Case Studies & Testimonials

Bright Horizons Back-Up Care
Goes Mobile with Anexinet Application

Bright Horizons Logo

The Challenge

Bright Horizons Family Solutions® is a leading brick-and-mortar provider of early education and preschools, employer-sponsored child care, back-up care, educational advisory services and other work/life solutions. The company collaborates with more than 1,100 employers worldwide to build family-friendly workplaces and support today’s working parents.

In addition to its full-service child care centers, Bright Horizons works with companies to provide back-up care services, which parents can leverage if their regular child care falls through. This service offers employees a safety net when any circumstance prompts unscheduled child care needs.

To utilize this safety-net service, parents would reserve care by contacting Bright Horizons’ 24x7 call center or by visiting their website. But frantically visiting a website or filling out forms on a phone is a cumbersome process at best, particularly given the ease of requesting service through a mobile app. Since the company lacked any mobile application development experience, they turned to Anexinet, whose proven expertise in mobile strategy and solutions has also made them an industry leader.

Bright Horizons Logo Bright Horizons App Image

The Solution

Anexinet first began by conducting user-story workshops to determine how most individuals would engage with the mobile application and quickly discovered users were likely to take several different paths when making back-up care reservations. Anexinet determined that it made more sense to focus on addressing the users’ most critical need—booking reservations—rather than try to squeeze all of the ‘bells and whistles’ into the first version of the app.

"Since our users are working parents who are rushing around from meeting to meeting, we wanted to simplify the reservation process and make it a quick and easy task to check off their list. Anexinet was critical to helping us understand how different scenarios would be represented in the mobile app. We knew this was the number one, most impactful area to focus on first.”

—Andrew Williams, Director of Product Management , Bright Horizons

Initially, Bright Horizons was concerned about how many reservations the app would be able to handle. However, after diving into the analytics, they realized people were using the app for reasons other than just making reservations. Many users were double-checking the application to confirm their reservation, cancel a reservation or review their profile information. To complicate matters, application use was much broader than originally anticipated, and requested features needed to be tied into the legacy platform, with the flexibility to pivot to the new design platform already under construction. Anexinet ensured the initial mobile application handled every criteria elegantly.

Bright Horizons App Image

The Results

When first introduced, fewer than 1% of reservations were made via the new mobile application. But growth came quickly.

“Now we lead with our mobile application and a QR code so users can easily download it right at work,” Williams said.”

—Andrew Williams
, Director of Product Management , Bright Horizons

Today, Bright Horizons’ mobile app users can input just about any information needed to build a complete customer profile. New dynamic features have also been added, such as the ability to copy and edit reservations, along with touch ID for thumbprint authentication and GPS to locate the nearest child care center and get directions. A new feature released in the Spring of 2018 allows parents to upload medical forms by simply snapping a photo.

Anexinet knows the success of its clients’ mobile applications drives revenue and helps them achieve their business goals. The user-centric company takes an agnostic approach to user interactions with mobile applications and utilizes multiple entry-channels, native elements and modalities to make every mobile experience as frictionless as possible.

Bright Horizons App Image

This application reduces frustration and friction and literally makes users’ lives easier by not forcing them to call or log-in to the computer. Our customer interactions are seamless because Anexinet focused on making the mobile application as easy as possible to use.”

— Andrew Williams, Director of Product Management , Bright Horizons

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Address: 4 Sentry Parkway East, Suite 300, Blue Bell PA, 19422
Phone: 610 239 8100

Address: 4 Sentry Parkway East, Suite 300, Blue Bell PA, 19422
Phone: 610 239 8100