April 29, 2021

Increasing Patient Engagement and Lowering Medical Non-Adherence Through Digital Experiences

With the US healthcare system under strain like never before, Rajesh Midha, President at Ogilvy Experience and Bottle Rocket, examines how healthcare providers can look towards digital experiences as a way to increase patient engagement, drive down medical non-adherence and improve overall patient outcomes.  

Across the US, medical non-adherence – when patients fail to take prescribed medication – is a growing problem. According to Pharmacy Times, it accounts for 50 percent of all treatment failures, approximately 125,000 deaths per year and up to one quarter of all hospitalizations. The financial cost is staggering, with $300 billion each year dedicated to direct and indirect costs. These costs have continued to grow as we’ve seen an increase in hospital admissions during COVID, putting more strain on a healthcare system already under immense pressure. 

The reasons for medical non-adherence are wide ranging. They include patients simply forgetting to take prescriptions, versus more serious reasons such as mistrust towards health professionals and a lack of understanding about what specific medications do.  However, by identifying different ways to combat these factors, providers have a critical opportunity to boost adherence numbers patient outcomes overall.

Here are some recommendations which healthcare providers can take onboard to improve patient engagement and decrease medical non-adherence. 

The Rise of Digital Front Doors

In the past year, the coronavirus and its associated restrictions have seen people leaving their houses less frequently. This has led to putting off or deprioritizing healthcare needs. To combat unnecessary healthcare issues, and to shift the focus from sick to proactive care, providers and health systems must find new ways to build connections with patients and their families. The importance of digital connection points and communications are of paramount importance to ensure better patient outcomes. Personalized communications can, and will, increase medical adherence. 

One of the simplest and most effective ways to build new communication channels with patients is via mobile. Mobile apps – typically called digital front doors in healthcare – are accessible, and easy to use for different types of patients. These apps allow patients to message health professionals directly when questions or concerns arise and can be enabled with pop up notifications to remind patients to take medication, according to dosage instructions, or order new prescriptions. 

A 2019 review of these technologies and the link with medical adherence concluded that mobile apps “prevent forgetting about medication and incorrect administration and, thus, contribute to patient safety”. It makes the recommendation that in the future, these apps should include “personalization of the personal conditions and posology of the medication the patient takes.” This ultimately would make the experience easier for patients and adds a layer of care only offered through a mobile app. 

From Communication to Education

On average, patients over the age of 65 take four different prescriptions per day. Even taking one pill can be difficult to remember, let alone four, which often must be taken at different times of the day and with food. Add in the fact that older generations are not as tech savvy as digital natives and you can see why non-adherence is soaring, especially in the pandemic era. 

One way to counter this is through the use of Artificial Intelligence (AI)-powered virtual assistants. These assistants, which can be used to interpret human speech and respond to questions in an automated voice, should be used in conjunction with, rather than a replacement for mobile apps. With over 60 million Americans owning a smart speaker (equivalent to 24 percent of the population), virtual assistants – which can be used on smart speakers, as well as mobile devices – can create deeper and more robust customer data profiles. 

Voice assistants not only provide value and data to health professionals in real-time, they’re also being used by patients to remind them to take (and refill) their medication. Large organizations like Amazon are partnering with smaller, regional pharmacies to offer medication management services, which will set reminders and order refills through a patient’s smart speaker. It’s collaborations like this that can potentially reduce medical non-adherence, especially among older generations.

A Booming Industry 

The US telehealth industry grew on average 14.6 percent per year between 2016 and 2021. This is expected to continue, with the industry currently valued at approximately $3.5 billion. With behavior shifting during the pandemic, there’s an argument to suggest that these trends are now our new normal and that patients may continue to be more hesitant than before to visit their doctors, or even go to a pharmacy to collect their regular medication.

As we’ve seen, this is where simple innovations such as voice assistants and mobile apps come into play. They address the soaring rates of medical non-adherence, protect the health of patients virtually, and ensure providers’ resources are leveraged efficiently. With an incredibly challenging year behind us, this is the time to address key learnings to make sure our health sector comes away stronger.

This article was published on HealthCareBusinessToday.com

April 21, 2021

Developed by Bottle Rocket, SCL Health App empowers patients to take active role in their health

Broomfield, Colo 20 April 2021– SCL Health has launched a new streamlined experience that empowers its patients to take a more active role in their health. Through the new SCL Health app, patients can schedule appointments, connect to a doctor virtually using their smartphone, access health and wellness tips, and receive important medical reminders. The easy to navigate front-end user experience gives patients the ability to make informed decisions about their care options, with a 24/7 virtual access point.

