Confusion over Report Health element in Call Doctor
Users affected
P7
Outcome/Expected Functionality
EXPECTED FUNCTIONALITY:
Step 2: "I would like a doctor to contact me via whatsapp" - question influences how quickly a doctor will call them ('No' is less urgent); doctor will still call them regardless.
SUGGESTION:
1) Move the question "I would like a doctor to contact me via WhatsApp" from Step 2 to Step 1, and place it together with the phone number confirmation
2) Create a video which tells users what to do while waiting for a doctor to call them, customized for the symptoms they have inputted. E.g. if user lists that they are sneezing or having a running dose, show a video from a native language speaking doctor telling them to sit away from other workers and to inform their employer that they are awaiting a call from a doctor.
3) Provide advice for users on how to proceed if their medical need is urgent (e.g. call 995)
Type of issue (10 usability heuristics)
User control and freedom
Ease of fix
Challenging
Severity
Minor
USER EMOTION: Observation
CONFUSION:
Perception is that if users report that they have a high temperature or have symptoms in the reporting flow, that doctors will call them regardless of how they answer the question in Step 2: "I would like a doctor to contact me via whatsapp"
ā This perception is stronger among CMP industries than other industries (may be because of MOM's stronger on-the-ground engagement with workers in CMP)
Step 3 of flow: Users also perceive that the recording at the end of the flow will include information about how to deal with their symptoms in the short-term; "some tips on what I can do, general info on my sickness".
Feature(s) impacted
Call Doctor