users said that the main page is not that intuitive. The main page is CLUTTERED, they have difficulties understanding the category. When they want to get to purchase medicine the Call To Action button for KERANJANG is too big, and users will have a hard time adding another item because they will unconsciously click that button (of course, it’s red and big) and it will lead them to the animation waiting page. This will be repeated if they click KERANJANG instead of the search button to add other meds and it’s annoying.
USER PERSONA
Before jumping into the solution design, here I concluded this user persona to represent the users that I have been interviewed. Callista Sahira is a consultant and recently has problems related to GERD and mild flu because she works more than 40 hours a day. She lives with her parents and concerns about health. For details, please refer to the persona below:
USER JOURNEY
Based on the interview, here I conclude the customer journey while purchasing medicine. First of all, they are browsing the medicine. In this stage, the customer will browse the medicine using symptoms/keywords. After that, they will put the medicine into a cart and check out the medicine. The third stage will be payment, users will choose the payment method available and choose the delivery method. The last one is the arrival of the medicine itself.
There is also a customer journey for users who does the doctor consultation first before browsing the medicine. The main difference between the previous one is they don’t have to browse. After receiving a receipt from a doctor they will directly go purchase the medicine
WIREFRAME
Based on the opportunity in the customer journey, here is the wireframe that I came up with. First of all, the main page is going to be simpler than the previous one, because it is hard for them to reach the Buy Medicine page, here I just provide six categories with big ads above. Second, there will be three options for browsing medicine; browse by Drugstore/Symptoms/Medicines. In this flow, I provide the options which are purchase by the nearest Drugstore because it is based on the user's pain points. The third is, add a go-send same-day feature so there will be an option for a more affordable purchase. The last one, there will be a live feature after purchasing the medicine, so that users can track down their driver.
THE SOLUTION
After making that prototype, the solution design will be something like this. Based on the wireframe, here is the main solution that I propose :
- Main Page Categorization
Instead of having lots of categorization, here I offer the solution to have just six categories with the following details:
- Konsultasi Dokter
- Beli Obat
- Rumah Sakit
- Laboratorium
- Cek Kesehetan
- Artikel
2. Users able to find medicine through the drugstore, medicine itself, and Symptoms
Instead of having only one option, which is, to find a medicine by keywords now users have the ability to choose whether they want to find medicine by drugstore/symptoms/medicine. This will help users to tackle their pain points which is to find medicine all over again and have halodoc’s app overcalculate the estimation price
3. There is an option to deliver medicine via Go-Send Same Day
As the users have already stated in the previous interview, here is another option to purchase medicines/vitamins for conditions that are not urgent and to make the delivery fee more affordable
4. Live location
Here, users can track down the driver so they don’t have to stand by on their phone while waiting for the driver.
USABILITY TESTING
To test the accessibility of Halodoc’s application, I conducted usability testing on 5 users with 3 males and 2 females, age 23–28 years old from July 20th, 2021 — July 21st, 2021. I use the zoom share screen method and stopwatch to track down the time, as well as using in-person Usability Testing (2 users).
Users can complete the task for 01.47–04.58, with an average of 03.45. Users who use zoom video conducted the test with more duration because they have some technical difficulties (unable to click).
Users report feel comfortable with the experience. The main screen is straightforward and simple. They are also glad to have options to choose the drugstore while purchasing medicine.
However, they mainly have difficulties during the add-to-cart process. Users report that the drop-down is too distracting if they are about to purchase for another medicine. But one user report it is good to have that drop-down, so she knows that the medicine has been successfully adding to the cart. Hence, in the latest design, I didn’t include the dropdown but a flying button consists of CTA to pay and the amount of money that should be paid.
One user directly clicks payment before they choose the delivery method. Hence, here I provide a bigger CTA button.
All users are able to make it to the last page and report feeling helpful to have information at the end of purchasing. For more details, click here.
CONCLUSION AND LIMITATIONS
I redesign the application to complete the final projects in Dibimbing.Id. I choose Halodoc’s application because it is growing more popular during the pandemic. I use the design thinking process and come up with the design solution as above.
Redesign an application is not easy. It takes self-discipline and time management to complete and compile this into a report. The steps to change the flow or just a minor small change in button turns out to be a very long process. Here, I can say that the limitation is the lack of planning to get it done in time. Aside from my difficulties, I can say that I am relieved to have it done, it surely was a rocky road because it is my first time, but I am optimistic that later it is going to improve. Thank you!
