Grupo Fleury
2021
Context
My first responsibility at the Fleury Group was to contribute to the successful launch of a new product focused on fertility treatments. This initiative involved the implementation of a feature that allowed patients to schedule appointments directly with doctors through the website.
Problem
The pandemic resulted in fewer in-person appointments, making it essential to expand online appointments. Users frequently ask the backoffice about recommending doctors to start their treatment because there is no page related to finding professionals.
Contribuitions
Usability testing, UI design, user journey, benchmark, Hotjar surveys, task flows
Business and users needs
I began by engaging with key stakeholders, including partner doctors, the support team, and other stakeholders. The goal was to understand perspectives and opinions regarding this new approach to medical partnership. Based on these insights, I conducted a comparative benchmark study with direct competitors. The aim was to identify the various approaches adopted by the market to enable patients to make initial appointments for fertility treatments through online platforms.
User surveys for quantitative data
With the problem outlined more precisely, the next step was to deepen our understanding of user needs regarding the search for doctors and explore ways to enhance this experience. For this purpose, I chose to conduct a quantitative research using Google Forms. Through this form, I asked specific questions related to the fertility treatment process, seeking to understand the preferences and demands of potential patients.
Google survey results – Click to enlarge
User testing results
By selecting a representative group of users, we addressed real-life usage scenarios. This allowed us to evaluate how users interacted with the platform, searching for doctors and scheduling fertility treatment appointments. We observed their actions, listened to their feedback, and documented the challenges they encountered during the process.
Results
- Reduction in inquiries related to searching for fertility doctors on the website
- Significant increase in online appointment scheduling
- Significant increase in the number of doctors interested in appearing on the Fleury Fertility website
- Model currently used for new products within the Fleury Group (Currently used in Fleury Fertility and Fleury Day Clinic)
Product design ⋅ UX ⋅ UI ⋅ Visual Design