UX Design

Falck – Internship

Background: During the module spring semester, before the actual “Experimentation” module, I took the initiative to do an internship at the Danish company Falck. Falck provides Denmark and Sweden with ambulances, but also private health insurance in Denmark. The project group consisted of two UX designers and one project manager.

Insight: With a bachelor’s in social anthropology and intersectional perspective I thought it was interesting to see how different customers might have different needs in terms of


Task: Create an app for clients to book their doctor’s appointments. Test.


The qual & quant 

When I joined the group Falck already had information on who to target – their private health insurance customers, and what problem they wanted to solve – digitalize the customer journey for bookings.

Hypotheses
There were a few hypotheses, among these:

  1. Customers feel differently booking their doctor’s appointment through an app depending on what they are seeking help for.

  2. Customers need to feel safe, that they are in good hands and taken care of when booking doctor’s appointments.

  3. Customers want to see a photo of the doctor they are meeting with.

Findings

Through the tests that were conducted I could see a few patterns:

  1. It seemed as if customers feeling around booking without talking to a person on the phone differed depending on the customer’s gender and age.

  2. The customer’s felt safe when booking appointments through the phone (as done today), the app need to give the same sense of personal service in order to be successful.

  3. Customers didn’t always want to see a photo of the doctor, but were more likely to want to see a photo when it came to seeking psychological help.

Recommendations

Through my findings I would recommend the following:

  1. Further explore the different feelings that the customers have depending on their age and gender.

  2. Test different UX-copy with the use of a more personal language.

  3. Test whether customer’s could feel safe knowing the psychologist’s/other healthcare provider’s experience, education, reviews would have an impact.

In retrospect

I would have loved to spend more time testing the different hypotheses in the project and also testing different target groups. The groups that we tested were colleagues working at Falck, but the results might have been different if we would have had a broader group.