Aviva Digital GP

You are unable to paste a password into password fields. This means my 20 character password has to be manually typed every time I want to log in. The app logs you out within about 10 minutes of not using it, meaning I’ve had to type my password upwards of 15 times into the app. There also appears to be no way at all to change your password. This is apparently in the name of security but there is zero security benefit of not allowing passwords to be pasted - in fact it makes security worse as it discourages password managers (coming from a security engineer). The app also tells you randomly have no internet connection, when you do. After logging in it tells you you successfully logged in and pops up a pop up to continue, rather than just logging you in. The after consolation feedback form failed to submit. You can’t even paste verification codes in, these must be typed out. When setting a password it tells you your password doesn’t meet the password policy but doesn’t tell you what that policy is. I have no idea who they contracted to make this app but it categorically the worst experience on any app I have ever had.

Totally useless. While trying to make appointment it kept saying none available as I scrolled through various times. Tried next day scrolling different times. Called support and they said system was at capacity with first free slots the two days away. After putting in date it came up with appointments but there has to be better design than making people guess what date first available slot is on. As far as the appointment itself, never happened. I logged in but it never was picked up. My wife received a phone call on her Mobil from the GP saying he was having trouble loading the video call. I was still waiting on my iPad for an answer. The support line only works weekdays during business hours so good luck using the touted out of hours service, you’re on your on. Oh, the one part of the app that does seem to work as advertised is the part that tracks the number of included appointments for the service. It deducted the appointment I never had from my balance.

I think the potential for this app is fantastic and there are some great features. I just had a video appointment with a gp that worked great and saved me a trip into my local surgery. It’s the usability and design of the app that needs some work though as there are constant little niggles that erode the confidence you have using the app. Here are some examples - getting locked into forms/fields without being able to get back to the page. Needs a “done” button at times or just to take your selection as completed - took me three attempts to book the appointment time. The time field works as a drop down scroll menu and a free text field - the symptoms I entered for my appointment were not saved and listed at the appointment itself - the screen kept going dark and into standby during my video call so I had to keep waking up the screen - the guide said you receive a notification 10 minutes before your appointment but in the notifications tab in the app there was nothing there and it never appeared prior to the appointment - after logging in once I’ve not been asked again for any login details! You’d think it would require you to log in each time you use the app or at least be able to set up fingerprint ID - if you need to cancel or edit your appointment you can’t do it through the app, it’s an email or phone call. All of that aside, I can still see this could be brilliant - it’s all stuff that should be picked up and fixed with some proper usability testing.