Using extensive user testing, research and customer segentation information completed by an agency on the existing website; to create designs which resolved existing issues, improved the UX and better manage the wide range of content on the website. The new site loads faster, easier to navigate , ranks better on SEO and dramatically improved feedback from patients.
The existing off-the-shelf appointment booking system was cluttered and confusing. A new user-centric interface was designed which processed large amounts of variables but only made options visible depending on the user selections.
The time required to make a booking was significantly reduced due to the new Intuitive design. Bookings were more accurate thanks to explanation pop-ups and bookings by users increased by over double in the following months.
Although not in the brief – I designed as an up-sell feature which was liked so much that it was planned into the development. The new feature allowed patients to add a hygienist appointment after their check-up if there was availability directly after the check- up appointment.
The two existing platforms which relied on practices to do their own mailshots which often caused issues and were 'off-brand'. The new CRM system allowing for automated service email to be sent, like appointment reminders and aftercare tips. Patient segmentation also provided the opportunity to cluster patient types into groups and then target them with certain communication or relevant treatments based on their profile.
The designs provided to support the new CRM and department were a part of the overall business goal to improve communication, patient retention and upselling of treatments.
Oasis Dental Care was the biggest provider of private care in the UK with over 350 dental practices. It was acquired by BUPA in 2017. I had the pleasure of working on a wide range of projects which has had some great results and allowed the company to provide a better digital experience to dental patients.