Today I walked into the pharmacy, and briefly exchanged a few pleasantries with the clerk, and walked to the front of the intelligent terminal to look at it, and asked the clerk how to remotely see the doctor. The clerk came over to answer my query after greeting the customers who were buying medicines. Because I have an ear with tinnitus, I experienced remote consultation by looking at tinnitus as a disease.
Here's how it went with the clerk, starting with the dialog.
Me: I want to see the ear, how to operate?
Store clerk: register for an account and then ask for a consultation?
I: how do I register ah, you help operation or I do it myself?
shopkeeper: you can operate yourself, I help you can.
I: how to charge for this online visit?
shopkeeper: there are free and paid?
I: that I first look for a free doctor it
shopkeeper: first to give you an account
Next, the shopkeeper and I operated in the interface for a long time, and did not find the "registration" two words of the entrance, only the login screen. The clerk then logged in with her own account. Then she thought she could change the information in her profile to mine, but apparently it didn't work because the phone number couldn't be changed, and after a while of tossing and turning, there was still no way to use the phone to register a new account. I then said then just use your account to see the doctor, forget about it for now. So she chose the interface of the five senses, and then choose the first doctor's free video, and then something strange happened, then the interface prompted to register patient information, so I filled in my cell phone number, name, disease description and other information (input information process is more troublesome, the input method switched several times, the other input method of the box is too wide, left and right back and forth to move the line of sight is very tiring), enter the cell phone authentication code to register successfully, the system account became my account, and the system account was changed to my account. The system account was changed to my account. At this point I probably guessed that the system's account logic is like this: before the clerk's account is equivalent to a staff number, and my account is the real patient account, and the system is designed to need to have a staff number to log in before you can use it, in short, it should be guided by the staff to use the system, can not be self-help use. This logical design can not be said to be a problem, the problem is that the account display does not distinguish clearly, the patient account registration process is not clear, resulting in the pharmacy staff is not clear how to use.
After registering successfully, and performing a consultation process, the doctor initiated a video consultation, after about 20s ~ 30s, the connection was successful, the screen appeared at the end of the doctor's video (video quality is relatively general, but the doctor's response speed is considered very fast, I do not know how the average response speed of other doctors), during which the clerk told me that I could bring the headset to communicate with the doctor. I put on the headset to describe my tinnitus to the doctor, and then the doctor repeatedly feedback to me is not very clear, let me say louder, but in fact, I've been holding the headset mike in the mouth to say it out loud, perhaps the doctor's side of the network is not very good, during the period of time we were disconnected once, we a **** exchange of 5-10 minutes, the doctor recommended that I go to the hospital for examination to confirm the specific situation, but also suggested that I buy XX medicine (name) I don't remember clearly, probably nerve pain related medication), after which the video consultation ended. I myself took the initiative to click log out in my profile to avoid leaving my information there.
The consultation was also a successful one, but the whole interaction leaves a lot to be desired. I've used Ding Xiangyuan's WeChat consultation service "to ask the doctor" before, they are text and picture consultation (asynchronous response), the overall process is relatively smooth operation. Now, without comparing the differences between the various diagnostic platforms, I've summarized some of the issues and recommendations of this diagnostic product through the remote diagnostic experience of the "Medicine Cloud Doctor" product:
(By the way, the consultation is only one of the services of the platform. (By the way, the consultation is only one of the services of the platform, it also has other services such as registration, health testing, etc. Today, we will only discuss this part of the consultation)
- Problem 1: The registration portal is not obvious or lack of registration guidelines, there is no distinction between the staff account and the patient account in the interface, and there is not enough hints and guidance on the logic of the account, and the employees of the pharmacy do not know how to operate it. How to operate? The account logic design and operation should be simpler.
-Recommendation: Clarify the difference between staff account and patient account, and actually set up separate entrances for registration and login.
-Issue 2: The video experience is not good. Since the camera is located at the top of the screen, when making a video call with a doctor, the doctor sees the user's avatar at a very bad angle; and the quality of the real-time video is very mediocre.
