Mismatched mental model on Call Doctor functionality

Users affected

Type of issue (10 usability heuristics)

Visibility of system status

Ease of fix

Challenging

Outcome/Workaround

USER WORKAROUNDS: 1) Tapping on the top-righthand side phone icon on the first Call Doctor screen. User expectation is that they will be able to contact the doctor with this method, or obtain his number. 2) Tapping on the "Call-a-Doctor" H1 text on the first Call Doctor screen. User expectation is that they will be able to contact the doctor with this method, or obtain his number. 3) When being redirected to the IHIS page to video call a doctor, users notice the H1 blue text for "Video Call a Doctor for Foreign Workers" and try to click on it.

Severity

Major

USER EMOTION: Observation

FRUSTRATION: Some users believe that they must actively call the doctor, instead of passively waiting for a call. Users also believe that they may be able to get medical advice from the doctor through messages, not just calls.

Feature(s) impacted

Call Doctor