AI Assistant

Problem

In today's fast-paced healthcare environment, many patients feel disconnected from their doctors during consultations. Traditional methods often involve doctors spending significant time inputting data into electronic health records, hindering genuine patient interaction. This can lead to miscommunication, dissatisfaction, and potential errors in medical records.

Opportunities

  • How might we optimise Doctor's Time?

  • How might we enhance patience engagement?

  • How might we minimise input errors ?

Goals

Optimise doctors time >

By automating routine tasks like data entry, the assistant can free up valuable time for doctors to focus on patient care.

Enhance patients engagament >

With more time to engage with patients, doctors could build stronger rapport and provide more personalised care.

Minimise input errors >

Automating data input can the risk of human error, ensuring accurate and up-to-date medical records.

To address these challenges, I designed an AI-powered assistant to streamline the doctor's workflow and enhance patient experiences

User story mapping and feature prioritisation

To ensure a focused and efficient development process I lead a User story mapping workshop in order to discuss our vision for the product and prioritise features based on user needs and business objectives.

As the lead product designer, I played a pivotal role in shaping the AI assistant's user experience. My responsibilities included:

  • User Research: Conducting in-depth interviews with doctors and patients to understand their pain points and needs.

  • Information Architecture: Defining the information hierarchy and user flows to ensure a seamless and intuitive user experience.

  • UI/UX Design: Creating visually appealing and user-friendly interfaces that aligned with DocPlanner's brand guidelines.

  • Prototyping and Testing: Iteratively designing and testing prototypes to validate design decisions and optimise the user experience.

  • Collaboration: Working closely with a cross-functional team of developers, product managers, and stakeholders to bring the product to life.

Design Iterations

The design went through some iterations before we decided to commit to a solution

Final designs

User results and Key takeaways

We’ve seen a rise in doctor visits with physicians now able to handle at least 50% more appointments daily, thanks to the AI assistant and its streamlined workflow.

The simplicity of the system has been a major highlight in user feedback—doctors love how easy it is to copy and paste visit summaries into their practice management systems (PMS) where patient records are stored. Moving forward, the plan is to implement API integrations that will allow summaries to auto-populate directly into their PMS. This enhancement should boost monetisation of the standalone app.

Our hypothesis is that adding automated summary integration will drive even more upgrades. By eliminating the need for manual copy-pasting, we’ll save doctors time and effort, making the VIP SaaS upgrade even more appealing.

From a user perspective the successful launch of the AI-powered assistant has had a significant impact on healthcare providers and patients:

  • Increased Patient Satisfaction: Improved engagement and communication during consultations.

  • Enhanced Doctor Efficiency: Streamlined workflows and reduced administrative burden.

  • Reduced Medical Errors: Improved accuracy and consistency in medical record-keeping.

  • Positive User Feedback: Received positive reviews from both doctors and patients regarding the ease of use and effectiveness of the tool.

Business results and Key takeaways

This project involved developing the AI assistant as a standalone web app, as well as integrating the feature into our SaaS platform and mobile app for existing customers. However, the SaaS and mobile app implementations aren’t covered in this case study (happy to share more details in person).

The goal of these implementations was to encourage customers on the Saas lower-tier plans to upgrade to the VIP plan, which offers additional features, including the AI assistant. While the SaaS and mobile app versions were focused on serving our existing customers, the standalone web app was designed to attract new users. It offered limited summaries per month for free, with an upgrade required to access unlimited usage. The ultimate aim was to drive users towards adopting the Doctoralia CRM SaaS, which integrates the AI assistant with patient records for seamless use.

Below is an overview of the uptake across all implementations of the AI assistant within the Doctoralia product suite:

The standalone app demonstrated steady growth in adoption, particularly during its monetisation rollout in Germany, the first test market

Customers uptake

Last day of the quarter and we not only reached but exceeded our 900 active doctors target for the quarter

STDA (standalone app) already represents ¼ of our customer base, and is the main responsible for our growth

Number of sessions

We reached 85% of our target of 11,000 sessions