During the start of the pandemic I opted to book an appointment for a phone call with the doctor. Throughout all the waiting and worry, I thought to myself:

What could be improved to help patients talk to doctors efficiently?

I developed 2 ways to answer the question. I start from secondary research on tele-health in Canada. The findings showed that almost half of Canadians preferred to use virtual doctors both during and probably after the pandemic. Then based on the data collection, I interviewed and analyzed insights from 6 users through 1-hour qualitative interviews. Below are insights from the interviewees and grouped them into the following topics:

I defined the scope of my project to focus on:

How might we help patients to improve the accuracy and efficiency of virtual appointments so that they can save time for their medical experience?

Based on the insights, quotes from interviews and secondary research, I developed my persona Serena to identify the questions, user story board and user flow.

In this phase, I reached out to users to test my design changes, and gather feedback that would help in producing the final prototype. Therefore the current section and the next are intertwined as they go hand in hand.

Then I developed the wireframes and illustrations and turned them into a final prototype.

After getting more feedback from users, the final prototype was as presented.