Hotsite COVID-19

Hotsite development

Product
Hotsite COVID-19
My role
My role was to handle all aspects of the design process for the Hot Site Covid-19 project, as I was the only designer assigned to the project. This included conducting user research, prototyping, validating designs, and delivering the final design handoff.
duration • Modality
1 Month and 1 week• Remote only

Company and Product

DASA is a global leader in the diagnostic medicine segment, ranking as the fourth largest company in the world.

The Covid-19 Hotsite was a strategic initiative by DASA to enable online scheduling of Covid-19 exams for brands that did not have this feature available at the time.

As a Product Designer, I was allocated to the project from December 2019 to January 2020.

The product's main value proposition was to provide information on Covid-19 exams, assist patients in scheduling the appropriate exams, and offer a convenient digital scheduling experience.

Briefing
Create a hot site for scheduling Covid-19 exams, which will allow users to select between RT-PCR or Antigen exams. The main goal is to provide a digital way for users to schedule exams and reduce the number of calls to the contact center.

User Research

Objective:
‍
Identify the questions and concerns that patients had regarding Covid-19 exams and at which stage of the user journey these doubts arose. This information helped us structure the information architecture by addressing the most common doubts and determining when they were most likely to occur.


Method:
‍
Conducted semi-structured interviews with DASA's contact center supervisors and service managers to identify the triggers and context of patient doubts during the user journey.

User journey

Steps are not linear.

Step

Medical appointment
Medical directions about the exam
Chat with other people
‍The patient selected the exam based on conversations with other people.
Laboratories websites
‍FAQ page present on all DASA labs sites.
Call Center
‍Using DASA's call center to understand which exam should be made.

Doubts

"In the medical request, I read serology for covid-19, but what serology exam should I do?"
Common questions to the call center are:
"I would like to know more about the RT-PCR exam."
"I would like to know about the exams that are available in the laboratory."
DASA's laboratory websites show the information needed to decide what exam the patient should take. It is done on a FAQ page where the most common questions are displayed with answers.
Usually, patients ask about what exams are available and the difference between them. When a patient asks about the difference between exams, the call center team is directed not to answer the question and finish the call.

Insights &
opportunities

Decision about what exams should be done
The home page could show information about what exam should be selected.
There are cases when the client asks for information about a specific exam. In these cases, if the client pays without a medical plan, the laboratory can't deny the service, even if it is unsuitable for the patient.
Quotes from interviews:
"FAQ questions are basically the same ones we have in line."
"site information helps a lot, but some patients can't reach this information."
It's a common practice to direct the patient to the laboratory websites or ask them to make a doctor's appointment.

Step

Unit selection
What are the differences and the safety procedures?
Result deadline
Health Insurance Scheduling
Insurance-related questions
Questions related to the exam
Once the exam has been decided
Home care service
Exam result

Doubts

The most common questions are:
"What's the difference between a dedicated and a mixed unit?"
"Which unit can perform the exam?"
‍
Less common questions are:
"Does the unit provides masks?"
"If I have Covid, what are the procedures?"
The main question is about the deadline for the exam results.
‍
Other common questions are:
‍
"Can I get my result before the deadline?"
‍
"I need to have the results before my travel date. Can it be sooner?"
The most common questions are:

"What is the authorization period?"

"What is the scheduling deadline?"

"What is the insurance coverage or reimbursement?"
The main questions are:
"Can I do clinical analysis and image exams on the same day?"
"Who is the test manufacturer?"
"How is the exam procedure?"
"What is the symptom period?"
"Do I need to schedule?"
"The exam needed for travels is performed in this laboratory?"
The main question is,
"what exams can be made through home care services?"
‍
Other not-so-common questions are:
"What are the safety procedures?"
‍
"is the lab car identified with the lab logo? 
The main questions pointed was:

"How are the results displayed?"

"What's the precision of the results?"

"results are accepted for international travels?"

Insights &
opportunities

Depending on the symptoms and exam, we need to direct the patient to a dedicated or mixed unit.
We need to give information regarding the safety procedures in the Hot site.
The result deadline can be a filter, and the approximate result deadline should be seen during the unit selection phase.
Test manufacturer was pointed as the most recurrent question.
The call center can't indicate what exam should be made, but it can answer questions about the exams, such as their differences.
Information about home care scheduling and safety procedures can reduce the number of calls to the call center.
During a call, a patient pointed out their urgency about the result.

The consultant said that, in this case, it would be better to do the PCR test instead of the antigen.
Exam scheduling

Main takeaways

Based on the conversations I had with the supervisors and service managers from DASA's call center and the data gathered from calls, I segmented profiles and the most typical questions that needed to be addressed on our website.
USERS PROFILES
• Have a booked trip.
‍
• Have a scheduled surgery.
‍
• Have covid symptoms.
‍
• Had contact with those who tested positive.


* information is not in order of relevance
MAIN DOUBTS
What exams does the laboratory have available?
‍
Does health insurance cover the exam?

What is the authorization period for health insurance?

How much does it cost?

What is the deadline for the results?

What units are available?

* information is not in order of relevance
Through conversations with DASA's contact center supervisors and managers, and call data analysis, I identified typical user profiles and their common questions that needed to be addressed on the website.
USERS PROFILES
• Have a booked trip.
‍
• Have a scheduled surgery.
‍
• Have covid symptoms.
‍
• Had contact with those who tested positive.







* information is not in order of relevance
MAIN DOUBTS
What exams does the laboratory have available?
‍
Does health insurance cover the exam?

What is the authorization period for health insurance?

How much does it cost?

What is the deadline for the results?

What units are available?

* information is not in order of relevance

Main takeaways

Process

Having a clear understanding of the user's profile and the most common questions, we could address the information architecture of the Hotsite.
‍
During the first two weeks, I accomplished the user research and the lo-fi prototype, and validated it with our stakeholders.
‍
In the three remaining weeks, I finished the hi-fi prototype and the handoff to the development and design team from the consultancy agency, who were responsible for further development of the product.
HOME PAGE
• By asking the patient if they want to know if they have or had Covid, we can present them with the proper exam. That was one of the central echoes pointed out during the research phase.

• We display the list of laboratories based on patient volumetry. The brands Exame and Atalaia are of Dasa's laboratories.

• Frequently asked questions are displayed in the final part to retain patients who still have questions before proceeding.

Simplified Flow

SCHEDULING FLOW
• Unit selection displays the result deadline (one of the most common doubts)

• After selecting the unit and date, we display other common questions addressed at the call center, such as medical orders, safety procedures, preparation, and payment method.

Let's work together!

Send me your information and we will get in touch!

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EcommerceHotsite Covid-19Check-in