2USmiles is a new at-home clear teeth aligner brand based in the US that offers 100% remote treatment plans. Their top priority is to ensure that the customers are eligible and satisfied with the treatment plan before they offer the teeth aligners. To integrate card payment options for customers to have the ability to opt into monthly payment plans which would help drive more sales and continuous working capital.
I was the UX/UI designer for Devhub agency to help 2USmell launch a new website that includes an online purchasing/customer treatment portal and backend management system for business administration.
Business Goal
Due to the pandemic in 2020, 2Usmiles wanted to streamline their DIY aligner kit services as they were unable to have customers at the clinic. The goal was to make it interactive for users to understand the end-to-end process and encourage users to complete the treatment experience online. Users would receive a DIY dental mould kit after the first purchase. Clear teeth aligners and customised treatment plans were delivered to the user based on the dental moulds that were mailed back to 2USmile orthodontic team.
Challenges
Design the workflow to identify eligible customers, provide an individual custom treatment plan, get the customer's treatment approval, and deliver the orders.
Build a customer portal to allow customers to order the customised product online and track their treatment plan progress within the portal.
The user journey requires various documents, and photos to be provided and signed by the user, so that the business can diagnose the patients' dental problems.
To be able to monitor monthly patient progress & treatment results and access a 'lifetime guarantee' benefit through an online portal.
Solutions
Built a customer portal and customised workflow for the end users as well as a backend management system for the administration.
Integrated digital signature service with a third-party software
Treatment plans and shipping information are automated upon users' request
Integrated financial provider to provide the monthly payment plan
Built the progress tracking system within the customer portal that records treatment progress and reminds customers to renew their new aligners on time.
Introduced a coupon system to increase the site's stickiness and customer loyalty.
My Contribution
I was responsible for designing the workflow that identifies the eligibility of customers. I designed the customer journey from pre-purchase to post-treatment monitoring. This included UI design, icons and illustrations to match the branding style.
Design Process
Defining the process
Working with the strategic team at Devhub, the project was broken down into four key phases. This approach helped plan out the project roadmap and determine key milestones and deliverable dates within the tight timeline to deliver the MVP.
Observation & Understand
Methods Used
Client Workshops
Whiteboarding
I researched similar features in other dental care apps and conducted user research and interviews to understand their pain points and preferences.
POV & Ideate
Methods Used
User Personas
User Journey Mapping
Business Flows
MVP Scope Prioritisation
The team and I met with 2Usmile stakeholders for a series of workshops to learn about their current offline workflow, set project goals, define the project roadmap, and whiteboard sketch high-level concepts.
I developed persona profiles based on the user stories provided by the 2Usmile team, then created journey maps to understand relationships between user groups and business. These steps guided the development of business flows to work out screen-to-screen interactions.
Test & Prototype
Methods Used
Low fidelity Wireframes
Design Development
Client Feedback Cycles
I collaborated with 2Usmile stakeholders and our team throughout the project to validate concepts and gather feedback to reiterate the user experience.
After each sprint, I held the sprint retrospective meetings online with 2Usmile stakeholders to reflect on previous sprint achievements and identify improvement areas.
Refining Design & Present
I conducted usability testing to identify any issues and make further improvements.
The release of the MVP to 2Usmile's existing users was a success, and stakeholders were excited about the solution that was launched.
