Feature Clarification:

• Would this be a Mobile app or a desktop app? Ans: Mobile Application
• Would the Patient Master data be available form a Legacy system? Ans: Yes, some data is available, but the user would also need to enter the details
• Does the Billing and Payment need to be automated after finding the doctor? Ans: No Patients needs to find the doctors only.
• Should the Patients be able to rate doctors? Ans: Yes
• Do we need to have different types of users who access this application? Yes, there should be different categories like Premium, Elite, Regular Users.
• Can we assume that patients would like to rate the doctors based on their experience and this rating is visible to other users? Yes

User story

We need to build a Mobile application where the user should see the list of Doctors based on the geographical area in USA. The user would enter the Sickness symptoms and based on this information a doctor with expertise would be suggested. Patients will also maintain the history of illness and doctor can access this information securely and interact with the patients.

Once the Patient visits a doctor, he/she can rate the doctor based on their experience and this review is then submitted to an Admin who approves or rejects the reviews.

Backlogs

1. Ability for User persona Patient and Admin to login and access the application. The Patient users get the features based on their “type” of the user. E.g. Premium User, Elite User, Regular User.
2. User Patients will enter the sickness symptoms, want to see a list or Map View of Doctors based on the area.
3. User Patients can also choose Doctors based on the doctor’s expertise.
4. The Doctors are shown by default in the order of relevance, the user can then sort the list using rating, distance, cost etc.
5. User Patients can book appointments for the Doctors based on the availability calendar.
6. User Patients then get a notification and calendar block for their confirmed appointments
7. Users can rate the doctors visit and then submit this to the administrator which will then be approved
8. Admin user can login and change the administration details, workflow and extend the application for each business case

No	Feature	Effort	Impact	Mandatory
1	Ability for User persona Patient and Admin to login and access the application. The Patient users get the features based on their “type” of the user. E.g. Premium User, Elite User, Regular User.	H	H	Y
2	User Patients will enter the sickness symptoms, want to see a list or Map View of Doctors based on the area.	M	H	N
3	User Patients can also choose Doctors based on the doctor’s expertise.	M	H	Y
4	The Doctors are shown by default in the order of relevance, the user can then sort the list using rating, distance, cost etc.	L	M	Y
5	User Patients can book appointments for the Doctors based on the availability calendar.	M	H	Y
6	User Patients then get a notification and calendar block for their confirmed appointments	L	M	Y
7	Users can rate the doctors visit and then submit this to the administrator which will then be approved	M	M	N
8	Admin user can login and change the administration details, workflow and extend the application for each business case	H	H	Y

The backlogs can be taken in the above order itself.

Feature Clarification:

By application, do we mean a web app or a mobile app? Answer: Mobile app

 

Since critical/emergency cases wouldn’t really search for doctors on app (would rely on Ambulance/911), we are focusing on non-critical cases patients only ; Answer – Right!

Are we expecting the user to make appointment and pay online? Answer: Let’s keep booking appointment as focus here and not worry about the payment part

 

 

Objective clarification:

The ask is to design a mobile app which enables patients to find doctors, for the US geography

 

User Personas:

We have a few primary user personas for this

1. Patients looking for Doctors
2. Doctors who want to register on the platform
3. Doctor’s assistant who want to manage the bookings/respond to ratings etc.

 

We would be taking the Patient persona here

 

User needs:

Below are the needs of the non-critical patient

1. Patient want to diagnose a certain issue/condition that they are facing from the doctors nearby
2. Patient want to find a specialist in a certain field to diagnose a issue
3. Patient want to take a second opinion of the diagnosis done by their regular/family doctor
4. Patient want to understand the medication prescribed, it’s side effects if any
5. Patient want to book an appointment or reschedule/cancel an existing one

 

We’ll take above user needs and design the app.

 

Features that would be part of the app are:

 

 

Features:

 

Based on the above,  we can build feature #1 and #2 for the Patient app to begin with.

