Design Research
Creation and validation of flows for both audiences
Low-fidelity wireframes and prototypes
High-fidelity mockups and prototypes
Usability testing
Requirement prioritization, documentation, and handoff for MVP creation
Odontoprev reached out to weme because they understood that their application was not meeting the needs of users when it comes to online scheduling. Therefore, we started a project to design the user journey, in which the beneficiary would schedule appointments through the mobile app, and the dentist journey, in which they would manage these appointments through a web platform.
An additional complexity of this project was that its success depended on the adoption of two very different audiences – beneficiaries would only be encouraged to schedule through the app if the experience was excellent and had good participation from dentists. These professionals, in turn, would only access the new platform and use this new feature if there was sufficient demand from patients. It was crucial that each of these two flows worked in the most relevant way possible for the context of each of these audiences, and this is exactly the type of design challenge that weme loves to solve.
Throughout the exploration process, we identified the key success factors of this journey for the two main audiences - patients and dentists. We raised market benchmarks in the Design Research stage and conducted a series of interviews and usability tests with dentists and patients to design journeys that really put these two user profiles at the center of the solution.
From the patient's perspective, we were able to design a journey that addresses and mitigates the concerns and reservations of this audience regarding online scheduling, as well as offering specific points of convenience and usability that matter most to this audience. In relation to the dentist audience, we understood their business challenges, particularly with regards to scheduling, in order to create a journey that they really want to use because it makes sense and delivers value to them, rather than just offering more convenience and comfort to Odontoprev beneficiaries.
At the end of the project, weme delivered two completely new flows capable of delivering a high level of value to each of their respective audiences. The flows were created from the user's perspective but also take into account the business objectives and the various technical and regulatory requirements pointed out by Odontoprev throughout the construction process. The level of interest expressed by the test participants was very high, and the project was received with great enthusiasm by all internal stakeholders of the company.
How did Odontoprev speed up with weme's solutions?
Memorable Customer Experiences
Instead of creating a simple flow based on functionality requirements and business objectives, we designed a truly delightful experience for each of the two project audiences. The new features not only deliver on usability but also deepen the relationship between beneficiaries, dentists, and Odontoprev.
Customer-Centric Insights
We conducted our research and tests with a focus on understanding the context, pains, and expectations of each project audience, leading to a series of insights that transform the user experience into something special. The learnings also resulted in improvement recommendations for other parts of the user journey unrelated to the project.
Transformative Digital Products and Services
The scheduling functionality is an example of a digital service truly capable of transforming the experience of the audiences with whom the company works. When executed with this level of attention to the experience, it also reaffirms the company's commitment to caring for its customers and partners.