1. UBI
Turn any surface into a customer
interaction experience
Confidential – Do not circulate

2. UBI @ Kaya skin clinic
Value proposition for Kaya Skin Clinic and
Potential Applications

3. 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

4. Current state of Kaya
Customer dissatisfaction in certain cases.

5. Online forums on Kaya

6. Perceptions Online
Perceived quality of people: poor
Treatment seen as unfruitful.
“Over-commit, under-deliver”

7. Desired State for Kaya
Customer trusts the quality of service and is
assured of a good service.
Build reliability, assurance, empathy,
responsiveness and tangibles

8. Desired State for Kaya
Build this through “assisted self-service”
while visiting the clinic
UBI ideal for this purpose

9. UBI @ Kaya skin clinic
Enhance
Improve customer
Kaya’s experience
Automate
online
services
forum
responses
Up sell and
cross sell
Data
UBI services
analytics
and
products
Use Kaya’s Spread
captive
audience
UBI customer
delight

10. Stages of customer interaction
in a clinic

11. Customer Stage
Registration

12. Registration
Self registration at
centre
Search for
information on
treatments
Effective
communication
UBI can be deployed on the counter through multimedia
or on wall

13. 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.

14. Basic Selling
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.

15. Sell Better
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.

16. Customer Stage
Waiting

17. Waiting
UBI can be integrated over existing infrastructure

18. Waiting Applications
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

19. Kaya channel
Kaya Play
Augmented reality applications using UBI’s inbuilt camera.
Users may try on new hair styles, colors, Virtual mehendi etc.
Kaya Expert
Read articles/videos posted by Kaya’s doctors in their blogs
Kaya Read
Read online versions of popular magazines

20. Kaya Shout
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.
“Helps capitalize on a captive audience. Information
relevant to the customer/location can be shared.”

21. Kaya Club
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.

22. Customer Stage
Leaving Clinic

23. Leaving Clinic
UBI can be integrated over existing infrastructure

24. Feedback
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
“Knowledge management on user responses, enquiries can help map
requirements/ expectations better”

25. Kaya Shout
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

26. Kaya’s forum response
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.

27. UBI – Customer engagement
Solution
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.