About the project
Perfect Smile is much more than a dental treatment; it's a revolution in the way smiles are designed, planned, and transformed.
+1000
2
Years of experience
Happy clients
Identified the needs and expectations of users regarding dental aesthetic treatments, successfully redefining the messaging and the service to be provided.
Perfect Smile
UX Design / Service Design
Introduction
The goal of this project was to analyze and structure the User Journey Map, from the moment a customer shows interest in a treatment to when they receive the service and complete the payment. This map helps identify key interaction points and optimize the customer experience.
User journey map
Objetive
The main objective was to design a clear and efficient user journey that ensured a positive experience at each stage, from acquisition to treatment completion.
1. Initial contact
WhatsApp: Patients can contact the clinic via WhatsApp for quick queries, schedule appointments, or receive reminders.
Email: Detailed information about available treatments and appointment confirmations are sent via email.
Mobile App: The app allows patients to manage appointments, receive notifications, and access treatment information.
5. Third visit
Dental Preparation: Includes services such as deep cleaning and laser guidance to prepare the patient for treatment.
3D Simulation: A 3D simulation is performed at the clinic to show the expected results.
6. Maintenance and follow-up
Virtual Follow-Up: Virtual follow-ups are conducted via WhatsApp and the app to monitor treatment progress and address any questions.
Periodic Visits: Patients visit the clinic every 6 months for check-ups and necessary adjustments.
Process
2. First visit
Clinic Reception: Patients are welcomed by reception staff who guide them through the initial process.
Initial Consultation: The patient has a consultation with a specialist to evaluate their case and discuss potential treatments.
3. Follow-up and reminders
Automated Reminders: Automated reminders are sent via WhatsApp and email to confirm appointments and prepare patients for their visits.
App Notifications: The app sends notifications about upcoming appointments, follow-ups, and maintenance reminders.
4. Second visit
Mockup Production: During this visit, a physical mockup of the treatment is created, and an explanatory video is shown to help the patient understand the process.
Evaluation and Budget: A detailed evaluation is conducted, and a personalized budget is presented.
7. Post-treatment support
App Documentation: Patients can access important documents such as diagnoses, treatment plans, and organization through the app.
Continuous Support: Continuous support is offered via WhatsApp and email for any queries or issues that may arise after treatment.
8. Feedback and continous improvement
Satisfaction Surveys: Satisfaction surveys are sent via WhatsApp and email to gather feedback and improve services.
Direct Communication: Patients can directly contact the clinic via WhatsApp to provide feedback or suggestions.
Key points
Seamless omnichannel experience
Integration of WhatsApp, email, and a mobile app ensures a frictionless journey, from initial contact to post-treatment follow-up.
Transparency and empathy
Use of visual aids (mockups, videos, 3D simulations) and personalized budgets reduces uncertainty and empowers the patient.
Iterative improvement through Feedback
Surveys and direct communication channels allow for continuous service refinement based on real user needs.
By combining accessibility, clarity, and continuous improvement, a complex medical process is transformed into an intuitive, patient-centered experience.