Raising customer satisfaction to 22%
for insurance mobile app
Raising customer satisfaction
to 22% for insurance mobile app
Raising customer satisfaction
to 22% for insurance mobile app
or how we raised a customer satisfaction from 66% to 88%
for a top-3 insurance company in Ukraine
or how we raised a customer satisfaction from 66% to 88%
for a top-3 insurance company in Ukraine
or how we raised a customer satisfaction from 66% to 88% for a top-3 insurance company in Ukraine
Terms of your trip
Terms of your trip
Terms of your trip
Count of travellers
Count of travellers
Count of travellers
0-70 years
0-70 years
0-70 years
2
2
2
+
+
+
Date of travel
Date of travel
Date of travel
from 05/04/2024 to 06/23/2024
from 05/04/2024 to 06/23/2024
from 05/04/2024 to 06/23/2024
Country of travel
Country of travel
Country of travel
Select one or more countries
Select one or more countries
Select one or more countries
Health insurance
Health insurance
Health insurance
#135689
#135689
#135689
Valid till 4/5/2025
Valid till 4/5/2025
Valid till 4/5/2025
Preliminary conclusion
Preliminary conclusion
Preliminary conclusion
Provided by
Provided by
Provided by
Moderate condition
Moderate condition
Moderate condition
Based on your symptoms, we recommend that you do not delay making an appointment with the doctor.
Based on your symptoms, we recommend that you do not delay making an appointment with the doctor.
Based on your symptoms, we recommend that you do not delay making an appointment with the doctor.
Recommendations
Recommendations
Recommendations
General practitioner appt.
General practitioner appt.
General practitioner appt.
Online consultation is available
Online consultation is available
Online consultation is available
Possible diagnoses
Possible diagnoses
Possible diagnoses
Acute pharyngitis
Acute pharyngitis
Acute pharyngitis
SARS
SARS
SARS
Selected symptoms
Selected symptoms
Selected symptoms
Chills
Chills
Chills
Headache
Headache
Headache
Dry cough
Dry cough
Dry cough
High temperature
High temperature
High temperature
Severe sweating
Severe sweating
Severe sweating
Fever
Fever
Fever
Nausea
Nausea
Nausea
Edit
Edit
Edit
Next
Next
Next
9:41
9:41
9:41
Login / Registration
Login / Registration
Login / Registration
Terms and conditions
Terms and conditions
Terms and conditions
Clinics and hospitals
Clinics and hospitals
Clinics and hospitals
Shop for recommended medical supplies in your locality. Book a doctor appointment at three clicks.
Shop for recommended medical supplies in your locality. Book a doctor appointment at three clicks.
Shop for recommended medical supplies in your locality. Book a doctor appointment at three clicks.
9:41
9:41
9:41
About
NDA company is a leading Ukrainian enterprise company in insurance, serving both businesses and individuals. In 2018, hey have launched a mobile app for health insurance services, in hopes to simplify experience.
About
NDA company is a leading Ukrainian enterprise company in insurance, serving both businesses and individuals. In 2018, hey have launched a mobile app for health insurance services, in hopes to simplify experience.
About
NDA company is a leading Ukrainian enterprise company in insurance, serving both businesses and individuals. In 2018, hey have launched a mobile app for health insurance services, in hopes to simplify experience.
Challenge
The client’s mobile app, launched in 2019, was receiving negative reviews and frustrating users despite thorough testing. When I joined the project as a UX Consultant, my goal was to pinpoint what users truly needed and design improvements that would not only enhance satisfaction but also boost conversion rates for the app’s key features.
Challenge
The client’s mobile app, launched in 2019, was receiving negative reviews and frustrating users despite thorough testing. When I joined the project as a UX Consultant, my goal was to pinpoint what users truly needed and design improvements that would not only enhance satisfaction but also boost conversion rates for the app’s key features.
Challenge
The client’s mobile app, launched in 2019, was receiving negative reviews and frustrating users despite thorough testing. When I joined the project as a UX Consultant, my goal was to pinpoint what users truly needed and design improvements that would not only enhance satisfaction but also boost conversion rates for the app’s key features.
