"Brush with purpose,
make The system smile"
System Value & Metrics
Product and Interface Development
Business Management & Growth
UX & Service Design
An innovation strategy that takes the dental industry from its current stage, making doctor's visit a positive experience. Users can look forward to their scheduled check-ups at a affordable and continuous rate. The project's exploration allowed breaking away from the pattern of the no shows in the healthcare system and encouraged health prioritization.
Bita is a service that educates, motivates, and improves relationships between patients, dentists, and insurance carriers.
As part of a group collaborative project, we established a project plan for the course of the project's longevity. This way we could follow every week's task plan and prioritize stages on the development of our end goal.
Families / young adults 18-35
Our research led us to focus on the lack of health prioritization in young adults
14 Patients, 2 Doctors, 2 Staff
Key Patient Insights
Patient Pain Points
Painful and non-consented procedures
Insurance and financials are unclear
Appointment fees are discouraging
Long treatments and processes
Lack of trust in doctor’s advice
Feeling ignored and undervalued
Insurances don’t cover all treatments
Reasons for No-Shows
Out of our control situations
Just forgot about it
- Feeling unattended or ignored
Clean and able to treat
Quick and efficient procedures
Clear and transparent fees
Coordination with Insurance
Simple and easy
Innovative dental experiences
Transparency on procedures, costs and times
Friendly and empathetic doctors
Minimum # of appointments and fees
Motivation and Goals
We go when we have problems
Our job requires us to go
We don’t see the importance
Go for regular check-ups
Make sure there’s no trouble
Free cleanings because of insurance
Motivation and Goals
My office is all about educating the patients and work on an appointment only schedule
I don't overbook. That comes with his vision of practice
Patients can come directly to the office and not be referred by their care provider
Patients needs to be better consumers
Don't Measure No-Shows
The staff is not sure if no-shows are because of the practice that they do
The doctors believe that no shows could be because of personal reasons or the costs
Key Doctor Insights
Doctor Pain Points
Patients not being able to communicate for no shows
Third parties for bookings conflict with our schedules
Hard to predict how much time each patient might take
Small clinic hence can’t order materials in bulk
Better inform about costs, times, procedures,
diagnostics and treatments.
Improve patient motivations and perceptions when coming to dentist.
Ensure simple and efficient procedures. No added fees and steps
Easy booking, rescheduling
Improve communication and education between doctors and patients
Jobs To Do
Building bridges in between gaps help facilitate interactions and expectations for user towards services and providers. The Gap Model provides a guide into how to identify and startegize how to manage the closing of the gaps that may occur witin in a Service. The Gaps identified are;: The Listening, The Communication Gap, The Service and Standard Gap, Service Performance Gap.
BITA is a service that enhances relationships among patients, dentists and insurance providers by tracking, reinforcing and recommending new habits from dentists and carriers to patients; unlike traditional dentist services that lack transparency, efficiency and communication.
1) They highly value to be informed about the level of bacteria in their mouth
2) They would like to know what to do when having high levels of bacteria in their mouth
3) Privacy is a big concern. Would only like to share if they have problems.
4) The device must
be easy to use
5) The promotions and the advice are the biggest incentives
6) Would like to get tips from other users
1) Most important benefit is the information and control they get of their own health
2) It improves relationships with their practices by adding trust and enabling easier reach
3) They like the fact that they can receive incentives If they are doing the things they are told
4) It’s perceived as a very innovative offer No similar services currently offered
5) It creates engagement by allowing users to know what’s going on in their mouth
6) Experience Customization is an add-on
7) Users feel intimidated
of knowing that dentist
are always aware of their habits
it was rated on: 4/5
Service Package Offering
The Value Proposition, The Journey Encounter, Blueprint and the Ecosystem helped map the new service offering package into segments that could be monitored and distributed through different channels.
Metric Strategies allow Clinics to measure the level of their success based upon the frequent and continuous usage of their service offering package as a step by step process. Through the Doctor Dashboard User Interface, Healthcare employees can monitor the changes in value through visual adapted information. Other tools like the Value Creation Sphere considers the differential and common set of attributes corresponded to user's a s patients and health providers for maximum gain value on involved parties.