How Medtech Companies Can Improve User Experience with Userpilot8 min read

Digital‐health adoption exploded during the pandemic, with McKinsey reporting a 78-fold increase between February and April 2020, before things settled back into a steadier growth curve.

Yet one glaring challenge remains: healthcare apps struggle to keep users engaged. In our 2024 benchmark, Month-1 retention for healthcare sits at just 34.5%, fully 12.4 points below the 46.9% average across industries and last in our study.

There’s huge upside if Medtech teams can close that gap, and this article will show you how Userpilot can help improve activation, deepen engagement, and boost retention.

1. Onboard and train users

The average activation rate for medtech companies is 23.8%. That’s low when compared with the overall average of 37.5%.

The main culprits?

• The strict regulations surrounding medical devices.
• Complexity of integrating new devices into existing healthcare workflows.
• The fact that most Medtech solutions require specialized knowledge and training to operate.

With Userpilot’s flow builder, you can create interactive onboarding flows to address these issues, especially the last point about specialized knowledge.

For example, you could:

• Equip ICU teams with step-by-step walkthroughs so nurses can confidently use life-support dashboards in under ten minutes.
• Create tailored user journeys based on specific conditions. For example, guide a newly diagnosed cancer patient through their treatment portal with different information and steps than someone using the portal for a routine check-up.
• Implement structured training flows for medical device operators that teach required competencies and automatically document their progress.

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2. Personalize care and experiences

Most patients only use medtech tools a few times a year, so there’s always that anxiety with navigating products after a long while.

Instead of leaving users to themselves, Userpilot lets you collect behavioral data and use that to continue shaping their product experiences, ensuring they never get lost.

How?

• Personalized support: You can create segment-specific knowledge bases filled with FAQs, interactive tutorials, and a chatbot that helps users solve problems in real time.
• Contextual messaging: With Userpilot, you can build UI elements like tooltips, modals, and slideouts that trigger based on a user’s behavior. For example, you can trigger a slideout with troubleshooting tips if a user repeatedly clicks on an error message, or a modal offering more information when they hesitate on a critical input field.
• Push notifications: If you have a mobile app, you can create personalized push notifications that deliver at the right time. Userpilot also has an AI-powered localization feature that lets you address the user in their native language for improved engagement.

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3. Enable proactive health monitoring

It’s common for patients to forget to record their medical data before appointments. But what if you can create proactive reminders and guide them through an easy way to do it?

Userpilot lets you fire off those reminders in-app, via mobile push, or by email. And without writing a single line of code, you can build interactive flows that walk users step-by-step through data entry, making the process intuitive and far less intimidating.

All of this equips care teams with richer, more timely insights for treatment decisions, which in turn drives retention because patients see the ongoing value of your product.

4. Track real-time usage patterns during critical procedures

Even with detailed onboarding and a rich knowledge base, your users can still struggle occasionally.

And we all know how those moments go: Users don’t always explain issues properly. This makes it difficult for your support team to understand the problem or for engineering to roll out an effective update.

However, with a session replay tool like the one Userpilot provides, all your customer-facing teams have to do is request the specific timestamp or user ID associated with the reported issue, then jump straight into the user’s exact steps (see example below).

This real-time data tracking helps you resolve customer issues faster and identify recurring patterns or bugs that could lead to churn.

Worried about regulatory concerns? That’s perfectly understandable. But here’s the thing: session replay doesn’t actually record the user’s screen content in a video format. Instead, it captures and visually reconstructs the user’s clicks, hovers, and form inputs.

Userpilot is also designed with privacy in mind and doesn’t capture sensitive data like patient names or personal IDs. Another advantage of session recording with Userpilot is that your team can collaborate in real time.

You can leave comments at specific points in the recording and tag the person in charge. For example, if there’s a bug, a support agent can tag an engineer directly within the recording at the exact moment the error occurs:

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5. Discover how patients and providers are using your tool to streamline the processes

Userpilot allows you to conduct path analysis to understand how users are completing tasks with your tool.

After generating this analytics report, you can dig further and see if users are sticking to the “happy paths” you designed, or if they’re improvising less efficient ways to achieve their goals.

Based on this insight, you can create dedicated flows to streamline your in-app processes and significantly improve the overall user experience.

For example, if path analysis reveals that medical staff consistently take a long path to input patient vitals, you could build a simple flow that guides them directly through the necessary fields, saving valuable time during busy shifts.

6. Identify patient portal drop-off points

Drop-off points are specific stages where users abandon their progress before completing a task. They often signal usability issues, unclear instructions, or a lack of motivation.

Userpilot can help you track these points in the user flow, investigate further, and provide tailored solutions.

For example, if you find that users are abandoning medication refill requests, that could be because the form is too long or confusing, they can’t find their specific medication, or they encounter an error during submission.

After isolating the root cause, you can use Userpilot to create in-app guides or checklists to offer contextual help.

7. Collect feedback and prioritize development

Of the seven industries covered in our benchmark report, healthcare companies have the second-lowest Net Promoter Score (NPS) of 25.6. The average is 35.7, so there’s significant room for improvement.

With a tool like Userpilot, you can make feedback collection a regular practice, and with time, improve satisfaction and loyalty by acting on user feedback.

The best part? Userpilot provides intuitive tools and templates to make it easy. In just a few minutes, you can build and customize NPS, CSAT, CES, and other survey types. Userpilot’s survey analytics will help you track customer responses, note recurring patterns, and clearly identify key areas for product development and improvement.

Don’t take our word for it. Here’s what Wei-Di Huang has to say after Userpilot helped CYBERBIZ revamp their admin panel and boost user experience:

“Userpilot surveys help us to quickly collect some users. Before this feature, we had to communicate with our account manager and ask them to collect a list of customers and contact them manually. It’s kinda tedious. So after this survey, product managers can leverage Userpilot and create surveys to collect the list of customers.” – Wei-Di Huang, Senior Product Manager at CYBERBIZ.

Drive continuous value for your Medtech solution

Navigating complex regulations, legacy systems, and specialized workflows shouldn’t mean settling for clunky user journeys.

With Userpilot’s all-in-one platform, you can deliver an engaging onboarding experience from the get-go and continue to provide ongoing value as patients and healthcare providers interact with your solution.

Best of all, Userpilot is built with full regulatory compliance in mind, so you can innovate without compromising patient privacy or audit readiness. Ready to see it in action? Book a free demo with our team today!

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