Raising the benchmark for patient care through a transformed customer experience

Strategy
Digital Platforms
Automation
Websites
Client
MoleMap
Year
2020 - Present
What?
Workflow Mapping
Customer Experience Audit
Research and Analysis
User Experience Design
Prototyping
User Interface Design
Technical Architecture
Front-End Development
Telemedicine Services
Customer Portal
Digital Automation
Digital Platforms
Maintenance
Ongoing Support
Cloud Hosting
Back to Impact

The opportunity

MoleMap is New Zealand’s leading skin surveillance business and has been helping people monitor their skin and detect early signs of skin cancer for more than 20 years. With nearly 100 clinics across New Zealand and Australia, MoleMap are pioneers in this space, developing a proven mole-mapping methodology to detect melanoma and other skin cancers early - when they’re most treatable. 

MoleMap utilises a lot of technology to run their business. But many of their systems were outdated and unable to be integrated to provide a cohesive online experience for their customers.

This created a number of challenges for the business, including increased support needed from their customer care team, an inability to provide personalised journeys for customers, and slower delivery of patient reports.

With the advent of COVID-19, these problems were compounded, and accelerated their now-urgent need for digital transformation. We had already worked with MoleMap on transforming their website, so naturally we were brought in to help. 


The solution

Our solution began with a comprehensive discovery process, mapping out the entire MoleMap customer journey and business processes from beginning to end.

We then worked in collaboration with the MoleMap team and their partners to design an entirely new workflow, keeping in mind the phasing that was required to move from their legacy systems.

A key part of this was designing an entirely new customer portal, called MyMoleMap, which acts as a personal online hub for MoleMap’s patients, allowing them to make and change bookings, upload photos of their moles and book in a SpotChat with Melanographers (MoleMap’s free telehealth consultation service). In its first year, over 45,000 patients registered with the system and over 3,000 SpotChats were conducted within the system.

On top of this, we redesigned the reporting process, adding this into MyMoleMap, and allowing patients to view their confidential and interactive online reports, much faster than their previous process allowed.

Furthermore, we also designed additional portals: one for pharmacies, to allow quick capture of moles in local pharmacies, and an enhanced doctor portal that gave GPs easy access to their patients’ reports.

Lastly, we designed a new in-clinic application for Melanographers to allow them to more effectively and productively run sessions with their patients.


The transformation

The outcome? An entirely transformed and improved experience for MoleMap’s customers, a more enjoyable and productive experience for its team and a more efficient business overall.

And as you’ll see below, the results are remarkable.


Flume was engaged to develop and host our website and patient portal. The project involved multiple development partners and we very much enjoyed and appreciated the excellent level of collaboration and responsiveness that the Flume team demonstrated throughout the project.
Johan Vendrig
Chief Information Officer
But success isn't without results...

They came to us for a website, what they got in return was so much more

The impact report
45,000

people signed up to the customer portal within the first year

3,000

telehealth consults completed within 12 months of launch

8,300

online self-assessments in first year of operation

The services
Customer Personas
A strategic workshop that maps out your key customer personas, their pain points, needs and goals, and strategies to address these.
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Platform Strategy
Successfully launching a digital platform starts with the right strategy, scope and approach – a complex process in which our team is well-practised!
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Customer Experience
Through workshops and talking with your customer and team, we evaluate your customer journey and provide valuable recommendations to step up your customer experience.
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Digital Platforms
Want to launch an online venture, enter a new market, or revolutionise your business using digital? We can take your idea from inception to launch.
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Serverless Websites
Serverless websites are the crème de la crème of digital assets, helping your business to be more secure online, reduce maintenance and serve high volumes of traffic.
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Custom Websites
If your requirements are a little more complex, or you need to integrate more deeply with third party services, then a custom website is the way to go.
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Digital Automation
First we’ll throughly learn how your current business operates, then we’ll scope, create, design and implement your far more efficient, automated business.
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Systems Integration
Integrated systems save time, reduce human error and allow you to access data in real time. Ask us to design and build an integration service that synchronises your systems.
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