Asadi Lewis Dentistry Brampton Branch
UX Content Strategist and Copywriter
Asadi Lewis Dentistry
Synopsis
Situation
Asadi Lewis Dentistry is a modern dental practice providing comprehensive dental services. As the clinic is situated inside the Bramalea City Centre, there are over five other dental clinics in the same location. With that, they lack the digital presence to attract more patients and improve customer retention.
Goal
Reimagine the client services webpage and design a comprehensive 360 strategy from customer acquisition down to customer retention.
Challenge
Alongside its many nearby competitors, the clinic does not have updated online presence so the team started from scratch. The client also didn't have any existing marketing team to assist in digital strategy.
Exposition
Empathizing with the User
As someone who recently moved to a new country (and is still wearing braces — I know 😅), I relate first hand to how frustrating it can be to find a great dental provider. To better understand the problems we're facing, we conducted the following:
🔍 Current State Analysis to analyze the usability of the website from the users perspective.
🔍 Content Audit to identify content inconsistencies, along with strengths and weaknesses.
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🔍 Competitor Analysis to understand the market position, to benchmark opportunities and keep up with trends.
🔍 Conduct Interviews to assist in building a robust and well-rounded persona.
Who is this for?
The key insights from the initial discovery assisted us in developing our main protagonist. In this narrative, we humanize the pain points with our persona — Emily.
Rising Action
Defining the Problem
After understanding the unique pain points of our persona, the team arrived with the problem statement “How might we, as interactive media professionals, assist Asadi Lewis to attract more patients and improve online presence despite numerous competitors near their physical location?”
By identifying this problem, the team worked in finding a solution to assist the client in attracting new patients and enhancing online presence.
The Climax
Ideation Process
In this phase, the team and I began to collaborate on shaping the narrative. This included planning out content as a conversation (a two-way dialogue between user and product) and mapping the user journey.
In the journey mapping process, we identified key findings:
Opportunity to Provide Engage Information
Provide accessible information
Streamlining booking process
The difference from the current and ideal shows how diverse the opportunity is for lead generation. But it doesn't stop there! They will receive care in different forms, even after they leave the clinic — ensuring that trust, engagement and commitment to customer care is at the forefront of their service.
Proposed Solution
We've struck gold! After a productive brainstorming journey, we uncovered the following recommendations.
Lead Generation: Using social media platforms to showcase information, highlight and provide engaging content to boost online presence.
Website Redesign: Enhancement recommendations for services page & booking page to be added to improve patient engagement.
Customer Retention: Enhancement recommendations in utilizing existing recall strategy to streamline communication and engagement.
Interactive Element: In-clinic interactive tool recommendations for services page & booking page to be added to improve patient engagement.
The Resolution
Executing the Prototype
With the prototype, we were able to do the following:
Build credibility & engagement with potential patients.
Provide accessible information with the enhanced website.
Improve patient relationship and gather feedback using in-clinic QR system.
Project Takeaway
Your problem is your purpose. It’s important to think about the problem you’re facing as this sets the foundation for your project.
Follow one narrative to ensure you’re solving the problem correctly. This allows focus and alignment with your goal
Great storytelling flows like a river. It should be natural and effortlessly guiding your audience through the narrative.