Online Physiotherapy
Product Design & Development
Client
Physiotherapy Clinic
Project Type
Product Design & Development
Project Year
Jan. 2023 – Mar. 2023
My Role
UX/UI Designer & Developer
Project Tool:
The healthcare industry has rapidly shifted towards online platforms to provide convenient and accessible patient services. In line with this trend, my client’s physiotherapy clinic has an online physiotherapy service but still needs to integrate its website; unfortunately, everything has been done manually!
The initiative is to provide patients with an accessible way of receiving physiotherapy services from the comfort of their own homes. However, you might initially think that treating patients remotely isn’t possible, but consider the physiotherapy treatment process before making a quick judgement.
1. Assessment: This is the initial step in which the physiotherapist evaluates the patient’s condition, medical history, and physical abilities to determine an appropriate treatment plan.
2- Treatment: This includes the various therapies and exercises prescribed by the physiotherapist to address the patient’s specific needs and goals.
3- Education: Physiotherapists also play a critical role in educating patients about their condition, the treatment plan, and how they can manage their symptoms and prevent future injuries.
4- Follow-up: Once the treatment plan is underway, follow-up sessions are necessary to monitor progress, make adjustments, and ensure that the patient is on track to achieving their goals.
It’s simple, isn’t it?😉
I want to say; all the steps above are so simple to make it online with the integration of an online platform on the website, making it easier for patients to access the services they need from anywhere and at any time.
Problem Statement
The current website of the physiotherapy clinic needs an online registration system, e-commerce functionality, and a personalised treatment plan system. This makes it challenging for patients to purchase online physiotherapy services and receive personalized exercise plans for their specific issues. These features have led to a loss of potential revenue for the clinic and a lack of engagement with patients beyond their initial treatment.
Challenge
Balance automation and human touch. Automate to reduce costs, but patients must feel connected and get personalised care. Create a user-friendly system with tools for effective treatment.
Additionally, we must secure e-commerce functionality and protect patient privacy to build trust. Also, we need a scalable system for growing patients and changing healthcare trends.
Main work process
Research
Define
Design
Validate
Build
Test
Research
Competitive Benchmarking
To kick off the project, we began with a competitive benchmark analysis to understand what competitors are offering and identify areas of improvement. Based on the competitive benchmark analysis conducted in the client area (Canton), it was found that the online physiotherapy techniques used by the client were unique and competitive compared to other providers in the area. However, potential customers still need help assessing whether the services suit their needs due to a need for more detailed information about the techniques.
The review process is formed by evaluating the client’s sales funnel, pricing, customer service response, and buying system compared to competitors in the area. Identifying areas of improvement helps differentiate our client’s online physiotherapy from the competition for a successful launch overall.
Key Finding
Limited information:
The websites must provide more information about the specific physiotherapy services or techniques used, which may make it difficult for potential customers to assess whether the services suit their needs.
Lack of social proof:
The website does not include any testimonials or reviews from previous customers, making it harder for users to trust the services’ quality.
No pricing information:
The website must provide pricing information, which can be a barrier for potential price-sensitive customers.
Lack of human touch:
The lack of human touch in the online experience, especially in that field, can make it harder for users to connect and trust to buy the services.
Online Survey
The survey results indicate that online physiotherapy offers many benefits, including convenience, personalised care, and cost savings. However, some pain points need to be addressed, including a lack of physical interaction, and security measures may need to be implemented to ensure trust and confidence. Addressing these pain points can help to improve the user experience and ensure the continued success of online physiotherapy as a valuable and accessible healthcare service.
Most interesting comment
I am very likely to recommend the online physiotherapy services to a friend or family member, as it seems like a convenient and effective option for those who cannot attend in-person sessions.
User Interview / Usability Test
As part of my research efforts, I conducted interviews with 3 participants to understand user perspectives and experiences with physiotherapy. My questions focused on an online platform and the key factors driving its adoption.
After analysing the interview data, I found that users were open to an affordable and convenient online physiotherapy platform. The ability to exercise at home or work was a significant factor for many as it saved them time and money. However, some needed clarification on its effectiveness since they associated physiotherapy with physical interaction. Some also must distinguish between physiotherapy and massage therapy as the two are often conflated. Physiotherapy involves assessment, treatment, education, and follow-up.
