21 dent kickoff workshop
- 1. Mapping the Client Experience Dentologie Workshop, 01.20.21
- 2. Welcome friends! Goals for the Day - Get to know each other better - Share and organize ideas for the ideal, holistic client experience - Have a cool time
- 3. We have 90 minutes to get through some meaty work. Our Agenda - Intros + Warm-Up (10 minutes) - Heart Hand Mind (30 minutes) - 5Es (30 minutes) - Next Steps + Closing (20 minutes)
- 4. Lets get warmed up!
- 5. Hopes + Fears - Tell us your name + professional super power - Share one hope you have for this project - Share one fear #BraveSpace
- 6. Productive, positive collaboration requires trust + an open mind. Working Agreements Practice presence. One voice at a time. Build, dont break. Land the plane.
- 7. Heart Hand Mind: Imagining the Ideal Client Experience
- 8. Heart Hand Mind - Hany - Suhail - Oussama
- 9. Heart What objects or interactions happening in the retail space make people feel comfortable, curious and engaged? - ppl walk in will be greeted warmly; - met where they are vs employees where they are (not typical dental where you go to front desk vs opposite)... - take in the space and experience, this is already feeling different; - Patients are educated before even seeing provider - Consistency between web + app, from design + content perspective-- will feel familiar; continuity between digital and physical - No reception desk; being greeted - Energy of staff is felt (should feel natural part of process) - Naturally exude feeling of the brand - Patients can observe boxing of brush box - Familiarity feeling (between web and space); consistency and cohesion - Everything is in sync + well-thought out - Interactions + engagement of staff with clients need to be positiving; uplifting - Smiles all around; always makes a difference - Plant life + warm colors (theres life in this space) - Interactive elements with tech (ex. qr codes) - Presentation of brushbox is curated; there is engagement while i wait
- 10. Hand What can people see, hold in their hands or interact with? What are the practical considerations of the space? - Warm colors; on-brand; plant life - On wall: grid of all brushbox colors - Models of before/after teeth (show impact of good care) - Ipads that shows digital model of smile - staff presenting brushbox and curating it for patient - Dentologie ambassadors building boxes in front of ppl wiating - QR > visualize the experience on patients devices (less touch points) - Fun Gifs (like the ones on dentologie IG) - Educational photos + videos with CTAs; nothing sales-y - Some models of teeth in cases - Trying and sampling products - Multifunctional desk for storage + checkout - Colors on brand - Checkout process needs to be considered; consider privacy - Small space feel like a huge space - QR codes to engage folks in waiting room educationally; how do i take care of my teeth; product recos...etc - Space should feel welcoming to all; can sit and not do anything also; not everyone wants to interact in waiting room - Seating shouldn't be busy - Refreshments post covid - Place shouldnt feel overwhelming like T Mobile; no sensory overload! - Designed thoughtfully!
- 11. Mind What makes the experience smart and/or innovative? What can people learn and how? - End to end experience is innovative - App and ef鍖ciency of checking in needs to be seamless - Opp rooms very generic; more than just tvs and Net鍖ex; needs to be more personal - Curated products - Checkout process should feel smart - Should feel super innovative for dental - Should feel were elevating the standard (ex app) - Personalized product recos - At home techniques + after care; lots of untapped potential for that personalized care (ie brushbox) - Seamless experience utilizing tech to make checkout super ef鍖cient - Push noti鍖cations; totally paperless; treatment plans should be accessible - Qr codes - Push noti鍖cation for post op instructions; (what to expect after extraction for ex) - HQ videos to see what to use and why > Links to website > after care - Much more seamless experience between tech and dentistry
- 12. The 5Es: Mapping the Current Experience
- 13. The 5Es - Hany - Suhail - Oussama
- 14. Excitement How do people currently learn about Dentologie? What makes them excited for their upcoming visit? - Word of mouth; strong referrals from existing patients (strongest) - Strong patient retention - In their neighborhood; they see sign - Through social media: IG, TikTik; in鍖uencers who post about dentologie (ex tv on ceiling etc) - What they hear: everyone is real nice + trustworthy - Through social: open + welcoming culture; fun atmosphere; inclusive - Word of mouth; virtual or IRL - Visible locations (key locations around chi); wide visible windows; lights always on - People can experience space before getting inside - Beautiful site + personable design + easy scheduling - Get to us thru website, social, youtube - Website transitioning over to the IRL exp - The app does what its supposed to do; smart; - Friends get them excited - They saw something unique -
- 15. Entry What happens when a patient enters the space? What do they see, hear and smell? - Physical location: subtle speak easy-esque; some mystery in exterior signage - Design is thoughtful and is also functional - Hear good conversation occuring; light music; theres always laughter! - Smell: diffuser in bucktown location! Love! - Whats out dentologie signature smell?? - Diffuser = money! Huge impact - Beautiful decor on brand colors from website to IRL - Smile faces + plant life (symbolic of interaction and life) - Refreshments (post covid)
- 16. Engagement How do patients interact with other people and objects in the space? What kind of interactions go down? - Walk into super modern place; clearly more beautiful than a traditional dental - 8/10 from space design wise - Large front desk; they look to 鍖nd someone; no eye contact cause receptionist is helping someone or on phone! (esp busier locations) - No a lot of itneraction inwaiting rooms except waiting - Large barrier between person + patient bc large front desk (staff behind the desk) we wanna get rid of the barriers - No a lot of itneraction inwaiting rooms except waiting - Large barrier between person + patient bc large front desk (staff behind the desk) we wanna get rid of the barriers - Not a ton of engagement now; besides smiles and friendliness theres way more to build on that - Interaction currently is inconsistent but still good - Staff interaction is phenomenal on good moments - Checkout is smoother than most; yet still clunky - Too many touch points to complete checkout process - Brushbox became a bit more mechanical robotic experience instead of it being more interactive exp when leave
- 17. Exit What happens when a patient prepares to leave Dentologie? What do they leave with? - Checkout process currently focuses on next appt - Try not to sell anything at checkout - Generic; if SS presentation is not thoughtful how they leave with tray - Post op patients leave w/ surgical bags; post op f/u; treatment plans sent to them; new appts - Brushbox is now just a goody bag called brushbox - Treatment plan is plain white paper; lays out procedure; costs + time; not well design; needs to be more beautiful and designed -
- 18. Extend How do you keep the patient relationship healthy and active between appointments? How do you bring people back? - Re appoint patients; next cleaning schedule - Very limited interaction - System send auto bday reminders! - If they havent set up cleaning they get text reminders - No newsletters - Best providers follow up; not auto process but happens through email; not standardized - Would love to have a blog like extension of exp; better home care; thoughts on lifestyle changes as they pertain to dental care -
- 19. Next Steps Etc.
- 20. Weve got work to do! Coming Up - Check in with Box + continue brainstorming - Re鍖ne experience strategy - Develop cohesive design direction - Compile visual inspiration for branded touchpoints - Present Friday, Jan. 29
- 21. Rose Bud Thorn - Rose: Something you loved about today - Bud: A new idea youre excited about - Thorn: A challenge, concern or mental block
- 22. Thank you friends! May the sun shine bright on your day.