Case Manager Certification (CCMC) Mobile App Revamp: UX & Ratings Boost
Why CCMC Needed a Modern App for Credentialing
As the credentialing authority for case managers, the Commission for Case Manager Certification (CCMC) relies heavily on digital tools to support exam candidates and credential holders. In 2018, CCMC launched a mobile app to help users prepare for the certification exam and manage access to study resources. However, as technology rapidly evolved, the legacy app began to fall short of user expectations and operational needs.
By 2023, the app had become incompatible with the latest Android operating systems, effectively locking out a significant segment of users. On iOS, limitations with Apple’s promotional code system further strained CCMC’s ability to distribute access at scale, particularly for organizations purchasing licenses for multiple users. The user experience suffered on both platforms, as reflected in poor app ratings and increased refund requests.
It was clear that a modernized, mobile-friendly, and scalable solution was essential, not only to meet current user expectations but also to streamline administrative processes and reinforce CCMC’s reputation as a leader in professional credentialing.
Challenges with the Legacy CCMC Mobile App
CCMC’s existing mobile app, launched in 2018, faced several critical challenges that necessitated a complete overhaul. The app became unusable on Android devices following a 2023 operating system update, leaving a significant portion of its audience unable to access it. Compounding the issue, user feedback highlighted frustrations with the app’s functionality, resulting in poor ratings, 2.65 stars on Android and 2.8 on iOS, undermining its perceived value.
Additionally, CCMC lacked a streamlined solution for distributing the app to organizations purchasing access for multiple users. Apple’s restriction on promotional codes for iOS compounded the problem, with monthly limits often exceeded. These limitations created delays and inefficiencies for CCMC staff, detracting from the overall user experience and the organization’s ability to serve its stakeholders effectively.
Strategic Solutions to Improve User Experience
To address these challenges, CCMC engaged AH’s Web Solutions team to rebuild the app from the ground up, implementing key features to resolve usability issues and enhance value for users. The project focused on three primary goals:
- Modernizing the App: Rebuilding a native mobile app compatible with the latest iOS and Android operating systems to ensure seamless functionality.
- Improving the User Experience: Expanding the app’s capabilities to include a larger pool of randomized questions for exam preparation and introducing a more intuitive interface for users.
- Introducing a Web App: Developing a companion web application to streamline access for organizational users and reduce administrative burden on CCMC staff.
The web app integration proved to be a game-changer, enabling staff to manage access directly through CCMC’s Association Management System (AMS). With a simple checkbox selection, users could be granted app access using their existing website credentials, eliminating the need for cumbersome promotional codes.
CCMC Mobile App Development: Timeline, Features, and Collaboration
The revamped app launched on August 19, 2024, delivered on time and within budget. Key phases of implementation included:
- Native App Development: Creating an app optimized for both iOS and Android platforms with
- enhanced features and improved stability.
- Web App Integration: Building a browser accessible web application that mimics the functionality of the native app, ensuring accessibility for users on various devices.
- Feature Enhancements: Expanding question randomization across all categories and improving the administrative interface for managing app access.
Throughout the project, AH maintained close collaboration with CCMC to ensure the final product met the organization’s needs and expectations.
Results: Increased Downloads, Ratings & User Satisfaction
The revamped app has delivered measurable improvements:
- INCREASED ENGAGEMENT: Over 2,890 downloads of the iOS app, a 16% increase compared to the same period in 2023, and 417 downloads for Android.
- HIGHER RATINGS: The Android app rating improved dramatically from 2.65 to 4.33 stars, reflecting a better user experience.
- REDUCED REFUNDS: iOS refunds decreased by 57% (May–July 2024 vs. the same period in 2023), signaling higher user satisfaction.
- IMPROVED ACCESSIBILITY: The new web app has empowered CCMC staff to efficiently manage app access for organizational users, enhancing flexibility and reducing administrative burden.
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