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Project: ERHA BUDDY App Improvement EDIT INFO Team: @CollaborationContributors: 
Status: @PlanningShipping: Dec 20, 2022
Problem Alignment
Goal & Business Objective
In line with ERHA BUDDY Objective to increase the user satisfaction, we want to further Increase NPS (Net Promoter Score) to 50 in 6 months.
In this quarter, we want to focus on making improvements in the application to be able to help users enjoy the value of the products we offer in the application. Starting from registration, information on making appointments, and customer service.
Problem Statement (Background)
Based on our key findings on user review on Google Play, in the Q4 2022 we found some user complaints related to the complicated registration process for existing users, Lack of functions that must exist in customer service chat, Lack of media to interact with doctors/clinics after users make a consultation appointment.
So, the problem statement is:
1. How might we simplify the registration process for users who have visited the ERHA Clinic so that users can feel comfortable when registering?
2. How might we make chat with customer service more helpful to users so that users feel more confident when making complaints with CS?
3.How might we help users get information regarding their consultation appointments at the clinic so that users feel more confident about arriving on time?
Hypothesis
Based on our objective we want to increase the user satisfaction; hence we hypothesize that the NPS score can be increased to 50 and increasing the number on new and active users if customers can get feature improvements in mobile app.
Success Metrics
Goal
Metrics
Target
1
Increase the satisfaction score when using ERHA BUDDY app
NPS Score
50
2
Increase the number of active users
number of active users who engage with a app
10%
3
Increase the number of new registered users
number of new users
15%
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Solution Alignment
Key Features
These initiatives will have 3 Epics including:
After getting an insight from the approach that we used in discover the problem and determine potential solution (ideation), the next step is Ideation Prioritization, of course by paying attention to the previous approach which will act as a guide and the boundaries of the solution.
After discovering various solutions, these are the result of High-Impact Prioritization
Here I organize all the solutions I can think of into a diagram with the scale of impact and effort required. The goal is to have the greatest possible impact with the least amount of effort so that we can set priorities for development. There are 3 solutions that will be the main focus:
1. Customer service chat improvement
Added several functions to the customer service chat feature. Such as adding a button to select transaction history.
2. Confirmation doctor's presence
Displays the status of the doctor's presence at the clinic, such as "available", and "Delay" on the appointment detail page.
3. Existing user registration tab
Facilitate the registration process carried out by existing users so there is no need to scan KTPs.
Requirement
Epics
User Story
Priority
Jira Issue
Acceptance Criteria
1
Customer service chat improvement
As a user, I want to be able to select my transaction history when consulting with customer service so that I can provide a clearer description of my complaint.
High
EB-01
2
Confirmation doctor's presence
As a user, I want to be able to see the status of the doctor's attendance at the clinic so that I can be sure to attend according to my appointment schedule.
Medium
EB-02
3
Confirmation doctor's presence
As an ERHA clinic doctor, I want to be able to send confirmation of my presence at the clinic so I can provide information to users regarding their appointment schedule
High
EB-03
4
Existing user registration tab
As an existing user of ERHA, I want it to be easier to register in the application by entering my ID card number which was previously registered at the ERHA clinic so that I can easily carry out the registration process without having to scan my KTP.
Low
EB-04
5
Existing user registration tab
As an admin team, I want to be able to input user IDs and profiles that register at ERHA Clinic to the database so that when existing users re-register at ERHA BUDDY it will be easier for them.
High
EB-05
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Timeline
Dec 5 - Jan 2
Automatic
Customer service chat improvement
As a user, I want to be able to select my transaction history when consulting with customer service so that I can provide a clearer description of my complaint.
Confirmation doctor's presence
As a user, I want to be able to see the status of the doctor's attendance at the clinic so that I can be sure to attend according to my appointment schedule.
As an ERHA clinic doctor, I want to be able to send confirmation of my presence at the clinic so I can provide information to users regarding their appointment schedule
Existing user registration tab
As an existing user of ERHA, I want it to be easier to register in the application by entering my ID card number which was previously registered at the ERHA clinic so that I can easily carry out the registration process without having to scan my KTP.
As an admin team, I want to be able to input user IDs and profiles that register at ERHA Clinic to the database so that when existing users re-register at ERHA BUDDY it will be easier for them.
Dec 5
Dec 12
Dec 19
Dec 26
Jan 2
As a user, I want to be able to select my transaction history when consulting with customer service so that I can provide a clearer description of my complaint.
