Product design ⸺
In a world where digital reminders, calendars, and notifications are the norm, the healthcare industry seemed to be lagging behind in terms of efficiency and user experience. Our team, fueled by the desire to solve problems and challenge the status quo, decided to tackle this issue head-on with a patient engagement software.
Role
UX and Product Design Lead
Project Launch
2023
Identifying the Problem
The team observed several challenges in the healthcare industry:
Doctors and Staff Fatigue: Healthcare professionals were burdened with energy-consuming tasks.
Patient as Customer: Patients were treated as customers, yet the customer experience was lacking.
Regulations and Questions: The industry faced complex rules and numerous questions.
The Patient-Centric Approach
To understand the consumer perspective, the team conducted research, interviewed healthcare professionals and gathered the following insights:
Long Wait Times: Patients spent an average of 9.5 minutes navigating automated phone systems.
Customer Service Impact: 71% of consumers ended relationships due to poor service.
Lost Customer Value: Globally, losing a customer cost an average of $243.
Acquisition vs. Retention: Companies prioritized acquisition despite higher costs.
Taking into account a patient's potential influence on others and their lifetime value, which can exceed $600,000, the focus shifted to optimizing the patient experience.
Solution: Messaging Platform and Website Chat Widget
Our team developed a messaging platform called Plait Workspace and a website chat widget called Plait Messenger to improve patient engagement, satisfaction, and retention.
Centralized Communication
All incoming messages were organized and accessible through the messaging platform.
After-Hours Engagement
The widget captured and directed after-hours inquiries, ensuring no leads were lost.
Automated Onboarding
Smart automated messages greeted and guided patients, minimizing the need for immediate manual responses.
Results and Impact
The introduction of the Plait Workspace and Messenger streamlined patient interactions and optimized practice operations, addressing specific challenges:
Disjointed Communication: Patients' information was previously lost in a disjointed process; the new widget centralizes and organizes messages.
After-Hours Neglect: After-hour inquiries were previously neglected; the widget handles them promptly.
Staffing Costs: A chat system required constant monitoring; the widget offers automated responses.
Figma Prototype
Releasing soon! Prototype of our new messenger design
Conclusion
By focusing on patient retention and leveraging technology, the team successfully optimized patient engagement, improved healthcare operations, and enhanced the overall patient experience. The Website Chat Widget acted as a crucial tool in achieving these goals, making it easier to connect with patients, address their inquiries, and maintain a high level of satisfaction.
