Our journeys in the world of healthcare can be confusing and complex, with challenges that are only magnified by our sense of urgency. Even when we’re comfortably at home, looking to be proactive about our health, the question of how and where to get the support we need can sometimes be overwhelming. For many customers and physicians alike, mobile innovation has become the answer to that question, with apps on our mobile phones becoming an indispensable source of healthcare information.
Building a platform to bring millions of people together is a great idea, but one that’s doomed to failure if it’s not regularly maintained, accessible, up-to-date, and compliant with a host of legal regulations and medical protocols. If you find your personal healthcare journey to be daunting, imagine what happens when 12 million members are looking for similar information from over 240,000 healthcare professionals within a network.
Challenge
That’s what our client, one of the largest integrated care providers in the United States, was facing. With more than 60 years of experience, it prided itself on its ongoing commitment to promoting health and wellness for the communities it serves.
The client had developed a flagship mobile member app, allowing patients to make appointments, view their medical records, see messages, and fill prescriptions, but release delays were contributing to a variety of problems with the app. With more than a million downloads and increasing usage rates, the client wanted to be able to regularly release enhancements on both the iOS and Android platforms, but needed a strong mobile innovation and development team to take charge.
Solution
Concentrix was engaged to provide “plan, build, and test” services for several of the client’s mobile initiatives, including customer, business, and employee solutions.
To kick off the project, our team quickly ramped up on the code base and completed a thorough analysis of the implementation, providing feedback, identifying areas of improvement, and devising a plan to incorporate the enhancements. We integrated seamlessly into the client’s mobile development team, which was split between several of the client’s offices, and adhered to the client’s existing Agile processes to avoid disruption and increase efficiency in the delivery cycle.
We also redesigned the app’s interface for an improved user experience.
Our team then integrated the app with back-end client systems and ensured compliance with ADA and HIPAA regulations and other security/compliance protocols.
Our two-year engagement with the client tapped into the respective expertise of the members of the Concentrix team, which consisted of a scrum master, iOS lead, iOS developers, Android lead, Android developers, QA/automation testers, a user interface (UI) designer, and a user experience (UX) designer. Testing involved both manual and automated testing, with the automation testing team using Perfecto Mobile, the tool of choice for the client.
Outcomes
Our mobile innovation work was instrumental in improving the quality of the flagship app, while also constructing a development process that helped ensure that members could benefit from regular (on-time) releases of the app.
The app improvements included:
- A member onboarding workflow that substantially reduced the friction many patients experienced trying to become members and make their first appointment.
- New functionality, including choose your facility, choose your doctor, schedule an appointment, transfer meds, and quick health assessment.
- Door-to-door navigation, with the ability to switch from Google Maps to indoor maps seamlessly, with integrated Bluetooth Low Energy Beacons to provide turn-by-turn walking directions within the medical campus.
For the client, these improvements form a strong foundation for the future, with all new member-facing features being introduced on the mobile platform first, before other platforms.
Learn more about modernizing your healthcare system’s digital experience.
[i] “11 surprising mobile health statistics,” Remy Franklin, Mobius MD, October 25, 2021
