Work Collection
Alipay Digital Healthcare Service Upgrade
Overview
Ant Group is committed to pioneering digital healthcare service in China, encompassing aspects such as insurance reimbursement, out-patient services and online consultation.
This project provides a case study for Ant Group Healthcare Design department from an academic perspective. It delivers a comprehensive package comprising a design framework, insight report, and UX solutions.
The aim is to enhance and improve the user experience with Alipay throughout the entire medical service journey.
Platfoms
Introduction
To reach a broader scope of customers, Alipay Health is determined to develop a better understanding of Chinese patients and digital healthcare service users.
Thus, a sponsored project on design framework is conducted to dive deeper into how users approach digital healthcare service from a UXR perspective.
Key Action Goals
Deliver Elegant Brand Identity
Attract and Retain Customers
Project Timeline
Participation: Jan - Jun 2023
Sponsor: Alipay, Ant Group
Team: Designer*4 + Project Manager*2
Selected UX Research Methods
Card Sorting
Thematic Analysis
Expert Workshop
User Interview
Background
How does medical service in China work?
Hospitals in China are organized according to a three-tier system that recognizes a hospital’s ability to provide medical care, provide medical education, and conduct medical research. Based on this, hospitals are designated as primary, secondary, or tertiary institutions.
Chinese citizens can access universal health care through one of a range of government supported or mandated health insurance plans.
Preliminary Research
Phase 1 - Exploration
SET Analysis
SET factor analysis (Creating Breakthrough Products) builds a Socio-Economic-Technical (SET) model, which can better identify the opportunities through a comprehensive analysis of social trends, economic dynamics, and advanced technologies.
99+ Pieces of Information
5 Macro Trends
Field Observation and User Interview
Intelligent technology empowers users with growing ability to evaluate symptoms
Break boundaries in individual management and hospital system data pipelines
Build characterized and full-cycle digital hospital guidance
Dynamic traffic flow and navigation based on big data analysis
Standardize medical diagnosis and solutions
Create smart humanized interpretations on lab reports
Market Research
Phase 2 - Discovery
Current System Break-Down
An analysis on the current medical system was conducted to have a deeper look into what service is provided and needs improvements.
User Research
Personas
Key Nodes and Takeaway
Multiple inquiries to figure out reimbursement process
Paper guidance without digitalized service
Provide patients out of state with customized hospital guide
Need family document with specified access for different members
Call for scientific order of taking lab exams
Hard to keep track of doctor's advice without clear record
Entitled group have accelerated access but requires human check-in
Some examinations requires company
Design Mindmap
Map Design Flags on the User Journey
Service Blueprint
Phase 3 - Product Development
Scenario I - Alipay Platform
Scenario II - Alipay Hospital Mini App
Scenario III - WeChat & On-Site Regitster
Usability Test
Iteration and User Mapping
Jenny Wang
Product Designer