The clinical office
The clinical office is an application for psychologists allowing them to schedule appointments, cancel, provide therapy, and keep track of their patients. This office helps psychologists to manage their agenda autonomously. The essence of the clinical office is that all psychologists can manage their schedules autonomously. By the end of 2020, we started working to understand users and create enjoyable new experiences that solved their needs.
Problem
At Terapify, we used Setmore to keep track of all the psychologists' appointments. However, as the number of psychologists increased, the time spent in support increased, and consequently, the cost per user in Setmore increased.
Research
Interviews with customer support: Understand how it works, Setmore.
Customer support: I have provided customer service to clients to learn the most common and repetitive tasks.
MVP Modules
Appointments
- Schedule Appointment
- Cancel Appointment
Provide therapy
- Video call
Patients
- Patient List
Prototype
I made high-fidelity prototypes for user testing.
Testing
To observe how the user’s behaviour and interaction with Online office.
To discover what user’s experienced as opportunities for improving the design in the future.
Recruitment participants
The recruitment process was via email. The tools used for testing were: Zoom and Calendly. Number of users: 12.
Conducting the remote test
- Welcome the participant
- Confidentiality agreement
- Explain the task to be performed
Sessions were not recorded for privacy.
In the first tests, we had some problems, some of the users did not know how Zoom worked before continuing we made a guide with instructions on how Zoom works and some technical recommendations that help us with the test.
Analyze and test report
The information obtained from the tests was analyzed to present a test report to the product team.
Test results
“What does complete appointments mean?”
“I am confused, what those numbers refer to.”
Some opinions
“I would like to be able to have a way to communicate with patients.”
“I would like to be able to see the time in my local time and the patient's time.”
“I would like to see in what currency the appointment was charged, if it was in dollars or Mexican pesos.”
“I would like to have the payment link to make it easier to send it to the patient.”
“I would like to be able to add more than one break per day in my profile.”
“I would like to be able to see the agenda on my cell phone.”
Outcomes
As a result of the feedback collected, the following changes were made:
- Agenda where psychologists can see their appointments
- Agenda where psychologists can book their appointments
- Agenda where psychologists can join therapy sessions.
- Allow you to access the sections of your dashboard. Navigation sidebar
- From the calendar you can do the following tasks: Schedule appointments, access your sessions, add your breaks.
- Display the week's earnings and appointments.
- Access your personal settings
UX improvement #1
Titles are not clear for psychologists.
UX improvement #2
Allow the user to add more than one breaks.
UX improvement #3
Allow the user to cancel appointments. Allow the user to select a currency.
Metrics
The number of users was 50 psychologists. In 2022, there are more than 400.
As a result of this update, the rate of psychologists deserting the platform dropped to 0.
Learnings
This was the first project I did in Terapify, I learned that before testing with users it is important to do some testing with the team.
I learned that sometimes we assume that people know and use the same tools as we do, it is important to make the testing as easy as possible for them.
- Create a guide with instructions for the platform being used.
- Make a script with the context of the psychologist.
- Using zoom in the beginning caused a learning curve for the users and the team that collaborated in the tests.
- Perform the recruitment through Mailchimp to measure the success of the mails sent.