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Self Plus is a mobile app that offers real-time services and self-care monitors to everyone in Vietnam and Indonesia.

We partner with multiple hospitals, clinics, and HCP to connect patients who are in quarantine with their doctors and consultants, due to the national lockdowns crisis. We hope this could reduce the burden of cost and anxiety for society. Above all, we want it to empower people's self-care habits. 

My motivation

My mom has suffered from her high blood pressure issue for at least 20 years. Since the first lockdowns of the COVID-19 pandemic in Vietnam around April 2020, I've realized that if the lockdowns or the pandemic get worse, people like my mom would be the most vulnerable group to survive, let alone dealing with her health every day.

Contribution

​UX UI, Research, Hands-on design, Project Management

 

Project

1 UX Researcher, 1 UI Designer, 2 Developers, 2 PMs

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explore
 

​Design Principle

A business model that benefits more than just healthcare consumers in the pandemic

 

One thing we did not want the online consumers to feel like they had to beg HCPs to provide the services as they experienced in person. We insisted on the following factors to hopefully build better engagement.

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Accessibility

Simplistic and minimalistic designs will help reduce the time it takes to find information. For example, we designed to fasten the booking and login process and make it more accessible to reduce the register barrier, especially among users in older age groups. Navigation and interface (color scheme, online activities) designed to be similar to our end users' daily habits could be the best decision to hook them on at first glance.


 

Communication

Preparing to be highly responsive when chatting with anxious new consumers to make them feel more welcomed and informed. Also promoting in-app community between friends and family to boost medical choices made and family-monitoring activity since Asian families get involved in each other's health condition more regularly.


 

Reliability

Reliability comes in several areas: software stability, data integrity, the speed at that the front-end of the solution interacts with back-end services, and, of course, consistency. The complete and latest information at every step throughout the entire process to reassure people is also one of them. A telemedicine app is useless without secure and encrypted video conferencing and communication features. 


 

Functionality

Taking Pareto’s principle, 80% of users tend to use no more than 20% of the options. The important thing, based on the user sharing before, the existing telemedicine apps present too much functionality at once without a primary efficient feature that works. For example, Vietnam has so far 5 apps that perform the same benefits and purposes: registering for personal information, giving health records - basic data, checking for vaccination, scheduling for vaccination, scanning QR... When users complain about one function that doesn't work correctly, a brand-new app would arrive in Playstore or Appstore. 

 

Hospitality and Personalization

AI Chatbot learns to personalize every patient's description and adapt communication subjects, for example how to call users by their styles, suggesting new doctor profiles that fit uneasy patients' requests regarding current problems with other earlier doctors. If this function works properly in-app and the suggested HCP really delivers a better experience, it could push patients to share their valuable feedback more proactively for them to get prompt improvement. 
 

More to add, when there is a delay in actions on screen, especially among users in older age groups, we propose an auto-suggestion how-to-use function, as well as a 24/7 Customer service and Chatbot, to be there in every step patients seek help before they ask for help. This function will decrease its appearance over time when new users become regular users.

 

​Functionality

 

Quick social login or internal account registering?

 

Since clinical data always has to be secure, tools like Skype or Messenger are rarely used as an official method of communication. Such tools are often available as built-in applications on telemedicine platforms. These systems are often integrated with internal healthcare systems and guarantee compliance with existing data privacy policies.

This is also the answer to the question from some people from our user interview.

 

“Why don't you let us join with our Facebook or Google accounts as all other apps do?” 

And since people may think so in the process of signing up, I took note that we will highlight privacy protection for patients to help them feel extra safe and finish the sign-up form.

 

 

Payment via trusted platforms, or the app's built-in wallet?

 

The worry about "where the money goes" should not occur in between a patient's concerns about their health conditions and getting treatment wisely. We'll show notes on what'll happen before they submit their payment information. We don't charge before the real-time services take place. We only charge the wallet and cards when you're happy with the service and give good feedback after that.

