Intellect
Challange
Observation: - Total repeat sessions booked: (~ 73% of total sessions) - ~58% people who do recurring sessions book the next within 14 days. Customer Problem: As a user, I am unable to consistently get quality care because I forget or I am not motivated enough to book a full course of 4-6 sessions with my provider. As Intellect, we know that users forget to book or are not motivated enough to book a subsequent session so we are unable to provide the right outcomes which eventually will affect utilisation and renewals.
Solution
Observation: - Total repeat sessions booked: (~ 73% of total sessions) - ~58% people who do recurring sessions book the next within 14 days. Customer Problem: As a user, I am unable to consistently get quality care because I forget or I am not motivated enough to book a full course of 4-6 sessions with my provider. As Intellect, we know that users forget to book or are not motivated enough to book a subsequent session so we are unable to provide the right outcomes which eventually will affect utilisation and renewals.
Result
By implementing intuitive design solutions that enhance user engagement and address the issue of motivation, we anticipate a boost in user satisfaction and commitment to their session, directly impacting average session ratings. This heightened engagement is projected to result in higher average session ratings as users are more inclined to actively participate and find value in each session. Moreover, the streamlined user experience and increased user motivation to book and attend sessions should lead to an impressive two-fold increase in utilization rates, ultimately maximizing the app's impact and contributing to improved health outcomes and renewals.
CURRENT STATE
Number of bookings : User can only book one session at a time.
No recommendations : The user does not have detailed recommendations about the booking session.
PROBLEM SOLVED
Revenue : Better credit utilization would lead to better service delivery & revenue.
Quality of Service : More sessions will lead to better service delivery & outcomes. Measured via post session feedback
Average #sessions : By removing the need to book every sessions independently, we can retain the user for upto 8 weeks actively on the platform
FEATURES AND BENEFIT
User being able to have continued care and better consistency of sessions
User has the flexibility to book weekly, biweekly or single sessions if user chooses to.
Improved credit utilisation for the org
LIMITATION AND RISK
User may not be able to make it to the session in absence of timely reminders.
User may not be able to fully utilise the feature in absence of co pay option, in case user has low credits available
Risk of a bad experience if we booked multiple session & user not being able to unmatch
User may not be able to reschedule/cancel all sessions booked together.
PRODUCT VISION
Vision is to successfully take the user through the journey of reaching the goals. We as domain expert, should be able to recommend the ideal duration of intervention required & get the buy-in from the user, which is booking all sessions at once.
CUSTOMER VALUE PROP
User doesn’t know how long it takes to achieve a goal. Providing our expert recommendation would allow user to plan his wellness journey & address doubts from the start.
METRICS
Metrics (Consumer) : #Recurring Sessions Booked #sessions booked by new users #Credit utilisation
Session quality : # provider bookings # provider utilisationMetrics (operationall) : #Cancellations #No shows
MY CONTRIBUTIONS
As a junior product designer on the "Recurring Session on Telehealth Intellect App" project, I will be responsible for crafting user-centered designs to tackle the issue of user motivation and consistency in booking 4-6 session care courses. My contributions will span brainstorming and ideation sessions, translating user insights into intuitive user flows and wireframes, prototyping interactive solutions for iterative testing, and collaborating seamlessly with cross-functional teams. Additionally, I'll prepare comprehensive handover files to document design rationale and decisions, ensuring a holistic and engaging user experience that addresses user challenges, enhances session bookings, and drives improved outcomes, utilization, and renewals.
CONCLUSION & REFLECTION
Reflecting on my experience as a junior product designer on the "Recurring Session on Telehealth Intellect App" project, I take pride in my role crafting user-centric designs to boost user engagement. Collaborating in brainstorming sessions enriched my creative thinking, while translating user insights into intuitive wireframes was gratifying. Prototyping and iterating improved my design skills, and teamwork enhanced my communication abilities. Creating comprehensive handover files showcased my attention to detail. I'm excited about the potential positive impact of our designs on user satisfaction and project success. Working closely with cross-functional teams improved my communication skills and fostered a sense of unity in achieving our goals.