Dental 99
startup project
Goal
Conceptualize and design a new service
Due to the sensitivity of work, high fidelity visuals are not available
Challenge
Dental 99 is startup that provides basic dental treatments such as clean and checkups, extractions, fillings, or pain management for $99. The startup needed to build it's digital capability from the ground up. This included the mobile app patients who would use to book and manage their appointments, the web-app dentists needing to manage their patients and the kiosk for checking in for the appointment.
Approach
We ran multiple workshops with the founders to understand the dental landscaper and what were their and the most and prominent common customer pain points that they face as all 3 ran prominent practices in the Sydney CBD. We worked towards an in-depth user journey and service blueprint map to assist in capturing all the possible elements involved with the service. We came up with an A0 map of the entire business from a user perspective inclusive of dentist touchpoints and back-of-stage processes. After multiple reviews with the founders, we landed on a reliable model of how this service might be digitized. The mapped experiences were the customer-facing app to book and manage their appointments, a kiosk for automated check-in and patient management for a dentist. We targeted the customer-facing app as it was pivotal to the experience, wasn't an obvious alternative, and could be used for marketing the business. We then turned to pen and paper to sketch up what might the visual experience be. Once we landed on the direction, we used Axure to build out a low-fi prototype that had rich interactions that could be tested. We then tested the app with potential customers and collected their feedback, synthesized and created a report for the founders on what worked and didn’t, and what improvements needed to be made to meet user expectations.
Results
Over 5 months of discovery, prototype, and testing we built up the product to a full-fledged service that took into account booking, payments, patient management, and post-operative care. We designed and launched the app, and since it has held a 4.9 rating and ranked in the top 30 for medical on the app store for over 3 years. The franchise has done well since and has open up practices over 6 locations across Sydney.
User Journey & Service Blueprint
Concept to Design
Robert LEe
Director of Innovation Engagements for Central Europe, Middle East & Africa | VISA
David is one of those rare people whose curiosity, creativity, and pragmatism effortlessly combine into one. His natural sense of bringing together people and ideas with diverse and complex expertise is done through his respectful approach to collaboration. He has worked on projects that have involved a great deal of engagement, communication, and bridging teams in disparate locations - furthermore, he has done this with a smile on his face and positivity and professionalism that is highly admirable. Whatever David puts his mind towards solving a problem, he always truly thinking about how a solution will create impact, how people might use it, and the system as a whole. David is an intrapreneurial (and entrepreneurial) individual that I would highly recommend working with
National australia bank | 2 factor authentication
The product application experience is pivotal to onboarding customers. As the UXer on multiple projects that had multi-million dollar benefits, my role was to enable avenues of digital experiences across multiple channels to improve conversion rate, and one such enablers was the implementation of 2 factor authentication for existing customers for credit cards and personal loans.
Xero | Tax Automation
Partnered with the Singaporean government to automate Tax filings to minimize manual errors, fraud, and improve ease of use. Lead the design of how customers would use it which also paved the way for Xero to continue similar government partnerships as digitisation around the world grows.