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Vellbeing is a new and upcoming start-up company located in San Fransisco, CA. The owner has a vision of creating a digital platform integrating online telehealth in one easy-to-use platform.
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Vellbeing is in the initial stages of development, and the top priority is to build a comprehensive database of wellness professionals, including but not limited to therapists, coaches, and psychiatrists.
To construct the database, we must design an onboarding process for wellness providers which will facilitate them to personalize their profiles through various stages.
4 weeks
1 of 3 UX Designers
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SOLUTION
The final deliverable was an onboarding process that allowed providers a quick and efficient way to create there profile, allowing for full completion later on.
My team and I conducted secondary research to pinpoint common difficulties users face in selecting a suitable wellness provider. This research was crucial in determining the direction of our design strategy. We gathered information from rival companies to evaluate the pros and cons and find trends in the industry. We evaluated the onboarding process of four competitors, including Zocdoc and WebMD. Our development team compiled existing designs consisting of design mood boards, profile page variations, and design components. We used these to guide our design choices.
Our research uncovered certain themes and issues that will prove useful as we design our product in the upcoming weeks. Key themes to take into consideration include:
INSIGHT#1
A client's main struggle when searching for wellness providers is finding the right specialist who meets their needs and is tailored to their specific issues, such as depression, anxiety, etc.
INSIGHT#2
To design a streamlined onboarding process that is easy to understand, we need to prioritize the most critical questions and keep the number of questions to a minimum.
INSIGHT#3
Meeting platforms provided by third parties, such as Zoom and Google Meet, are crucial. It would be ideal for them to be easily and quickly set up during onboarding.
My team and I collaborated to create a single user flow by each producing their own and sharing our ideas. We then reviewed and received feedback from our project lead, the company's founder, before finalizing the flow.
Our next move was to get our flows visually fleshed out. We created some examples of our onboarding process and our provider profile page. Again, these sketches primarily focus on the specialization factor of finding the right provider for the user. Due to a tight deadline, we strategically placed usability testing in our project timeline. We used a wireframe prototype sufficient for conveying our design to test subjects and conducted remote usability tests with industry professionals. The usability testing results helped us improve the design and make necessary adjustments before moving on to the final development phase.
INSIGHT#1
Feedback was received on the provider's expertise selection step. Participants suggested using industry-standard terms like "Profession" and "Specialty Area" instead of the current terminology.
Opportunity: Iterate the specialty page based on feedback given from providers updating proper terminology.
INSIGHT#2
Participants were confused why some questions about insurance, credentials, or schedule were not included in the onboarding as these are essential for practicing.
Opportunity: Once onboarding is completed, inform the user that further information is needed to complete their profile customization.
INSIGHT#3
Participants preferred multiple communication options rather than being restricted to one, as wellness providers often offer various ways to accommodate clients.
Opportunity: remove the step from onboarding and adding multiple meeting options and communication platforms for a better user experience.
Onboarding Step 1
Onboarding Step 2
Onboarding Step 3
Onboarding Step 4
RESULT
Our research uncovered certain themes and issues that will prove useful as we design our product in the upcoming weeks. Key themes to take into consideration include:
As the team wrapped up our project for Vellbeing, we placed a handoff of our designed project to the owner and briefed them on all that we accomplished during the project's short time.
Vellbeing will continue to be developed and is still in the early stages of its design. Working with this unique start-up was a pleasure, and I wish we could have further expanded our designs through more significant usability testing and iterations.
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