Page 8 - Mobility Management, January 2019

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MyNumotion App Launches
said. “We put a design together, showed it to them, got their feedback, improved it, and did that a number of times so we were hitting the mark of what their number one priority was, their number two priority, etc.”
“We also wanted to make it accessible to anyone, anywhere, and that meant designing for mobile [plat- forms] first. We knew that if we could get it to work well on
a mobile phone with a small screen, we could serve more customers. We wanted a design that responded really
well in a mobile environment, and also worked really well
in a full-screen setting. That was the path of the design: Simplicity and intuitiveness. We wanted it so as soon as you get into the app, you know what’s being shown to you.”
A word about security, which Prestegaard described as “a fundamental, foundational concern for us” — MyNumotion was built using the Salesforce platform, which has been used for multiple healthcare-related apps and focuses intently on data security.
Prestegaard also cited Numotion’s existing “discipline and approach to HIPAA compliance and also our secu- rity framework. That includes things like multi-factor iden- tification, which customers need to do when they log in for the first time. It’s also making sure the information we have is always safe and always handled appropriately. We won’t send any personal health information in any
of the forms, even if you ask for it to be texted to you. We understand completely how sensitive our customers’ information is, and we want to safeguard it.”
An Easy Learning Curve
While MyNumotion is designed to be intuitive, Numotion also created a video tutorial that — in less than six minutes — demonstrates how the app works. There’s also
8 JANUARY 2019 | MOBILITY MANAGEMENT
a live-chat function — staffed during normal business hours — to
help consumers who have specific questions about the app. Part of the reasoning behind the app’s phased roll-out is to gather consumer feedback along the way and to ensure Numotion is properly staffed to keep up with consumer questions.
“Right now,” DeGraff said, “we have over 3,500 registrants already in the
app and using it today. We expect that number to grow to well over 20,000 by the time we get this rolled out across the board. There is a survey after using the app — what features and functionalities would you like to see, what is the ease of use — and right now, we’re at a 93-percent positive user rating on ease of use. People are saying it’s very easy to use and that they will continue to use it.”
How will Numotion ultimately measure the app’s success?
“Seeing it being used and getting that positive feedback,” Prestegaard said. “If we see that repeat customers are having repeat visits to the site and giving us repeat feedback, that will be a start. Eventually,
we expect to see not as many calls coming in to our branches, which hopefully will allow our people to focus on delivery and getting orders through the system and shortening the amount of time it takes to get customers [their product].”
“For me,” DeGraff said, “it’s customer engagement. Plus to Dan’s point, having more people on the site, and having them really looking at order status. We want to drive customer engagement, whether that’s the number of people using the app and how they’re using the app, to their feedback and continuing to make it better and enhancing that customer experience.”
“It’s all customer-focused,” Prestegaard added,
“and all leading to an experience that is better for our customers. It’s an innovative app, but it’s innovative
with a purpose, and that’s to make things better for our customers. It’s leading in a way that’s customer focused. That’s the theme you’ll see for everything that Numotion is doing.” m
—Laurie Watanabe
MobilityMgmt.com