Terri Casterton, SCL Health’s Vice President, Innovation & Virtual Health states, “It is up to healthcare systems to meet the changing needs of our consumers in order to make a positive impact on health. This is a scalable platform that can bend with changing consumer needs, shift with value pools, and blend with leading edge technologies for years to come.”

SCL Health’s Vice President, Digital Services, Mona Baset goes on to emphasize, “This new easy-to-use tool is not only great for consumers and patients today, but also serves as a solid foundation to build additional functionality within a seamless experience in the future.”

Even before the COVID-19 pandemic, SCL Health was focused on the demand for digital innovation. The pandemic accelerated this work and the time was right for the organization to begin to shift the conversation from reactive care to proactive, preventive care. SCL Health turned to Bottle Rocket, an Ogilvy Experience company, to help it re-imagine its digital consumer experience.

“We are proud to have partnered with SCL Health to deliver this great experience for its consumers and patients,” states Rajesh Midha, President of Bottle Rocket and Ogilvy Experience. “The experience blends the best of B2C technology and patient centricity and extends the power of Epic’s EHR platform. This experience will have a meaningful impact on both SCLHealth’s patients and the communities it serves.”

The app launch brings SCL Health closer to achieving its mission of being the healthcare leader in the markets it serves. The app can be found in the Apple App Store or Google Play and downloaded at no cost.

This article was originally published on DotMed.com

March 16, 2021

How travel brands are using Apple’s App Clip to drive engagement, touchless experiences

Travel providers have been examining ways to make the traveler journey friction-free long before anyone heard the word “coronavirus.” But across all sectors of the industry, contactless solutions have gone from a “nice-to-have” to “need-to-have” as travel brands contend with evolving traveler expectations.

One new solution at travel providers’ disposal is Apple’s App Clip, which allows users to experience a small part of a brand’s app without having to fully download the application.

App Clips, which were released as part of Apple’s iOS 14, are designed to be used in the moment – for example, to order food – and allow users to complete an entire task or transaction in seconds. Users discover App Clips via Safari, Maps or Messages or in the real world through NFC tags, QR codes or App Clip Codes, which are unique markers that take users to specific App Clips.

If users scan a QR code for a tour, for example, they’ll see an App Clip pop up that will let them immediately pay for the experience through Apple Pay. Once the transaction is completed, the App Clip disappears, or brands can offer users the opportunity to download their full app.

“The pandemic era has accelerated already-rising trends: app overload, privacy transparency and instant/zero-touch experiences,” says Tal Raviv, product manager at marketing analytics platform AppsFlyer. “App Clips is the well-timed culmination of these trends.”

Raviv says a good way for travel brands to think about App Clips is to ask: Where do we lean heavily on mobile web?

“App Clips combine the availability of mobile web with the richness of native iOS app experiences. When you think about it that way, it’s less about the sector of travel, and more about the context and use case. Brands should consider what the quick-value moments are that provide an excellent opportunity for a native mobile experience to shine - way above what mobile web can offer,” he says.

“Travel is an ideal context for App Clips, because there’s so many rich mobile experiences available. On the other hand, a lot of the value doesn’t neatly fit into people’s long-term routine, the way messaging or finance apps do. App Clips liberate this value from being stuck behind an app download - and allows travelers to instantly get some of the value they would get from the full app.”

Although current usage in travel is relatively nascent, several brands have introduced App Clips as a way to provide a frictionless experience for travelers as well as increase customer engagement.

KKday

In February, travel e-commerce platform KKday became the first tourism operator in Greater China to introduce an App Clip experience.

With KKday’s App Clip, travelers in Taipei visiting attractions including the Taipei Children’s Amusement Park, Maokong Gondola and Taipei Arena Ice Land can scan an App Clip Code with their iPhone to quickly and seamlessly purchase a ticket.Brands should consider what the quick-value moments are that provide an excellent opportunity for a native mobile experience to shine - way above what mobile web can offer.Tal Raviv - AppsFlyerShare this quote

After completing the ticket purchase, visitors will immediately receive the QR code of the electronic voucher and can enter the venue by validating the voucher at the entrance using their phone.

KKday CFO Victor Tseng says that while over 50% of KKday’s users are using KKday’s app, there is still a subset of users booking through web browsers or other methods.

