UX Lab for Licensing of a Doctor

Purpose of the session

Determine how the solution helps customers.

Test & evaluate potential solutions with users to inform future state of the service 

Discover opportunities for improvement through customer feedback

Aster Hospital / Many facilities / +1000 staff/ Manages PRO team of 6

Freelance / 5 facilities of various sizes / Does all facility and staff licensing for multiple clients

Bishara Medical Center / 1 facility / 15 staff / Does all facility and staff licensing

Pain Points

None of the participants clicked on 'Retrieve ID'.

On the application form page, some users preferred having two separate CTAs to close the application instead of one, which are'Save & Close' and 'Cancel'

When an application is submitted, participants mention that an invoice is required, and it needs to show the staff name and facility name as it currently doesn't.

On the medical professional profile, participants want to see a professional's category (Nurse, Doctor, Pharmacist) etc as well as their specialty in the key details.

Recommendations

Showing the information only after they click it would be more user friendly

Proper A/B test (quantitative) with users could get more accurate results on which approach to follow

For applications where an applicant makes a payment, display the invoice for applicants allowing them to view it and download it if needed. The invoice must show all details of the payment.

Show for each medical professional their Specialties, Medical Titles and Privilege.