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UX Lab for Complaints about private health and pharmaceutical facilities and their medical staff

Closed
Open date: 4th Jul, 2024
Closure date: 11th Jul, 2024

Improvements to the service after taking public opinion

?What is present now

Customer/ Applicant

MOHAP Committee/ Investigation Team, MOHAP officer

Respondent (Facility/ Medical Professional)

3 customer touchpoints

All the documents are manually uploaded by the applicant

2 integrations in the current process: MOHAP System and Payment gateway 

Currently review of the complaints takes up to forty-five days

 

 

?What is proposed for the future

All the same four user types would be retained in the future state

2 customer touchpoints only

All documents from Dataflow are retrieved on MOHAP system and user can upload the verified documents directly

Also maintaining the provision to upload any remaining documents manually 

Introduced integration with the Riyati, MOHAP system, and payment gateways

with the integrations the processing time of the service is now reduced to 1-2 business days.

 

 

 

 

Goals
Evaluate that participants can find the complaint service in their dashboard
Assess that customers can easily file a complaint against two medical professionals; one on the list and another added by the participant
Assess that customers can find the complaint service in their dashboard to continue the service and receive updates


Participant Details
 36Years old  / Male  / Company Owner / Pakistan
32Years old / Male  / Health Officer / Egypt
30Years old / Male  / Bank / Egypt
26Years old / Male  / Products Associate / Pakistan
25Years old / Male  / Senior Relationship Officer / Pakistan
32Years old / Female  / Sales Representative / Egypt


Pain Points

A few participants expressed wanting to have an option to start service right away

Very few participants struggled to locate the start service button, expressing that it was not too visible

Some participants were unsure whether incident date meant the day of admission into hospital or the day the problem occurred

A few participants expressed the need for a word/digit limit to be visible below the complaint description and 

expected resolution fields


Recommendations
Use both a 'Start Service' and 'View more details' button on each service card
When the service card scrolls past the 'Start service' button, it should stay sticky to the top
"A few participants suggested using "Issue date" instead of "Incident date
Would be useful to also add helper text to dispel any assumptions
Add counter to the boxes

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