Project: ERHA BUDDY App Improvement
Team:
Contributors:
Status:
Shipping:
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.
Solution Alignment
Key Features
These initiatives will have 3 Epics including:
Existing user registration tab. Customer service chat improvement Confirmation doctor's presence 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.
Project Timeline
Wireframe
Customer service chat improvement 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
Instructions if "Yes” (or unsure)