Prescription Upload feature

my role

Lead the discovery process with another product designer, interviews, research, sketch, and prototype the idea. Validate the idea, present the solution to stakeholders, and plan the development with software engineers. During the development, doing tests, homologating, and approving the app versions. After delivery, follow the results and search for improvements in the feature.

method

THE PROBLEM

Imagine you go to the doctor, he asks you to do several blood tests and he gives you an exam prescription list like this:

Now, you need to find a lab and check on the price of the exams that you need to do. But you need to read 10-80 exams names, which is really hard to understand. You'll probably make a mistake.

That was the main problem. First step was to dive in this problem, empathize with people who deal with it and learn with them.

THE CONTEXT

Beep Saúde delivers health services at Brazilians' homes, like vaccinations, exams and blood tests. In Brazil, most people have health insurance but there's a percentage that doesn't. In case you want to pay for your tests, you need to go to a clinic or schedule a Beep visitation to take your blood sample.

empathize

Is that a real problem? People would send pictures of their exam prescription papers and would wait to see the price of it? Do people have time to wait for an estimate? We had all this questions and suppositions.

MOTIVATION

We ran a survey for 1 week in online groups (general groups like neighborhood, work, family groups). The main objective was validated the hypothesis and we received surprising answers. The major answers confirmed that it was really a problem in people's lives. People are able to wait for an estimate and would like to receive Beep's visit at home to have their blood collected at home. The big lines for waiting at fisical clinics is an issue for them.

Main insights from the survey:

Meanwhile the survey was running, we had a question: 'is company already trying to solve this problem? The answer was: not in the same way as Beep imagined, but we found some benchmarking:

solution proposal

The proposal was to conduct the user in Beep's app to choose between two paths: selecting the exams in a list, like it was done before, or sending a picture of the prescription paper and waiting for the prices (estimate). After receiving the price the user can schedule the perfect day, pay for the service and wait for the team to visit.

VALIDATION

The prototype of the idea was drawn in the existing app, just adding this new feature. We made usability tests in person using a fake prescription.

After validation, the feature was developed and we ran more user tests with a test version of the app.

METRICS

In 5 months Beep received over 7k prescriptions pictures from users needing to know the prices of their blood tests. 15% was turned to sales, bringing revenue of over R$700k and delivering Beep's excellent experience at peoples' homes.

check the prototype

next steps

Checking the users reviews, the second version of this feature is about to happen. Some users receive their prescriptions in PDF format, so Beep needs to accept files besides pictures. Also, nowadays when Beep doesn't offer some blood tests, they need to contact the user by phone. It's not the best way, we must work on it.