This document summarizes a workshop held by Dentologie to map out improvements to the client experience. It includes an agenda for the workshop covering introductions, brainstorming sessions on how clients currently experience Dentologie and ideas for improving the experience, and next steps. Key parts of the client experience discussed were how clients feel upon entering the space, how they interact with people and objects, and how the experience can be extended between appointments through digital tools and communications. The workshop generated many ideas for enhancing comfort, engagement, education and the seamless integration of the digital and physical experiences.

1. Mapping the
Client Experience
—
Dentologie Workshop, 01.20.21

2. Welcome
friends!
Goals for the Day
- Get to know each other better
- Share and organize ideas
for the ideal, holistic client
experience
- Have a cool time

3. We have 90
minutes to
get through
some meaty
work.
Our Agenda
- Intros + Warm-Up (10 minutes)
- Heart Hand Mind (30 minutes)
- 5Es (30 minutes)
- Next Steps + Closing (20 minutes)

4. Let’s get warmed up!

5. Hopes + Fears
- Tell us your name + professional super power
- Share one hope you have for this project
- Share one fear #BraveSpace

6. Productive,
positive
collaboration
requires trust
+ an open
mind.
Working Agreements
Practice presence.
One voice at a time.
Build, don’t break.
Land the plane.

7. Heart Hand Mind:
Imagining the Ideal Client Experience

8. Heart Hand Mind
- Hany
- Suhail
- Oussama

9. Heart
What objects or interactions
happening in the retail space make
people feel comfortable, curious and
engaged?
- ppl walk in will be greeted warmly;
- met where they are vs employees where they are (not
typical dental where you go to front desk vs opposite)...
- take in the space and experience, this is already feeling
different;
- Patients are educated before even seeing provider
- Consistency between web + app, from design + content
perspective-- will feel familiar; continuity between
digital and physical
- No reception desk; being greeted
- Energy of staff is felt (should feel natural part of process)
- Naturally exude feeling of the brand
- Patients can observe boxing of brush box
- Familiarity feeling (between web and space);
consistency and cohesion
- Everything is in sync + well-thought out
- Interactions + engagement of staff with clients need to
be positiving; uplifting
- Smiles all around; always makes a difference
- Plant life + warm colors (there’s life in this space)
- Interactive elements with tech (ex. qr codes)
- Presentation of brushbox is curated; there is
engagement while i wait

10. Hand
What can people see, hold in their
hands or interact with? What are the
practical considerations of the space?
- Warm colors; on-brand; plant life
- On wall: grid of all brushbox colors
- Models of before/after teeth (show impact of good care)
- Ipads that shows digital model of smile
- staff presenting brushbox and curating it for patient
- Dentologie ambassadors building boxes in front of ppl wiating
- QR > visualize the experience on patients’ devices (less touch
points)
- Fun Gifs (like the ones on dentologie IG)
- Educational photos + videos with CTA’s; nothing sales-y
- Some models of teeth in cases
- Trying and sampling products
- Multifunctional desk for storage + checkout
- Colors on brand
- Checkout process needs to be considered; consider privacy
- Small space feel like a huge space
- QR codes to engage folks in waiting room educationally; how
do i take care of my teeth; product reco’s...etc
- Space should feel welcoming to all; can sit and not do anything
also; not everyone wants to interact in waiting room
- Seating shouldn't be busy
- Refreshments post covid
- Place shouldnt feel overwhelming like T Mobile; no sensory
overload!
- Designed thoughtfully!

