Day of Appointment

The Allē rewards program does a great job of getting users interested in new products and explaining the many ways patients can save on their treatments. We also do a fantastic job of educating patients about our wide portfolio of products and the results you can expect.

However, when it comes to the day of your actual appointment, Allē is not a good companion. We don’t show your appointment details, what to expect during your visit, what programs you can participate in, even what offers you have in your wallet. This results in Allē leaving a lot of opportunities on the table and a worse overall experience for patients.

In addition, partnering with Allē can be seen as overhead by providers. It is often viewed as an unnecessary extra step that gums up the front desk and wastes valuable time.

By turning Allē into a trusted partner, we can provide significantly more value to Patients while lowering provider overhead by enabling patients to complete some check in tasks at home.

The Solution

Our solution I proposed is the Day of Appointment experience. This is to be a comprehensive new feature for Allē that includes a wide range of functional and aesthetic improvements. Here are some highlights:

Front and Center

As a key way patients interact with their providers, we wanted to make sure that the Check In / Day of Appointment experience was easy to find. After check in is complete, patients will have a new home screen element that dominates the visual space and allows patients an easy way to return to this screen.

Once we have a partnership with a booking provider, Allē will be able to send push email reminders to check in to their appointments. Because the process of checking in includes a step to scan for Flash offers, this ensures patients are never forgetting to scan.

This feature set also provides immense value to providers. Because patients now check in from home and scan Flash offers remotely, they no longer have to complete that step during check in, a major slowdown for the front desk. In addition, this feature allows Allē to streamline checkouts by intelligently surfacing which patients are scheduled to arrive today.

Provider Specific Experience

This page will be created specifically with the provider in mind. Even better is that this is in line with a company goal of better highlighting our providers as the hero, allowing that personal connection patients have with their offices to shine through.

For example, the Day of Appointment page will only show a link to apply for a Payment Plan if they are accepted at that location. It will also show the contact info and address for that provider location, better streamlining patient access and lowering provider overhead.

Projected results and impact

While this project has just started development, here are some key metrics we will be watching in order to track this programs success:

Increase Flash scan percentage

Flash scans are incredibly valuable to the company. Apart from providing a great experience for both patients and providers, each Flash user that transacts is worth about $143 in revenue to Allē. By increasing the availability and ease of access to Flash, we believe we will be able to increase the amount of users that scan and recieve offers. Therefore, we believe we can increase the amount of users that transact on those offers, increasing revenue dramatically.

Increase adoption of Payment Plans

Since the rollout of Payment Plans, we have seen them to be a great way to increase average cart size. Average transaction amount for a patient utilizing payment plans is ~$2,000 higher than a patient transacting normally. By increasing visibility and access to Payment Plans, we believe we can increase the adoption of this program. In addition, by giving the opportunity for patients to apply before they arrive at the office, they will have a better idea of what they are able to spend, before they make a treatment decision. This is helpful because Allē products are typically more expensive than our competitors.

Provider qualitative feedback and NPS

Lowering provider overhead is a huge way we plan to track success for this program. By enabling users to check in ahead of time we save time and effort for the front desk and provide them with valuable insights about their patients arriving today. We also provide a dashboard of the appointments they have that day, eliminating the need to find each patient manually during checkout. We expect this to save hundreds of hours of work per year across our largest provider accounts. While these metrics are harder to track than traditional revenue, we believe partnering with our research teams will provide the validation we need to continue. One big component of this is net promoter score, a metric that aims to track how working with Allergan is being perceived by our providers.