Result
Raised customer satisfaction on 22% (from 66% to 88% in UMUX-Lite)
AppStore Reviews: from 3.9⭐️ to 4.9⭐️
Doctor appointment conversion: from 15% to 30%
Result
Raised customer satisfaction on 22% (from 66% to 88% in UMUX-Lite)
AppStore Reviews: from 3.9⭐️ to 4.9⭐️
Doctor appointment conversion: from 15% to 30%
Result
Raised customer satisfaction on 22% (from 66% to 88% in UMUX-Lite)
AppStore Reviews: from 3.9⭐️ to 4.9⭐️
Doctor appointment conversion: from 15% to 30%
Team
+100
Team
+100
Team
+100
Timeline
Jan 2022 - May 2023
Timeline
Jan 2022 - May 2023
Timeline
Jan 2022 - May 2023
My services
UX Strategy + Product-Market Fit Discovery
Workshops + User Interviews
User Flows & CJM
Wireframes + User Testing
Design System
Mockups & Interaction Design
My services
UX Strategy + Product-Market Fit Discovery
Workshops + User Interviews
User Flows & CJM
Wireframes + User Testing
Design System
Mockups & Interaction Design
My services
UX Strategy + Product-Market Fit Discovery
Workshops + User Interviews
User Flows & CJM
Wireframes + User Testing
Design System
Mockups & Interaction Design
Designing the solution…
starts from understanding the real problem.
PROJECT PLAN
From strategy to implementation: 10 months of work outline
From strategy to implementation:
10 months of work outline
Imagine startup with Google.Analytics, customer reviews in AppStore & PlayMarket and a corridor testing.
They wanted to make a radical change - redesign the whole business: operations, customer experience, user experience.
Imagine startup with Google.Analytics, customer reviews in AppStore & PlayMarket and a corridor testing. They wanted to make a radical change - redesign the whole business: operations, customer experience, user experience.
PROBLEM STATEMENT
‘we have 3.9 ⭐️ in AppStore
and we don’t understand, why’
This is the exact request company leadership stated in meeting of 30 people, including me. It was my first time working with Ukrainian product company.
Customers overloaded hotline, causing delays in service primarily because the mobile app for booking appointments wasn’t usable.
Drag a handle to see both versions
AUDIENCE
Marianna and Vlad
Service quality > cost 🤓
After conducting 10 interviews with respondents from selected sample, I’ve gathered key pains and motivations of Marianna - our persona.
She is a 33-year-old project manager from Kyiv, values control, convenience, and transparency in healthcare for her and her child. Is cautious about new providers like the client’s company.
🌈 Hope
Easily book a quality healthcare service via insurance company
💀 Pain
Slow communication and difficulty of navigating the insurance mobile app.
🚧 Barrier
Complex account verification process, forms and lack of responsiveness.
Cost & speed > quality ⚡️
The key difference of Vlad from Marianna is his focus on receiving quick, stress-free assistance due to his limited insurance experience.
🌈 Hope
Quickly book an appointment and save money on healthcare costs
💀 Pain
Unclear processes and long wait times when dealing with insurance claims
🚧 Barrier
Lack of transparency and feedback from the insurance provider
OLENA HORBACHENKO
Point of view
Point of view
A mom of a baby…
A mom of a baby…
Hypothesis
Hypothesis
needs an easy way to select a clinic
she visited before when she’s filling
the appointment form for her child
because she doesn’t have time
searching for it manually.
needs an easy way to select a clinic
she visited before when she’s filling
the appointment form for her child
because she doesn’t have time
searching for it manually.
User feedback
User feedback
AppStore
AppStore
There is no clear feedback around
the time of processing my
There is no clear feedback around
the time of processing my
What's holding us back from achieving 90% of customer satisfaction of the app?
What's holding us back from achieving
90% of customer satisfaction of the app?
What's holding us back from achieving 90%
of customer satisfaction of the app?
What's moving us towards 90% of customer satisfaction?
What's moving us towards 90% of customer satisfaction?
What's moving us towards
90% of customer satisfaction?
DESIGN BRIEF
With all of that in mind, we had two major goals to hit…
With all of that in mind, we had two major goals to hit…
THE GOAL #1
GOAL #1
Redesign the doctor booking flow with
simplified symptom selection.
Redesign the doctor booking flow with
simplified symptom selection.
THE GOAL #2
GOAL #2
Streamline the registration by requesting
government documents only during insurance
purchase.
Streamline the registration by requesting
government documents only during insurance
purchase.
HOW WE WILL GET THERE?
Progressive disclosure of the registration form steps
Progressive disclosure
of the registration form steps
Integrate with 3rd party for AI-based preliminary conclusions
Integrate with 3rd party for AI-based
preliminary conclusions
Integrate with Dia - Ukrainian e-government service
Integrate with Dia -
Ukrainian e-government service
BREAKDOWN
2 core user flows done
Outdated registration and complex forms - no wonder they've got 3.9 ⭐️ reviews.
