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Tempus One is a conversational AI-Assistant that helps oncologists easily access their patient information and streamline treatment across web and mobile platform. After beta launch, I joined the team as the product design lead to help improve the user stickness issue and grow user base.
Team
1 Product Designer
1 Product Manager
1 Operation Manager
1 Marketing Manager
5 Engineers
Timeline
May 2023 - October 2024
Beta launch brings the user stickness issue with low acquisition and retention rate, however, business goal is to grow user base.
Only 54% of advocates tried the product(Positive feedback doesn’t mean usage)
Very few sessions per user
Decreased usage after provisioning
The response success rate is good - 72.55%.
Expand Product capabilities to fulfill user need: Utlizing Gen AI to optimize current customer support related answer
🎉 Success since launch
- 36% of user inquiry are answered by Customer Assistant Agent
- 85.84% success rate
Trusted | Responsible | Auditable | Privacy | Security
Responsible AI
- Be transparent, inform the user the question is answered by Gen AI
- Include usage guidelines to set expectation
Auditability
- Provide source materials for validation
- Setting thresholds to ensure only display of most relevant source materials
Setting Constraints For Conversations
- Setting the scope
- Designating an output format
- Providing actionable next step
Expand Product capabilities to fulfill user need: Enable physicians to order new test, add test into an order, cancel an order, and order test kits
🎉 Success since launch
- Top 2 utilized feature
- Enabling monetization and contributing to company revenue
The unique user base has grown by 685.7%
Monthly active users increased by 48.8%
Retention rate increased from 19.4% to 34.7%
Increased Hub’s MAU using One from 2.3% to 5.49%
