Project 4 Team_WeLoveHCI
1.0 Introduction
“Telehealth Malaysia” is an improved app from MyKlinik. It is a telehealth application that allows users to book appointments, schedule video consultations and access their medical history in an easy way. In Project Part 4, we will be conducting prototyping and evaluation of our application. Our user testing was conducted on 5 January 2024 at M01, Kolej Tun Dr. Ismail UTM. We designed our prototype using Figma which is the most suitable prototyping tool for our application.
The 3 main tasks chosen for our testing are making the appointment, scheduling a video consultation and viewing medical history. A total of 3 target participants were involved in our interview sections to experience our usability testing for our application. Throughout this interview, we discovered the weaknesses and strengths in the design of our prototype.
Testing for User 1 was handled by Wang Yu Ting
Testing for User 2 was handled by Wang Yu Ting
Testing for User 3 was handled by Tan Yun Xi
This report consists of:
1. Digital photos of the prototype
Before testing on users, we will show what we have designed on the Figma prototype.
2. Briefing notes
We outline the information our testers will receive prior to using our system for testing as well
as the tasks they must complete while navigating our application.
3. Testing with users
We are going to acquire a video of our users evaluating our application and trying to finish the
task we set for them.
4. Observations
The testing section will be followed by a description of each task's execution and the
responses we received from the user interview.
5. Findings
We report the usability issues we found when putting our system through its paces with the
Figma prototype.
2.0 Prototype
Here is the link of our prototype: Telehealth Malaysia App using Figma
Figure 1 : Main Page Figure 2: Make appointment (doctor list)
Figure 3 : Make appointment (filter) Figure 4 : Make appointment (choosing slot)
Figure 5 : Make appointment (review) Figure 6 : Video consultation (doctor list)
Figure 7 : Video consultation (filter) Figure 8 : Video consultation (choosing slot)
Figure 9 : Video consultation (review) Figure 10 : Medical history (all records)
Figure 10 : Medical history (view a record)
3.0 Briefing notes – prepared by Ivlyn Tay Wan Rou and Lee Xin Hui
Our application, Telehealth Malaysia is a newly developed application aimed at enhancing user experiences in the healthcare domain. This application was initially planned due to ambiguous navigation and complexity faced by older or less tech-savvy users while using the MyKlink app.
We aim to understand user experiences and gather insights for further improvements.
The 3 tasks that you, our user, will be testing by navigating through our Figma prototype is as below:
Task 1 - Making an appointment by selecting a speciality, doctor and the slot desired.
Task 2 - Schedule a video consultation by selecting a speciality, doctor and the slot desired.
Task 3 - View medical history in all records lists.
4.0 Testing with users
Task 1 - Making an appointment by selecting a speciality, doctor and the slot desired.
User 1: https://www.youtube.com/watch?v=xPMTAoxWdrw
User 2: https://www.youtube.com/watch?v=mmmWe2DH7pQ
User 3: https://youtu.be/Z3jZ6MTyYck?feature=shared
Task 2 - Schedule a video consultation by selecting a speciality, doctor and the slot desired. Then, make payment through the app.
User 1: https://www.youtube.com/watch?v=S0fUDjuR_cU
User 2: https://www.youtube.com/watch?v=VrCsNMryhJ4
User 3: https://youtu.be/Yfd2SkffvkE?feature=shared
Task 3 - View medical history.
User 1: https://www.youtube.com/watch?v=yZq6Ex2IDuY&t=41s
User 2: https://www.youtube.com/watch?v=X_lmn80xAHg
User 3: https://youtu.be/0SbO2oothIg?feature=shared
5.0 Observations – prepared by Wang Yu Ting and Tan Yun Xi
Task 1 - Making an appointment by selecting a speciality, doctor and the slot desired.
User 1:
User 1 understood the task clearly.
User 1 decided to make an appointment for dentistry.
User 1 entered the Telehealth Malaysia home page.
User 1 select Make Appointment.
User 1 scrolls and finds Dr. Muhammad bin Ali.
User 1 clicked Book Appointment.
User 1 chose 9th January 2024, Friday and 3:30 afternoon.
User 1 clicked Confirm Booking.
User 1 completed Task 1.
User 2:
User 2 received the task and understood it.
User 2 wanted to make an appointment for dentistry.
User 2 entered the Telehealth Malaysia home page.
User 2 clicked Make Appointment.
User 2 clicked Book Appointment for Dr. Muhammad bin Ali.
User 2 chooses the date and time slot.
User 2 select 9, Friday and 3:30 p.m.
User 2 clicked Confirm Booking.
User 2 decided to change the date of appointment.
User 2 clicked the Back Button.
User 2 chose the time she wanted.
User 2 clicked Confirm Booking.
User 2 completed the task.
User 3:
User 3 received the task and understood what to do.
User 3 entered the Telehealth Malaysia home page.
