Pendoを使用してユーザーの摩擦を軽減し、適切なケアへの迅速なアクセスを改善
Lucetの概要
デジタルアダプションプロダクトマネージャー
Eric Miller氏
Lucet uses a unique combination of people and technology to provide behavioral health care to all who need it, working with providers, health plans, and members directly.
課題
As Lucet grew their network of providers, health plan administrators and members served, so did the complexity to connect clinicians to members based on preferences and need for care. This put a strain on customer-facing teams and created barriers to care.
Pendoの使い方（Pendo'ing it）
Leveraging Pendo’s In-app Guides, Lucet built customized in-product messaging to help their team book and prepare members for upcoming appointments.
結果
With Pendo, Lucet has drastically reduced the number of user complaints received, improved their compliance process, and lifted a significant burden of time on their care navigation team.
目次
Pendoは確かにコスト削減とサポートコストの削減に役立っていますが、真の価値はユーザー体験の向上、有意義なサポートによるユーザーの支援、そしてユーザー行動に関する実用的なインサイトの提供による継続的な改善にあります。
–Lucet、デジタルアダプションプロダクトマネージャー、Eric Miller氏
Using Pendo to tackle growing pains
With a mission to bring behavioral health care to all, Lucet is diligently focused on creating seamless member experiences with as few hurdles to care as possible. Much of that role falls on the care navigator team who interface directly with members and providers.
LucetのPendoパワーユーザー兼デジタルアダプションプロダクトマネージャーであるEric Miller氏は、「Lucetが行っていることの1つは、行動医療サービスを必要とするメンバーをケアにつなぐことです。ケアナビゲーションチームはメンバーの問題の最前線にいます」と述べています。
The original platform was built to handle single use cases. Over time, and as the company grew, Lucet added more providers, which created new types of users within the platform. Roadblocks occurred when users were required to complete certain actions, such as filling out intake paperwork or confirming their appointments, before receiving care. Often, they weren’t aware of these requirements and became frustrated when care was delayed for reasons they didn’t know about or understand.
複雑なヘルスケアの世界において、Lucetは、メンバーが必要なケアをシームレスに受けられるように、プラットフォームのメッセージングを適応させるシンプルな方法を必要としていました。反復可能なプロダクト主導のソリューションを開発するために必要なツールとフレームワークを提供したのがPendoでした。
Faster connections to care, more satisfied users
ケアナビゲーターによるメンバー支援をサポートするため、Miller氏には、エンジニアリングチームに頼らずにカスタムのプロダクト内メッセージングを迅速に生成できる機能が必要でした。アプリ内ガイドを使用して、Miller氏は会員の予約を支援する際にケアナビゲーターに自動メッセージを送信するテンプレートを開発しました。このメッセージは医療提供者や医療提供者グループに特化しており、メンバーがケアを受けるために必要な各ステップをケアナビゲーターに通知します。
This level of customization in the product experience alleviated many of the issues members faced, deflected complaints, and greatly reduced the burden on the care navigator team. Getting a solution into the platform quickly was crucial. “Typically,” said Miller, “it would have been a big roadmap item to engineer a solution for that. With Pendo, we’re able to reduce complaints immediately.”
Miller氏は、プラットフォーム内の特定の法的要件を満たすためにガイドも活用しています。Lucetのプラットフォームを使用する前に、特定のユーザーは同社の利用規約とプライバシーポリシーに同意する必要があり、その証明には文書が必要です。Pendoを使用すると、チームはユーザーの初回ログイン時にプラットフォームへのアクセスをブロックし、利用規約の確認のための直接リンクと、続行、同意、証明、またはログアウトのオプションをユーザーに提供できます。「ガイドを使用することで、必要な文書の証跡と必要な機能が得られ、労力も非常に少なくて済みました」とMiller氏は説明します。
Reading between the (data) lines
Pendo data also revealed an unexpected insight around member needs for Miller and team. When care navigators work with members, they use the Lucet platform to filter their search to find a provider that fits the member’s needs. While the platform recorded what filters were used for a specific booking, it didn’t record what filters were searched and clicked during the booking process. With Pendo, they have access to this data in real time.
If many members are searching for something but there are zero results, for example, that signals an unmet member need to the Lucet team. Using Pendo gives them an extra layer of insight into how to provide the care that members want.
Using the Pendo community to connect the dots
As a long-time Pendo user, Miller has worked in various capacities within the platform since 2018. At Lucet, Miller continues to use Pendo within his own team as well as to support other teams across the company. He is currently working with other product teams to help support their initiatives, “either with information that informs their product development or helping them monitor product adoption and success of new features,” says Miller.
Miller has learned over the years how valuable the larger Pendo community is for building new ideas. He describes Pendo as a ‘boundless’ platform with almost limitless possibilities, which are easier to uncover by leaning into other Pendo users. “Pendo is a deep platform with a lot of customization options, so it’s really nice to connect with others who are doing creative customizations. I appreciate how the community is willing to reach out and help each other,” he shared.
Pendoの2024年ユーザー・オブ・ザ・イヤー受賞者として、Miller氏はPendoに関する深い知識を活かしてLucetの使命を推進し、Pendoコミュニティのメンバーがそれぞれの組織で同じことを行えるよう支援しています。
プロのヒント
- アイデアを得るには、PendoコミュニティやPendo Connect Slackチャンネルを活用してください。他のユーザーが、自社が抱える課題に対して思いもよらない解決策を出してくれる場合もあります
- 存在しないデータに注意を払います。時には、ユーザー行動データに表れていないことを知ることで、新たなニーズを見出すことができます
- Use Guides to help with roadmap planning. Guide engagement data can help uncover parts of the product experience that could benefit from an update or additional functionality.
