SR Smart Reviews
Help your practice get reviews from the right patients in the right places
Project Length: Jan 2017 - Current
The goal of this project is to reimagine the review management tool and provide practices around the states with a simple yet powerful tool to help them to get more reviews and improve their online reputation.
Online reviews are critical to the new patient acquisition. About 80 percent of prospective patients are using online reviews as their first step in finding a new provider. To help practices improve their online presence, Solutionreach(SR) launched Review Management around 2010 and it has been a core function since then. It automatically sends review invitation email to patients after their appointments and presents patient reviews on a prebuilt site powered by SR.
However, this feature at 2016, it doesn’t work out as we expect it would be. Small percentage of patients are actually clicking on the email invitation link and the prebuilt review site has a poor visibility(shows up on 2nd/3rd page in google search result) that can’t help SEO at all. Many features were less effective and outdated compared to other new upcoming review management tools.
Current Solution: Review Invitation Process
Based on interviews with both current customers and KOLs, summary of support tickets and user feedbacks, researches on other review managing tools in the market and in-house strategies, the product team decided to build a product that sends out review invites with higher open and response rate that help practices stand out in the online review ranking.
As the only designer on the Smart Reviews team, my responsibility is to oversee products from research to conception until launch with product manageer, ux researcher and engineers throughout the entire product lifecycle. Design tasks include discovering user needs, delivering new mobile app, iterating on existing platform and exploring future directions.
The success of this project will be measured by:
SR Smart Reviews
Research shows that if patients have a good experience during the appointment, they will be more likely to agree to leave a review online if the doctor asks. Since SR platform is always seen as a "set up then leave" tool that only admin user has the access to, we built a mobile app that is integrated with offices schedule so every member of the practice can carry it with them during the day and invite patients to leave a review during or right after their appointments.
We switched the review invitation from email to text message since data shows text is more likely to be opened and responded to than email.
Also, we developed an algorithm that tells doctors which patients are more likely to leave a positive review so they can be selective about who to send review invitation to in order to get good quality reviews on Google, Yelp or Facebook.
Even though doctors can easily find the right patient in the calendar view and send the invite from there, opening the app every 30 minutes, finding the patient, choosing the right phone number and hitting the "send" button 20 times a day can be hideous.
I came up with 12 concepts on how to send review invites and did a survey to test if they are easy to understand and fun to use.
To communicate the algorithm to doctors to let them know if the patient is likely to leave a positive or negative review, I came up with 11 algorithm indicators. Based on the research, the key rules for indicators are 1. easy to understand; 2.subtle design; 3.not only dependent on color.
SR spends a lot of money on maintaining a reward winning customer service team to onboard new customers and teach them how to use our product. It's a design problem: our product should be intuitive enough that users can figure it out by themselves. In order to relieve the load for our CS team, I create a self-serving process that allows customers to buy SR Smart Reviews and set it up on their own.
Iteration and Future Plans
Our team has been iterating on Smart Reviews based on customer feedback, product analytics, and business strategies. I’m also working closely with PM on the Q4 discovery research and will start designing some exciting features that will significantly improve our customer retention rate and brings new sales.