Customer Reviews (500)

Natshasha • 2025-03-21T21:47:14-07:00

When looking up information for three upcoming appointments, the app only shows info for the next appointment, not the following two appointments. And while trying to find these info for these appointments, the app kicked me out so I had to log back in. When trying to look up test results, it says the information can’t be shown right now. Very frustrating.

petep54 • 2025-03-21T19:45:20-07:00

Easy to navigate…

Nibulis • 2025-03-21T19:34:48-07:00

Very easy and simple

Summary of Key Insights

The MyQuest for Patients app receives overwhelmingly positive feedback, primarily for its ease of use in scheduling appointments and accessing lab results. However, significant pain points exist around data entry, particularly the inability to save insurance information and difficulties with date of birth input. Several users also reported glitches, such as appointment scheduling errors and login issues. While the app is generally well-received, addressing these usability and functionality concerns would significantly enhance the user experience.

Overall Sentiment: Positive, with recurring usability concerns.

Quantitative Metrics:

  • Overall Rating: Heavily skewed towards 5-star reviews.
  • Score Distribution: 5-star (73%), 4-star (7.2%), 3-star (7.2%), 2-star (6.8%), 1-star (5.8%)

Data & Methodology Overview

  • Data Sample Size: 500 reviews
  • Time Frame: Not explicitly stated, but likely encompasses a range of recent reviews given the version number (3.25).
  • Analysis Methods: Primarily qualitative analysis based on keyword extraction and sentiment assessment of user reviews. The analysis identifies recurring themes, positive feedback, and negative experiences.

Key User Pain Points

  • Repetitive Data Entry: Users frequently complain about having to re-enter insurance information, addresses, and other personal details every time they schedule an appointment, despite having an account. This is a major source of frustration.
  • Date of Birth Input Issues: Many users report difficulties entering their date of birth, often due to the app defaulting to the current date and a cumbersome calendar interface.
  • Appointment Scheduling Glitches: Some users experience errors during the scheduling process, such as the app indicating that a chosen time slot is no longer available after they have entered all their information, or appointments disappearing from the system.
  • Login Issues: A few users reported being stuck in an infinite login loop or experiencing difficulty logging in.
  • Medicare Number Format: The app doesn't accept the standard hyphenated format for Medicare numbers.
  • Difficulty Finding Past Results: Some users find it difficult to navigate and locate past lab results within the app.
  • Lack of Autofill: Users expect information to autofill from their account profiles.
  • App Freezing/Errors: Some users experience the app freezing or encountering unknown errors.
  • Inability to Speak to a Human: Some users expressed frustration about the lack of human support for troubleshooting.
  • iPad Usability Issues: Some users find the app difficult to use on an iPad, with formatting issues and small screen size.

Frequently Requested Features

  • Autofill of Personal Information: The most requested feature is the ability for the app to automatically populate user information (insurance, address, etc.) when scheduling appointments.
  • Save Insurance Information: Users want the app to store their insurance details for future use.
  • Easier Date of Birth Input: Users suggest a more user-friendly date picker or the ability to type in their date of birth directly.
  • Ability to Upload Insurance Card: Some users suggest the ability to upload a photo of their insurance card.
  • Favorite Location Saving: Users would like to save frequently visited locations for quicker selection.
  • Secondary Insurance Input: Users need a field to enter secondary insurance information.
  • Improved Search/Filtering of Past Results: Users want a better way to organize and search through their past lab results.
  • Print Results Functionality: The ability to print results directly from the app.
  • Live Wait Time Updates: A live update on walk-in volume at different locations.

Strengths and Positive Aspects

  • Ease of Scheduling Appointments: The most frequently praised aspect is the ease and convenience of scheduling appointments through the app.
  • Access to Lab Results: Users appreciate being able to view their lab results quickly and securely.
  • User-Friendly Interface: Many users find the app easy to navigate and user-friendly, especially for scheduling.
  • Convenience: The app is seen as a convenient way to manage healthcare needs.
  • Time-Saving: Users appreciate the time saved by scheduling appointments online.
  • Integration with Apple Health: Some users value the ability to integrate their results with Apple Health.
  • Location Finder: Users find the location finder helpful.

Prioritized Action Recommendations

High Priority:

  • Implement Autofill for Personal Information: This is the most frequently cited pain point. Automatically populating user information from their account profile would significantly improve the user experience.
  • Fix Date of Birth Input: Address the issues with the date picker, either by providing a more intuitive interface or allowing users to type in their date of birth.
  • Allow Saving of Insurance Information: Enable users to save their insurance details securely for future appointments.
  • Address Appointment Scheduling Glitches: Investigate and fix the errors that cause appointments to disappear or time slots to become unavailable after users have entered their information.
  • Resolve Login Issues: Investigate and resolve the infinite login loop and other login problems.

Medium Priority:

  • Implement Medicare Number Format Fix: Update the app to accept the standard hyphenated format for Medicare numbers.
  • Improve Search/Filtering of Past Results: Provide a better way to organize and search through past lab results.
  • Add Secondary Insurance Input: Include a field for users to enter secondary insurance information.
  • Improve iPad Usability: Address the formatting issues and small screen size on iPads.
  • Add Favorite Location Saving: Allow users to save frequently visited locations.

Low Priority:

  • Implement Upload Insurance Card Feature: Add the ability to upload a photo of their insurance card.
  • Add Print Results Functionality: Allow users to print results directly from the app.
  • Live Wait Time Updates: Integrate a live wait time update feature for walk-ins.
  • Improve App Performance: Address any reported app freezing or performance issues.

Opportunities for Startup Ideas

  • Insurance Card OCR Integration: Develop a feature that uses Optical Character Recognition (OCR) to automatically extract insurance information from a photo of the card, eliminating manual data entry.
  • AI-Powered Results Interpretation: Offer an AI-powered tool that helps users understand their lab results in plain language, providing context and potential next steps (disclaimer: this should not replace professional medical advice).
  • Personalized Health Recommendations: Based on lab results, provide personalized health recommendations and resources.
  • Telehealth Integration: Integrate with telehealth platforms to allow users to easily schedule follow-up appointments with doctors to discuss their results.

Trends and Observations

  • Language Preferences: The majority of reviews are in English, but there are also some reviews in Spanish, indicating a need for multilingual support.
  • Positive Sentiment: The overall sentiment is strongly positive, with many users praising the app's ease of use and convenience.
  • Recurring Usability Issues: Despite the positive sentiment, recurring usability issues related to data entry and navigation are a consistent theme in negative reviews.
  • Focus on Appointment Scheduling: Many reviews focus on the appointment scheduling feature, suggesting it is a primary use case for the app.

Conclusion

The MyQuest for Patients app is a valuable tool for managing healthcare, particularly for scheduling appointments and accessing lab results. However, addressing the identified pain points, especially those related to repetitive data entry and usability, is crucial for improving the overall user experience. By prioritizing the recommended actions, Quest Diagnostics can significantly enhance the app's value and user satisfaction. The overwhelmingly positive sentiment provides a strong foundation for further improvements and feature enhancements.

Overall Recommendation: Focus on addressing the high-priority usability issues to significantly improve user satisfaction and app stickiness.

Original App Link

https://apps.apple.com/us/app/myquest-for-patients/id748920931?uo=2