As a user, I want to be able to see the status of the doctor's attendance at the clinic so that I can be sure to attend according to my appointment schedule.
As an ERHA clinic doctor, I want to be able to send confirmation of my presence at the clinic so I can provide information to users regarding their appointment schedule
As an existing user of ERHA, I want it to be easier to register in the application by entering my ID card number which was previously registered at the ERHA clinic so that I can easily carry out the registration process without having to scan my KTP.
As an admin team, I want to be able to input user IDs and profiles that register at ERHA Clinic to the database so that when existing users re-register at ERHA BUDDY it will be easier for them.
Roadmap
User Story
Epic
Start date
End date
Stage
Priority
1
As a user, I want to be able to select my transaction history when consulting with customer service so that I can provide a clearer description of my complaint.
Customer service chat improvement
Dec 5
Dec 19
Development
High
2
As a user, I want to be able to see the status of the doctor's attendance at the clinic so that I can be sure to attend according to my appointment schedule.
Confirmation doctor's presence
Dec 5
Dec 19
Design
Medium
3
As an ERHA clinic doctor, I want to be able to send confirmation of my presence at the clinic so I can provide information to users regarding their appointment schedule
Confirmation doctor's presence
Dec 5
Dec 19
Development
High
4
As an existing user of ERHA, I want it to be easier to register in the application by entering my ID card number which was previously registered at the ERHA clinic so that I can easily carry out the registration process without having to scan my KTP.
Existing user registration tab
Dec 19
Jan 2
Planning
Low
5
As an admin team, I want to be able to input user IDs and profiles that register at ERHA Clinic to the database so that when existing users re-register at ERHA BUDDY it will be easier for them.
Existing user registration tab
Dec 19
Jan 2
Planning
High
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Project Timeline
Wireframe
This feature is an addition that will be made to the chat feature with customer service, where previously users could only send files/images. This addition is expected to make it easier for users to describe the problems they face.
2. Confirmation doctor's presence
in this epic we will add information related to the status of the doctor's presence on the appointment page. It is also hoped that this addition can make users feel more comfortable and confident in the doctor's presence when they visit the clinic for their scheduled appointments.
3. Existing user registration tab
In adding this feature, we want to make the registration process simpler and easier for existing users of ERHA. It is also hoped that this can make existing users become active users when using other ERHA products through ERHA BUDDY.
Launch Readiness
Open Question
Area
Question
Answer
Instructions if "Yes” (or unsure)
Support
Will new learning material be needed (or updates to existing documentation)? Help Center articles? Images/GIFs? YouTube videos? Plugin documentation?
Yes
Talk to the Product Education team.
Will this feature require new support processes, like saved replies, new tags to track feature changes, or training the support team on new products/changes?
Talk to the Support team.
Growth & Data
Have you implemented sufficient tracking in order to measure success, risks and impact on user behavior for the new feature?
Involve your data counterpart to make sure feature is well instrumented.
Could this impact Growth numbers? (E.g., impact to NUX, UI changes to CTAs.)
Let the Growth team know. Consider running this as an A/B if you haven’t already.
Are we turning this feature on for everyone immediately (versus a gradual rollout)
Defend in this section why you’re opting for an instant ramp to 100%.
Marketing
Are we running a Beta for this?
Talk to the PMM team.
Do we need an onboarding experience?
Talk to the PMM team.
Enterprise
Will this be available only in certain tiers (Pro or Org)?
Make sure the Enterprise team is in the loop and have good reasoning for your packaging decisions. In addition, if this is to be included in sales enablement material, talk to your PMM.
Is this a new action that should be included in the Activity Logs?
Talk to the Enterprise team.
Platform
Are you introducing new functionality that we’d want to add to our Web or Plugin APIs?
The general expectation is that the feature team builds these capabilities into these APIs. Talk to the Platform team if you have questions.
Could this break any existing integrations (e.g., with Zeplin, JIRA)?
Talk to the Platform team.
Will this introduce new work on mobile or mobile web?
Talk to the Prototyping team.
Security & Privacy
Are you introducing new data models, or exposing new API end points? Or are you changing anything to do with Authentication, Sign in, or Sign up? Is data flowing to a new vendor or outside of ERHA prod ?
Talk with the Security team.
Are we collecting any data that we did not already, or are we using any data in a manner that we did not already use it in?
Talk with the Legal team.
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