Digital Transformation. Customer Experience. Service Design. Product Design.

My Ostomy Journey App

4.8/5* & 4.6* ratings

in Apple & Google store

20k downloads

& user targets met in first year

4.5/5* satisfaction

rating for webchat

“B33 are very knowledgeable, friendly, and always deliver high quality work. Their skills and professionalism, coupled with their very good understanding of our business and internal processes, makes them the ideal partner for service design.”
— Sorin Tudorut
“It’s phenomenal to see the power of design in action, simplifying the user experience and creating a consistent understanding across the team.”
— Paula Kaiser

Overview

We assisted during a digital transformation, helping Convatec strengthen D2C relationships post primary care.  

We were instrumental in designing, launching and delivering two major iterations of the Ostomy Nurse and Patient app apps, as well as driving digital delivery maturity and alignment across a distributed set of teams and suppliers. 

Our expertise in uncovering the truth and motivations within the business and the marketplace allowed us to challenge and invigorate the business case behind these services, as well as the operational processes required for them.

This lead onto a partnership in which we supported the development of a new customer experience based around digital maturity. Guiding the business on ways to nurture customer relationships, drive conversion and build loyalty we enabled effective use of digital channels and the people and processes necessary to support them.

Delivering innovative customer support tools and designing a best in class consent management ecosystem, we accomplished lasting operational efficiencies.

The ask

Help us launch an industry leading Nurse and Consumer app, to build D2C and HCP relationships during our Ostomy Digital Transformation.

What we did

  • Product Design, User Testing and Delivery of two mobile apps, launched in UK and US

  • Service design for mobile apps, webchat, HCP learning ecosystems and marketing consent

  • Customer experience mapping and consultation

  • Redesigned and relaunched both apps in line with Convatec Rebranding

We delivered

  • Ostomy Patient recovery app in US & UK

  • Ostomy HCP (Nurse) product selector app in US & UK

  • Consultation on the Ostomy customer experience and global marketing strategy

  • Launched web chat as first line support in Japan

  • Designed Marketing Consent Management that merged 4 business divisions - Ostomy, Advanced Wound, Continence and Infusion Care

  • Conducted Service Design of a future HCP learning offering

  • Conducted Service Design of concept explored by R&D Innovation

The results

  • 4.5* and 4.6* app ratings in Apple and Google stores

  • 20k downloads & user targets met in first year “Very easy to use. Very informative and better than other brands” - App review

  • 4.5/5* customer rating for Web chat

The project required the following services:

  • We analysed multiple data sets and transformed our research into a visual map that outlined the patient experience from start to finish and highlighted key pain points

  • We interrogated and mapped business processes, highlighting where operations could be improved or there were opportunities to better serve the customer

  • We designed two mobile apps, a consent preference centre, a new privacy policy and web chat.

  • We interviewed patients and HCP to deepen our understanding of their needs and behaviours.

  • With all our knowledge of patients, HCPs and business operations, we were able to steer decisions and align marketing and tech teams on a tech roadmap

  • We worked side by side with tech partners to deliver and quality check each digital solution.

This project was delivered in collaboration with;