Challenge

While having 4 odontology clinics “Žvėryno odontologijos klinika” group had struggles with managing client registrations and planning specialists working time, while fully utilizing rooms availability, digitalizing medical cards, connecting payments and billing information. To help their business grow, we also implemented business analytics to better track progress, KPIs and clients reliability scores.
We carried out discovery, UX and UI, processes to help other clinics manage their workload.
Following our discovery process we uncovered other areas that needed improvement and optimisation.
 
 
  • CLIENT
  • Žvėryno Odontologijos Klinika Group
  • INDUSTRY
  • Healthcare
  • SERVICES
  • IT Consultancy, UX Design, UI Design
  • CLIENT WEBSITE
  • zok.lt
 
 

Empathize

ŽOK is one of the biggest and well known odontology clinic branches in Vilnius, Lithuania. They have 20+ doctors, many asistants, 4 clinics and are still growing. It started as private family business and grew to a trustworthy place, providing not only higiene and odontology, but also surgery and beauty procedures.
ŽOK has a variety of different specialists, providing various services, having different time planning and payment patterns. Clients trust ŽOK, because they can help you get all the necesarry procedures from different odontology fields in one clinic, combining multiple visits in to one day.
Current ŽOK solution is combined of multiple routines: starting from “pen and paper”, to having several similar systems you have to update manually after each visit. Our aim is to help them get rid of old-school time management options and integrate multiple systems in to one fully functional software solution.
 
 

Strategy

Our aim was to reach the best user focused solution, so we applied 5 design thinking process stages: empathize, define, ideate, prototype and test.
Before we could establish a sitemap and start the design process, we needed to understand the general direction of the platform and what purposes it will serve.
After sketching on white board, figma, miro board and pieces of paper, we managed to come up with a site tree and a process for the entire platform and pass it on for designer.
We applied modern design thinking techniques: workshops, design sprints, crazy 8s and user interviews. During interviews we also used multiple psichological techniques, to help all participants express their opinion, and to help avoid group thinking biases.
The most critical areas that consumed a lot of our time during the wireframing process were: calendar availability, reliability logic, teeth map and billing system integration.
 
 

Research

The early stages of platform planning began by researching market and competitor solutions, discussing daily routines with clinic administrators, doctors and owners, to bring the best user experience for clinic personnel and clients.
Further research lead us to choosing WEB solutions, compatible with multiple devices. In that way we will enable personnel not only reach our software from their PC, but also use tablets and other mobile devices for managing schedules, filling customer medical information and doing other day to day tasks.
During design sprints we noticed, that clinics personnel had a positive attitude towards systems digitalization, payments integration options, but were not fully buying an idea of getting rid of “pen and paper” aproach.
 

 

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