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SLC Clinic Application
Enhancements
Enhance the SLC Clinic app by addressing user and client pain points and incorporating additional services and features into the existing application.
UX/UI designer
Role
Tool
Figma
Techniques
- User Testing
- User Groups
- Social Media Listening
- Competitive Analysis
- Five Force
- SWOT Analysis
- Customer Journey Map
- Wireframe & Prototype
Research
Situation
Due to the COVID-19 situation, the beauty clinic business has been impacted. However, this sector continues to show significant growth, contrary to the overall economic trend in Thailand. This year, the number of consumers has increased, with the average age of patients dropping from 25-30 years to 18 years. Accessibility has improved as there are many beauty clinics nationwide. Additionally, easy access to information has intensified competition among clinics to attract customers, leading to higher growth prospects for the industry. The rising trend of self-care and the influence of social media have also contributed to a greater focus on beauty and wellness among the public.
Trends
The International Society of Aesthetic Plastic Surgery (ISAPS) conducted a global survey to rank cosmetic surgeries in 2018, categorizing them into surgical and non-surgical procedures. The survey also ranked countries with the highest number of cosmetic surgeries and identified the most popular types of procedures as follows:
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Five Force
SWOT Analysis
SLC Clinic
SLC Clinic is a renowned beauty clinic that has received numerous awards. It offers comprehensive services in all aspects of aesthetic care and is certified by the Food and Drug Administration. The clinic consistently employs cutting-edge medical technology and boasts over 17 years of experience in the beauty industry. With branches in Bangkok and its surrounding areas, SLC Clinic has the capacity to further expand its presence nationwide.
Competitors Analysis
Select from beauty clinics that offer comprehensive services, including both surgical and non-surgical cosmetic procedures. Each clinic should cater to a similar clientele, specifically targeting customers with relatively high purchasing power.
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User Testing
Create a satisfaction survey for SLC Clinic using Google Forms. The questionnaire consists of 10 questions and has been completed by a total of 34 respondents.
- Target Group: Students and working professionals
- Age Range: 18-30 years old
- Respondents: Customers who have used the services of SLC Clinic
- Distribution Channel: Instagram
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Customer Journey Map
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Define & Ideate
Pain Point
Solution
1
The information provided by the clinic for decision-making purposes is not comprehensive and is scattered across multiple sources.
- How can we ensure that customers find comprehensive service information?
- How can we ensure that our publicity materials contain complete and clear information?
- How can we leverage social media to ensure accessibility to clinic information?
- Provide comprehensive information to customers in one place, such as via Line application and Facebook.
- Write detailed information and organize promotions to promote products effectively.
- Create infographics that include complete details like pricing, promotions, and service usage limits in one visual.
- Establish pages or accounts on popular platforms to increase accessibility and engagement.
2
Appointment scheduling and confirmation cannot be done independently; customers must wait for staff responses. This causes uncertainty among customers about whether the clinic has accepted their service request or not.
- How can we utilize technology to make it more convenient for users to book appointments?
- How can we ensure that customers are informed about the service process from confirmation to receiving care at the clinic?
- How can we reassure users that their appointment booking information has been successfully communicated to the clinic?
- Enable service users to register their appointment confirmations through the application.
- Communicate the service entry process through advertisements or LINE ads to confirm attendance.
- Send successful appointment booking notifications to customers via LINE and SMS.
3
Patient follow-up: Service users feel anxious and uncertain about post-treatment care procedures.
- How can we utilize the application to track patient symptoms effectively?
- How can we ensure service users feel secure during the symptom monitoring process?
- How can we inform service users that they can contact us immediately?
- Develop an application for tracking patient symptoms.
- Monitor patient symptoms with a pop-up feature for inputting relevant data.
- Include a feature for direct messaging with staff members who are available to respond to inquiries promptly.
Prototype
Solution 1
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Searching for clinic product information.
SLC Application
LINE Official SLC Clinic
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Searching for clinic branch information.
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Solution 2
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Appointment scheduling and confirmation
SLC Application
LINE Official SLC Clinic
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SMS & E-mail
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Solution 3
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Patient treatment follow-up
SLC Application
LINE Official SLC Clinic
SMS & E-mail
Additional features
Test
Based on a survey of 20 actual users of SLC Clinic
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SLC Clinic Application
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Line Official SLC Clinic
Based on user testing, it was found that users have different service preferences on each platform, as illustrated in the above graph. On the application platform, users most favor the treatment follow-up feature, followed by appointment scheduling and confirmation, and the AI facial analysis feature. On the LINE Official platform, users prefer the clinic product information search feature the most, followed by appointment scheduling and confirmation, and then the patient treatment follow-up feature, in that order.
Scan to play the Prototype.
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