About
Mos.ru is the official portal of the Moscow City Government. On it you can get state services, find out city news, check fines, make an appointment with a doctor, pay for utilities, draw up documents and much moreIn 6 months, we redesigned the basic scenario of user appointments in public clinics and added new functionality based on the users' needs.
Team
1 product manager
1 product designer
2 engineers
1 product designer
2 engineers
Resposibilites
Discovery & research
Customer journey mapping
User flows
Visual design & prototyping
User testing
Design delivery
Customer journey mapping
User flows
Visual design & prototyping
User testing
Design delivery
40+ mln
appointments per year
500,000
people use it every day
5,7 mln
users
Initial Mos.ru interface
30-35 minutes
to book an appointment with a doctor or labs
Also, there was no functionality in the app to allow users to make an appointment for labs. Waiting time on the phone line for appointments for tests was about 20 minutes.
To find information about doctors, users spent about 10-15 minutes. They had to search the information on external sites.
Problem definition
Discovery
Insights:
– it is impossible to find information about the doctor in the app
– it is impossible to make an appointment for a test through the app
– referrals for labs and lab results are only available in paper form and can be lost
– it is difficult to keep track of the expiration date of a referral for labs
– it is impossible to make an appointment for a test through the app
– referrals for labs and lab results are only available in paper form and can be lost
– it is difficult to keep track of the expiration date of a referral for labs
User persona
We invited 15 people for an interview to find out how they book, reschedule and track a doctor's visit. Based on the interviews, we constructed a user persona and identified the main difficulties faced by users.
I used interviews to organize my findings into a customer journey map. CJM allowed me to be in the user’s shoes. It showed where the app needed improvement and started discussions to resolve problems in the user journey.
Initial Mos.ru CJM
Meaningful questions
The Eisenhower Decision Matrix
Hypothesis 1
If we add information about doctors in the app, users will be able to find the right doctor faster and reduce the appointment time
Hypothesis 2
If we add a section to the app to organize medical history/ tests, it will allow patients to better track their health dynamics and reduce the potential loss of important medical data
Hypothesis 3
If the app automatically offers to re-book the same doctor, users will be able to select a time and complete the booking process faster
Hypothesis 4
If we show available doctor slots and delays, it will help users choose a less busy doctor or reschedule an appointment, which speeds up decision making
But unfortunately, we couldn't do them all at once. So my product manager and I started to prioritize the hypotheses. Together we selected 2 hypotheses that will directly affect the main metric - time per task.
We've discussed over 10 hypotheses, here are some of them.
Through interviews and the cjm we identified 6 critical problems in our app, but we decided to focus on the most painful one – the time. And I asked myself: “How might we help users spend a lot less time making/tracking doctor's appointments?”
Making an appointment
After that, I created several user flow sketches to quickly visualize ideas. Here are some of them for the Health cabinet.
I mapped the user flow to understand how he makes an appointment. This helped me to see what branching ways are available and how we can help the user solve their problem in these cases.
Building the product
Wireframes
Referral and tests screens
The doctor's appointment flow
I worked with my product team to generate a wide range of ideas and explore multiple possibilities. We developed features that would make it easier and faster for our users to make a doctor's appointment. But they needed to be tested on users.
The Task
Try to make an appointment for Masha and Grisha with surgeon Nadopta Irina Nikolaevna for March 26, at 09:00 and 09:12.
Early designs and usability testing
Based on the results of the usability tests, we changed:
- visualization of doctor selection screens
- date and time selection screens for appointments
- visualization of doctor selection screens
- date and time selection screens for appointments
Before moving to development, I created a Figma prototype and tested it with 7 users to validate the main hypotheses. We asked them to complete certain things with the prototype and then measured the # of tasks completed successfully.
Changed screens after usability testing
The screens we tested with users
Moderated usability testing
Visual design
Referral and tests screens
Notification
Choosing a doctor
Analysis screens
Outcomes
We’ve redesigned and launched the flow for booking and tracking doctor's appointments in 6 months. The latest tests showed great results in the key metric we were tracking — time spent per task. The time users spent on making a doctor's appointment was reduced to 5 minutes. We also managed to reduce the number of calls to the reception office. It was a nice achievement for our team.
-30%
decreased calls to the receptionist office
5 minutes
to make an appointment for a doctor or labss
