Increased user convenience by enabling online health and medical consultations, as well as applications for specialist and hospital appointment arrangements
"plus Baton": A Health Support Website Connecting Lifelong Wellness
Challenges:
T-PEC had been providing health and medical consultation services primarily through telephone correspondence. However, with the increasing internet usage driven by the widespread adoption of smartphones and other devices, they recognized the necessity of bringing their services online.
Key priorities for the development of this online service were maintaining the quality of their existing phone consultation services while simultaneously enhancing user convenience. This necessitated a partner with a deep understanding of their specialized operations and expertise across the entire product development lifecycle, from UX/UI design to requirements definition and development.
Solutions:
Monstarlab began by analyzing the existing telephone consultation service. They started by understanding the operations of each personnel, as different individuals handled various inquiries, such as health and medical consultations and service applications.
For the development methodology, they proposed agile development, which is resilient to changes in requirements. To achieve a quick service launch, they focused on the minimum necessary features while also creating a project execution plan that considered future feature expansion.
Recognizing that different personnel (counselors or nurses) handled inquiries based on their content, they built a system that accommodated the variations in workflows for each person without compromising their ease of operation. To address differences in digital literacy among the staff, they incorporated a user-friendly UI design by having them actually use the service before its release and repeatedly making improvements based on their feedback.
On the development side, in addition to implementing digital-specific features such as chat tools and a data analysis platform, they also built a headless CMS for creating articles and announcements and integrated it with marketing tools.
Furthermore, in developing the service website, they established the overall tone and manner and assigned experienced illustrators and copywriters to highlight the unique appeal of the service.
Results:
We released a health and medical consultation service utilizing both manned chat and chatbots. Furthermore, by enabling online applications and messaging for services such as second opinions and mental health appointment arrangements, we achieved the digitalization of their customer service operations.
We also initiated after-sales follow-up and the distribution of helpful information to users, which was not feasible with phone-based support. We implemented features that allow for the efficient sending of caring messages to users concerned about illness, as well as the posting and distribution of health-related articles, aiming to improve user satisfaction through digital engagement.
Additionally, the service management screen adopted a UI design that considered the management of a large number of users, resulting in a highly user-friendly service.
At Monstarlab, we continue to develop additional features aimed at expanding the user base and are currently providing ongoing support to enhance the value of the service.