CSL Plasma
CSL Plasma
Client: CSL Plasma
Lead product designer
B2C/ Mobile app/ BioTechnology
6 min. read
Redesigning the booking system led to a 50% increase in bookings.
Redesigning the booking system led to a 50% increase in bookings.
Redesigning the booking system led to a 50% increase in bookings.
Overview
CSL Plasma is a prominent plasma collection company that operates as a subsidiary of CSL Behring, which is part of the global biopharmaceutical company CSL Limited. The current mobile app offers financial rewards for each donation, and all rewards are saved to a total balance within the app. This balance can be used for purchases or withdrawn as cash.
Overview
CSL Plasma is a prominent plasma collection company that operates as a subsidiary of CSL Behring, which is part of the global biopharmaceutical company CSL Limited. The current mobile app offers financial rewards for each donation, and all rewards are saved to a total balance within the app. This balance can be used for purchases or withdrawn as cash.
Key Challenges
One of the business objectives was, how to speed up the donation process upon arrival at the donation centre, reducing cancellations and ensuring that booked appointments were not missed.
User-centric focus: Simplify the mobile app booking flow by addressing users' unique needs with intuitive design and seamless feature integration, enhancing the overall experience.
Legacy System Challenge: Modernise the outdated design of the booking flow on the mobile app and integrate new features, all while preserving its current capabilities.
Scalability: Ensuring the native mobile app efficiently handles high volumes of bookings while maintaining stability and performance.
One of the business objectives was, how to speed up the donation process upon arrival at the donation centre, reducing cancellations and ensuring that booked appointments were not missed.
User-centric focus: Simplify the mobile app booking flow by addressing users' unique needs with intuitive design and seamless feature integration, enhancing the overall experience.
Legacy System Challenge: Modernise the outdated design of the booking flow on the mobile app and integrate new features, all while preserving its current capabilities.
Scalability: Ensuring the native mobile app efficiently handles high volumes of bookings while maintaining stability and performance.
Goal
The goal was to create a more efficient and user-friendly booking journey that reduced appointment cancellations, enhanced user experience, encouraged existing users to regularly rebook donations, and speed up the overall donation process.
The goal was to create a more efficient and user-friendly booking journey that reduced appointment cancellations, enhanced user experience, encouraged existing users to regularly rebook donations, and speed up the overall donation process.
What I did
Research and analysis
User flow
Wireframes & prototyping
Mockups
Users testing
Redesigning design system
UI designs
Stakeholders management
Supporting the team
The Team
2 Product designers
Head of design
Scrum master
Product owner
Business analyst
Dev team
2 x Stakeholders
Impact
The main success of the app led to app release in Germany and Hungary.
50%
Reducing waiting time up on arrival
50%
Reducing waiting time up on arrival
50%
Reducing waiting time up on arrival
35%
Decreased last-minute cancellations
35%
Decreased last-minute cancellations
35%
Decreased last-minute cancellations
26%
Increased of donors
26%
Increased of donors
26%
Increased of donors
