#healthcare
#servicedesign
#webapp
Brands that value patient experience thanks to NetSmile.
Key insights derived from the interviews
Our patients in our hospital continue their treatment for 2-3 weeks.
In the summer period, a higher increase is observed in the number of foreign patients compared to other periods.
We provide access to patient information from boring Excel file archives connected to a single computer. But finding these Excel files and providing remote access is a very challenging process.
Identity information of the patient (Country, foreign address, telephone number of the relative to be contacted in case of emergency, passport number, date of entry to Turkey) and the patient's health information (Past surgery and illness, medications used and allergic disorders, reason for application/pre-diagnosis, patient's following current health status, possible treatment cost, approximate length of stay, contact information of the person who will take care of the patient, clinic where the patient will be hospitalised)
When the patient's treatment request is approved by the information office. The patient reaches us about 1 week before he/she arrives.
To reach more audiences, we placed regional advertisements on social media.
We have private rooms in the hospital. We have provided discounts on accommodation costs in the hotels we have contracted with.
Quantitative Research
How often do you visit Turkey?
%22
%47
%12
%19
Once a year
Once a month
Several times a year
Several times a month
Can you actively use online communication channels during your travels?
%7
%93
Yes
No
What are the problems you encounter in the places you go to in Turkey?
%24
%26
%50
Not being able to access the internet.
Language problem
Lack of info
What are the problems you encounter in the places you go to in Turkey?
%37
%20
%9
%10
%24
Telecommunication
Social Media
For the job
Transportation
Translate
Users are divided into users of both products and services.
The two users were examined in depth.
Service Persona
Zaire Karima
Infuencer
About
30
Traveler
Algeria
Interests
She likes to spend time with his family and friends.
Interested in experiencing new cultures.
She likes to travel.
Zaire Karima (alias) is a popular influencer on Instagram. She lives in Algeria. She likes to travel abroad, see new places, or travel. She instantly shares his experiences with her followers.
Goals
Share their experiences and make suggestions with their followers.
Exploring the world.
Saving moments with friends.
Pain points
Transportation problem due to lack of internet access.
Difficulty in accessing the location of the places they want to visit.
Unable to share with followers.
Having trouble communicating with family and friends.
Product Persona
Mehmet Yılmaz
IT Specialist
Mehmet Yılmaz is a computer manager at Liv Hospital. He lives in Istanbul. He regularly follows the developments in the field of technology. He spends his weekends walking on the beach.
About
28
-
Turkey
Employee
Interests
Interested in technology.
He likes to spend time with his friends.
He loves to take a walk
Goals
Receive premiums by increasing sales of Netsmile to patients.
While he wants to make a diary, he wants to complete it. Because he wants to be promoted based on his performance.
He wants to improve his foreign language.
Pain points
Unable to enter report due to data clutter.
Unable to access historical patient information.
He worries that he won't be able to rise.
Empathy Map - Zaire
Customer Journey Map
Click to zoom
User Flow
User Flow
Information Architecture
High Fidelity Wireframes
UI Presentation
Finally, what have I learnt?
This project has provided me with invaluable experience in the end-to-end design, development and implementation of the new business model. The most important aspects of this process are:
- The advantages and disadvantages of internationalising the healthcare industry
- Marketing a previously non-existent business model to partners
- Testing the MVP solution in a real-world setting
- We have also achieved a considerable income from the project, amounting to ₺2 million per month. (2021)
