Success Story
About the Client
Founded in 2011, the client is a healthcare technology company providing telehealth, EHR systems, patient portals, and remote monitoring. Its digital solutions enhance care delivery, improve operational efficiency, and support better patient outcomes.
Business Situation & Requirements
The client’s telemedicine app connects patients with multi-specialty providers, allowing appointment booking and teleconsultations while integrating wearable data for health monitoring. However, technical glitches and design flaws were affecting user experience. Rising app abandonment highlighted the need for urgent improvements to retain users and ensure smooth functionality.
The client sought a team of senior technical experts to analyze and resolve both technical and UX issues. They also required a competitive analysis to identify feature gaps compared to peers. The goal was to enhance app performance, improve usability, and deliver a seamless telemedicine experience for patients and providers alike.
The key requirements were:
Conduct a comprehensive discovery phase to analyze the existing application, identify technical and UX issues, and understand improvement areas.
Set up an offshore development center with senior developers, testers, and UI/UX experts dedicated to enhancing the application.
Collaborate closely with the client’s in-house team to ensure alignment on improvements, features, and design changes.
Establish secure communication channels and processes to manage coordination across different time zones effectively.
Develop, test, and deploy new features to improve app performance, usability, and user engagement consistently.
Implement solutions aimed at increasing user acquisition, reducing app abandonment, and enhancing overall patient experience on the platform.
Solution
Team Unthinkable set up a dedicated offshore team of senior developers, QA analysts, and UX designers. They conducted stakeholder studies, persona identification, and competitor research, analyzing the app’s UX, functionality, and performance to identify gaps and glitches.
Following the analysis, the team created prioritized improvements, wireframes, and storyboards. They redesigned the interface, fixed SDK-level issues like BLE connections and video call interruptions, and enhanced features, including in-person scheduling and multi-member calls, for better usability and user experience.
The platform was strengthened with the following capabilities:
Appointment Scheduling
This feature lets users book consultations and manage appointments in the app.
- Book online and in-person consultations
- View upcoming and past appointments
- Sort appointments as complete or pending
Advanced Video Calling
This feature lets users have high-definition video consultations with flexibility and collaboration.
- Rejoin calls after interruptions
- Add family members and doctors to calls
- Share documents and capture screenshots
Health Vitals & Family Management
This feature lets users monitor and share health data seamlessly with providers.
- Track health vitals using BLE devices
- Manage family health data and medications
- Set reminders and usage instructions
- View physician availability and feedback
The Impact
The telemedicine app’s revamped UI/UX and resolved technical glitches significantly boosted user engagement, acquisition, and retention. The 100+ team members delivered these enhancements efficiently, achieving a 30% cost reduction.
Building on this success, the HealthIT company plans futuristic improvements, including AI/ML exercise support, chatbot integration, code refactoring, enhanced security, and an optimized architecture to further elevate user experience and app performance.
2+
Years Of Engagement With Unthinkable
100+
Team Members
30%
Cost Reduction