11. Mind
What makes the experience smart
and/or innovative? What can people
learn and how?
- End to end experience is innovative
- App and efficiency of checking in needs to be
seamless
- Opp rooms very generic; more than just tvs and
Netflex; needs to be more personal
- Curated products
- Checkout process should feel smart
- Should feel super innovative for dental
- Should feel we’re elevating the standard (ex app)
- Personalized product reco’s
- At home techniques + after care; lots of untapped
potential for that personalized care (ie brushbox)
- Seamless experience utilizing tech to make
checkout super efficient
- Push notifications; totally paperless; treatment
plans should be accessible
- Qr codes
- Push notification for post op instructions; (what to
expect after extraction for ex)
- HQ videos to see what to use and why > Links to
website > after care
- Much more seamless experience between tech
and dentistry

12. The 5Es:
Mapping the Current Experience

13. The 5Es
- Hany
- Suhail
- Oussama

14. Excitement
How do people currently learn about
Dentologie? What makes them
excited for their upcoming visit?
- Word of mouth; strong referrals from existing
patients (strongest)
- Strong patient retention
- In their neighborhood; they see sign
- Through social media: IG, TikTik; influencers who
post about dentologie (ex tv on ceiling etc)
- What they hear: everyone is real nice +
trustworthy
- Through social: open + welcoming culture; fun
atmosphere; inclusive
- Word of mouth; virtual or IRL
- Visible locations (key locations around chi); wide
visible windows; lights always on
- People can experience space before getting inside
- Beautiful site + personable design + easy
scheduling
- Get to us thru website, social, youtube
- Website transitioning over to the IRL exp
- The app does what it’s supposed to do; smart;
- Friends get them excited
- They saw something “unique”
-

15. Entry
What happens when a patient enters
the space? What do they see, hear
and smell?
- Physical location: subtle speak easy-esque; some
mystery in exterior signage
- Design is thoughtful and is also functional
- Hear good conversation occuring; light music;
there’s always laughter!
- Smell: diffuser in bucktown location! Love!
- What’s out dentologie signature smell??
- Diffuser = money! Huge impact
- Beautiful decor on brand colors from website to
IRL
- Smile faces + plant life (symbolic of interaction
and life)
- Refreshments (post covid)

16. Engagement
How do patients interact with other
people and objects in the space?
What kind of interactions go down?
- Walk into super modern place; clearly more beautiful
than a traditional dental
- 8/10 from space design wise
- Large front desk; they look to find someone; no eye
contact cause receptionist is helping someone or on
phone! (esp busier locations)
- No a lot of itneraction inwaiting rooms except waiting
- Large barrier between person + patient bc large front
desk (staff behind the desk) “ we wanna get rid of the
barriers”
- No a lot of itneraction inwaiting rooms except waiting
- Large barrier between person + patient bc large front
desk (staff behind the desk) “ we wanna get rid of the
barriers”
- Not a ton of engagement now; besides smiles and
friendliness there’s way more to build on that
- Interaction currently is inconsistent but still good
- Staff interaction is phenomenal on good moments
- Checkout is smoother than most; yet still clunky
- Too many touch points to complete checkout process
- Brushbox became a bit more mechanical robotic
experience instead of it being more interactive exp
when leave

17. Exit
What happens when a patient
prepares to leave Dentologie? What
do they leave with?
- Checkout process currently focuses on next appt
- Try not to sell anything at checkout
- Generic; if SS presentation is not thoughtful how
they leave with tray
- Post op patients leave w/ surgical bags; post op
f/u; treatment plans sent to them; new appts
- Brushbox is now just a goody bag called
“brushbox”
- Treatment plan is plain white paper; lays out
procedure; costs + time; not well design; needs to
be more beautiful and “designed”
-

18. Extend
How do you keep the patient
relationship healthy and active
between appointments? How do you
bring people back?
- Re appoint patients; next cleaning schedule
- Very limited interaction
- System send auto bday reminders!
- If they haven’t set up cleaning they get text
reminders
- No newsletters
- Best providers follow up; not auto process but
happens through email; not standardized
- Would love to have a blog like extension of exp;
better home care; thoughts on lifestyle changes
as they pertain to dental care
-

19. Next Steps Etc.

20. We’ve got
work to do!
Coming Up
- Check in with Box +
continue brainstorming
- Refine experience strategy
- Develop cohesive design
direction
- Compile visual inspiration
for branded touchpoints
- Present Friday, Jan. 29

21. Rose Bud Thorn
- Rose: Something you loved about today
- Bud: A new idea you’re excited about
- Thorn: A challenge, concern or mental block

22. Thank you friends!
—
May the sun shine bright on your day.