Hassan Chaudry

INTRODUCTION

oladoc is right at the top in the line of digital healthcare platforms in Pakistan. oladoc helps you find and instantly book appointments or online video consultations with the best doctors in Pakistan. Our transparent and intuitive platform helps you choose the right doctors by letting you check up on patient reviews, consultation fees, satisfaction scores, and wait times.

oladoc has already served over 15 million+ patients across the country and counting! With a growing user base and an extensive network of 25000+ PMC verified doctors in 100+ specialties, oladoc is setting the landscape of Pakistan’s digital healthcare industry.

oladoc has the following accolades to boost:

1️⃣ 75 million users served

2️⃣ 1 million plus patient reviews

3️⃣ 1.5 million plus app installs

4️⃣ Presence across 10 cities.

My Role as a Product Manager at oladoc.

So, in the capacity of Product Manager at oladoc, I was responsible for the following Products:

1️⃣ oladoc Web (customer facing web portal for online doctor

and lab appointments, ordering medicine)

2️⃣ oladoc Mobile App

3️⃣ MyPractice app (hospital, clinic & patient management for doctors)

4️⃣ MyPractice Web

5️⃣ Product Marketing: (Marketing Automation,

Product Copywriting, Email & SMS campaigns)

I not only re-designed these verticals from ground-up but also created User Flow through the oladoc app and integrated new features like the 'order medicine', 'health blog' in the app and web flows.

Below is a brief snippet of the user flow through the oladoc app.

I deployed a Marketing Automation tool: webengage for Push / SMS engagement of users and to tackle to user Bounce Rate. For instance, in each step of the User Journey in the aforementioned diagram, the user drop is triggered with time bound Push Notifications or SMS engagement. It helped me improve the Improved Conversion Rate by 54% and Retention rate by 41%. Below is a rough sketch of how user engagement through webengage works:

Identifying the Patient's Pain Points

I identified that a patient / user normally faces the following pain points whenever there is a need to book appointment with doctor:

1️⃣ Finding the best doctor based on patient reviews and ratings.

2️⃣ Finding available time slots for booking appointment.

3️⃣ Getting info about doctor's contact and address.

4️⃣ Getting reminders about doctor appointment.

5️⃣ Saving prescriptions

6️⃣ Reminders for follow up visits

7️⃣ Booking Lab tests at competitive rates.

8️⃣ Getting hands on verified health related tips and literature of

health literacy.

Identifying Doctor's Pain Points

1️⃣ Recording patient's data and records.

2️⃣ Keeping track of daily / weekly / monthly appointments.

3️⃣ Recording revenue / finances

4️⃣ Communicating clinic timings and addresses to patients.

5️⃣ Automating follow-up reminders.

6️⃣ Getting Lab results in time

The Design Process

I put in practice the concept of Design Thinking: Empathize, Define, Ideate, Prototype and Test.

RESEARCH FOR CRAFTING PERSONAS

User Interview (Doctor flow): I interviewed 7 people for creating the user flow for the doctor facing platform:

Participant characteristics:

🎯5 of them are professional doctors with an experience of 15 years.

🎯2 of them are recent medical graduates. They were selected

to decipher the needs of doctors who have started

practicing recently.

I asked the following questions to Doctors:

1️⃣ Are you a registered doctor in any other appointment booking app?

2️⃣ If yes, what are the challenges that you face in the app?

3️⃣ How are you able to manage your appointments?

4️⃣ What are some of the things that you like about the

current process?

5️⃣ What features do you think are most important in such kind

of apps?

User Interview (Patient flow): I interviewed 5 people for patient’s flow.

Participant characteristics:

one who is a mother of an infant.
one in late 40’s .
one who was having elderly parents at home.

I asked the following questions to Patients:

1️⃣ What are the difficulties that you face when you want to book

an appointment with a doctor?

2️⃣ Are you using any online doctor booking platform right now?

3️⃣ Do you prefer in-clinic visit or online consultation?

4️⃣ What are the features do you think are important in such kind

of apps?

5️⃣ What are the features that you admire in the current process?

USER PERSONAS

I created 2 user personas: doctor & patient:

Persona 1: Sadia (Doctor)

Persona 2: Ali (Patient)

COMPETITIOR ANALYSIS

For the competitor analysis, I chose Marham and Healthwire.

STORY BOARDING

Storyboard of a user trying to book a doctor's appointment.

USABILITY STUDY

After finishing off with the low fidelity prototype, I executed a moderated usability study with 7 participants: 4 users for Patient Flow and 3 for the Doctor Flow.

HEALTHTECH SURVEY

During my tenure at oladoc, I conducted a healthtech survey in order to get first hand data pertaining to customer usage patterns, preferences for the healthcare platforms and the source for getting awareness about a particular healthcare platform. Below are some of the glimpses:

Page updated

Google Sites

Report abuse