Oral

Oral wanted to improve their business by enhancing their digital consumer experience. We had already developed Oral’s digital service supply by creating an online booking system for consumers and designing the OmaOral service, where users can view their oral health data and medical records.

Having Oral’s public website and consumer services on two separate platforms caused confusion and resulted in unnecessary interruptions in the user flow. Users couldn’t, for example, book the services they were browsing on the Oral.fi site. Instead, they had to open the separate booking site and go through the different steps again. The maintenance of the site was also too difficult. The project’s main objective was to create a seamless user experience that caters to the various ways customers book appointments and arrive on the site.

Since the site renewal, the number of online bookings has increased by almost half (49%). The number of visits to the web services has also grown significantly, and the bounce rate has decreased. Navigating Oral’s online services is easier than before, and the different ways customers arrive on the site and search for appointments have been taken into consideration – every step of the customer pathway. During the development process, the management system for different language versions was also improved by automating the order process for translations.