Oct 2019 - Jul 2019 | Good Doctor

GrabHealth

An online health care services for Indonesian where they can consult with the doctors and buy health products at their convenience.

I am involved in understanding the problem, researching and brainstorming of ideas, testing, creating UX flow, high-fidelity mockups and communicating with the Project managers and developers.

Tackling on payment issue

Our analytic team share their data to our team where we found out one of the problem that affects the orders conversion rate.

User Testing

As our users are based in Indonesia, our team went down to Jakarta to meet with our users to understand how they make payment and which of the flow they are stuck in. Through the testing, we found out that:

1) If OVO payment failed, users try the payment again without checking their OVO balance
2) Users can't change the payment method at iPay88 (a payment gateway) and tap on Done button at top left to exit the app
3) Users have difficulty in finding payment status after iPay88
4) Users have difficulty finding the virtual payment account number again after exiting iPay88
5) Other common payment method they used, BCA, is not found in the selection

Objective: Get customers to complete their payment seamlessly

Competitors Research

To get an understanding how users make payment in online platform in Indonesia, we look at some of the common app that Indonesian shops in.

Improved Results

The Results

The results has help to increase the successful payment by 20%

Other Key Features

Chat with an AI before consulting with a doctor to gather information of the patient needs so that doctor can quickly approach their concerns.

Reminding user to make drug purchases when user did not checkout the items

Displaying reviews of doctors to give patient assurance of the doctor’s quality

Standalone App for Good Doctor

With the business goal of having a new app to help bring our services to non-Grab users and to bring more brand awareness, I lead the design team in working on the visual direction and improved UI experiences through workshop and survey.