Mismatched mental model for 'read aloud' element

Users affected

Outcome/Expected Functionality

EXPECTED FUNCTIONALITY: Users thought this element was to: 1) Watch a video [especially if element is paired with a static image, e.g. at the end of Report Health flow or in the News flow] 2) Communicate directly with the doctor immediately [especially the element at the end of the Report Health flow] 3) Send a video/voice message to the doctor [e.g. first or last screen of Call Doctor flow, where the element is placed close to WhatsApp logo] - "If my condition very urgent and cannot wait, I will send voice message to doctor and say 'Sir I cannot wait, can you come earlier'. But maybe if critical I will just call 995, no need wasting time using app"

Type of issue (10 usability heuristics)

Consistency and standards

Ease of fix

Challenging

Severity

Minor

USER EMOTION: Observation

CONFUSION: Most users were confused about the purpose of this element.

Feature(s) impacted

Call Doctor

Survey

Report Health

News & Stories