Lessons from a digital transformation project
Venkatesh Thyagarajan
Building Healthcare Digital Transformation Products || Accelerate your product to market || CEO, Cabot Solutions || Advisor at Guardian Angel Homecare
We recently made an app as part of a digital transformation project and guess what, 97% of the users discarded after getting to the first screen ! And then we turned it around to have 70% of the users use it more regularly. Read on to find out how we did it !
Our client, a professional body in the U.S. consisting mostly of surgeons, wanted to move from a cumbersome paper-based process to a digital solution. They were led by a visionary who embraced technology's potential to enhance both efficiency and the quality of outcomes.
We ?were engaged to build this digital process, and our team dove in with passion and commitment. We designed a secure, efficient workflow and launched the application in six months. We had a fairly large number of downloads from our target audience, we expected the results to come flooding in.?
We were in for a surprise, we did not even get one single completion of the process from our users, Not a single one !
A deeper analysis revealed the root cause: 97% of users abandoned the app after the first screen, and the remaining 3% stopped after inputting basic details like office and license information.
The problem wasn’t the technology—it was our misjudgement of our end users' digital comfort levels. We had designed a solution fit for tech-savvy users, but our target audience was not as comfortable navigating digital interfaces as we had assumed.
It became clear that we had overcomplicated the process, creating unnecessary barriers.
So this is what we did to make the application simpler :
·????? Simplified the registration with just an email to start the process
领英推荐
·????? Combined the user personas of the examiner and examinee and had one persona
handle both the situations
·????? Increased the time limit for the One Time Password entry during submission
·????? Changed the OTP delivery method from email to phone
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The results were immediate: usage surged, and the app gained popularity among the surgeons.
This experience highlighted a crucial lesson: true digital transformation should be driven by the needs and capabilities of the end users, not just the possibilities of technology. While cutting-edge tech can offer incredible opportunities, its role is to enable transformation, not dictate it.
What are your thoughts on simplifying digital transformation for better user adoption? I’d love to hear your experiences and learn from fellow leaders who have tackled similar challenges.
#DigitalTransformation #HealthcareTech #UserExperience #TechSimplification #Leadership #Innovation
Co-Founder & Chief Marketing Officer | Software Development, Product Engineering and Operational Excellence
4 个月We had a similar experience with one of our clients. In our case, however, the client realized just before launching the platform publicly that it might struggle with adoption. The client then proposed a rebuild. As a digital transformation partner the best approach to assist such clients are to guide them on adopting an agile development approach to minimize waiting time. This would enable them to experience the solution from the prototype or MVP stage, allowing for faster decision-making and action.