UBITurn any surface into a customer

interaction experience

Confidential – Do not circulate

UBI @ Kaya skin clinic

Value proposition for Kaya Skin Clinic and

Potential Applications

Current Process @ Kaya

Person at the counter takes all details

He/she talks about the details on whom

to contact, gives them an appointment

time etc.

He/she clarifies any specific issues

customer may have

Current state of Kaya

Customer dissatisfaction in certain cases.

Online forums on Kaya

Perceptions Online

Perceived quality of people: poor

Treatment seen as unfruitful.

“Over-commit, under-deliver”

Desired State for Kaya

Customer trusts the quality of service and is assured of a good service.

Build reliability, assurance, empathy, responsiveness and tangibles

Desired State for Kaya

Build this through “assisted self-service” while visiting the clinic

UBI ideal for this purpose

UBI @ Kaya skin clinic

Up sell and

cross sell

UBI services

and

products

Use Kaya’s

captive

audience

Improve

Kaya’s

online

forum

responses

Spread

customer

delight

Enhance

customer

experience

Data

analytics

Automate

services

UBI

Stages of customer interaction

in a clinic

RegistrationCustomer Stage

Registration

Self registration at

centre

Search for

information on

treatments

Effective

communication

through multimediaUBI can be deployed on the counter

or on wall

Registration applications

Self registration

� Customer has to come to the counter to register

her current appointment with the doctor. If

counter is busy he/she will have to wait. Process

maintained by people on the ground.

� With UBI, customers with prior appointments can

come in and show his/her Kaya card in front of

UBI to register their current appointment.

� Helps basic selling of kaya services to casual

customer

� Receptionists are not trained to answer all

customer queries. Even casual customers

are directed to the doctor

� Customers will be able to quickly learn

about Kaya's basic services using UBI's

interactive application.

Basic Selling

Up sell and cross sell Kaya services

�Existing solution

�Doctor relies upon Brochures /Pamphlets

�Proposed solution

�Multi-media presentation can be used

�Content can be filtered to the customer’s needs

�Published data / reports can be presented to set the

expectations right in the customer.

Sell Better

WaitingCustomer Stage

Waiting

UBI can be integrated over existing infrastructure

Enhancing customer experience

“Customer will have to rely on personal

entertainment / magazines placed on the

table”

Proposed solution

“Kaya channel”A set of interactive services for infotainment

Waiting Applications

Kaya channel

Kaya PlayAugmented reality applications using UBI’s inbuilt camera.

Users may try on new hair styles, colors, Virtual mehendi etc.

Kaya ExpertRead articles/videos posted by Kaya’s doctors in their blogs

Kaya ReadRead online versions of popular magazines

Kaya Shout – A set of services that will connect the user to

social networks, online forums etc. These are a set of services

for sharing information made available through Kaya channel.

“Powered by Kayaclinic.com” - Users can

post links of Kaya applications, magazine/

blog articles to their social networks.

Kaya Shout

“Helps capitalize on a captive audience. Information

relevant to the customer/location can be shared.”

� Customers can chat with other clients/doctors

while free.

� Events/themes/messages subscribed by Kaya and

its people can be propagated.

� Special offers for Kaya privileged members/ co-

branded products can be promoted here

� Customers can seek anonymity while discussing

with doctors remotely. Helps eliminate bias.

Kaya Club

Leaving ClinicCustomer Stage

Leaving Clinic

UBI can be integrated over existing infrastructure

Data Analytics

� Records and classifies user searches and customer

communication for later research

� Existing solution:

� Data collection is done through feedback forms, personal interviews,

sales data etc.

� With UBI

� Increases the number of data points

� Helps digitise and analyse content quickly

� React based on customer responses dynamically

Feedback

“Knowledge management on user responses, enquiries can help map

requirements/ expectations better”

Spread customer delight� New customers typically refer to online public forums for

advice

� Too many negative responses about core service. Ex: Only 20%

of mouthshut.com forum users recommend the service at Kaya

Bangalore.

� Good vs Bad : The bad experiences reach the forums. The good

ones don’t !!

� Using Kaya Shout, feedback forms on UBI can be directly

connected to public forums through tie ups with online forums

( ex: mouthshut.com). Note: Kaya has a mouthshut.com

corporate account

Kaya Shout

Improving corporate response

� Current situation: Kaya’s helpdesk issues a standard response

to each negative post. The thread is always incomplete. The

person who posts the negative feedback never responds to

Kaya’s corporate response.

� Sensitivity of staff on publicly available information is

increased with increase in activity

� Improve online customer feedback threads by engaging staff

who are involved in the interaction

� Post-mortem analysis / decisions can be quicker and

improved using information from data analytics.

Kaya’s forum response

� UBI brings in “self-help” to distribute tasks

� Brings a standards-based approach to interaction

� Helps people address concerns without bias.

� Helps record immediate feedback: most valuable

� Helps engage people for longer duration.

� Creates transparency and builds trust.

� Helps give a personalized touch.

UBI – Customer engagement

Solution