A preventative mental health solution for businesses that improves employee engagement, retention and performance by enhancing psychological wellbeing. They wanted to keep users engaged with the platform while promoting self care.
Currently employees and universities direct users to the Wellness startup 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.
Sketch, Illustrator, Powerpoint
Bowie You, Sakib Jalil, Siv Ung and Suely Lu
Improve the onboarding experience for new users to the Wellness startup application.
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.
Current User Journey
Users receive marketing emails from their employers/universities about the ‘Wellness startup’
Clicks on the link
Arrives at webpage
Fills out a mental wellness survey
Asks to create account in order to receive results
Receives the result via email
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 website, and only 5% remained in the process after receiving the survey result in their emails.
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.
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.
Need to keep users engaged with the website. Through understanding their next steps and how to navigate and progress within the website
From our research we defined some key insights from the users
Insights from the onboarding experience
Unclear the benefits of using Wellness startup application
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
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
Solution Ideation with stakeholders
Paper wireframes were initial created to test the solutions. The paper wireframes were digitised in Sketch to create a clickable prototype.
Usability testing 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
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.
Test early and often as key insights can be gained when users have something in front of them
Business goals may not always align with user goals and it is our job to help provide clarity
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 startup has taken our feedback onboard and will reviewing it for their next iteration of the application.