As an innovative healthcare company, Cure aims to make healthcare as easy and accessible as possible. With a focus on impact and convenience, they deliver medications from local pharmacies directly to customers' doorsteps in minutes. By utilizing their user-friendly app, customers can choose from a wide range of over 2,500 products and have their medications delivered promptly, regardless of the time or weather conditions.
To achieve this goal, Cure recognized the need for interim product managers to improve the customer app's user experience and strengthen the product and development team. Our mission was to enhance the customer app's overall usability and prepare it for a country launch. We focused on streamlining processes, refining ticket writing, developing a roadmap, and ensuring seamless integration.
Team Structure and Processes
The Customer App development team lacked a cohesive structure and efficient processes, resulting in delays and miscommunication. This hindered the app's progress, so we conducted an assessment of the team's skills and capabilities. We enhanced team and meeting structures to support continuous development, implemented regular feedback loops, and knowledge-sharing sessions to promote a culture of continuous improvement.
Streamlined Ticket Writing Process
We refined the ticket-writing process by providing more comprehensive details for requirements, translations, events, and other crucial elements. By enhancing the level of clarity and specificity, we ensured that all team members had a clear understanding of the tasks at hand, promoting seamless collaboration and reducing potential misunderstandings.
Roadmap Development
To align with Cure's expectations, we crafted a roadmap using the "now, next, later" approach. Transparency and open communication were prioritized as we openly discussed and acknowledged the team's capacities, allowing for a realistic and collaborative workflow.
Customer App Prescription Fulfillment Flow
We developed an intuitive prescription flow that allows users to easily input their prescriptions directly within the app. We worked closely with our internal apps team's product manager to design a user flow and wireframes as the foundation for this feature. Leveraging our expertise and valuable insights, we transformed the wireframe into a comprehensive and seamless flow that integrates with the existing app.
Customer App Check-Out Flow
The existing check-out flow in the customer app was confusing and cumbersome, leading to a high drop-off rate during the transaction process. We collaborated with UX designers and developers to redesign the check-out process, focusing on simplicity, clarity, and minimizing friction.
New Country Launch Preparation
We took on the responsibility of creating a plan and roadmap for the product and tech effort, providing requirements for launching new features. This involved localizing the app, gaining a deep understanding of local regulations and user preferences by aligning with relevant stakeholders regularly.
Improved Feedback Collection
We implemented a discovery survey to actively collect valuable feedback from users and invite them to participate in interviews with us. This initiative enabled us to gain insightful perspectives directly from our users, fostering a deeper understanding of their needs and preferences.
Enhanced Event Tracking and Analytics
To support event management, we set up an event-tracking dashboard in Amplitude. This allowed us to monitor and analyze user interactions, enabling us to make data-driven decisions and optimize the app's performance.
Onboarding a Senior Product Manager
The successful integration of a new senior product manager into the team was essential to provide long-term leadership and strategic guidance for Cure App's future growth. We facilitated a smooth transition by providing extensive onboarding and knowledge transfer documents and sessions, encouraging open communication and collaboration to align goals and foster a unified vision.
Delivered Outcomes
Our contributions as interim product managers brought structure, efficiency, and user-centricity to Cure App, setting the foundation for its country launch success. We:
Restructured Team and Processes: Conducted an assessment of skills and capabilities, enhanced meeting structures, and implemented feedback loops.
Streamlined Ticket Writing Process: Clarified requirements, translations, and event details, reducing delays and promoting better communication.
New Market Launch Preparation: Created a plan and roadmap for the product and tech efforts, localizing the app and gaining insights into local regulations and user preferences.
By enhancing user experience in healthcare apps, we can improve patient outcomes and make healthcare more accessible. Our work with Cure has shown that by prioritizing user-centric design principles and streamlining processes, we can set the stage for a successful country launch and drive growth for healthcare companies.