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

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