UX/Graphic Designer
Snoqualmie Valley Orthodontics
Background
Well oiled machine
A medical practice needs to be a well oiled machine. Everything must be scripted to avoid communication breakdowns, maintain customer care, and ensure the highest quality for every patient. As you can imagine, this leads to the employees of the practice saying and doing a lot of repetitive things.
Role: UX Researcher / Designer
Problem
Going off script
Nothing is built to last forever and eventually parts need replaced. The machine is not the same as it once was and now it is time to adapt. How do you maintain quality care while training new members of the team?
A breakdown of communication with patients led to a decrease in customer satifaction and quality care.
Why did your oral instructions fail?
- New staff members missed key information when communicating with patients
- Senior staff members were not communicating as well because they were training new staff and running late with appointments
Why did written instructions fail?
- Given to children who are not reliable sources of information sharing.
- Reading a 5 page guide about orthodontic treatment is a big time commitment.
Analysis of User Data for Written Instructions:
Date Range: 6 months (June – November 2024)
Delivery methods:
- Email/text automatic templates
- Linktree
- Social media
Results:
- High click rate
- Repeat viewers
- Expected time spent viewing: 3-5 minutes
- Actual (average) time spent viewing: 60 seconds
There was a demand for information, but we needed a better delivery!
Solution
Video instructions
It was clear that the system needed to evolve to meet our growing demands. I set out to create a solution that was cost-effective, required minimal effort from our staff, and was engaging for patients. Additionally, it needed to be easy to update as policies changed and feel personalized to maintain the human touch.
Recording in-office videos wasn’t feasible due to time constraints, but I saw an opportunity: AI Videos. With it, I could produce high-quality, professional videos that felt as though they were created in-house—videos designed to inform, engage, and stand the test of time.
Less time, more digestible
- Videos are processed by the brain faster and the user retains up to 95% more of a video message compared to 10% when reading it.
- Less time commitment with videos ranging 5-8 minutes in length.
Accessible
- Youtube is familiar, trustworthy, and easy to find
- Can link the videos via social media, emails, text messages, and as a paper QR code
- Captions available for those who want to read the instructions
Boosts engagement
- Directing traffic to social media interally boosts reach externally to prospective patients
Adaptable
- Use Synthesia (an AI video generator) to be able to change the video content anytime
- AI avatars to keep the human elements and adds a personal touch
- Save time with video production by utilizing templates
Saves time and energy
Staff can show this video to patients in office:
- Patient can ask more detailed questions
- Staff can clean and prepare for next patient while the video is being played
- Eliminates repetitive speeches from staff
- Maintains consistency, even when there are new employees
Analytics
Results
Breakdown
Video Launch Date: 11/23/24
Access Via:
- Text/email templates
- Social media linktree
- Youtube Videos are public
Last date Data updated: 12/9/24
Video Type |
Recipients (email/text) |
Views |
| Debond 101 | 4 | 5 |
| Aligners 101 | 3 | 14 |
| Braces 101 | 3 | 15 |
| Expanders 101 | 0 | 11 |
Result
Watch the videos!
Lessons Learned
UX is for everyone
User experience and customer service are different sides of the same coin.
Small issues can build up until it is impacting the reputation of an entire buisness.
Paying attention to the small things that are effecting individuals can also lead to improvement for everyone!
Just because something worked well in the past doesn’t mean it still works today.
AI is an ally when it comes to time savings, efficiancy, and adaptibility.
Contact Me
Get In Touch
Reach out to ask me questions, chat about your ideas, or to share some feedback!