Airrosti Telehealth Mobile App
Onboarding (UX/UI) Redesign for Physical Therapy TeleHealth App
Airrosti Remote Recovery’s onboarding for new patients as well current patients was a disconnected and arduous experience. Users would drop off, call customer service and get frustrated trying to go from the website that tried to capture some personal information to asking them to DL the app to continuing the onboarding experience. The product team recommended they onboard first on their website and then ask them to DL the app for their appointment but the stakeholders wanted the whole experience to be on their app. I first listened to interviews with patients on their current experience, what they ideally wanted from their PT experience and then took screenshots of the current app, laying them out in a flow with annotations with recommendations for improvement. I also interviewed the providers, going through their experience of the app, what would information would make their experience better so they spent less time asking questions and more time treating the patient. Creating wireframes of some of the key screens helped capture the interview sentiments from both before we embarked on the redesign. Dividing the onboarding experience into sections breaks down the pain points, giving the user a preview of the benefits of the product to increase in engagement. Asking yes or no or multiple questions also increased the time spent imputing information. The results were a much more seamless experience for both the patients and providers.
DELIVERABLES UX flows, App UI, Audit, UX Strategy, Visual Design, UX Flows, Sitemaps, Annotated Wireframes, Wireframe to Product, Hi Fidelity Mobile Screens, Figma, Component Library, B2B2C App
AUDIT: If there is a current flow be it with an existing app, then screenshot the entire flow and compare it against the PRDS. Also ask: what is working, what isn’t working and what can be leveraged. One of the major challenges was to keep the user engaged while imputing so much personal, medical and insurance information upfront. The current app had a lot of manual input so immediately we started to think of how to make this easier, faster and seamless.
SCOPE: The scope was a 8 week sprint. Each team member scoped out their own methodology and how it work within the time parameters and within each member of the product team’s own scope.
FIGJAM: After going over the audit with the client, with their desire to have the whole process of onboarding retention on the native app, we noticed there were some gaps of information for both the product team and the user. To ameliorate this, we designed a Figjam session where we would crudely layout new flows. ABOVE: What type of user onboards, how do they come to the app and how do they become engaged before they even know what Airrosti’s service is about.
INTERVIEWS & WIREFRAMES: For Research, I listened to 10 hours of interviews with current Airrosti clients. The purpose to understand why they use the service. What was not captured in the current flow wasn’t that they were there to improve their knee functionality per se, but to walk upstairs or to play tennis. So I pitched that we should include their ultimate goals as a part of the engagement. I also interviewed PT Providers to understand what would make their sessions easier and more efficient. One of the pain point was insurance which couldn’t be remedied with multiple choice questions-we started to break apart the onboarding so that it was more digestable. Each time the business asked for something from the user, we in turn would give something to engage the user. Their work would be saved and then they could see some of the benefits of the service ie free videos a resource library, being able to message your provider at any point. So I started to design main UX wireframes that would address this before we moved on to the UI. If they closed the app, they could return at any point. We also included screens for future sprints of the dashboard and programs for future sprints.
UI FLOWS: 1. Added Walkthroughs to showcase what the app is about. Users who weren’t already clients, signed up. This is where we take them to the dashboard. The dashboard has free content and prompts them to go to the next step. They don’t have to do this all at once. They only have to complete it before their first appointment. 2. Adding insurance is one of the few times to input information. Whenever we could do multiple choice, we did it. We introduced an ubiquitous arrow tap that moves you forward through the whole app. The medical history sections was very long —some sample screens here - so we made it all multiple choice or yes/no. We also included ultimate goals ie “What do you hope to achieve?”. At the end they could check all their answers. 3. The dashboard changes depending where you in the flow. Automated advances forward also help the user know what’s next. Note: Right before the appointment, the dashboard changes to allow the user enter the session with the provider.
MOCKUPS: Sample final approved screens before they were handed over the front end dev team.