The Problem: Customers were having difficulty finding a dentist.
The existing Search Tool for users to "Find a Dentist" was a legacy system, from a company Envole Dental had purchased. It was to be used for a short interim, but was put in the back log.
This became a huge issue, taking up large blocks of phone time with the customer support team.
The website was needed to do the heavy lifting, and simplify this process for users wanting to find a dentist. This required a redesign and testing.
- The Customer Service Call Center was overworked, the large volume of calls coming in daily was taxing the department.
- The website was not doing the heavy lifting. The website could easily eliminate a large number of customer calls.
- Customers did not like the search process of "finding a Dentist". The process required a number of forms, and took a great deal of time.
Customers reported there were issues with the form working properly.
- Providers were frustrated realising they were losing potential business because patients were not able to find practitioners in their area easily.