Outdated registration and complex forms
- no wonder they've got 3.9 ⭐️ reviews.
Simplified registration
A seamless flow for new and recurring users
Impact
Customer satisfaction raised from 66% to 88%
Reducing requested data input while maintaining security
Simplified registration
A seamless flow for new and recurring users
Impact
Customer satisfaction raised from 66% to 88%
Reducing requested data input while maintaining security
Simplified registration
A seamless flow for new and recurring users
Impact
Customer satisfaction raised from 66% to 88%
Reducing requested data input while maintaining security
PROBLEM STATEMENT
A seamless flow for new and recurring users
A key challenge with registration in mobile app was outdated UI look with input fields and texts that wasn’t passing threshold of accessibility, with complex steps that included filling personal sensitive info.
How could we reduce friction and cognitive load in the registration process?
🌈 Customer hope
Learn about insurance services, and file an insurance request.
🚧 Barrier
Request of sensitive data on early stage of exploring the app.
💀 Pain
Manual email and password creation, outdated look.
PRIMARY RESEARCH
'Why do they ask me my social security number?'…
…is what 7 from 10 participants asked on user interviews. New users weren't convinced enough to provide just yet, and existing customers wondered if this is a necessity for simply accessing the mobile app. 70% preferred logging in via any app via verification code or biometrics.
PRIMARY RESEARCH
'Why do they ask me my social security number?'…
…is what 7 from 10 participants asked on user interviews. New users weren't convinced enough to provide just yet, and existing customers wondered if this is a necessity for simply accessing the mobile app. 70% preferred logging in via any app via verification code or biometrics.
PRIMARY RESEARCH
'Why do they ask me my social security number?'…
…is what 7 from 10 participants asked on user interviews. New users weren't convinced enough to provide just yet, and existing customers wondered if this is a necessity for simply accessing the mobile app. 70% preferred logging in via any app via verification code or biometrics.
TASK FLOWS
Register in the app, using only three fields
After various meetings, me and product team decided to go with registration based on verification code, date of birth and PIN code.
TASK FLOWS
Register in the app, using only three fields
After various meetings, me and product team decided to go with registration based on verification code, date of birth and PIN code.
TASK FLOWS
Register in the app, using only three fields
After various meetings, me and product team decided to go with registration based on verification code, date of birth and PIN code.
Simplified login
Forget finding legal documents to register. If you are our client, we have all the data, just make sure you remember your PIN.
USER TESTING
'It feels much easier now!'
10/10 User Testing participants shared positive feedback
on the usability of the registration flow.
10/10 User Testing participants shared positive feedback on the usability of the registration flow.
Some verbatim feedback:
"it’s much better"
”oh that’s cool"
"can I integrate with BankID or Dia?"
Some verbatim feedback:
"it’s much better"
”oh that’s cool"
"can I integrate with BankID or Dia?"
Some verbatim feedback:
"it’s much better"
”oh that’s cool"
"can I integrate with BankID or Dia?"
Symptoms selection
AI-based analysis of entered symptoms
Impact
Simplifying doctor apppointment
Addiing symptoms selection feature
Symptoms selection
AI-based analysis of entered symptoms
Impact
Simplifying doctor apppointment
Addiing symptoms selection feature
Symptoms selection
AI-based analysis of entered symptoms
Impact
Simplifying doctor apppointment
Addiing symptoms selection feature
PROBLEM STATEMENT
Increasing usability of doctor appointment form
Increasing usability
of doctor appointment form
A bunch of freeform fields, lack of optimization for accessibility and tiring date and time selection - those were top 3 problems mentioned in reviews in AppStore and GooglePlay Market around doctor appointment booking flow in the mobile app.
How could we simplify the form in the doctor appointment submission?
How could we simplify the form in the doctor
appointment submission?
🌈 Customer hope
Book a doctor appointment
without long waits on the hotline
🚧 Barrier
Complex form with 12+ fields and difficult to use UX patterns.
💀 Pain
No way to receive an insurance response directly in the app.
Drag a handle to see both versions
PRIMARY RESEARCH
'I have no idea what symptoms to specify'…
…is what a 35 years old mom stated to us on the User Interview. 7 out of 10 participants mentioned a 'blank canvas' issue when it comes to filling the symptoms field. Some were afraid they will miss the important information, others were too demotivated to type all of their sickness history on a small mobile screen.
