Today, I walked into the pharmacy, exchanged a few simple pleasantries with the clerk, went to the smart terminal and asked the clerk how to see a doctor remotely. The clerk came to answer my questions after greeting the customers who bought the medicine. Because I have tinnitus in one ear, I will experience remote consultation by seeing tinnitus.
the following is the operation process between me and the shop assistant, starting with the conversation.
me: I want to see my ears. What should I do?
shop assistant: register your account first, and then ask for treatment?
me: how can I register? Do you help me or do it myself?
shop assistant: you can operate it yourself or I can help you.
me: how much do you charge for seeing a doctor online?
Shop assistant: Are there any free or paid ones?
Me: Then I'll look for a free doctor first.
Shop assistant: I'll register an account for you first.
Next, the shop assistant and I worked on the interface for a long time, but we couldn't find the entrance of "registration", only the login interface. So the clerk logged in directly with his account. Then she thought it would be modified in her personal data and changed the data to mine, but it was obviously impossible, because the phone number could not be modified, and after a while, she still couldn't register a new account by phone. So I said, just use your account to see a doctor, and leave it alone. So she chose the E.N.T. Department in the interface, then the first doctor's free video, and then something strange happened. At this time, the interface prompted me to register the patient's information, so I filled in my mobile phone number, name, disease description and other information (the process of inputting information was troublesome, the input method was switched several times, and the frame of the input method was too wide, and it was very tiring to move my eyes back and forth), and the mobile phone verification code was successfully registered, and the system account became my account. At this time, I probably guessed that the account logic of the system is like this: before, the account number of the clerk was equivalent to a staff number, but my account number was the real patient account number, and the system was designed to be used only when the staff number was logged in. Simply put, the system should be used under the guidance of the staff and cannot be used by itself. This logic design can't be said to be a problem. The problem is that the account display is not clearly distinguished, and the patient account registration process is not clear, which leads to the pharmacy staff not knowing how to use it.
After the registration was successful, the consultation process was carried out again. After the video consultation was initiated to the doctor, it took about 2s to 3s, and the connection was successful. The doctor's video appeared at the other end of the screen (the video quality was average, but the doctor's response speed was very fast, I don't know what the average response speed of other doctors was). During this period, the clerk told me that I could bring a headset to communicate with the doctor. I put on a headset to describe my tinnitus to the doctor, and then the doctor repeatedly gave me feedback that I couldn't hear it clearly, and asked me to speak louder, but in fact, I had already said it loudly in my mouth with the headset. Maybe the network on the doctor's side was not very good, and we were disconnected once. We talked for 5-1 minutes, and the doctor suggested that I go to the hospital for examination to confirm the specific situation, and also suggested that I buy XX medicine (I don't remember the name clearly) I take the initiative to click exit on my profile to avoid leaving my information there.
This consultation is also a successful consultation, but there are still many areas to be improved in the whole interactive process. I have used the WeChat consultation service "Come and ask the doctor" in Lilac Garden before. They are text-based consultation (asynchronous reply), and the overall process operation is relatively smooth. Let's not compare the differences among the consultation platforms for the time being. With regard to the remote consultation experience of the product "Medicine Cloud Doctor", I summarized some problems and suggestions of this consultation product through this consultation experience:
-dividing line of problem identification-
(By the way, consultation is only one of the services of this platform, and it also has services such as registration and health examination. Today, we will only discuss the consultation service.)
-Question 1: The registration entrance is not obvious or there is no registration guide. There is no distinction and prompt between the staff account and the patient account in the interface, and the operation logic of the account is not enough to prompt and guide. The pharmacy staff also don't know how to operate it. The logic design and operation of the account should be simpler.
-suggestion: clarify the operational differences between staff account and patient account, and actually set up separate entrances for their registration and login.
-question 2: the video experience is not good, because the camera is located at the top of the screen, when talking to the doctor in video, the doctor sees the user's head at a bad angle; And the quality of real-time video is also very general.
-suggestion: it is suggested that the camera position should be considered from the average height of most users, and the video display should be optimized through hardware design scheme optimization and image display scheme.
-Question 3: The UI style of the whole interface (layout, interface text size) is not optimized for the large-screen usage scene, and it is still the style of handheld tablet computer, which always feels that the experience is not very good; Some contents are too small for the elderly to read.
-suggestion: this is a big problem, because the operating experience of mobile app or tablet product interface on TV screen is quite different. For example, the app interface layout on smart TV and the app interface layout on mobile phone/tablet are two different designs. Therefore, in order to make the large touch screen easy to use, it is necessary to redesign the UI according to the scene and crowd of the large screen.
-question 4: the screen is too big, and it is too hard to input characters, because the input keyboard is the same width as the 49-inch screen, and the visual angle of the touch screen moves too far from left to right, which makes eyes tired. (This question belongs to the concrete description of question 3)
-Suggestion: As in question 3, consider the overall layout and interaction, and also consider the layout and display of the keyboard.
-Question 5: Is graphic consultation suitable for pharmacy consultation? Because users go to the pharmacy for consultation, they feel that they are in the hospital for consultation. If they can't get a real-time reply, their satisfaction will be greatly reduced.
-suggestion: as far as I am concerned, I saw the information input window of graphic consultation. I feel that there are many contents to fill in and the key operations are quite troublesome, so this process needs to be optimized. For example, the graphic consultation should be done by users themselves on their mobile phones. (In any case, users will not get an immediate answer when they submit a graphic consultation in a pharmacy)
-Question 6: Suppose patients use graphic consultation, how can they submit their pictures to the intelligent terminal? Because the graphic consultation must be answered asynchronously, how to ensure that the patient can receive the diagnosis reply after leaving the pharmacy.
-suggestion: consider allowing users to submit graphic consultation via mobile phone, and you can send a notification to tell users the consultation reply by registering SMS notification or binding the WeChat service number. (Binding the service number also has the advantage of sending push information to users in the future)
-Question 7: How to ensure that the doctor can respond in time after the patient selects a doctor in the video consultation scene?
-suggestion: on the one hand, we should train doctors, on the other hand, we should assess the reward and punishment standards through system design.
-question 8: if the network is not very good, how to ensure the call quality of consultation? Or if the network quality is not good, don't provide video consultation service, and avoid providing services but the service quality is unpleasant
-Suggestion: in the case of poor network, give priority to ensuring the voice quality. If the network is not good, you can not directly broadcast the video, but use pictures instead. If the network quality is so poor that the voice is not good, it may be necessary to hide the video consultation service.
-Question 9: Because the pharmacy is an open place and personal illness is a relatively private matter, it is necessary to think about creating a relatively private communication environment for patients.
-suggestion: this has something to do with the location of the terminal, usage scenarios, and the proportion of mainstream disease inquiries. Therefore, it is necessary to follow up and investigate in the future, and then consider the specific plan.
-Question 1: Remote consultation is still a new thing in the eyes of the public. In the long run, patients need to establish a good trust relationship between the process and the platform. How to accelerate this trust-building process requires more thinking and action from the operational level. Operational measures such as activities, events and topics are needed for both drugstore employees and consumers.
-suggestion: we can organize activities like free physical examination activities, popular science activities on disease prevention knowledge, and daily health knowledge contests in conjunction with pharmacy enterprises, and plan more activities and events to promote the concept of remote consultation in pharmacies into people's lives. At the same time, it is also the key to determine whether the platform can survive for a long time to ensure that users can get a friendly and useful reply for every consultation service.
The above problems are all specific, but there are still many problems worthy of in-depth discussion, such as the business model and operation model of drugstore O2O. A journey of a thousand miles begins with a single step. Products should be polished a little, and less is more.