TABLE OF CONTENT

About the Client

The client is a US-based health information technology company founded in 2011. They specialize in optimizing online medical health practices through integrated technology solutions, including telehealth, EHR, patient portals, remote care, and medical data exchange. Their goal is to improve health outcomes by streamlining healthcare services through digital transformation.

Business Situation

The client faced multiple challenges with their telemedicine app, impacting user engagement and operational efficiency.

User Experience Issues: The app’s UI/UX was not intuitive, causing usability problems.
Technical Glitches: Frequent bugs led to poor performance and app crashes.
High Abandonment Rate: Users were dropping off due to inefficiencies in the system.
Limited Appointment Flexibility: No option for in-person consultation booking.
Connectivity Issues: Problems with BLE device integration and video call reconnections.
Competitive Gaps: Lack of key features available in rival telemedicine platforms.

The Solution

Unthinkable established an offshore development center with a dedicated team to enhance the app’s performance, usability, and functionality.

Conducted stakeholder research, persona identification, and competitor analysis.
Analyzed UI/UX shortcomings and redesigned the interface from scratch.
Fixed major technical glitches affecting functionality and performance.
Improved connectivity with BLE devices and enabled seamless video call reconnections.
Introduced new features like in-person consultation booking and family member call participation.
Conducted rigorous testing to ensure the stability of new updates and features.

The Impact

With Unthinkable’s intervention, the telemedicine app saw a remarkable transformation. The new UI/UX enhancements made navigation more intuitive, while the resolution of technical glitches led to improved performance and reliability. Users now have the flexibility to book both online and in-person consultations, and connectivity issues with wearable devices have been resolved. These changes have significantly increased user acquisition and retention, positioning the client as a strong competitor in the healthtech space.

Conclusion

The collaboration with Unthinkable resulted in a more efficient and user-friendly telemedicine app. By addressing technical and design flaws, the client successfully reduced app abandonment rates and improved engagement. Moving forward, they plan to integrate AI-driven features and security enhancements to further strengthen their platform.