Jim Ferguson, Director of Product Management at RVO Health, transformed the manual review approval process by integrating AI, significantly enhancing user experience. Previously, reviews were often stuck in a queue for over a week, leading to inefficiencies and outdated feedback. His team focused on automating this process while keeping it intuitive for users, ensuring that reviews about doctors accurately reflected patient experiences. By capturing insights at the moment of care, the initiative successfully reduced wait times and improved the relevance of published reviews, demonstrating a commitment to refining user experience and operational efficiency.
The initial issue we faced was an increasing backlog of reviews that needed to be vetted properly to align with our editorial standards, particularly for doctors.
The challenge was ensuring that reviews accurately reflected patient experiences with the doctors, rather than unrelated factors like the office environment.
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