Experience pharmacy "remote consultation"

Above, look at this intelligent terminal, which was seen in Shekou People's Pharmacy. (Because of the intensive communication during the operation of seeing a doctor, it is not good to take photos in front of the clerk, so there is no photo of the process. )

Today, I walked into the pharmacy and exchanged a few simple pleasantries with the clerk. I went to the intelligent terminal and asked the clerk how to see a doctor remotely. The clerk came to answer my question after greeting the customers who bought the medicine. Because I have tinnitus in one ear, I will experience remote consultation when I see tinnitus.

The following is the operation process between me and the shop assistant, starting with the dialogue.

Me: I want to see my ears. What should I do?

Shop assistant: register your account first and then ask for treatment?

Me: How do 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 does it cost to see a doctor online?

Shop assistant: Is there anything free or for a fee?

Me: Then I'll find a free doctor first.

Shop assistant: Let me register an account for you first.

Next, I operated the interface with the clerk for a long time, but I didn't find the entrance of the word "registration", only the login interface. So the clerk logged in directly with his own account. Then she thought she would modify it in her personal data and change it to mine, but it was obviously impossible because the phone number could not be modified. After a while, she still could not register a new account by phone. So I said, just use your account to see a doctor, never mind. So she chose ENT in the interface, and then the first doctor made a free video, and then something strange happened. At this time, the interface prompted me to register patient 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, which made me tired of moving 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 of the clerk was equivalent to a staff number, and my account was the real patient account. 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, not by itself. This logical design cannot 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 is successful, the consultation process will be conducted again. After initiating a video consultation with a doctor, it took about 20s to 30s, and the connection was successful, and 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, and I don't know what the average response speed of other doctors was). During the period, the clerk told me that I could communicate with the doctor with headphones. I put on headphones to describe my tinnitus to the doctor, and then the doctor repeatedly told me that I couldn't hear clearly, so I asked him to speak louder. In fact, I had put my headphones in my mouth and said it loudly. Maybe the doctor's network is not very good, and once we were disconnected. We talked for 5- 10 minutes, and the doctor suggested that I go to the hospital to check and confirm the specific situation, and also suggested that I buy XX medicine. I will 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 places to be improved in the whole interaction process. I used the WeChat consulting service "Ask the doctor" in Lilac Garden before. They are all text-based consultation (asynchronous reply), and the overall process operation is relatively smooth. Let's not compare the differences between the consulting platforms for the time being. Based on the remote consultation experience of "Yao Yun Medicine" products, I summarized some problems and suggestions of the consultation products through this consultation experience:

-Problem identification dividing line-

(By the way, consultation is just one of the services of the platform, and it also has services such as registration and physical examination. Today, we only discuss consultation. )

-Question 1: The registration entrance is not obvious or there is no registration guide. There is no distinction and prompt between staff account and patient account in the interface, and the operating logic of the account has not been given enough prompt and guidance. Pharmacy staff also don't know how to operate. The logical design and operation of accounts should be simpler.

-Suggestion: Make clear the operation difference between staff account and patient account, and set up a separate entrance 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 with the doctor, the doctor sees that the angle of the user's head is not good; And the quality of real-time video is also very general.

-Suggestion: It is suggested to consider the camera position from the average height of most users, and optimize the video display through hardware design scheme and image display scheme.

-Question 3: The UI style of the whole interface (layout, interface text size) has not been optimized for the big screen usage scene, and it is still the style of a handheld tablet computer, and the overall feeling experience is not very good; Some contents are too small for the old man to understand.

-Suggestion: This is a big problem, because the operating experience of mobile app or tablet product interface on TV screen is still very 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 big touch screen easy to use, it is necessary to redesign the UI according to the scene and crowd of the big screen.

-Question 4: The screen is too big, and it is too hard to input text, because the input keyboard is as wide as the 49-inch screen, and the touch screen moves too far from left to right, making your eyes tired. (This question belongs to the specific description of Question 3)

-Suggestion: As in question 3, consider the overall layout and interaction, as well as the layout and display of the keyboard.

-Question 5: Is the graphic consultation suitable for the pharmacy consultation scene? Because the user went to the pharmacy for consultation, he felt that he was consulting in the hospital. If you can't get a real-time reply, their satisfaction will be greatly reduced.

-Suggestion: Personally, I saw the information input window of graphic consultation. I feel that there is a lot to fill in and the key operations are troublesome, so this process needs to be optimized. For example, graphic consultation should be done by users themselves on their mobile phones. (anyway, users who submit graphic consultation in pharmacies will not get an immediate reply. )

-Question 6: Assuming that patients use graphic consultation, how can they submit their pictures to the intelligent terminal? Because graphic consultation must be answered asynchronously, how to ensure that patients can receive a diagnosis reply after leaving the pharmacy.

-Suggestion: Consider letting users submit graphic consultation via mobile phone. You can send a notification to tell users to reply by registering SMS notification or binding WeChat service number. Another advantage of binding the service number is that you can send push information to users in the future. )

-Question 7: How to ensure that the doctor can respond in time after the patient chooses a doctor in the video consultation scene?

-Suggestion: On the one hand, train doctors, on the other hand, 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 the network quality is not good, so as to avoid providing services, but the service quality is unpleasant.

-Suggestion: If the network is not very good, give priority to ensuring the voice quality. If the network is not good, you can not play the video directly, but use pictures instead. If the network quality is so poor that the voice is not good, you may need to hide the video consultation service.

-Question 9: Because pharmacy is an open place, personal illness is a relatively private matter, so we should think about creating a relatively private communication environment for patients.

-Suggestion: This is related to terminal placement, usage scenarios, and the proportion of mainstream disease inquiries. Therefore, it is necessary to follow up the investigation in the future and then consider the specific plan.

-Question 10: Teleconsultation 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 speed up this process of building trust requires more thinking and action from the operational level. Both drugstore employees and consumers need operational measures such as activities, events and themes.

-Suggestion: Free physical examination, popular science activities on disease prevention, daily health knowledge contest and other activities can be organized in conjunction with pharmacy enterprises, and more activities and events can be planned to promote the concept of pharmacy remote consultation 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 every consultation service of users can get a friendly and useful reply.

The above problems are more specific, but there are still many problems worthy of in-depth discussion, such as the O2O business model and operation model of pharmacies. A journey of a thousand miles begins with a single step. Products should be polished a little, and less is more.