Challenge
Dynacare is one of Canada’s most significant health solutions companies, serving over 10 million Canadians. They approached Clearbridge Mobile to help them redesign and relaunch the Dynacare Plus mobile app, an existing patient-facing application that allowed users to access their lab results and health data. Dynacare was facing several challenges with the current application: Need to revamp and optimize the mobile experience Operational inefficiencies to call center due to poor user experience and frequent technical issues Low app engagement Dissatisfactory app store ratings No app analytics Other challenges that needed to be addressed when relaunching the Dynacare Plus app included: Ensuring the experience continued to adhere to Dynacare's strong security standards (protect patient health records and data) Adhering to clinical testing regulations Creating scalable native backend infrastructure Adding elements that would make the user experience more interactive and engaging
Solution
Focus on the user experience The existing Dynacare Plus mobile application required a revamp to its user experience to modernize its look, navigation and app flows, and user onboarding experience. We worked closely with Dynacare in our intensive Design and Discovery phase to identify improvement areas and recommend mobile best practices to provide patients with an easy-to-use experience with an updated UI, simplified navigation, user onboarding, and intuitive user flows. Use of intuitive design elements allowing users to understand their results better Medical results and information can often be challenging for the average user to decipher and understand. Therefore, the development of our app was heavily focused on user experience, presenting medical information and lab results in a simple and understandable format. We used color identifiers to help clients visually and intuitively identify what their lab results mean, and indicate the implications of test results in relation to healthy standards. We also included thread-line and chart features to help users track and monitor their health over time. Address operational inefficiencies One issue flagged during our engagement with Dynacare was customer support’s impact when users forgot passwords or were otherwise locked out of their Dyncare Plus accounts, which required customers to contact the call center. We created features to offer users a self-serve option directly from the app, eliminating the need for them to call into Dynacare support when locked out of their accounts. Leverage app analytics to drive product decisions Despite a relatively large existing user base, the in-market mobile product didn’t have analytics. We implemented an analytics system that allows Dynacare to track how users interact with the app to gain insights into problem and success areas and make data-backed product decisions for future iterations. Security-minded design and development The Dynacare Plus relaunch needed to continue to provide the robust security offered by the original app, adhering to regulations concerning patient data and its presentation. Rigorous penetration testing was conducted to identify any vulnerabilities to ensure the safety of data and user privacy. Interactive and engaging user experience Dynacare Plus operates on a subscription-based model, with users renewing yearly. One of Dynacare’s goals was to create a more interactive and engaging user experience to encourage regular usage and subscription renewals. To accomplish this goal, we implemented features like Apple Health and Google Fit integration, push notifications, and health and wellness content on top of lab results and personal health records. Our Solution Dynacare and Clearbridge Mobile partnered to launch a new mobile Dynacare Plus experience for iOS and Android. Based on a very strong user experience, we delivered a secure cloud-based infrastructure and scalable architecture to enable a more accessible addition of functionality in future releases. These were our services offered: Product Discovery UX/UI Design iOS Development Android Development
Results
We revamped and rebuilt the Dynacare Plus app, providing patients with an intuitive and personalized experience that became a strong mobile foundation for Dynacare to build their Dynacare Plus business line. Key accomplishments of the mobile app include: An easy-to-use experience with user onboarding, simplified navigation, updated UI, and new user flows for accessing and managing lab results and personal health records A self-serve platform as an added convenience to users, reducing call volume and operational impact to the call center A scalable and buildable base product enabling the easy addition of new functions and features as the product evolves Implementation of technical best practices and APIs, allowing the Dynacare team to leverage app analytics to create a personalized user experience An increase in application adoption rate Due to the product’s success, our continuous collaboration with Dynacare to date has resulted in further compacts to throw revenue growth on this digital product.
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