Orchyd MD

The goal was to make the feature feel seamless, secure, and in sync with the rest of the app—something that would help users feel right at home when accessing healthcare.

My journey with Orchyd started as a regular user. I downloaded the app, drawn to its mission of creating a space where users felt empowered and informed. But as I explored the app, I couldn’t turn off my “UX brain,” and I spotted a few areas that could be even better. So, I sent them an email! Two weeks later, I found myself on a call with the Orchyd team, pitching ideas to elevate the user experience and make the app more inviting for new users.

My initial focus was on unifying the app’s design and addressing minor usability issues, but a larger problem soon emerged: the Orchyd MD feature felt disconnected from the rest of the app. As the only paid feature, it was crucial that this experience provided a sense of security and familiarity for users.

To better understand user frustrations, I conducted a series of interviews to identify pain points with the MD feature.

Recurring feedback included:

• Confusion around how to end the chat.
• Misleading prompts about file sharing, despite no upload capability.
• Poor chat visibility.
• Descriptions of the experience as “sketchy” and “wonky.”

These insights highlighted the need for a more intuitive and cohesive experience.

I wanted Orchyd MD to feel as comfortable and reassuring as visiting a doctor’s office in person. With that in mind, I started prototyping solutions that would transform the experience, while also giving the entire app a refreshed, friendly look. Here’s what we focused on:

• Boosting Functionality:
  • Streamlined how users purchase visit credits and added a way for them to easily see their remaining credits.
  • Included the ability to look back at past visits for continuity.
  • Made sure the services offered by Orchyd MD were clearly explained upfront.
• Bringing the Doctor’s Office Online:
  • Added a feature for users to share parts of their Orchyd Chart with providers, making the experience more personal and helpful.
  • Improved the virtual waiting room with a clear message that users could leave the app without losing their place, and added a notification feature for when it was their turn.
  • Ensured that shared documents were visible in the chat for both users and providers.
  • Added the ability to end or report a chat, so users always felt in control.

Testing

We tested the redesigned Orchyd MD with users, and the results were super encouraging. All of the previous pain points? Gone. In 5 user interviews, nobody brought up the old frustrations with the chat experience.

One new piece of feedback came up during testing: users wondered if they could see wait time estimates in the virtual waiting room. Unfortunately, technical limitations with third-party providers made this tricky for now, but we kept it in mind for potential future updates.

Launching the update

It was great to see that the changes not only improved the experience but also helped more people feel comfortable using the telehealth feature. After we launched the update, we saw some exciting results!

Key Results

• 80% Increase in First-Time Purchases for Orchyd MD visit credits.
• Wide Adoption of the new chart-sharing feature among both new and existing users.
• More Positive Reviews that called out Orchyd MD specifically as a highlight of the app.