BUSINESS CASE STUDY
Smart App Development
The Client
“We want to give our customers a new way to request non-emergency medical transport to reduce our Call Center call volume…”
A medical transport company wanted to give their customers a new way to request rides. For decades they focused solely on streamlining their call center processes, but customers who were used to being able to pull up ride sharing apps to request rides in minutes wanted an easier way. The company decided to develop their own app.
They should have asked us first
“What you think your customers want (and what your costumers think they want) is usually not what they actually need…”
After the first version of the app was developed the company wanted to test it, but our initial Expert Review using Heuristic analysis determined that User Testing, which is what the company initially requested, would be premature and a waste of resources. What the app actually needed was different features.
Our approach
“This is so much bigger than an app…”
By evaluating call center data, we were able to determine which features were missing from the app that would provide the largest ROI.
FEATURE EXAMPLE
Ride Cancellation
Average Call Cost: $3.30/call
Call Stats: 7% of Calls are Cancellation
Cancel Calls Cost: $507,829/year
Total UX Investment Costs: $125,000 - $200,000
After UX Implementation:
Call Volume: 20% reduction Cancel calls
Estimated Cost Savings:
Total First Year Savings: $11,273,715/yr – 56% to 90% ROI
10 years Saving: $112,737,150 – 563% to 902% ROI
*Cost savings continues year after year, UX improvement is exponential and will continue to increase over time, thus increasing the savings in all areas
Estimated Cost Savings
Call Center Savings: $101,565/year
Dev Savings: $1,015,650/year
Maintenance Savings: $10,156,500/year
1st Year Savings: $11,273,715/yr - 56% to 90% ROI
5 Year Saving: $56,368,575 - 282% to 450% ROI
10 Year Saving: $112,737,150 - 563% to 902% ROI