Case Study: Large University Hospitals Health System boosts app adoption and retention with RR Donnelley

Usability Testing Mobile App Drives Adoption

Large University Hospitals Health System worked with RR Donnelley to improve the usability of its new mobile app, UHNow. During development, the health system wanted to thoroughly test the app and gather consumer feedback on how effectively it supported key tasks like finding a doctor and scheduling an appointment.

RR Donnelley Marketing Solutions conducted usability testing with 12 users, mostly current or former University Hospitals patients, and analyzed the results to identify friction points and top app activities. Based on RR Donnelley’s recommendations, the health system removed underused features, streamlined doctor/location search, and improved key icons and calls-to-action. Three months after implementation, app downloads reached 208% of the client’s initial goal, iOS retention was 14% above marketplace averages, and the app saw stronger engagement around appointment searches, location searches, and provider discovery.