finding Product market fit
A story of the evolution of a Healthcare app
From an MVP to a reduced claim ratio to 55% for B2C & 94% CSAT.
Mobile App
6 months - 1 year
Design Lead
From an utopian dream to finding a Product market-fit.Let’s start like that.
Even is a healthcare startup dedicated to providing users with a hassle-free experience for managing their health. The company offers personalised care tailored to each individual's lifestyle and medical history to reduce hospitalisation risks.
The very first idea of the product was simple.
1. You buy the Even plan.
2. If you are unwell, just walk into a (partner) hospital.1
3. Show your Even membership card.
4. And get well. Everything including your room will be paid.
Even’s Tagline was If your doctor says you need it, it’s covered.
1. Even partnered with some of the best hospital chains in the city.
Amazing! but was it all great?
The Net burn rate increased exponentially as people began visiting the hospital and undergoing all available tests, including MRIs and CT scans, even for unrelated issues.
At this point Even was only operating in Bangalore. We could not roll out the product to the rest of the country without addressing this.
Very first version of a web app for the user.
The (NEW) problems to solve
Even is a healthcare startup dedicated to providing users with a hassle-free experience for managing their health. The company offers personalised care tailored to each individual's lifestyle and medical history to reduce hospitalisation risks.
Great Customer Experience
without compromising on the quality of care
Increase Engagement
by avoiding being hospitalised
Lower Claim ratio
with minimal denial of claims
Our goal was to create a platform that regulates user activity without compromising their health or experience.
We developed an MVP of the Even app in a single day to expedite the market launch.
With the MVP, users can schedule a tele-consultation2, call a customer agent, use the activated scanner3 to pay their bills and view their historical consultations.
2. We hired General Physicians as in-house consultants and redesigned our workflow to allow users to have tele-consultations with these internal doctors at any time, reducing the company's OPD claims costs. We also structured the workflow so that these internal doctors became the first touchpoint for lab tests, external consultations, and IPD admissions (except in emergencies), giving Even better control over expenses.
3. Even developed a proprietary scanner that allows them to pay customers' medical bills directly for any services received at a medical facility.
The limitations of the MVP
1. Booking consultations was done via Calendly. However, the plugin we used to select doctors for tele-consultation was not the optimal solution for booking internal doctor appointments.
2. Some people misused the service while using the scanner.
3. Managing an EMR was very difficult. Invoices and other documents from different medical facilities were all in different formats.
4. Our customer support team spent a significant amount of time booking tests for customers.
All these limitations were hindering a seamless customer experience.
A comprehensive booking solution
We integrated native doctor booking within the app, allowing users to choose doctors by specialty, availability, and familiarity—features not available before.
A comprehensive booking solution
We integrated native doctor booking within the app, allowing users to choose doctors by specialty, availability, and familiarity—features not available before.
Managing a well organised medical repository
We built a solution where the users can upload the invoices, prescriptions and other medical documents once they use the Even scanner. It also helps the company to profile users and manage their health without being intrusive.
A convenient solution for booking consultations and tests
Users can now book tests and external consultations directly at a medical facility through the app, without relying on customer support (once approved by the internal specialist).
Managing a well organised medical repository
We built a solution where the users can upload the invoices, prescriptions and other medical documents once they use the Even scanner. It also helps the company to profile users and manage their health without being intrusive.
A convenient solution for booking consultations and tests
Users can now book tests and external consultations directly at a medical facility through the app, without relying on customer support (once approved by the internal specialist).
Everything done along with a
home screen refresh
Everything done along with a
home screen refresh
Did these changes have any impact?
Well, there are multiple ways to measure those things.
Success metrics can be be either qualitative or quantitative.
Customer satisfaction of
94%
Increase in Play store rating
from 3.1 to 4.2
Customer engagement growth
from 36% to 71%
Claim ratio reduced to
55% in B2C
People seemed to like what they got
Check out what people have been saying after the new experience
There's more where this 👉🏻 came from.
People seemed to like what they got
Check out what people have been saying after the new experience
There's more where this 👉🏻 came from.
As part of the managed care program, which proactively manages health to minimise hospital visits, a new product was built -
HEALTH CORNER
With health corner, we observed
+27%
user engagement
+13%
reduction in claim ratio
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