Health services re-engineering

Our client's services are used by hundreds of thousands of people across the UAE. They were facing some major challenges including:

• A lack of a unified experience for customers as services were built on different platforms.
• A lack of cross departmental system integrations meaning a lot of manual effort required of customers.
• A disjointed back office experience making application reviews time consuming.
• Low customer happiness scores as a result.

A complete service re-design and engineering utilising strategic third entity partnerships, design strategy and innovative user experiences to:

• Reduce services from 91 to 31, making it easier to find the right service.
• Create a unified dashboard where all tasks and actions can be found.
• Increase third party integrations from 1 entity to 5.
• Significantly reduce steps required of both customers and staff by over 60%.
• Increase user satisfaction to 88% as a result.