Telling the symptoms
67% of interviewees found it challenging listing symptoms. They don't know, what symptoms to specify and are afraid to miss important ones. Some feel uncomfortable writing it down.
Preferred clinics
70% of interviewees visit clinics they've used before, and they want to know if UNIQA insurance covers those clinics. 30% prefers clinics suggestions & user reviews to choose the best clinic.
Selection of date & time
80% of interviewees prefer calling to UNIQA to book a doctor appointment, because selecting a date & time and writing symptoms manually takes too much time and cognitive effort.
Telling the symptoms
67% of interviewees found it challenging listing symptoms. They don't know, what symptoms to specify and are afraid to miss important ones. Some feel uncomfortable writing it down.
Preferred clinics
70% of interviewees visit clinics they've used before, and they want to know if UNIQA insurance covers those clinics. 30% prefers clinics suggestions & user reviews to choose the best clinic.
Selection of date & time
80% of interviewees prefer calling to UNIQA to book a doctor appointment, because selecting a date & time and writing symptoms manually takes too much time and cognitive effort.
Telling the symptoms
67% of interviewees found it challenging listing symptoms. They don't know, what symptoms to specify and are afraid to miss important ones. Some feel uncomfortable writing it down.
Preferred clinics
70% of interviewees visit clinics they've used before, and they want to know if UNIQA insurance covers those clinics. 30% prefers clinics suggestions & user reviews to choose the best clinic.
Selection of date & time
80% of interviewees prefer calling to UNIQA to book a doctor appointment, because selecting a date & time and writing symptoms manually takes too much time and cognitive effort.
Telling the symptoms
67% of interviewees found it challenging listing symptoms. They don't know, what symptoms to specify and are afraid to miss important ones. Some feel uncomfortable writing it down.
Preferred clinics
70% of interviewees visit clinics they've used before, and they want to know if UNIQA insurance covers those clinics. 30% prefers clinics suggestions & user reviews to choose the best clinic.
Selection of date & time
80% of interviewees prefer calling to UNIQA to book a doctor appointment, because selecting a date & time and writing symptoms manually takes too much time and cognitive effort.
PRIMARY RESEARCH
'I have no idea what symptoms to specify'…
…is what a 35 years old mom stated to us on the User Interview. 7 out of 10 participants mentioned a 'blank canvas' issue when it comes to filling the symptoms field. Some were afraid they will miss the important information, others were too demotivated to type all of their sickness history on a small mobile screen.
Telling the symptoms
67% of interviewees found it challenging listing symptoms. They don't know, what symptoms to specify and are afraid to miss important ones. Some feel uncomfortable writing it down.
Preferred clinics
70% of interviewees visit clinics they've used before, and they want to know if UNIQA insurance covers those clinics. 30% prefers clinics suggestions & user reviews to choose the best clinic.
Selection of date & time
80% of interviewees prefer calling to UNIQA to book a doctor appointment, because selecting a date & time and writing symptoms manually takes too much time and cognitive effort.
Telling the symptoms
67% of interviewees found it challenging listing symptoms. They don't know, what symptoms to specify and are afraid to miss important ones. Some feel uncomfortable writing it down.
Preferred clinics
70% of interviewees visit clinics they've used before, and they want to know if UNIQA insurance covers those clinics. 30% prefers clinics suggestions & user reviews to choose the best clinic.
Selection of date & time
80% of interviewees prefer calling to UNIQA to book a doctor appointment, because selecting a date & time and writing symptoms manually takes too much time and cognitive effort.
Telling the symptoms
67% of interviewees found it challenging listing symptoms. They don't know, what symptoms to specify and are afraid to miss important ones. Some feel uncomfortable writing it down.
Preferred clinics
70% of interviewees visit clinics they've used before, and they want to know if UNIQA insurance covers those clinics. 30% prefers clinics suggestions & user reviews to choose the best clinic.
Selection of date & time
80% of interviewees prefer calling to UNIQA to book a doctor appointment, because selecting a date & time and writing symptoms manually takes too much time and cognitive effort.
Telling the symptoms
67% of interviewees found it challenging listing symptoms. They don't know, what symptoms to specify and are afraid to miss important ones. Some feel uncomfortable writing it down.
Preferred clinics
70% of interviewees visit clinics they've used before, and they want to know if UNIQA insurance covers those clinics. 30% prefers clinics suggestions & user reviews to choose the best clinic.
Selection of date & time
80% of interviewees prefer calling to UNIQA to book a doctor appointment, because selecting a date & time and writing symptoms manually takes too much time and cognitive effort.
