A comparitive task analysis of booking an appointment on the Fortis system as opposed to Max...

1. Sanjay Ahirwal:
He has pain in his foot that has been persistent for some time now. The feeling is numbing with
pins and needles. He needs to find a doctor who can diagnose and help him.
Known conditions: Diabetes & Arthritis
Also ask him to remove his glasses and see what all he can make out the text
FORTIS - 14.54 mins - Pass
Scrolls down on
the home screen
Finds FMRI and
clicks since its
closest to his
home
His first
preference is
to take that
number and call
He clicks on
Find a
specialty
the scrolls is
uncomfortable
for him.
Wants to type his
problem on
search and
know which sp
He thinks
orthopaedic
will fix so he
clicks
Wants to
comparison
shop the
doctors
IF there ‘Doctor
designation’ was
there in the
booking wizard
WHO IS THE
HOD?
Requests appt
with a doc
who has done
his edu abroad
Misses the
calendar and
clicks on the
form directly
send the request
without filling in
appt slot
Is not satisfied
with the
confirmation
message.
He wants
immediate
help so closes
window
Goes back to
hospital to call
User Scenario & Task Analysis
He wants to be
connected
through his
Hospital ID
Why should he
have to fill in
information
again?
The perception
of trust will
happen when
it remembers
And allows him
immediate
access as well
He can perhaps
get a call within
an hour
The booking
process &
message
needs to

2. Sanjay Ahirwal:
He has pain in his foot that has been persistent for some time now. The feeling is numbing with
pins and needles. He needs to find a doctor who can diagnose and help him.
Known conditions: Diabetes & Arthritis
Also ask him to remove his glasses and see what all he can make out
MAX - 14.52 mins - Fail
Clicks on the
menus - not able
to find the right
menu
Clicks on search
and searches
for orth
Clicks on the
specialty in the
search results
chooses a doc
clicks on book
appt
wizard opens
The doctor that
he has found
is in Mohali
Clicks out of the
wizard & click
son
webppointments
wizard again finds a doc
has to enter doc
name in the
form since
there is no
This guy is not
available
Wants to change
doctor but can’t
figure out how
Figures out
the doctors
by trial and
error
But cannot
book
appointment
User Scenario & Task Analysis