“There are so many new users out there that have not discovered us,” he says. “The App Clip is a supplement to these kinds of users out there to be able to discover these products that KKday has digitized in a more frictionless way.”

App Clips, Tseng continues, help create a “holistic, touchless experience” - critical in COVID times - without users having to take up time and space on their mobile installing a full app. “It's very frictionless, very digitized and very fitting in light of COVID and social distancing.”

KKday has also partnered with Taipei Metro to provide a NT$50 discount to consumers who pay for experiences at Taipei Children’s Amusement Park, Maokong Gondola and Taipei Arena Ice Land with Visa cards through Apple Pay.

One month since launch, App Clips have seen “pretty good” traction, Tseng says, and KKday plans to work with more vendors in Taipei to implement the solution.

Caesars Entertainment

In Las Vegas, Caesars Entertainment is the first hospitality company on the Strip to utilize Apple’s App Clip solution.

Developed by digital experience company Bottle Rocket, Caesars' App Clip allows on-site guests to locate their hotel room and book restaurant reservations without having to download the Caesars Rewards mobile app.

The App Clip also leverages push notifications from Caesars’ engagement partner, Airship.

Launched in 2020, the App Clips are accessible via QR codes. Currently, the Find My Room App Clip – which provides guests with step-by-step directions to find their rooms or points of interest at Caesars properties - is available at all of Caesars’ Las Vegas Resorts, and the Book Restaurant App Clip has launched at several properties.

“Caesars Entertainment’s App Clips highlight two key features of the Caesars Rewards mobile app that guests can use quickly and conveniently without the full app installed,” says Terry Chi, director of mobile and digital innovation for Caesars Entertainment.

“For a non-app user, these App Clips allow the guest to discover some of the useful features of the Caesars Rewards mobile app, thereby encouraging a full app download later. For a current app user, it saves the guest some steps in populating information when using the Book Restaurant App Clip.”

Chi says that from a marketing perspective, the obstacle in being first-to-market with the App Clip solution is that many people don’t fully understand what an App Clip is or does. “It will take time and education to get mass adoption,” she says.

That said, so far, engagement with Caesars’ App Clips “has surpassed all expectations.”

Expedia Group

Online travel agencies are experimenting with App Clips, as well. In September, Expedia Group-owned Hotwire.com launched an App Clip that provides hotel information including ratings and a way for users to book with one tap via Apple Pay.

The App Clip, along with a new Hotwire deals widget, will help customers save an average of 52% on last-minute accommodation bookings when compared to the listed rate two weeks prior, the company says.

Although Expedia Group is in the early stages of the launch, the company says the experience has been positive and it is continuing to adapt the app to customer feedback.

“Early signs show that, we have seen Hotwire customers re-engage a lot more when they use our app. Loyalty is higher for app users and users like to explore more app-specific features like reviews and mobile-only deals,” the company says in a statement.

“We wanted to create something that would help customers get a taste of the app experience in the App Clip so that they can transition over to the app from mobile web to get these benefits.”

Ultimately, says AppsFlyer’s Raviv, it’s all about lowering the “install barrier,” which “dramatically expands the situations where a brand’s app can offer value,” he says.

“While this will definitely result in more full app installs downstream, the underlying goal is engagement and value. Brands that thoughtfully leverage App Clips are going to have a lot of opportunity to increase engagement and value, whether it takes place in the App Clip or the full app.”

This article was published on PhocusWire.com

February 19, 2021

13 Expert Tips For Boosting Your Company’s Mobile Site Performance And UX

With the proliferation of smartphones and personal devices, “mobile-first” has become the watchword when it comes to website design for optimal user experience. Businesses must ensure their websites are just as responsive, appealing and easy to navigate on mobile devices as they are on desktop computers—if not more so.

To succeed, it’s important to not only adopt strategies specific to mobile design but also to follow good practices for serving users on any device. To help, 13 experts from Forbes Technology Council share their best tips for optimizing modern websites and designing them for the mobile era.

