Wepulse
A holistic approach for health, connecting mind and body.
Role
Product Designer
Company
Wepulse
Year
2019
What I did
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Research with qualitative and quantitative user interviews, both with specialists and clients. Worked with hybrid methodologies like moderated and unmoderated usability testing, card sorting, and validation tests creating a prioritization matrix to guide product launch waves.
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Team workshops, user personas profiles, user flows, wireframing and prototyping.
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UI with Design system organization and maintenance, Interface support screens, components, gifs, interactions and, transactional messages
Process
As an early-stage startup the process was a big, beautiful and slightly chaotic & dynamic echosystem, with fast paced iterations and close communication between different teams.
The project
Wepulse was an online platform that sought to improve people's lives, democratizing access to well-being by connecting them with curated content and the best professionals from different areas.
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Our MVP
We ran a web app MVP in order to check if the value proposition resonated with users. For so, we monitored customer's task log adherence and the exchange of information between the team of health and wellness professionals.
This process took 4 weeks and results were promising, but a considerable part of professionals was still reluctant, as the use of the platform changed drastically the way they worked increasing dedication time to customers and it took them longer than expected to see results.
User
interviews
With a mid-fidelity prototype in our hands, many doubts, and hypotheses, we had a long list of objectives: uncover the details about client and professional communication, adhesion to treatments and tasks, indication, and appetite to purchase products.
The main focus was not still usability, but concepts and flow.
I was responsible for selecting the methodology and applying the test, so started to read about behavior and motivations.
Researching academic papers, articles, and books for attitudinal approaches and in need of both qualitative and quantitative data, the best option I found was a hybrid test, where we could validate the concept, evaluate the features, and collect insights while having a quantitative base for results.
Methods
& results
It was a 3 steps interview: an interview to collect qualitative data, free navigation in the mid-fidelity prototype to collect insights about the flow and concept, and at the end, a card sorting to prioritize the features users experienced during the prototype browsing.
During 2 weeks we talked with users that aligned within our 6 personas profiles: clients with different needs levels and professionals with varied degrees of experience.
Main insights:
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Validation of personas and needs;
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User flow validation;
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Need to balance professionals' and clients' communication as it could become overwhelming;
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Treatment adhesion was multifactorial, working better with incentives;
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Legal obstacles in the marketplace due to interest conflicts.
After presenting the team an official UX report with our results and insights, we prioritized the features using a matrix considering: user feedback ranking, business requisites - that were quite restrictive - and development time - very short.
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Onboarding
& matching
From user feedback, we perceived that the solution should strengthen users into a journey of self-knowledge and become the main actors in their well-being.
While talking weekly with wellness experts, we traced the main objectives for improving the client's well-being and the obstacles that could take them further away from their goals. With a similar approach, we traced services and profiles from the professionals that could fulfill the client's needs.
Doing so we pivoted to a platform that understood users' goals and struggles and recommended personalized content and services from different specialties aligning both users' journeys touchpoints.
Minimizing friction
One of the biggest friction points was the availability for health professionals to communicate and motivate their clients daily, it was smoothed and favored with simple emoji reactions serving as an incentive for treatment adhesion.
There was also cross-selling non-negotiable requirement from the business's needs that impacted the end of the user's journey. It created confusion to clients and conflicted with health industry regulations, so it was key to disassociate it from the professional´s name and provide an external path for the purchase.
Launching
After 6 months of dedication, we successfully launched a web app for desktop and mobile and also native versions for iOS and Android.
After launch, we kept testing with unmoderated tools, observing users' behaviors with Hotjar sessions, and collecting user feedback with surveys and customer service.
We followed with A/B tests which led us to improve flows and features both for clients and professionals.