PRIMARY RESEARCH
'I have no idea what symptoms to specify'…
…is what a 35 years old mom stated to us on the User Interview. 7 out of 10 participants mentioned a 'blank canvas' issue when it comes to filling the symptoms field. Some were afraid they will miss the important information, others were too demotivated to type all of their sickness history on a small mobile screen.
Telling the symptoms
67% of interviewees found it challenging listing symptoms. They don't know, what symptoms to specify and are afraid to miss important ones. Some feel uncomfortable writing it down.
Preferred clinics
70% of interviewees visit clinics they've used before, and they want to know if UNIQA insurance covers those clinics. 30% prefers clinics suggestions & user reviews to choose the best clinic.
Selection of date & time
80% of interviewees prefer calling to UNIQA to book a doctor appointment, because selecting a date & time and writing symptoms manually takes too much time and cognitive effort.
Telling the symptoms
67% of interviewees found it challenging listing symptoms. They don't know, what symptoms to specify and are afraid to miss important ones. Some feel uncomfortable writing it down.
Preferred clinics
70% of interviewees visit clinics they've used before, and they want to know if UNIQA insurance covers those clinics. 30% prefers clinics suggestions & user reviews to choose the best clinic.
Selection of date & time
80% of interviewees prefer calling to UNIQA to book a doctor appointment, because selecting a date & time and writing symptoms manually takes too much time and cognitive effort.
Telling the symptoms
67% of interviewees found it challenging listing symptoms. They don't know, what symptoms to specify and are afraid to miss important ones. Some feel uncomfortable writing it down.
Preferred clinics
70% of interviewees visit clinics they've used before, and they want to know if UNIQA insurance covers those clinics. 30% prefers clinics suggestions & user reviews to choose the best clinic.
Selection of date & time
80% of interviewees prefer calling to UNIQA to book a doctor appointment, because selecting a date & time and writing symptoms manually takes too much time and cognitive effort.
Telling the symptoms
67% of interviewees found it challenging listing symptoms. They don't know, what symptoms to specify and are afraid to miss important ones. Some feel uncomfortable writing it down.
Preferred clinics
70% of interviewees visit clinics they've used before, and they want to know if UNIQA insurance covers those clinics. 30% prefers clinics suggestions & user reviews to choose the best clinic.
Selection of date & time
80% of interviewees prefer calling to UNIQA to book a doctor appointment, because selecting a date & time and writing symptoms manually takes too much time and cognitive effort.
TASK FLOWS
ICD-10 classification + 3rd party = premedical symptom checker
Customers can select symptoms from a list from ICD-10 (International Classification of Diseases) to achieve premedical diagnosis and doctor suggestions, generated by 3rd party. The whole flow is spit on multiple screens, ensuring easy to understand journey.
TASK FLOWS
Register in the app, using only three fields
After various meetings, me and product team decided to go with registration based on verification code, date of birth and PIN code.
TASK FLOWS
ICD-10 classification + 3rd party = premedical symptom checker
Customers can select symptoms from a list from ICD-10 (International Classification of Diseases) to achieve premedical diagnosis and doctor suggestions, generated by 3rd party. The whole flow is spit on multiple screens, ensuring easy to understand journey.
A typical user journey of a customer in the app included registration, buying insurances and using medical services as a part of health insurance package.
Slight information architecture changes were done to simplify access to medical records and add entry points to services.
Key flows are registration, booking a doctor appointment, providing reports, medical records and buying travel insurance.
4-part sketching method, used for drafting a booking doctor appointment flow.
Slight information architecture changes were done to simplify access to medical records and add entry points to services.
Key flows are registration, booking a doctor appointment, providing reports, medical records and buying travel insurance.
4-part sketching method, used for drafting a booking doctor appointment flow.
Slight information architecture changes were done to simplify access to medical records and add entry points to services.
Key flows are registration, booking a doctor appointment, providing reports, medical records and buying travel insurance.
4-part sketching method, used for drafting a booking doctor appointment flow.
Slight information architecture changes were done to simplify access to medical records and add entry points to services.
Key flows are registration, booking a doctor appointment, providing reports, medical records and buying travel insurance.
4-part sketching method, used for drafting a booking doctor appointment flow.
A typical user journey of a customer in the app included registration, buying insurances and using medical services as a part of health insurance package.
Slight information architecture changes were done to simplify access to medical records and add entry points to services.