1. Understand your users.

“User experience” begins with “user.” Understand them. Create a story or narrative that represents their good day and create one that represents their bad day. Those stories become the lens through which you can create an experience that addresses your users’ needs. - Tim Mitrovich, Artisan

2. Consider edge data methods.

You need a clear data strategy and a robust data architecture. Otherwise, your app will be making massive data calls to the backend. Cached data is not great for app performance, so do look at edge data methods to serve the right data at the right time for optimal customer experience. - Jacqueline Teo, HGC Global Communications

3. Create a quick and simple path to your call to action.

Ensure a clear and simple flow for each persona use case. In the browser, we had three-click aspirations. On mobile, we’ve changed that to three swipes for the user to see the clearly understood and interactive button or call to action. - Gavin McMurdo, IStreamPlanet

4. Keep your operating systems and applications up to date.

One best tip for companies trying to improve their mobile sites’ performance or UX is to ensure that all servers are running the latest operating systems and applications. Frequently patching and updating the underlying infrastructure of mobile sites will provide the latest features and the most-up-to-date security posture, mitigating known vulnerabilities that might be exploitable in the wild. - Bob Fabien ZingaDirectly, Inc./U.S. Navy Reserve

5. Invest in progressive loading.

Progressive loading (a.k.a. lazyload) can help capture your users’ attention quickly by allowing your website to show meaningful content as soon as possible. From there, load in advance what your user will see next. By continuing to prioritize the loading of resources according to when your user will need them, the entire experience will feel much snappier. - Amy Czuchlewski, Bottle Rocket

6. Know your audience and which devices they use to interact with you.

As an enterprise business-to-business SaaS solution, we looked at our data and found that 95% of our visitors are on desktop. Because of that, we focus on the desktop first. If your data says mobile devices are what your visitors primarily use—which is typically true for business-to-consumer products—then really focus on a solid mobile UX or an app. - Richard Kahn, Anura Solutions, LLC

7. Get right to the point with your message.

A lot of mobile development focuses on UX, which is incredibly important, but the message is king. Spending as much or more time on immediately and effectively getting your most important messages to your audience is vital. UX plays a role in this. But having UX and your content/messaging strategy work in unison is the Holy Grail of mobile development. - James Draper, Bidstack

8. Understand the difference between responsive design and mobile-first design.

There is a difference between a responsively designed platform and a mobile-first platform—and the distinction is important. Most companies focus on compliance and the ability of their platform to respond to a smaller form factor such as a phone. Mobile-first design asks, “How do the needs of people differ when they’re using a phone?” Mobile-first considers that features may differ on mobile versus desktop. - Pierce Brantley, Cytracom

9. Make decisions based on data, not trends.

When you decide to make changes or improvements to your mobile site, don’t just stick to the “latest trends.” Make decisions based on the real data you’ve collected on how your users or site visitors interact with your website. Measure first, then optimize. - Ivailo Nikolov, SiteGround

10. Decouple your mobile strategy from your desktop strategy.

Website strategy for mobile should be totally decoupled from your primary website, with only the message and brand being constants. What you’re trying to say has an impact on the potential direction your team can take the design. Accessibility is not really front of mind—most often, mobile visitors appreciate content that speaks to them literally. Animations and voice-overs keep you in control. - Raymond Hicks5thColumn Inc.

11. Design your site based on your customers’ behavior.

Know your customers. Learn and analyze the way they use your products. Which browsers, which devices and which platforms do they prefer? Do they usually use the product during the day or at night? Do they prefer a horizontal (tablet) or vertical (smartphone) view? All these factors should help you design a better product that best suits your customers. - Ariel Rosenfeld, 3d Signals

12. Keep the design clean.

Minimalism is the word when it comes to smaller screens. Stick with simple one-column designs if you can. Check all elements for redundancy. Be very frugal with information—especially above the fold—but be generous with call-to-action elements. Give links and buttons good breathing room. Similarly, for forms, keep the number of fields to a minimum; use more checkboxes and fewer typing fields. - Vikram Joshi, pulsd

13. Get expert help.

Bring in outside expertise, and make sure your internal leaders are there to be the bridge, not subject matter experts. Be the experts about the business, but let the experts from outside handle the design, as this is what they do day in and day out. We often try to become the SMEs for a “solution” when we should simply be the business SMEs who help and guide the outside experts. - Gene Yoo, Resecurity, Inc.

This article was published on Forbes.com

January 14, 2021

Bottle Rocket Named One of the Top Mobile App Development Companies in Dallas 2021 by Digital.com

Digital.com evaluated 43 mobile application developers in Dallas based on 10 different variables to give you a list of the best mobile application developers in the area. Their reviews of the top 15 mobile applications in Dallas include important information, such as costs, features, and what customers are saying. Below is the list of companies:

This article was originally published on Digital.com

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