Dila launched a mobile application
Dila Medical Laboratory has launched its own mobile application. This is one of the key stages in the development of the company’s digital ecosystem.
Dila Medical Laboratory has launched its own mobile application. This is one of the key stages in the development of the company’s digital ecosystem.
The application was a response to customers' requests for faster and clearer access to the service. During the preparation of the large-scale project of the New Service Model, the Dil team, together with strategic partner The Gradient, studied the user’s journey in laboratory diagnostics, listened to customers and took into account their wishes for the convenience of the service. This helped to identify barriers that made interaction difficult: complex terminology, unnecessary steps during registration, and not always convenient access to the necessary information.
The Dila application combines in one place the results of research, order history, family profile and rules for preparing for the visit. One of the key advantages of the application is the Family Profile, which helps to conveniently manage the research of the whole family in one place. In Dila, it is built not around the phone number, but around the medical record of each participant. Thanks to this, the history of research of each person is stored separately, correctly and without confusion. Today, the Family Profile already covers more than 11 thousand participants, which is about 5 thousand profiles.
The development of the application lasted more than two years, and behind each intuitive solution there is a lot of internal work. For example, so that clients can see the results of research in dynamics, and not individual indicators, the team reconsidered the principles of data storage and transfer within the system. The updating of the research catalog was also painstaking work: hundreds of complex medical positions are gradually translated into a language understandable to the client with short explanations to simplify the choice and reduce the barrier to decision-making.
Special attention was paid to the transparency of interaction. In particular, the service now fixes the order price for 30 days to avoid situations where the cost changes between online registration and a visit to the branch. This solution eliminates unpredictability and strengthens trust in the service.
There are hundreds of such solutions, and they form the main feeling of interaction: a service in which the customer is truly thought about.
During the first month of operation, the application on iOS and Android platforms received about 100 thousand downloads, of which 52% are on iOS. The average check in the application is 20% higher than in the personal account on the company’s website — this indicates high user engagement and the growing popularity of the new service. Now, about 70% of all online orders are placed by users through the application.
The next stage of the application’s development involves the launch of new features that should give customers even more flexibility and convenience. These include payment in installments, a referral program, as well as tracking the progress of checkups, which will allow you to monitor the completion of large research complexes in stages.
CEO of Dila Medical Laboratory, Mykhailo Bogatyr:
«We launched the application without a large-scale advertising campaign, and its organic dynamics confirmed that such a service was really needed. The basis of the application is a simple idea: laboratory diagnostics should not be complicated. Choosing a test, viewing results, taking care of your family’s health — all this should work intuitively and without unnecessary steps. We are only at the beginning of this journey.»
Dmytro Koshevoy, partner of The Gradient agency, strategic partner of the «New Service Model» project:
«We wanted to move away from the scenario where interaction with the laboratory ends with „passed the test — received the results — handed it over to the doctor“. Instead, our goal is to develop long-term relationships with customers, making health monitoring more conscious and understandable: so that a person can see the dynamics of indicators, understand their impact on the body and have a tool that they want to return to not only when there is a problem. We are glad to partner with Dil and the opportunity to make a truly worthy application for health monitoring.»
