Dental professionals are drawn to the Kois Center because it provides world-class education and experiences — and the Kois Center team delivers with five stars all around. Unfortunately, the legacy registration system fell short of the experience and expectations for students as well as staff. In fact, the time it took staff to maneuver through workarounds in the legacy system was detracting from the Kois Center’s high-touch business model.
Our user research team began the project by spending time at the Kois Center to fully understand the processes, culture and challenges everyone faced. Contextual inquiries set the stage for qualitative interviews, journey mapping and goal setting. As the team learned about pain points and the complexities of the legacy system, it became clear that the Kois Center needed a solution that would be optimized for flexibility, service and personalization.
The resulting recommendation: A decentralized system that integrates best-in-class technologies and enables the team to swap out technologies as needed.