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A mobile-first health companion app designed to empower Indians with autonomy over their personal and family health. Acting as a centralized hub, the platform enables users to manage medical records, care plans, and health data seamlessly. Based in Maharashtra, India, this healthcare app is entering the digital health and wellness market with a commitment to total privacy, clear answers, and zero judgment in healthcare management.
As a first-time market entrant, the company needed to ensure their customers would have the best possible experience from day one. The app launch strategy involved three critical phases: internal testing to monitor app performance and user behavior, external testing to gather real-world insights, and a live launch to deliver a seamless experience at scale.
Before implementing DevRev's PluG session analytics, the company faced significant challenges in preparing their app for market launch. As a new entrant in the competitive Indian healthcare app space, the team had zero tolerance for bugs, usability issues, or performance problems that could erode user trust in such a sensitive domain.
Managing a three-phase launch required careful coordination, as each phase demanded unique insights. From internal testing feedback to real-world user behavior. Having detailed data at each stage was essential to guide optimization and ensure a smooth launch.
Traditional analytics tools proved inadequate for the depth of understanding they needed. They couldn't pinpoint exactly where users struggled during their journeys through the app. Customer information and user behavior patterns remained invisible, making it difficult to identify which usability issues to prioritize. The team had no way to visualize specific user sessions or understand the context behind user drop-offs and confusion points.
Without the ability to see exactly what users were experiencing, we were at risk of launching with critical issues that could undermine trust before we even had a chance to build it.
Perhaps most concerning was the inability to ensure a seamless experience during the live launch. Without real-time monitoring capabilities, the team would have no way to quickly identify and resolve issues as they emerged with actual users at scale.
The company chose DevRev's PluG session analytics after recognizing that traditional analytics couldn't provide the session-level visibility they needed to succeed. Unlike standard analytics tools that only show what happened, PluG showed them exactly how and why it happened through visual session replays and behavioral insights.
The implementation was straightforward and aligned perfectly with the three-phase launch strategy. PluG seamlessly integrated into each phase, providing increasingly sophisticated insights as the app moved from internal testing to external testing and finally to live launch.
During internal testing, session recordings revealed exactly how testers navigated the app, uncovering unexpected workflows and edge cases that would have been impossible to catch through traditional monitoring. The team could watch sessions unfold in real time, identifying technical issues and usability problems before they reached external users.
As the company moved to external testing with real-world users, PluG's behavioral insight capabilities became invaluable. The team analyzed session data to understand how actual target users interacted with health management features, discovering friction points that had been completely invisible during internal testing. These insights drove data-driven feature refinements based on authentic user behavior rather than assumptions.
Key implementation highlights included real-time session monitoring that caught issues immediately, eliminating the traditional lag between problem occurrence and detection. The visual replay functionality allowed the team to see exactly what went wrong and when, dramatically reducing debugging time. AI-driven insights helped identify patterns across multiple sessions, revealing systemic issues that individual user reports would have missed.
PluG gave us visibility we didn't even know was possible. We could finally see our app through our users' eyes and fix issues before they became problems.
For the live launch phase, PluG's continuous monitoring capabilities ensured smooth scaling. The team leveraged session insights to optimize performance in real time, quickly addressing any issues that emerged with production traffic. This proactive approach gave the company the confidence to scale knowing they had complete visibility into every user interaction.
The company has achieved remarkable improvements in their ability to deliver an exceptional user experience. The implementation of PluG session analytics has transformed how the team approaches quality assurance and product development.
The most significant transformation has been the shift from reactive to proactive issue resolution. By identifying and resolving usability issues before they could impact user satisfaction, the company minimized the risk of poor first impressions that could have damaged their brand reputation in the competitive healthcare market.
Operational efficiency has increased dramatically through faster iteration cycles. The team reduced debugging time by seeing exact user sessions rather than relying on user reports or trying to reproduce issues manually. They moved confidently through each launch phase with validated performance metrics, eliminating the uncertainty that typically plagues new product launches.
The quality of the user experience itself has improved measurably. Data-driven feature refinements based on actual user behavior created smoother app performance across all critical health management workflows. The team built a foundation of trust with users through a reliable, intuitive app experience that met the high standards healthcare applications demand.
Development and product teams now operate with complete alignment around real user data. They prioritize bug fixes and features based on actual impact on user journeys rather than hunches or assumptions. Session replay capabilities have virtually eliminated the time previously spent trying to reproduce reported issues.
With PluG, we're not just launching an app—we're ensuring every user has an exceptional experience from their very first interaction. The visibility it provides has been invaluable in helping us fine-tune every aspect before scaling.