 

Here’s how the pilot GTM plan can be

1. Get doctor’s onboarded on the platform for a particular suburb/downtown/city
2. Launch the app for that city
3. Use FB/Google and local radio station to make the local people aware of the same

 

Measure:

1. We can measure the success by the
   1. Activation – # of users signed up on the platform in the first week/month etc.
   2. Engagement – % users active on the system and making search
   3. Adoption –  % of users made search and then booked an appointment
   4. Revenue – % of users fulfilled the booking i.e. visited
   5. Referral – % of users referred

These are very high level metrics and we can go into funneling and other analysis in detail, but to begin, this should be good.

 

Making assumptions is a good place to start answering this Facebook product design question.

Assumptions:It’s safe to assume that this doctor finding system product would live within the core FB offering, correct?  Yes

First of all, the mission of FB is to create connections between people. Healthcare is one of the basic needs of a community and finding the right healthcare provider is key to making that system work well, so I feel that  product like this falls under the mission of FB of giving people the tools to create stronger communities.

The goal of this feature would be to help patients find good doctor fit easily and efficiently.

 

Users: let’s first segment the users involved in healthcare

• Providers
  • Level of experience
  • Specialty (cardiologist, dermatologist, etc.)
  • Gender
  • Bedside manner
• Patients
  • Health area of concern
  • Age
  • Risk
  • Gender

I’d like to focus on patients persona as a target user for this feature because those are the people who are feeling the pain of inefficiency of this current system the most.

 

User needs and pain points with the current system,:

• Finding the “right fit” of a doctor
  • As a patient I have certain hard requirements that need to be met around the doctors that I want to see. Those hard requirements are, for example specialty doctor or level of experience
  • As a patient I have certain soft requirements that I want to be met: for example, bedside manner, fast/efficient doctor VS someone who really takes their time to get to know me
  • I don’t trust the reviews I see online. I mostly trust my family when it comes to doctor choices.
• Expectations are not aligned
  • As a patient I expect to get directions for how to get better after the doctor sees me but often I’m actually just directed to see another doctor
• Doctor availability needs to fit with my schedule
  • I work most of the day, so hours of operation need to extend beyond the traditional 9-5
• Long waiting lines
  • I find that often the hour of my appt isn’t actually the hour that we set.

 

I’d like to prioritize the “soft requirements” user needs to solve for as I think that FB has a lot of data about users preferences already and is uniquely positioned to help users articulate those needs and find a good doctor fit. Currently the pain point with matching my soft requirements is that patients have to sift through a lot of reviews to find a doctor who fits their profile.

 

Solutions:

• Highlighting relevant reviews: use machine learning to prioritize reviewers “like me” (urban area, age, gender) and presenting highlights of those reviews at the top of the page.
• Smart suggestions: When a user visits a doctor’s page, we could suggest visiting another page of a doctor with this specialty  where a friend from my network has engaged with the doctor, eg. left a positive review, liked a page, checked in (assuming that my friends are “like me”)
• Wizard for soft requirements: when a user visits doctor’s page, a wizard pops up and a quick quiz with soft requirements is presented. Once a user fills this out, results with doctors offices are shown

 

I’d suggest starting with the “smart suggestions” solution. This is easy to implement since we already have a matrix of my network and their reviews on doctor’s pages. This also mimics what happens in real life (most effective referrals come from family & friends) but with much less friction than regular life.

 

Success metrics:

• Click Through to smart suggestions
• # of smart suggestions clicked
• Time on page in smart suggestions (here since we want to encourage efficiency, we’d want to see short time on page, as opposed to a lot of time spent)
• Check-ins
• Positive reviews of the suggested pages

 

I’d prioritize clickthrough rate to smart suggestions (we should see a high CTR) as a leading indicator of success and positive reviews of suggested pages as the ultimate, though likely lagging metric.

 

Risks:

 

• I’m making the assumption that users would want to visit the same doctor as their friends. Since seeing doctors is very personal, it may be possible that users would NOT want to visit a doctor who’s already seeing their friend
• It’s a huge assumption to think that my personal health is similar to the health choices of my friends