-Recommendation: It is recommended to consider the position of the camera in terms of the average height of most users, and to consider optimizing the video display through hardware design solution optimization, image display solution, and so on.
-Issue #3: The entire interface UI style (layout, interface text size) is not optimized for large-screen scenarios, and is still the style of a handheld tablet, which is not a very good experience; some of the content text is too small, which is difficult for the elderly to read.
- Suggestion: This is a big problem, because when you put a mobile app or tablet interface on a TV screen, the difference in operating experience is still very obvious. For example, the layout of the app interface on a smart TV and the layout of the phone/tablet app interface are two different designs. All to make the big touch screen good to use, need to according to the big screen use scene and the crowd to re UI design.
- Problem 4: The screen is too big, and it's too hard to input text because the input keyboard is the same width as the 49-inch screen, and the distance between the left and right viewpoints of the touchscreen is too big, which makes your eyes fatigued. (This problem belongs to the description of the specificity of the problem 3 points)
- Suggestion: the same as the problem 3, consider the overall layout and interaction, and then also consider the layout and display of the keyboard.
-Question 5: Is graphical diagnosis suitable for pharmacy diagnosis scenarios? Because when users go to a pharmacy, they feel like they are in a hospital, and if they can't get a real-time response, their satisfaction will be greatly reduced.
- Suggestion: In my contact with the information entry window of the graphic consultation, I feel that I have to fill in a lot of content, and the key operation is quite troublesome, so this process needs to be optimized, such as the graphic consultation so that users can complete it on their own cell phones. (Users won't get an immediate response if they submit a graphic consultation at the pharmacy anyway)
- Question 6: Assuming that a patient uses a graphic consultation, how can he or she submit his or her picture to the smart terminal? Because the graphic consultation must be asynchronous to reply to, how to ensure that the patient can receive a diagnostic reply after leaving the pharmacy.
- Suggestion: Consider allowing users to submit graphic diagnosis via cell phone, by registering for cell phone SMS notification or allowing users to bind the WeChat service number can send a notification to tell the user the diagnosis response. (Binding a service number also has the advantage of sending push messages to the user later.)
-Question 7: In the video consultation scenario, after the patient selects a certain doctor, how to ensure that the doctor can respond in a timely manner?
-Recommendation: On the one hand, we need to train the doctor's side, and on the other hand, we need to design the evaluation and reward and punishment standards through the system.
-Question 8: How can we guarantee the quality of the call if the network is not very good? Or if the network quality is not good, do not provide video consultation services, to avoid providing services but the quality of service is not happy
- Suggestions: In the case of network is not very good, to prioritize the protection of voice quality, if the network is not good, you can directly not live video, but use the picture instead. If the network quality is so bad that voice is bad, you may need to hide the video consultation service.
-Question 9: Because the pharmacy is a public place, and personal illness is a relatively private matter, it is necessary to think about creating a relatively private communication environment for patients.
-Recommendation: This has something to do with the location of the terminal, the use of the scene, and the proportion of mainstream medical inquiries. So we need to follow up and research in the future, and then consider specific programs.
-Question 10: Remote diagnosis is still a new thing in the eyes of the public, in the long run, patients need to establish a good relationship of trust with the platform, how to accelerate the process of establishing trust, we need to have more thinking and action from the operational level. Whether it is for pharmacy staff or consumers, operational measures such as activities, events and topics are needed.
- Suggestion: You can organize activities similar to free body checkups, disease prevention knowledge popularization activities, daily life health knowledge contests, etc. in conjunction with pharmacy companies, and plan more activities and events to drive the concept of pharmacy remote consultation into people's lives. At the same time, to ensure that users can get a friendly and useful reply to each consultation service is also the key to determine whether the platform can survive in the long term.
The above issues are more specific, while the pharmacy O2O business model, operating model and other worthy of in-depth discussion of a lot more. A journey of a thousand miles begins with a single step, the product should be polished a little, less is more.