My Role
UX Researcher
Research Planning
UXUI Designer
UX Writer
Work with
C-level Management
Project Manager
Business Analyst
Operation Team
Development Team
External Designer
External Service Provider
Region
Hong Kong
Virtual Medical Consultation
Mobile App Design
UX Research
Design Thinking
Live Product

Background

Watsons is a top health and beauty retailer in Asia and Europe. They provide personalized advice on health, beauty, and personal care. In October 2022, Watsons launched the eDR Chinese Medicine Service to support customers during the COVID pandemic.

Process of the Project

Project Goal

The project aims to provide a brand new online Watsons Chinese Medical Service that helps patients to take care of their health with a seamless and supportive healthcare experience.

UX Research

Focus Group

I conducted a focus group with 8 participants who are either caregivers or have experience using Chinese medicine services.

Purpose:
  • To understand their personal experiences, goals, needs, and any challenges they faced when using the online Chinese medicine consultation.

Stakeholder Interview

I conducted an interview with our Watsons Chinese Medicine Practitioner. Also, for the 3rd party system design, we conducted an on-site study with the service provider.

Purpose:
  • To know the expectations of transitioning to an online service
  • To understand how the third-party system technically supports Chinese medicine practitioners and the actual operations behind it.
  • To understand the actual process of the in-person consultation

Chinese Medicine Practitioner & Service Provider

Benchmarks

Researching on the service flow of other competitors.

Purpose:
  • To understand how they were approaching online Chinese medicine consultation, especially the payment session.
Insight
1.
Choose the same practitioner for follow-up if the treatment is effective with them.
2.
Attach photos can better describe symptoms that are difficult to explain verbally
3.
Patients and caregivers would keep tracking the medicine delivery after the consultation.
4.
Some patients are busy and easily forget to take medication.
5.
Long-COVID symptoms are listed separately for rehabilitation patients.
6.
Patients need to avoid specific foods during treatment.
7.
Multiple prescriptions may be given.
8.
Prescriptions can contain 100-300 ingredients with various herbs.
9.
The prescription may include different forms of medicine and application methods.
10.
One-time payment for consultation and medication before the consultation.

Final Design

Flow

Feature Design

Symptoms Questionnaire
  • Reduce workload of documentation by providing purpose and common symptoms sections.
  • Understand well the reasons of choosing Chinese medicine treatment.
Tongue Diagnosis
  • Upload a tongue image to improve diagnostic quality.
  • Demonstrative photos to assist users in capturing the ideal picture.
Select Doctor
  • Bookmark the practitioners for quickly select
  • View qualifications of the practitioners to understand their background
Delivery
  • Provide the tracking link for details
  • Catch up the medicine delivery status on homepage
Medication
  • View the prescription and its ingredients
  • Remind patients of abstinence list and remarks
  • Set medicine alarm

Result

  • The Chinese Medicine Clinic service has been launched on the Watsons eDR app.
  • Customers have expressed satisfaction with the service we provided, as they can easily utilise the online medical service.
  • We have been tracking customer behavioural data to help us enhance the experience, which we will further analyse in the future.
Live Product

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