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 But many of their systems were outdated and unable to be integrated to provide a cohesive online experience for their customers.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.
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 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.
people signed up to the customer portal within the first year
telehealth consults completed within 12 months of launch
online self-assessments in first year of operation