App for MedTech success
🔬 Supporting the business model change through research
How redesign and research was crucial in enabling the business team to pivot the business model and allowed the squad to improve the product, resulting in a 54% improvement in retention.
âš¡Challenges
Low adoption: B2C subscription rate was much lower than expected.
Customer aisconnect: The platform wasn't resonating with the target audience.
User understanding: Needed to uncover unmet needs and identify why the current offering wasn’t engaging.
Strategic realignment: Focused on improving the user experience and aligning the product with customer behavior.
🎯 Impact
Low adoption risked the platform's viability and ROI for Grupo Fleury. Enhancing user experience and aligning the offering with customer behavior were key to its success.
56% increase in lead-to-customer conversion
22% reduction in customer service tickets
🧩 My Approach
Problem exploration
User research
Findings and problem definition
Benchmarking, User flow, Technical, UX and Business review
Prototyping
Review and Iteration
📈 Results
Increase in adoption
22% decrease in customer service complaint tickets.
Increased task success rate for users.
Valuable insights for marketing and business teams
Optimized the development process, saving time for devs and QA teams.
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Posted Sep 4, 2023
A deep dive into user needs and key adjustments increased the app's lead-to-customer conversions by 56% in record time.
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