INDIAN MOBILE DOCTOR CONSULTATION APPS - REVIEWMobile First User Experience of doctor consultation in apps such as MeraDoctor, Docsapp, Lybrate and Procto.

Harish Venkatesan

MeraDoctor Teardown

MeraDoctor, looks crisp and clean

Straight to the point. No doubts on how to start interacting with the app

a. Gives hint on what to type.

b. Gives a feeling that some one human is there to help me out immediately

c. As a first time user I just want to know what app has to offer or whether it will be able to solve the problem I have. This page clearly satisfies this need.

Authentication starts after you start enter your first query. So user has a decent look at the app before this point.

Nice way to get medical records.

In Meradoctor app the doctor spent 27 minutes on chat to understand the problem before giving advice.

A lot more feedback is taken from users before giving advice which increases credibility of the platform

Decent side menu

Liked the set Pin option to protect your medical records. Reassuring!

While the concept is nice could have given more quantitative facts

If the app is a doctor chat, why should email them for feedback? Can I chat in the app itself?

Could have made the page more lively with pictures and videos conveying the same information.

Useful FAQS

2. The % split was encouraging as a first time user to shed inhibitions

Docsapp Teardown

1. Introductory screens sending the right signals to the first time user

3. Information on how many doctors are on the app, how many categories are covered could have been provided.

4. Within 30 minute promise could have been more prominently highlighted.

Terms and conditions could have been kept in-app. Web click takes an average of 10 seconds according to a Google Research.

3. What We Treat page did not feel very intuitive. a. It felt like reading a pdf b. Has too much information to go through and digest.

1. Initial page took some time to load.A progress dialog would be helpful to know that the page is being loaded

4. The WWT page can be changed a. to have a list of categories being treated, so on clicking the categories people can see the specific problems that can be consulted using this app. b. Also a search bar would help user to find a specific category faster.

2. Did not notice ASK NEW QUESTION immediately. On noticing, was not really sure what it meant. A message like “talk to your doctor” would have been more meaningful for the first time user.

On pressing back on WWT page. Consult a Doctor page is clean and crisp. Should be the first screen I should be seeing as a User.

On pressing back on Consult a Doctor app exits. Can have a “You want an exit” prompt to avoid accidental exits.

Display of null values can be avoided

About us is taking back to initial information screens. Not sure, when restart option will be used.

Question arises on the security aspect of my information. Since I did not provide any password, how safe my information will be in the app?

Going back to docsapp

Keyboard does not provide me auto advance option.

Keyboard does not disappear on moving to the medicine category drop down option.

Why email again when app has already that information?

Since here also no password is used, how safe is my data?

a. Took me so many screens to notice that I can order medicines and Book a lab test on the app. b. Could be on the top bar and users could be sensitized using overlays. Or could have put this in settings. c. There are no - my medicines, my tests, or my consultation options in my profile.

a. As first time user I am still not convinced of the experience I am going to get on the app. So I might not pay. I might also not suggest this to friends because I am still not sure of the app or how good or bad it is.

4. Instead of asking for app rating, we can have rating for doctor. Post that the user can be prodded to give ratings for the app. Not having rating for doctor will impact user perception

1. My problem description was a one sentence “having

constipation and stomach trouble”

2. The concerned doctor did not ask any other questions at all before giving advice. That did bother me as recipient of

advice

3. Can create a medicine/test directory within the app and link the suggested medicines and tests to the directory for

users to know more about the tests and medicines.

From there they could also place orders for tests and medicines. Will feel more

seamless.

a. Could have more brighter colors and pictures on this page being the home page. b. Ask new question could be made more prominent.

a. A FAQ or hint of how to frame questions or guide on using the app would have been more helpful.

b. Not sure if material design colors and concepts were used, does not seem to be.

Lybrate Teardown

Introductory screens are bright and good usage of pictures.

Asking user information before user has any chance to test the app is a dampner.

Home page is ideal even for new user. Feels like lot is there to explore!

Nice to have the privacy policy in app than send to a web link.

No chat like interface like Docsapp or MeraDoctor. More like a question you would ask without any options to take feedback from user

Got a response after half a day with a generic answer.

No engaging experience

Was not really endearing to know that people can view your questions

Again, No engaging experience. Clearly chatting with the doctor is not part of the intent of the app!

Online consultation is clearly not the priority for Practo. And it shows on the app!

Practo Teardown

FINAL VERDICT

With Lybrate and Practo clearly not focusing on mobile consultation with doctors, and Docsapp still way to go with its user experience, Meradoctor is best when it comes to user experience and solving user needs in the category!