Dila Medical Laboratory Launches Mobile App for Customer Convenience

Dila Medical Laboratory has recently announced the launch of its own mobile application, marking a significant step in enhancing customer service. According to a statement made to NV Business, the new app was developed in response to the growing demand from consumers for simpler, faster, and more comprehensible access to laboratory services. During the development of this global project for a new service model, Dila, in collaboration with its strategic partner The Gradient, conducted a thorough study of the user journey in laboratory diagnostics, taking into account their preferences regarding convenience and accessibility of the service.

In the preparation for the app's launch, a number of barriers that complicated customer interaction with the laboratory were identified. Among the main issues were complex terminology, unnecessary steps during the ordering process, and not always convenient access to necessary information. This prompted the Dila team to create an intuitive solution that would eliminate these shortcomings.

The Dila app consolidates all essential functions in one place, such as research results, order history, family profiles, and preparation guidelines for visits. One of the key advantages of the new app is the Family Profile feature, which allows users to conveniently manage the research of all family members in one location. This profile is not based on a phone number but on the medical card of each participant, ensuring that the research history is preserved separately for each individual, avoiding confusion. As of today, the family profile already encompasses over 11,000 participants, accounting for approximately 5,000 profiles.

By the end of March 2023, the app had nearly 70,000 users. More than 50% of new online customers transitioned to the mobile app from the web cabinet, indicating its popularity and demand.

The next stage of app development includes the launch of new features, such as installment payments, a referral program, and progress tracking for check-ups. The latter feature will allow users to track the completion of extensive research complexes step by step, significantly easing the process of obtaining medical services.

The General Director of Dila Medical Laboratory, Mykhailo Bohatyr, emphasized the importance of this launch, stating: "We launched the app without a large-scale advertising campaign, and its organic dynamics confirmed that such a service was indeed needed. The core idea of the app is simple: laboratory diagnostics should not be complicated. Choosing a study, viewing results, taking care of family health—all of this should work intuitively and without unnecessary steps. We are just at the beginning of this journey."

It is worth noting that NV Business previously reported on the rebranding of Dila Medical Laboratory, as well as the rebranding of the Dobrobut medical network in honor of the company's 25th anniversary. These changes reflect the active development of medical services in Ukraine and the companies' desire to adapt to the needs of modern consumers.