Patient response time down 84% at KeepSmiling

The challenge

KeepSmiling leads the transparent aligner market, but treatment management was spread across five internal teams — 3D printing, orthodontics, marketing, technology and finance — each with its own handoffs into the patient journey. Every extra interaction added delay between a patient's request and a clinical answer. The company needed digital acceleration without breaking a process that runs real treatments.

How we delivered

1. 01

   Research before build

   user interviews across the five teams mapped where interactions between groups and patients were unnecessary, and which ones actually moved a treatment forward.

2. 02

   One journey, one experience

   we designed a streamlined treatment management flow — patient records, clinical history, treatment proposals with approve/reject, and structured study uploads — so coordination happens inside the product instead of around it.

3. 03

   Role-specific surfaces

   orthodontist-facing mobile app and admin web console share the same data model, with referrals, required actions and treatment stages visible per role.

4. 04

   Product lifecycle over launch day

   we set up a delivery cadence that turns customer feedback into shipped changes, treating launch as a checkpoint rather than a switch.

5. 05

   Seniors own the outcome

   AI accelerated production work while senior designers and engineers held the clinical and architectural decisions.

The outcome

Patient response time dropped 84%, and the time to ship a new feature went from 12 weeks to 2 — meaning feedback from orthodontists and patients now reaches production inside the same treatment cycle it came from. Five previously separate teams now operate against a single patient journey. The engagement has run for 1.5 years, with \[falta: current status / scope of ongoing work].