Business Need: Streamlining therapist consultation booking, enhancing user experience, and centralizing availability.

About SWICA 

• SWICA is one of Switzerland’s leading health and accident insurers, offering a wide range of services, including access to therapist consultations.  

• The company faced challenges with its fragmented booking process, resulting in inconsistent experiences for users and therapists. 

Business challenges 

• Fragmented Booking Process: The existing booking system lacked integration, leading to discrepancies and confusion for users, therapists, and partner networks. 

• Inconsistent User Experience: Users had to navigate multiple platforms to check therapist availability, causing frustration and inefficiencies. 

• Lack of Real-Time Synchronization: Therapist availability was not updated in real time, leading to double bookings and missed opportunities for seamless scheduling. 

• Limited Engagement: The system’s complexity limited user engagement and adoption, with users finding it difficult to quickly access the information they needed. 

SELISE’s approach 

• Platform strategy & requirement definition: SELISE conducted an assessment of SWICA’s current booking challenges, gathering feedback from stakeholders and users. We defined the requirements for a unified platform, recommending a centralized system where therapists could input their own availability, ensuring real-time updates for a smoother user experience. 

• Integration & data synchronization advisory: We implemented a centralized data structure to synchronize therapist availability across different platforms. Partner therapists’ updates were reflected in real-time through seamless integrations, ensuring that users always had access to accurate and up-to-date availability. Additionally, the Unified Directory (UD) was designed to display consistent, synchronized information about therapists, hospitals, and psychotherapists. 

• User experience & engagement strategy: To enhance engagement, we designed a dynamic, searchable directory for users, enabling them to find therapists based on category, location, and availability. The goal was to simplify the booking journey, ensuring a frictionless process that encouraged higher adoption and usage. 

Benefits achieved 

• Unified platform: The new system consolidated all therapist information in one place, improving user convenience and reducing friction in the booking process. 

• Real-time availability: Centralized data synchronization enabled real-time updates for therapist availability, eliminating double bookings and ensuring accurate scheduling. 

• Improved user experience: The redesigned, user-friendly platform increased engagement and adoption by simplifying the process of finding and booking consultations. 

• Future-Proofed Solution: By laying the foundation for future integrations with new healthcare providers, the platform is scalable and ready for future growth.