Redesigning Medical Self-Service and Booking System
Problem
Confido faced the challenge of creating an efficient self-service and booking system to meet customer needs effectively. They wanted customers to be able to access services quickly and effortlessly, while also displaying historical service records and invoices. The challenge presented by the client centered on effectively organizing a multitude of services and presenting complex offerings in a simplified manner.
Solution
To address Confido’s challenges, we conducted a comprehensive customer research study, engaging all major customer groups. Through in-depth interviews and analysis, we identified customer expectations and gaps compared to competitors. Based on this research, we developed a concept to structure services and streamline the user experience, ensuring each customer group could easily access the services relevant to them.
Our team delivered a fully functional web/mobile app prototype for development, consisting of over 120 wireframe views for desktop and mobile devices. They also formulated strategic principles that could guide both business development and IT teams in creating a user-friendly self-service system. This approach aimed to enhance the overall customer experience and streamline the booking process.
Process
- Customer Research: Conducted qualitative customer surveys involving all major customer groups to understand their preferences and pain points in using the self-service platform.
- Journey Mapping: Analyzed customer feedback to identify the most logical route for customers to reach their desired services and activities, such as booking appointments with minimal effort.
- Concept Development: Created wireframes and user journeys for both desktop and mobile interfaces to visualize the proposed self-service system.
- Strategy Formulation: Developed a strategy to ensure seamless integration of the self-service platform into business and IT operations to maximize the quality of customer experience.
- Prototype Delivery: Delivered a functional web/mobile app prototype, allowing Confido to move forward with the development phase.
Results
Implementing the new self-service and booking system resulted in significant benefits for Confido.
- Since the launch on 03.10.2022, the amount of negative feedback regarding self-service has decreased by 25%, while the number of positive comments has increased by 41%.
- Call center workload was impacted – booking related requests decreased significantly, while the total volume of these requests remained the same, then due to overall increase of interest the proportion of the requests decreased from 50% to 34%
Working with Rethink was a great experience. The problem was taken with all seriousness, workshops were organized and the communication was always on time, to the point and with valuable insights, which helped to solve the customers painpoints.
Kristjan Jasinski
Head of Customer Experience
Confido
Confido is a leading private healthcare provider in Estonia, focused on providing high-quality medical care as well as an extensive range of wellness and preventative care services to promote overall health and wellbeing.