February update: A faster and more reliable app

Welcome back to our monthly series on Dialogue’s latest updates! We’re dedicated to enhancing the member experience by continually improving our app based on feedback from you and your members.

Over the past 12 months, we've increased our member experience score by 27%, a clear reflection of our commitment to continuous improvement. Our member experience score captures member sentiment through embedded in-app surveys that appear during key moments of interaction with the app.

This month, we’re spotlighting three improvements that contributed to increasing our member experience score. These updates have enhanced both the speed and reliability of the app for members. Also, as always, we’ll share a sneak peek at exciting updates coming your way.

Let's dive in!

The app opens 5x faster

Members are accustomed to the rapid load times of apps like Instagram, Uber, and Netflix, where even slight delays can lead to frustration, especially during a time of need. That's why we've dedicated effort to making the app experience faster and smoother.

The app now loads and opens much faster, thanks to a new approach where it preloads in the background while not in active use. As a result, members can access the support they need nearly five times quicker than before.

See this improvement for yourself.

Keeping members logged-in

Members would frequently get logged out of the app, creating a barrier to accessing care, especially when members would forget their username or password. Over 3 months, we’ve reduced the frequency of logouts by 45.8% by improving the flow to retry logging in three times before signing members out. This change makes it easier for members to access the app when they need it most.

We’re continually monitoring this and working to further minimize any disruptions to the member experience.

A seamless intake process

During the intake process, members encountered blank screens that prevented them from completing the intake. This caused frustration, as members had to close and reopen the app to restart the intake process.

We’ve now resolved this issue to ensure a smoother, more seamless journey to care! We will continue to monitor this closely to ensure an uninterrupted experience for our members.

Coming soon

Video call improvements*

*Available soon in the Mental Health+, Primary Care, and Employee Assistance Programs.

Very soon, members will experience updates to the video call feature that improve connectivity and resolve frequent glitches. This will ensure members receive undisrupted care, exactly when they expect it.

We welcome your feedback

These updates will make your members' experience smoother, faster, and more manageable, helping them get the support they need, when they need it. As always, we value feedback! If you or your members have suggestions for improving the app, please let us know. You can reach out to your Customer Success point of contact, or members can go to Account > Info & Legal > Contact Us in the app.

Stay tuned for next month’s edition of our product updates!