Mobile app drives consumer loyalty

AWARD WINNING

GOALS

Universal Health Services (UHS) aimed to drive loyalty with current and former patients for one of its regional healthcare systems, Manatee Healthcare. UHS partnered with Modea to build an iOS mobile application that enhances location search based on desired services from the palm of the patient’s hand.

SERVICES PROVIDED

  • Design
  • Mobile app

Research

Over the past decade, the mobile user population has not only grown exponentially but also expects more from legacy healthcare providers. In fact, 60% of consumers expect healthcare digital experiences to mirror that of retail (Customer Experience Trends in Healthcare 2018, doctor.com). With these healthcare consumer trends and expectations at top of mind, our design team began by bringing out of industry mobile best practices and seamless UX design to life in Manatee’s MHCS application.

"60% of consumers expect healthcare digital experiences to mirror that of retail "

"60% of consumers expect healthcare digital experiences to mirror that of retail "

Design

We transformed the traditional “find a location” process through a sleek, simplified design that highlights the main calls to action via user-friendly UX components. The new “find a location near me” feature quickly delivers a list of nearby Manatee Urgent Care and clinic locations from which a consumer can easily book an appointment. Finding the right location based on proximity and a specific condition is now easier than ever.

Users on-the-go can now…

  • Get directions to any Manatee Health System facility
  • Schedule an appointment online with select facilities
  • Find locations based on conditions or ailments
  • Save favorite locations for future use

Development

  • Incorporation of push promotions shares relevant events and other time-sensitive activities that are marketed by the UHS team to patients.
  • Find a location near me quickly delivers a list of nearby Manatee Urgent Care and clinic locations based on the location services and native GPS functionality of the user’s mobile device.
  • Through ER Reserve and DocASAP integrations, the schedule an appointment feature allows users to view emergency room wait times and easily book an appointment or save a spot online.

Outcomes

Patients can now quickly schedule an appointment and find nearby amenities like restaurants and gift shops from on-the-go.

5

Star

Rated