Redesigning Onboarding Flow for Better Treatment Understanding
Background
Jeevam Health provides holistic treatment for thyroid patients, focusing primarily on lifestyle and dietary changes alongside medical interventions. The Jeevam Mobile App serves as a key touchpoint in this treatment plan.
Many users struggled to understand the treatment plan due to the app's clunky design. Our primary users are middle-aged women who aren’t very tech-savvy, making it even harder for them to navigate.
As a result, care managers spent most of their time onboarding and explaining the app instead of focusing on actual treatment, leading to dissatisfaction among patients.
With this new launch, we aimed to redesign the onboarding flow for paid users to make it easier for them to understand and start their treatment right away.
Defining Success
The Previous Onboarding
Here is the previous onboarding flow in the app.
Pinpointing Problem Areas and Exploring Solutions
🥵PROBLEM #1
The current flow lacks a supportive feel. It simply goes from login to welcome screen to home screen, with no guidance or assurance, leaving users confused from the start.
🐸SOLUTION #1
A visual timeline of the treatment journey, showing upcoming appointments and consultations might help users know what to expect in the months ahead.
🥵PROBLEM #2
Notifications from the Care Manager, meant to guide users, end up overwhelming them on first impression.
🐸SOLUTION #2
Replace multiple Care Manager notifications with dedicated screens where the Care Manager welcomes the user and introduces them to their doctors’ and nutritionists’ team.
🥵PROBLEM #3
The welcome screens fail to convey any value propositions of the app.
🐸SOLUTION #3
Rewrite the welcome screen copy to be shorter, clearer, and with larger font, as several users reported difficulty reading it.
🥵PROBLEM #4
The primary ‘Book Appointment’ CTA leads to a lengthy, 5-step questionnaire, causing most users to abandon the process.
🐸SOLUTION #4
Shorten the questionnaire by removing unnecessary questions, since a full redesign of the questionnaire and input methods is outside the project scope.
🥵PROBLEM #5
The home screen design is cluttered and lacks a clear information hierarchy.
🧀POSTPONED
Home screen redesign was not prioritized for the upcoming launch.
Increased Font Sizes and Contrast
Updated the color system for better accessibility and contrast.
Increased font size for clearer, more readable content.
Changed typeface from Poppins to Roboto for a cleaner look.
Book Appointment
BOOK APPOINTMENT
Precise Copy for Welcome Screens
⬇️
Estaiblishing Trust and Credibility
Pre Sign-Up: To build confidence and trust right from the start, we introduced testimonials from satisfied users before prompting new users to sign up. These real-life success stories provide genuine proof of the product’s value.
Post Sign-Up: A personalised welcome message from our CEO and Care Managers was added, giving the brand a more human touch and reinforcing our dedication to personalized care.
Tackling the long Questionnaire
The original 5-step questionnaire was broken into two sections:
basic details
health profile
The basic personal questions, with minimal input required, are now asked immediately after the welcome message.
Health profile questions have been moved later in the process, making them a pre-requisite step for booking appointments
(check this case study for more information)
Mapping the Journey and Introducing the Support Team
After providing their personal information, users are assigned a treatment plan and receive a detailed breakdown of their treatment plan. They are introduced to their care team of doctors, care managers, and nutritionists.
Prototype
Results
We documented two primary indicators of success; reducing our resources(time and human resources) spent in getting the users to book their first appointment and improved overall understanding of the treatment.
Fortunately, favourable metrics and outcomes were observed.
Around 30% of users reported feeling more satisfied with their treatment due to a clearer understanding of the process. Even our Care Managers noticed a drop in treatment-related queries, which freed up significant amount of human resources.