User 3 wanted to make an appointment.
User 3 used the filter features by selecting the specialities and rating.
User 3 chose dentistry and 5 stars for the rating.
User 3 clicked confirm.
User 3 clicked Book Appointment for Dr. Muhammad bin Ali.
User 3 selected 9th and 3.30pm.
User 3 clicked confirm booking.
User 3 booked successfully and completed the task.
Task 2 - Schedule a video consultation by selecting a speciality, doctor and the slot desired. Then, make payment through the app.
User 1:
User 1 understood the task clearly.
User 1 wanted to schedule a video consultation for General Health.
User 1 entered the Telehealth Malaysia home page.
User 1 clicked Video Consult.
User 1 clicked the filter button.
User 1 selected General Health and 5 stars.
User 1 chose Dr. Norila binti Ali.
User 1 clicked Book Consultation.
User 1 chose 6th January 2024, Tuesday 9:30 a.m.
User 1 clicked Confirm Booking.
User 1 completed Task 1.
User 2:
User 2 received the task and understood it.
User 2 wanted to schedule a video consultation for General Health.
User 2 entered the Telehealth Malaysia home page.
User 2 clicked Video Consult.
User 2 clicked Book Consultation for Dr. Norila binti Ali.
User 2 chooses the date and time slot.
User 2 select 6, Tue and 9:30 a.m.
User 2 clicked Confirm Booking.
User 2 completed the task.
User 3:
User 3 received the task and understood what to do.
User 3 entered the Telehealth Malaysia home page.
User 3 wanted to make a video consultation.
User 3 used the filter features by selecting the specialities and rating.
User 3 chose general health and 5 stars for the rating.
User 3 clicked confirm.
User 3 clicked Book Appointment for Dr. Norila binti Ali.
User 3 selected 6th and 9.30am.
User 3 clicked confirm booking.
User 3 booked successfully and completed the task.
Task 3 - View medical history.
User 1:
User 1 understood the task clearly.
User 1 wished to review the most recent dentistry medical history.
User 1 entered the Telehealth Malaysia home page.
User 1 clicked View Medical History.
User 1 chose the record of 9 January 2024.
User 1 reviewed the medical record.
User 1 completed Task 1.
User 2:
User 2 received the task and understood it.
User 2 wanted to review medical history.
User 2 entered the Telehealth Malaysia home page.
User 2 clicked View Medical History.
User 2 selected the most recent medical history.
User 2 reviewed the dentistry medical record.
User 2 completed the task.
User 3:
User 3 understood the task and understood what to do.
User 3 wanted to review the medical history.
User 3 entered the Telehealth Malaysia home page.
User 3 clicked View Medical History.
User 3 chose the record of 9 January 2024.
User 3 reviewed the details of the medical record.
User 3 clicked to book another appointment for dentistry.
User 3 completed the task.
6.0 Findings
6.1 Usability Problems
User 1
-When user 1 uses the health application platform, it is found that the user does not provide a secondary confirmation button when making an appointment. This makes it impossible for those users to review personal information, appointment times and doctors again. This makes it impossible for people who have errors in their personal information to make changes directly and have to make more cumbersome changes. This also reduces the user's sense of experience, so that users lack enough trust in the application.
User 2
- The confusing combination of medical review parts caused annoyance to user 2. When different categories of medical records in medical reviews are mixed together without effective sorting arrangements, a range of shortcomings and issues arise that can negatively impact the quality and efficiency of medical care. This also makes patients confused when choosing a doctor who meets their needs.
User 3
- When user 3 filters for five-star ratings in the filter function, the system will still show different levels of doctor ratings, although in the top evaluation bar is a five-star rating. This forced the user to spend more time sifting through these irrelevant results, and reduced the user experience, reduced user trust in the application, and decreased user ratings.
6.2 Possible Solutions
From the issue raised by user 1 above, we can see the importance of the secondary confirmation button, so we will add a secondary confirmation button after the customer completes the appointment information filling. Provide users with the opportunity to review their personal information again and ensure the accuracy of appointments with doctors. This dual guarantee can reduce the error rate of erroneous users and ensure the accuracy of user information. This also greatly improves patient satisfaction.
The confusing combination of the medical review sections confused users. We will make changes by optimizing the classification of the system, so that doctors in different systems will be reasonably classified according to the departments, and doctors in different specialties will be reasonably allocated. The system is also regularly reviewed to ensure that the classification function is working perfectly. In addition, the system will make personalized recommendations based on the patient's medical records to provide the best doctor for treatment.
The filtering function proposed by user 3 filters inaccurate problems. We will optimize through system data. So that the filter function can accurately reflect the user's choice, when the user uses the filter function will prompt the user how to search and filter correctly and guide the user to operate correctly. We will collect patient ratings of doctors on a regular basis and continuously optimize the scoring system.
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