Revolutionizing Online Healthcare Experience
Enhancing access and streamlining consultations for 170 million users.
Role
Lead designer/
Design Manager
Project type
Product design
Team
Led 3 UX designers & 3 UI designers, working closely with data & oprations teams
Why this problem matters
This platform was built to improve healthcare accessibility by providing telemedicine solutions to address China's unevenly distributed healthcare resources.
However, despite the huge market demand, the platform faced scalability challenges.
Unlocking Scalable Digital Healthcare in China
Empathizing with Users
Leveraging research & internal insights to uncover the pain points
Third-party user research
Gethared direct user feedback and satisfaction data to understand frustrations and drop-off points.
Internal doctor interviews
Uncovered workflow inefficiencies and challenges physicians faced in online consultations.
Data team collaboration
Analyzed consultation rates and department performance to pinpoint bottlenecks and optimization opportunities
Identifying the Problem
Research revealed three inefficiencies affecting both patients and doctors.
1
Lack of Patient Guidance
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Users struggled to describe symptoms, leading to misrouted cases and frustration.
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Without structured guidance, patients often select the wrong specialty, delaying proper consultation.
2
Low Consultation Completion Rates
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Privacy concerns – Users hesitated to share personal details early in the process.
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Unclear process expectations – Users dropped off due to a lack of guidance on the next steps.
3
Inefficient Use of Doctor Resources
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Doctors spent excessive time redirecting misrouted patients to the correct department.
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Skipped symptom descriptions forced doctors to collect basic info manually, reducing efficiency.
Ideate - Structuring the Consultation Experience
Mapping a seamless user journey to enhance guidance, efficiency, and treatment outcomes.
Structuring Consultations with Design Intelligence
Standardizing symptom mapping for a more intelligent user flow. By collaborating with internal doctors and PMs, we integrated the ICD-10 framework, transforming consultation efficiency and providing a smoother user experience.
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Simplify user input
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Enable AI-powered Triage
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Optimized Doctor Resources
Enhancing Consultation with AI & Design Innovation
Optimizing patient guidance and doctor efficiency through AI-powered solutions.
AI General Practitioner
Intelligent triage & symptom sorting. Guiding patients effectively before doctor assignment.
Leveraging the ICD-10 framework, we developed an AI-driven general practitioner that pre-screens users before assigning them to a real doctor.
Impact
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Reduces misdirected cases, improving consultation efficiency.
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Save doctor time by handling common inquiries upfront.
Doctor Matching Systems
Optimized consultation flow
Using AI-assisted patient profiling, the system intelligently routes users to the most relevant department based on symptom input.
Impact
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Prevents unnecessary wait times caused by misdirected cases.
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Improves consultation completion rates, reducing patient frustration.
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Enhances doctor efficiency, allowing specialists to focus on relevant cases.
Personalized Health Portal
A customized platform that adapts to user needs, making healthcare more intuitive and accessible.
Impact
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Personalized health suggestions. Displays relevant medical topics and seasonal illnesses based on user profiles.
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Quick access to relevant specialists. Highlights frequently consulted departments ensuring seamless navigation.
