Multiple Dev Projects for Large Health Care System
- Mobile App Development
- $200,000 to $999,999
- Oct. 2016 - Aug. 2017
- Willing to Refer
“I can’t imagine a better app development company.”
- Dallas, Texas
- 10,001+ Employees
- Phone Interview
Bottle Rocket built a non-traditional patient portal app with features to increase engagement and add value. In the discovery process, features with the highest impact and easiest implementation were selected.
Industry leaders evaluated the app as being ahead of its time and possibly the best in the nation, and consumer-testing results were in agreement. Bottle Rocket’s experience and expertise shine in delivering top quality and execution, and their strong customer focus complements their abilities.
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
Baylor Scott and White is a nonprofit healthcare system in Texas. Our reach includes the Dallas/Fort Worth metroplex and central Texas including Waco, Temple, and Austin. I’m the director and general manager of the digital health office.
OPPORTUNITY / CHALLENGE
What challenge were you trying to address with Bottle Rocket?
We’ve used them for multiple engagements, but the primary engagement was for our patient portal. We wanted to create a unique ecosystem that created value and was a differentiator from our competitors.
If you look at the healthcare landscape, patient portals are mirror images from one healthcare system to the other based on what type of Electronic Health Records (EHR) you have. For example, if your EHR is Epic, then your patient portal is called MyChart. A lot of our competitors are on Epic so patients would have the same patient portal regardless of where you went. For us, we wanted to create more than just the standard. We wanted to add additional engaging features that set us apart from our competitors.
What was the scope of their involvement?
We explained to Bottle Rocket what we were trying to accomplish. We wanted to create an app that increases engagement. We worked with their strategist to set up a mission statement and guiding principles for the app. We brought our teams together for working sessions including going through current journey mapping for different types of patients. Then we looked for opportunities in those journeys where our patient portal or our app could solve a problem. Maybe we wanted to send a push notification to a patient the day before their appointment to remind them. Or we could push educational content in the mobile app so the patient can be aware of how to better handle and control their conditions.
We had approximately 90 features that we liked based on user journeys and stakeholder and consumer interviews. Then, we talked about the feasibility of implementation and the impact to the consumer and rated them by highest impact and easiest feasibility to implement. That narrowed the scope of features down to 10.
Then they brought in a designer, and we told them what apps we liked that they could look at. We wanted to be unique so we gave the designers flexibility to use their creativity to come up with their own design for our app. Their designers came back to us on a weekly basis to show us modules of the app and to get our feedback. They came back with multiple options that we loved. They talked about what they liked and didn’t like about those to give us feedback.
If we didn’t love some of the designs, they were quick to bring in other designers free of charge. They’re customer-focused and I was very pleased with how they handled that.
What is the team composition?
We had a project manager, account manager, senior strategist, and another strategist. There was one strategist who oversaw the entire department, and the other strategist was the primary leader. We had a designer, and when we did our focus studies and testing, there was another resource for that process.
How did you come to work with Bottle Rocket?
Three years ago, we were interviewing mobile app development companies. We talked to companies that had hired agencies to develop mobile apps about who they recommended. One healthcare system that we highly respect told us to look at Bottle Rocket. They were located close to us, and we interviewed them. We were very impressed with their people and their portfolio. If you look at who they’ve developed apps for, they have significant experience.
How much have you invested with them?
We have spent between $200,000 and $1 million.
What is the status of this engagement?
We started working on this project with them in October 2016, and their portion was completed in August 2017.
RESULTS & FEEDBACK
What evidence can you share that demonstrates the impact of the engagement?
We took the app to one of the largest healthcare systems on the West Coast 2 weeks ago, and their CDO [Chief Digital Officer] told us that when we execute it, we will have the best app in healthcare. Another very large healthcare system in the Midwest said that we will be years ahead of other healthcare systems.
Consumer testing is done after prototypes are developed which use a 7-point scale to rate usability and flow. Our app rated 6.8 on a 7-point scale. That shows the quality of their work. The consumer testers are from many demographics. It ranked highly in comparison to the apps that they’ve created; other apps have ranked in the 95th to 96th percentile.
How did Bottle Rocket perform from a project management standpoint?
They’re really strong. In both engagements we’ve had with them, the project managers have been fantastic. I don’t say that lightly because I used to manage project managers. We used a tool called Confluence, which updates constantly where we added comments and approved their work.
Most of our correspondence was done in person because we’re so close to their corporate offices. We chose to go there more often so we could unplug and focus, and they were more than willing to travel to us as well.
What did you find most impressive about them?
Their quality is impressive. Everything we’ve received from them has been top-notch. I equate it to going to a Mercedes or Lexus dealership. You expect quality. You’ll pay for it, but quality is what you get. Bottle Rocket isn’t the least expensive, but they provide good, quality work that sets their clients apart. That includes the design, project management, account managers, etc.
I rarely see hospitality in organizations, but that is another one of their strengths. It feels more like a partnership than a vendor relationship. They’re constantly inviting us to events at their place. They bring in speakers and send us articles about things they’re learning that can help us. We have a great relationship.
Their account manager is good at staying on top of things. They make sure they’re meeting all of our needs.
Their execution is another strength. When we set a timeline, they hit it even if they had to pull in additional resources to do so. We didn’t see any scope creep or additional charges. They brought people in and got the job done.
Are there any areas they could improve?
Do you have any advice for potential customers?
I can’t imagine a better app development company. Bottle Rocket has things they’re really good at. We were able to stretch their capabilities by asking for just strategy instead of strategy and development. That was something they hadn’t done, but they were willing to work with us to figure out a model to make it work. We’ve also asked for QA support, and they’ve been willing to work on different models. My advice would be to find out what makes sense for your company, and Bottle Rocket will work with you to figure out how to meet your goals. Don’t be afraid to ask them questions.
Service & Deliverables
"Everything was top-notch. Even in the earlier stages when we negotiated on design and wireframes, they listened to us and brought people in to make our experience a 5."
On time / deadlines
"We asked for a lot and didn’t get everything we asked for, but we knew that we would have to give and take going in. Bottle Rocket accomplished 95% of what was most important to us."
Value / within estimates
"You pay for quality. At times, they can be expensive, specifically for quality assurance. I question that piece of it, but for strategy, design, and development, you get your money’s worth."
Willing to Refer5.0