Physiotherapy can be done online, providing effective and convenient care. Though some initial scepticism may exist, many seek accessible and affordable options.
Stakeholder Interview
Regarding online physiotherapy, stakeholder interviews can be necessary. By conducting interviews with my client, we gained valuable insights into the challenges and opportunities in the online physiotherapy market.
After talking to my client, we discovered that the online physiotherapy clinic’s primary goal is to make healthcare accessible and available for its current patients. Importantly, it will complement physical therapy in the clinic, not a replacement. In addition, They registered on the platform 2100 patients manually in the last three years ago. People mostly like going digital because it’s handy, nearby, and they can stay home while receiving treatment.
Analysis
Empathy Map
Using the insights from our user interviews, we created an empathy map to understand the user’s perspective better. The empathy map helped us define the users’ goals and what they say, do, think, and feel. By doing this, we were able to identify users’ pain points and unmet needs.
Key findings
Users seek affordable and flexible physiotherapy services.
Users seeking long-term treatment want a specialist who can provide ongoing support and personalised treatment plans for their chronic conditions or injuries.
Users who have reached the limit of their insurance coverage for physiotherapy treatments are looking for online resources to help them continue their recovery at home.
These findings suggest that users prioritise affordability, flexibility, ongoing support, and personalised care. Providing these features in online physiotherapy services could improve user experience and satisfaction. Additionally, offering educational resources and exercises for home recovery could also benefit users who have reached their insurance coverage limit.
Flow Diagram
Based on our user scenario, we created a user flow that guides the patient through the website to get personalized exercise. The user flow was designed to ensure that the patient could find the information they needed quickly and easily.
How Might We (HMW) Statements Solutions
How might we seamlessly integrate the online physiotherapy platform with the client's existing website to provide users with a cohesive and user-friendly experience?
After reviewing the website and identifying ways to improve user experience, we plan to implement a registration system, e-commerce features, payment gateways and email functionality.
How might we simplify the registration process for the online physiotherapy platform to reduce friction and improve user adoption rates?
We recommend a streamlined process with clear instructions and minimal input to simplify registration. Personal questions should be flagged, and social media login should not be mandatory. By reducing steps, adoption rates can increase as drop-offs decrease.
How might we leverage technology to add a human touch and personalised exercise recommendations for users while still maintaining the efficiency and scalability of the online physiotherapy platform?
We could expand the thank you page with a brief form containing all essential physiotherapy assessment details. This will help specialists personalize and recommend appropriate exercises quickly for individual patients.
How might we effectively market the new online physiotherapy service to potential clients while increasing conversion rates through clear and compelling messaging, social proof, and a user-centric design approach?
To boost conversions, we must create a sales funnel with targeted messaging and personalised content.
We could leverage various digital marketing channels such as social media, email, and search engines to market the new online physiotherapy service effectively.
Start to collect customer testimonials, case studies, and reviews to provide social proof and increase user confidence.
Design
Prototype
We started the design phase with low-fidelity wireframes that helped us organise the content and layout of the website. We then progressed to mid-fidelity prototypes, which allowed us to refine the design and user experience.
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Imagery
Effective communication in marketing and visuals requires more than mere aesthetic appeal. We aimed to showcase the client’s offerings through a uniform style of distinct images. Incorporating an interactive feature, we used various pictures throughout the registration process to sustain user interest, fortify branding, and elevate their experience on our platform.
Interactive components Anatomy
We’ve made sure to give the developers all the necessary info chillily. The user interface component anatomy serves as a comprehensive guide for developers to accurately create the status of each interactive component by providing complete information and eliminating any assumptions or misinterpretations.
Handoff Annotated Wireframes
The handoff annotated wireframes serve as a visual guide for developers to ensure accurate implementation of the design. These wireframes detail all the rules of digital controls. It ensured that the design vision and user experience were clearly communicated to the development team, resulting in a more efficient and effective development process. It was so important for me to be so detailed as it helped eliminate any ambiguity or confusion regarding the design elements and functionalities, reducing the need for an expansive back-and-forth between designers and developers.
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