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Case Study 1

DocToc

Doctoc is a mobile application, designed to improve doctor-patient communication. It allows patients to connect with healthcare professionals, whether it’s for urgent situations requiring immediate attention or for non-urgent matters that can be resolved through text-based communication. The app allows users to make calls or send messages to their healthcare providers, depending on the situation, allowing medical clinics to improve their patient outcomes.

Problem

When Doctoc approached us, they were experiencing a few critical issues that had a significantly negative impact on their user’s experience. 

The primary concern revolved around the functionality of voice calls. Users were encountering disruptions and inefficiencies while making and receiving calls, jeopardizing the app’s reliability in emergency situations. They also faced persistent challenges related to UI and memory handling, which impacted the doctors ability to handle their patients.

Discovery

In order to understand the problem with the voice calls our mobile application team tested the app, exploring various scenarios to reproduce the problem and gain a deep understanding of its intricacies.

They found that the problems did not manifest under specific steps.  The users were experiencing problems sporadically, which made replication a complex task.

We also utilized Firebase Crashlytics to monitor the app’s
performance continuously. This allowed our team to identify and rectify potential issues related to UI and memory handling before they could impact the user experience.

Solution

After conducting extensive tests and code analysis, we were able to identify the underlying issues within the application. To solve the issues, our mobile application team made some changes within the code. They were able to enhance the call handling mechanism so that it functioned  across all conceivable scenarios. This involved addressing instances where calls were not being adequately handled, a crucial oversight that contributed to the reported disruptions.

By tackling the issue comprehensively, we were able to solve the immediate problem for Doctoc while also fortifying the application against potential future issues, ensuring that it would be a  reliable communication platform.

Outcome

Our solution allowed Doctoc to enhance its user satisfaction. We resolved the persistent voice call issue, which led to a marked improvement in the app’s performance and reliability. This, in turn, translated to better user experience and cultivated trust amongst the users, both of which are crucial in the competitive healthcare technology landscape.

The impact of our solution extended beyond the immediate technical fix. Doctoc witnessed a significant reduction in user-reported issues related to voice calls, reflecting a newfound stability in the application. This not only contributed to cost savings by minimizing the need for ongoing support and troubleshooting but also positioned Doctoc as a reliable and efficient communication platform in the marketplace.

Conclusions

Our team improved the app’s performance significantly, through meticulous testing, code refinement, and a proactive approach to performance monitoring. This resolved the immediate challenges while also paving the way for sustained success. The impact was not merely technical; it translated into enhanced user satisfaction, reduced support costs, and a more resilient platform.

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