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Increased Doctor Consultations by 90% by Designing an Insurance Flow in Collaboration with the Business Team

KlikProteksi offers users the convenience of buying new insurance policies or connecting their existing ones, ensuring seamless access to various coverage options tailored to diverse needs.

Understanding the Background

KlikDokter is an Indonesian digital healthcare platform, offering 24/7 teleconsultation, hospital/medical appointment booking, health tools, medical info, and online health product purchases. It aims to provide accessible and trusted healthcare services.
The 'Tanya Dokter' feature, which allows users to consult with doctors, has received overwhelmingly positive feedback from users on various platforms. However, many users have expressed a desire for enhanced payment options, specifically the ability to use their insurance for consultations or to purchase insurance directly through the platform.
TIMELINE
6 Weeks
KEY SKILLS
Prototyping + Interaction Design
Visual Design
Tools
Figma, Figjam, Jira
Teams
Yurid'ka Azkaa - Busisness Owner
Adhitya Novriansyah - UI/UX Designer
Fidy Ostar - Product Manager
Laisa - Operational

Problem

The current payment system does not accommodate insurance options, which limits the accessibility of medical consultations for users who have personal or corporate insurance. This gap in service not only affects user satisfaction but also restricts KlikDokter's growth potential in a competitive market where users increasingly expect integrated healthcare solutions.
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Proposed Solutions

Enables users to pay for consultations using their insurance, requiring partnerships with various insurance providers for seamless transactions. Design an intuitive interface to guide users in selecting their insurance provider, entering policy details, and confirming payment.
Additionally, implement a feature for direct insurance purchases through KlikDokter, including tailored plans from insurance companies, and provide a comparison tool to help users evaluate different insurance options based on coverage, premiums, and benefits.
Leading the Way: Founding Designer Magic
In this project, I led the entire design process from concept to execution. As the sole Product Designer in this project, I took full ownership, from competitor analysis to high-fidelity prototypes, delivering a scalable, user-friendly design.

Deliverbles

Without external references, I brought the founders' vision to life, crafting a unique design that aligned with user needs and business goals, while ensuring scalability, efficiency, and simplicity - crucial for a startup:
  • Competitive Analysis
  • Research-based User Persona and Customer Journey Map
  • User Flow
  • Hi-fi Designs and Prototypes (Desktop & Mobile)
  • Component Specs

Impact

Implementing the insurance payment and purchase integration will significantly enhance KlikDokter by:
  • Increasing Accessibility: Users will find it easier to access healthcare services through insurance payment options and direct insurance purchases.
  • Boosting User Satisfaction: A streamlined process will lead to higher user satisfaction, as users can conveniently manage their insurance needs within the platform.
  • Driving Growth: The new features are likely to attract more users, leading to increased doctor consultations and overall platform growth.

x3

New Users

x2

Doctor Consultation

+75%

Prescriptions
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Research

Based on client feedback highlighting recurring pain points and clear business needs, I moved straight to designing a solution without further research, as it was unnecessary at this stage.

1.  

Empathy Building

To gain deeper insights into our users, I became one of the first beta testers, using the app regularly before starting the design process. This experience enhanced my understanding of key user flows, particularly in pay for consultations, revealing critical areas for improvement.
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2.  

User Journey

I mapped flows for consultations with doctor and for payment. Key Pain Points Discovered:
  • Slow Respons Doctor: Confusion the user when the time is start to chat for 30minutes but doctor still not response
  • Minor Issues: Inconsistent messaging, unclear icons, and disruptive navigation.These insights will guide the development of more effective design solutions.
These insights will guide the development of more effective design solutions.
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3.  

Competitive Analysis & Benchmarking

I analyzed top 3 competitors based on % of installs and revenue, even though none had identical functionality. This research highlighted common UI/UX patterns within consultations doctor with their insurance, helping to guide improvements that would work well for our broad target audience.
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4.  

User Flow

This section outlines the user flow for integrating insurance payment options and direct insurance purchases within the KlikDokter platform, illustrating the steps users will take to utilize these features effectively.
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Ideation

In the ideation stage, I focus on generating a wide range of ideas and concepts to address user needs and project goals. This phase involves brainstorming sessions, sketching initial concepts, and collaborating with cross-functional teams to explore innovative solutions. By leveraging user feedback and insights gathered during research.

5.  

Inspiration

To further inform the design, I explored both direct and indirect competitors, gathering inspiration from a variety of apps. This exploration provided insights into how successful applications balance creativity with simplicity without compromising UX
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6.  

Wireframe

To further inform the design, I explored both direct and indirect competitors, gathering inspiration from a variety of apps. This exploration provided insights into how successful applications balance creativity with simplicity without compromising UX.
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Design

Based on client feedback highlighting recurring pain points and clear business needs, I moved straight to designing a solution without further research, as it was unnecessary at this stage.

7.  

Design System

To ensure scalability and speed, a design system and a color-coding system were created. Inspired by “Atomic Designs”.
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8.  

Hi-Fidelity

To further inform the design, I explored both direct and indirect competitors, gathering inspiration from a variety of apps. This exploration provided insights into how successful applications balance creativity with simplicity without compromising UX.
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9.  

Success Rate for Usability Testing

From 5 Users (Remote Moderated)
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Next Steps

Based on client feedback highlighting recurring pain points and clear business needs, I moved straight to designing a solution without further research, as it was unnecessary at this stage.