 

 

 

​Jobs-to-be-done​

PMs and I created multiple scenarios together, then we broke them down into the Jtbd framework.
 

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I need to buy a large amount of high blood pressure medicines for my mom, but have no idea where the meds are available without a prescription; I want to purchase from certified suppliers or pharmacists who are permitted with selling particular medicines.

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Job #2: Get medical products

I need to get the medicines that I paid for, but the quarantine rule is preventing me from physically get them; I need someone else that is permitted to deliver them to my house without any surprising reversal; so I could be relieved sitting at home knowing I'll get the meds.

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Job #3: Secure a doctor visit

I need to get the medicines that I paid for, but the quarantine rule is preventing me from physically get them; I need someone else that is permitted to deliver them to my house without any surprising reversal; so I could be relieved sitting at home knowing I'll get the meds.

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Job #4: Visit the doctor virtually 

I need to get the medicines that I paid for, but the quarantine rule is preventing me from physically get them; I need someone else that is permitted to deliver them to my house without any surprising reversal; so I could be relieved sitting at home knowing I'll get the meds.

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Job #5: Change/ Cancel order or appointment

I need to get the medicines that I paid for, but the quarantine rule is preventing me from physically get them; I need someone else that is permitted to deliver them to my house without any surprising reversal; so I could be relieved sitting at home knowing I'll get the meds.

​Architecture​

At this point, I had 102 ideas. It was time to narrow it down and identify what features should exist that aligned with our goals and the user's main needs


Up to a point where everything came disordered. An information architecture would help me grouping functions and content together, and most of the time, it helped me not fall out of our main set goals and agreement upon users needs rather than some new ideas coming from nowhere at the end of the ideation stage.

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Features Prioritizing​

We finalized a few core features to start, but my task priority was the booking appointment and medicine delivery features 

Book Appointment

We wanted to limit it to virtual meetings but knowing it might alienate regular patients to explore because they are used to booking an appointment and showing up in person at the hospital to see doctors rather than using virtual experience, therefore we give 2 options to give everyone some room to adapt.

Medicine Delivery

Local drugstores and pharmacies in the city reside in resident areas. People tend to get medicines by themselves directly from pharmacists with or without doctor prescriptions. It's hard to refuse the habit. Same as the booking experience, we give out lots of deals for delivery options.

Community

We want to have an area where users can feel connected to their friends and family while experimenting with online professional care. But most importantly, we intend to encourage people to trust more on HCPs' profiles more while evaluating a booking or delivery by getting real-time notifications (reviews).

Chat

Old people don't care as much about privacy as young people do, but they do care about being bored, feeling disconnected, and lonely. We want to have a fresh start to appeal to the young and 60-70ish urbanists. Based on our findings, Asians are addicted to social networks and media.

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​User flow​

These high-level structures highlight critical user flows of the application and break down processes the user would use to achieve specific tasks

 

Flows are something my stakeholders usually like to skip. They would discuss in a meeting, draw some concepts and ideas - getting everyone agrees then they believed they would see the first design in a couple of days. A detailed flow would bring more than just a conceptual actionable path for users, it was more likely showing all the internal, external involvement from other teams which was most likely requiring the tech team to have a look.

​Wireframe & Prototype​

Creating detailed wireframes helped make navigation seamless and straightforward

 

Somehow WFH affected the wireframing stage in my process. I normally would draw something on the whiteboard at work, then my product manager would comment and we together draw some silly things and finalize it at the end of the meeting. When I was alone at home, I figured that if I use Figma wireframing and prototyping board, it'd be easier to sync with my team in real-time and get their feedback ASAP. You can tap directly on the image to visit the first prototype link.

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to be continued

 

​Due to the legal rights and lockdowns delay, there were some steps we couldn't completely conduct and present. So that's all we got to show for now :) You can revisit this project after it's updated.

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