Key flows are registration, booking a doctor appointment, providing reports, medical records and buying travel insurance.
4-part sketching method, used for drafting a booking doctor appointment flow.
Slight information architecture changes were done to simplify access to medical records and add entry points to services.
Key flows are registration, booking a doctor appointment, providing reports, medical records and buying travel insurance.
4-part sketching method, used for drafting a booking doctor appointment flow.
Slight information architecture changes were done to simplify access to medical records and add entry points to services.
Key flows are registration, booking a doctor appointment, providing reports, medical records and buying travel insurance.
4-part sketching method, used for drafting a booking doctor appointment flow.
Slight information architecture changes were done to simplify access to medical records and add entry points to services.
Key flows are registration, booking a doctor appointment, providing reports, medical records and buying travel insurance.
4-part sketching method, used for drafting a booking doctor appointment flow.
A typical user journey of a customer in the app included registration, buying insurances and using medical services as a part of health insurance package.
Slight information architecture changes were done to simplify access to medical records and add entry points to services.
Key flows are registration, booking a doctor appointment, providing reports, medical records and buying travel insurance.
4-part sketching method, used for drafting a booking doctor appointment flow.
Slight information architecture changes were done to simplify access to medical records and add entry points to services.
Key flows are registration, booking a doctor appointment, providing reports, medical records and buying travel insurance.
4-part sketching method, used for drafting a booking doctor appointment flow.
Slight information architecture changes were done to simplify access to medical records and add entry points to services.
Key flows are registration, booking a doctor appointment, providing reports, medical records and buying travel insurance.
4-part sketching method, used for drafting a booking doctor appointment flow.
Slight information architecture changes were done to simplify access to medical records and add entry points to services.
Key flows are registration, booking a doctor appointment, providing reports, medical records and buying travel insurance.
4-part sketching method, used for drafting a booking doctor appointment flow.
USER TESTING
Adding security layers
Recall vs remember
Once the new experience was ready, we reached out to UNIQA mobile users for User Testing sessions.
We asked them to try out the new experience, and we achieved incredibly useful feedback, they moved
through the registration with the lightbolt speed and get to the insurance policies, and had almost
no hiccups along the way.
6/10 participants noted hoe
Some verbatim feedback:
"it’s much better"
”oh that’s cool"
"can I integrate with BankID or Dia?"
Some verbatim feedback:
"it’s much better"
”oh that’s cool"
"can I integrate with BankID or Dia?"
Some verbatim feedback:
"it’s much better"
”oh that’s cool"
"can I integrate with BankID or Dia?"
CLIENT TESTIMONIAL
From UX analysis to ideation : what a journey!
Elena Markova
Board member
We were impressed by the depth of the UX analysis of our customer's research, buyer persona creation, user journey mapping, etc. All the information like research findings, for instance, was presented in a clear form (presentations, Miro boards, clear infographics) so it was quite easy to understand what we need to build and why.
Elena Markova
Board member
We were impressed by the depth of the UX analysis of our customer's research, buyer persona creation, user journey mapping, etc. All the information like research findings, for instance, was presented in a clear form (presentations, Miro boards, clear infographics) so it was quite easy to understand what we need to build and why.
Elena Markova
Board member
We were impressed by the depth of the UX analysis of our customer's research, buyer persona creation, user journey mapping, etc. All the information like research findings, for instance, was presented in a clear form (presentations, Miro boards, clear infographics) so it was quite easy to understand what we need to build and why.
REFLECTION
Key lessons for startup owners and enterprises 📕
Build with scale in mind
Build with
scale in mind
Make sure your app architecture
can support adding more features
in a logical, ease to navigate way.
Make sure your app architecture can support adding more features
in a logical, ease to navigate way.
Focus on conversions
Focus on
conversions
Simplifying key flows like onboarding
has a direct impact on your revenue. Easier flow = higher retention.
Simplifying key flows like onboarding has a direct impact on your revenue. Easier flow = higher retention.
Simplify the language
Simplify
the language
A conversational tone significantly improves engagement. People buy
from people, and they sense formality.
RESULT
From 3.9 ⭐️ to 4.9 ⭐️ within the first month
22% increase of customer satisfaction
22% increase
of customer satisfaction
InUMUX-Lite survey, users reported that the app feels friendlier to navigate.
InUMUX-Lite survey, users reported
that the app feels friendlier to navigate.
4.9 ⭐️ in the AppStore
4.9 ⭐️
in the AppStore
First users highlighted that a new version of the app feels much more easy to use.