Brief
Improve customer experience and purchasing confidence by providing detailed, accessible information about each component available with the build-your-own Oral Surgery Pack service. The goal is to empower customers to make informed decisions that suit their clinical needs.
Outcomes
A web-based solution was designed and linked directly to the PDF order form, allowing customers to click on any component to access more information. High-quality photographs and technical diagrams were prioritised, helping users make more confident, informed choices. The result is a smoother, more transparent decision-making process when building custom Oral Surgery Packs.
Problems Solved
Component Ambiguity
Previously, customers had to rely on a single name and thumbnail image to make their selections, often leading to confusion. By building a comprehensive, web-based reference system, I eliminated guesswork and empowered customers to understand and compare options in detail, especially for complex items like patient drapes with specific cut-outs and adhesive zones.
Ordering Errors
With deeper understanding came fewer mistakes. By addressing the root cause of frequent misorders, I reduced the incidence of incorrect selections, errors that previously caused major disruptions due to long, 14-week lead times and costly last-minute changes.
