The Doctor Will See You Now: VHI Online Doctor Launch
The Challenge
Throughout the COVID-19 pandemic, it became essential for patients to embrace digital health services in place of face-to-face appointments, propelling Vhi’s Online Doctor feature up their list of priorities.
By undertaking user testing, wireframing, and concept testing in order to learn about customer needs before implementing our learnings through UX & UI design, we were able to drastically improve the Online Doctor experience in the Vhi app. New features included notifications, a streamlined booking and consultation process, and ease of access to information.
The Results
Within 3 months of launch, the use of the service by Vhi customers had jumped by an incredible 407%, and app store ratings were at an all-time high of 4.7.
A SUS (System Usability Scale) test with Vhi customers demonstrated an improved customer experience with scores jumping from 41/100 (Grade F) pre-launch, to 74/100 (Grade C) for the new iteration.
Together, we built a state-of-the-art telehealth solution that offers an exceptional customer experience whilst maintaining a visually appealing design.
