+Psico APP: UX Research

Although validated, some issues needed to be deepened for a better understanding, especially regarding the values considered as higher than the price by the patients and the scenarios where there would be greater price flexibility on the part of psychologists, since we noticed a polarization regarding migration for the digital service, 58.3% said it was not possible to attend only remotely, against 41.7%. Thus, it was seen the need to apply qualitative research.

Qualitative Research

For this phase, we selected some users to be interviewed. Participants who answered the questionnaire and made themselves available for future contact were contacted and the interview took place in the most favourable way for them, using audio messages on WhatsApp, e-mail and telephone conversation.

Thus, we seek to understand:

a) From the patients:

1. What values would be above the price when choosing a professional;

2. What would be the main impediment (such as equipment, space to be alone, discomfort, etc.) to participating in an online consultation with the psychologist? — Directed to participants who responded that they do or would do online therapy;

3. Which factors caused the increase in stress and fatigue during the quarantine, 58.8% of the people interviewed answered that they felt more stressed and tired during this period. — Targeted participants who responded with a rate of 4 or 5 regarding increased levels of stress and tiredness;

4. As for reliability on a platform with several registered professionals, who would indicate which would be the most appropriate for the individual (according to their complaints and preferences. — For those who responded, seek referrals from friends and family when looking for a new professional.

b) From the psychologists:

1. The reasons why 58.3% of the interviewees answered that it was not possible to carry out consultations only remotely;

2. Whether bureaucratic issues beyond CRP can be managed digitally;

3. What benefits would justify the reduction or discount in the price of online consultations, since 62.5% of the psychologists interviewed said they charged the same price for online and face-to-face consultations and 20.8% believed that lower expenses with physical office would not justify a reduction in the value of online sessions and;

4. The availability of some social consultations would be a good “bargaining currency” so that psychologists who are irreducible about migrating to a “digital office” and/or reducing the price of online consultations, have access to a specialized digital platform that covers an amount proportional to the number of registered patients.

Learnings

With the deepening of the subjects covered in the interviews, we obtained the following lessons:

a) From the patients:

1. They understand that the “connection” is the most important factor, even above the price, however, they consider the price when they go looking and cited values above 100 reais as “expensive” due to the current situation of unemployment or fear of unemployment;

2. Surprisingly, 60% would not have any difficulties with online service, including technical difficulties (such as the internet). The other interviewees unanimously claimed that they find it difficult to be alone;

3. They believe that the increase in stress is due to the loss of their “escapes”, like a bar with friends. Even though the quarantine makes them face daily problems “head on”, with no escape and the home office brought the feeling of always being at work;

4. They would trust the platform, except for ensuring that there is not much time between returns (next consultation) and selection of professionals based on time of experience and user feedback;

b) From the psychologists:

1. Consultations only in the online modality are a possibility depending on the type of patient, however many do not see it as an option to choose. Dealing with schizophrenic and suicidal patients, for example, is more difficult and even not recommended, in many cases, remotely;

2. In addition to the CRP bureaucracy, there are health issues, with ANVISA, equipment maintenance and permissions with the city hall, however, it depends on the number of professionals and type of assistance;

3. Once again polarized, it is believed that the price reduction could be considered with reduced sessions and even less time needed between sessions;

4. Although the ethical issue behind social assistance has been raised, it is believed that it would be a possible justification for reducing the price of consultations in exchange for a more affordable value for a digital platform. It was also said that there is already flexibility in the price per profile and the question of the retirement of self-employed professionals was raised.

Check out the +Psico APP: UI case, where I show the deepening of the interface part, the next step for the results presented in this case.

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