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Byte

Fixing a Disastrous NPS Score With a Mobile App

DTCProfitabilityMobile App

Background

Byte had recently grown significantly during the COVID boom, but had done so unprofitably due to servicing costs, and with an end-of-treatment NPS of 3. The outcome we were driving was clear, and we were quickly aligned on a mobile app to get to that outcome. I led the 0-1 build of the app which ultimately bridged our gap to profitability and played the primary role in increasing Byte's NPS to 38.

Smile Progress Tracker
End of Journey Splash Screen

What I Did

  • Helped stand up and lead a new development team and clarify early architecture decisions based on user needs and business outcomes.
  • Managed the development of the app as well as internal tooling needed to service customers using the new smile tracker features.
  • Ran user acceptance testing sessions to ensure camera capture UX was intuitive and user friendly.
  • Worked with data team to ensure that we had a rich set of analytics and insights to track KPIs on day 1.

Outcomes

  • Bridged the company to profitable and increased NPS from 3 to 38.
  • Optimized the onboarding flow to achieve a 90% download and onboard rate among active patients.
  • Drove down servicing costs by 40% and CAC by 10%.
  • Maintained a 4.7 star reviewed rating across over 20,000 reviews.
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