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DoctorLink is your virtual health assistant that can be used to check your symptoms and book all kind of appointments. It provides the ability to seek clinically approved medical advice and it solves the current pressures & demands on NHS face to face consultation waiting times and reduces unnecessary surgery appointments, 


Research Goals

  • Explore the thoughts of GPs toward video consultation

  • Find out how people prefer to schedule appointments and why.

  • What kind of information people look for on the website.

  • How much time patients are willing to spend on a video call

  • How much time clinician have for a call.

  • Find out more about the industry and industry trends.

  • What are some of the pain points people experience on the app.


Overall, 30 users ( Doctors and patients ) were invited to interview and market research. For each session, they were asked to offer a differential diagnosis and to complete a survey based on the theory of planned behavior documenting their views on the value of a video consultation.

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  • Approximately two-thirds of the study participants were positive about video consultations

  • Video consultation is not suitable for the patient with symptoms of an acute illness. 

  • GPs who were favorably inclined toward video consultations were more likely to work in larger practices.

  • Video technology can be very useful for follow-up consultations.

  • Patients were very interested in the Video consultation.

  • Video consultation techniques will also need to be taught in medical courses. .

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  • System integration with the current platforms and how the new service fits into practice's workflow.

  • Video experience needed to work within the existing consumer iOS app, and the Doctorlink web app.

  • Create a seamless video consultation journey for both patients and Doctors.

  • Address compassion in a conversational UI, Doctors, and patients needed to be able to talk comfortably over a video call so patients could get a full diagnosis and a treatment plan, including prescriptions.

  • Which Symptom results are eligible for booking video consultation.


Performing the task flow allowed me to easily walk through the flow to identify the key screens necessary to understand how Doctorlink users would go through the main task of the video consultation. Some key things we strive to understand: How they arrived at the site, where they go as they move through the site, and finally the end of the process where they get to their appointment. Understanding this flow is vital to the creation of the site and helps us set up the user flow.

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Based on the previous task flow and what we know about their habits, this user flow walks through the persona's journey through the site, taking into account various decision points along the way.

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After reviewing some competitor's App, and nailing down the flow chart and site architecture, we had a feel for how the application should look. We wanted to keep it very loose and flowing and not get distracted with a lot of detail. This exercise allowed me to start thinking about where the content would fall on the page.  Using sketches allows for quick iteration and the generation of ideas very quickly. 

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I created a  low-fidelity prototype (LFP) to understand the app’s wireframes and how it works, the cause-and-effect relationships between buttons and windows, and search details that need to be changed or removed.  Then I tested with clinicians and users and gather their feedback. We analysis the feedbacks and started with the high-fidelity prototype stage. This stage allows us to test the app and get feedback from your bigger group of audience.


The high-fidelity prototype is created in preparation for usability testing. In this step, we define what we want to test and why. In this case, it will be our main task flow of booking service using the online booking feature. We develop a test plan and develop the flow inside of our prototype using a tool called Invision.

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Test Objectives

  • 20 total test subjects
    - 10 in-person 
    - 10 remote, unmoderated

  • Discover the ease at which users can navigate through the app to perform their tasks.

  • Observe how users searched for and found the service.

  • Observe which method the user used to book their appointment 

  • Test the overall ease of use of navigating the app.

  • Observe any difficulties or obstacles users may have that may impede their ability to complete their task.

Test Summary

  • In Person Testing

        - Users had very little trouble with icons

         - Frustration over having to wait for Dr to join the call

         - Difficulty in reading some text

         - Expecting to have appointment without triage

  • Unmoderated Remote Testing

        - 20% had no trouble completing the task.

        - 14.3% used an alternate route

        - Difficulty in registration journey

        - Too many questions

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