As per my understanding, hospital is planning to develop a mobile app with the goal of patient engagement.
Customers of this app will be patients, doctors & nurses. But since the goal is patient engagement I am focuing on patient side needs.
Under patients there can be below types of personas:-
- OPD patients - patients who come for consultations but are not admitted.
- Patients which are admitted in the hospital for some surgery/accident and now post the operation/surgery are recovering.
As both personas will have different needs, I am focusing on only the OPD patients.
I feel an OPD patient goes through below hassle every time he is ill and decides to consult a doctor:-
- Getting an appointment from a doctor as per his type of illness and as per his convenient slot.
- Understanding the consultations charges & estimated wait time before hand so that he can plan his day.
- Post consultations, how to get medicines quickly without going through long waiting queues.
- Follow on checkups till the patient has fully recovered.
- In case of some sudden issue related to the illness, how to contact the doctor.
- In case of cronic illness, keeping track of your medicines & medical profile
- Avoid losing the medical prescriptions for future reference
For the first version of the app as we need to test whether customers find it useful or not and whether docs / nurses are comfortable using the app. Thus only the most crucial customer use cases would be part of the first version.
To priortize the use cases I would try to undertand :- how important the use case is for the customer & for the solution how big is the tech effort.
|Use case||Solution ||How important to customer||Engineering Effort|
Getting an appointment from a doctor as per his type of illness and as per his convenient slot.
|Search the doctor & get appointment via app||Priority 1||L|
Understanding the consultations charges & estimated wait time before hand so that he can plan his day.
|Before booking the appointment you can check the charges & estimated wait time on the app||Priority 2||L|
Follow on checkups till the patient has fully recovered
|In case of nothing serious, you can send your reports to the doctor via the app for followup checkups instead of physically visiting the doc leading to time wastage.|
Docter can view the reports & reply back via app and in case of anything serious suggest an appointment.
In case of cronic illness, keeping track of your medicines & medical profile
|All records present in digital form in the app||Priority 2||S|
Avoid losing the medical prescriptions for future reference
|All prescriptions present in digital form in the app with search facility.||Priority 2||M|
|Post consultations, how to get medicines quickly without going through long waiting queues||App has the option to buy medicines as per subscription & get them delivered to your home. ||Priority 1||M|
So for phase 1, I ll prioritze the priority 1 use cases.
Since the goal of the app was patient engagment, I would suggest below metrics should be tracked once the app is released:-
- No. of downloads & sign ups per day
- Weekly actives, 3 month actives
- No of conversations between patients & doctors per day
- No. of orders placed per day
- No. of appointments booked/day