Real-Time Patient Communications
RW Messenger 2.0
Overview
Messenger is a real-time chat tool for dental practices. It allows for quick, simple, and effective communication between front office staff and patients. Over time, its user base expanded, and the existing experience couldn't handle the emerging use cases and scale across widely different user needs. In 2021, we set out to redesign the product to make it a delightful, modern app that works equally well for everyone.
Team
Adam Trybula
Lead Designer, Manager
Kevin Bhagat
Designer
Derek Stiles
Designer
Problem Statement
The process of discovering and responding to patients through text messages can be time-consuming and inefficient. This means dental office staff provide a poor patient experience and take a long time to resolve patient issues. There’s an opportunity to make real-time chatting quicker and easier, thus improving user and patient satisfaction.
Breakdown of the Problem
🏢 Lack of Multi-Location Support
Most experiences over time became a kitchen sink of complex controls, with abstruse jargon in its copywriting.
⚒️ Limited Tools to Resolve Issues
Messenger allowed users to respond to patient’s but lacked the tools to resolve patient’s issues quickly.
Messengers speed of response was slow and lack of push methodologies meant messages slipped through the cracks.
🖥 Dated User Interface
Messenger followed dated UI paradigms from an old tech stack, with critical usability issues.