Table 2.

Critical issues from usability tests.

ID	Stakeholder	Critical issues	Steps taken for their resolution
1	Patient or admin	Simpler customer onboarding process	Two important changes were made as part of the onboarding process. First, registration process was simplified to include only basic fields, such as name, email, and password. Second, chatbot-based interaction during data collection was enhanced to include optical character recognition capability to simplify data entry for patients.
2	Patient	Unavailability of user profile: there is no option that allows the user to access their profile page and edit the details in just a single click. This is especially important when the users provide incorrect information to the bot by mistake.	A patient dashboard and account home page were developed to resolve this concern.
3	Patient	Status indicator: several studies have highlighted that users are more motivated to complete the tasks as they get closer to the end. A progress bar that indicates the status would better engage the users.	The issue was resolved through front-end code changes.
4	Patient	Option to exit from the app: users should have an option to exit from any screen in the app if they so choose. For instance, if a user opts to book an appointment later, the user should have the ability to do so.	User interface–related code changes were made to provide users an exit option from any screen. At the backend, information provided by the users during each session would be stored.