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Uprise

Uprise

Uprise is a preventative mental health solution for businesses that improves employee engagement, retention and performance by enhancing psychological wellbeing. They want to  keep users engage with the platform and promote self care.


challenges

Currently employees and universities direct users to the Uprise platform to promote mental wellbeing amongst their employees and students. The website interface that businesses are presented with is different from interface users who access the services first see. Accordingly, there is a disconnect for users onboarding onto the website as their is not enough guidance on how best to proceed. The booking system is also at a MVP state with little thought on UX and design. This has led to an abandonment from users utilising the current coach booking system.

 

duration

1 week

Project Tools

Sketch, Illustrator, Powerpoint

team

Bowie You, Sakib Jalil, Siv Ung and Suely Lu


The goal

  1. Improve the onboarding experience for new users to the Uprise application.

  2. Encourage users to utilise the coaching system (live chat and phone calls) along with self guided exercises to effectively improve their psychological wellbeing.


1. DISCOVERY AND RESEARCH

Analysis of User Journey

Presented with the business goals and challenges we analysed the current user journey to gain insights into user pain points which might cause them to disengage from the website.

User Journey based on current MVP

Current User Journey

  1. Users receive Uprise marketing emails from their employers/universities

  2. Clicks on the link

  3. Arrives at Uprise webpage

  4. Fills out a mental wellness survey

  5. Asks to create account in order to receive results  

  6. Receives the result via email

  7. Goes back to the website and starts the program

A vast drop-out occurred in the process: 30% of the users would click the link in the email to go to Uprise website, and only 5% remained in the process after receiving the survey result in their emails.

Interviews

To learn more, we interviewed people in the workforce to learn about their experiences with mental health issues and what was important to them. This helped us think beyond the straightforward functional requirements of using an online mental health solution, and really think about how we could address their concerns.

Considerations

Consistent Content and Terminology

Clarity of the content throughout the website using consistent terminology. Ensure the email and the first point of contact of the webpage (sign up and dashboard) clearly outlines goals and benefits of the website.

World Health Survey Constraints

There are certain protocols in survey and form design that need to be adhered, to avoid bias of clients peer-reviewed publications.

Ongoing Engagement

Need to keep users engaged with the website. Through understanding their next steps and how to navigate and progress within the website


2. DEFINE

From our research we defined some key insights from the users

Insights from the onboarding experience

  • Unclear the benefits of using Uprise

  • Concerns regarding privacy

  • The wellness survey results needed to be retrieved by email which took the user away from the website

Insights from the coach booking system

  • Users were presented with too many coaches to choose from

  • Method of booking available times not clear

  • Bookings were not flexible, if user wanted to reschedule their booking it was cancelled

  • Some users wanted to engage with coaches via message before setting up a one on one call


3. DESIGN

Based off our research in order to improve the the onboarding experience and booking a coach system we decided to focus on the following changes to the website:

  • Adding in an onboarding digital assistant to personalise the onboarding experience and outline benefits of using Uprise

  • Improved Wellness results page to give immediate value to the user

  • Revised booking coach user flow

User flow

Uprise User Flow

Solution Ideation with stakeholders

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Prototyping

Paper wireframes were initial created to test the solutions. The paper wireframes were digitised in Sketch to create a clickable prototype.

Usability testing results

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4. RESULTS

At the end of the week we presented the prototype and our findings from the usability testing. We also made recommendations on future areas to investigate and suggested next stages.


5. NEXT STAGES

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TAKEAWAYS

Working under such a short timeline meant we had to prioritise key changes that would give the most value to the client and users. Working closely with the client it was easy for scope creep to occur and we had to manage this by bringing the focus back to original objectives.

Key learnings

Test early and often as key insights can be gained when users have something in front of them

  1. Business goals may not always align with user goals and it is our job to help provide clarity

  2. Navigate conflicting user feedback

Challenges aside, there is a lot of value in focusing on improving mental wellbeing. If we can offer users guidance and show them value in the service they will be more inclined to utilise the offerings. The Uprise team has taken our feedback onboard and will reviewing it for their next iteration of the application.