The project in a nutshell
Wepulse was an online platform that sought to improve people's lives, democratizing the access to well-being by connecting them with curated content and the best professionals from different areas.
I was a product designer inside the technology team along with a PM, a Head of Product design, 3 front end developers, 3 back end developers.
I mainly worked doing User research, Interviews with users and experts, card sorting, conceptual testing, personas, remote usability testing, user flows, wireframing, brainstorming. And also around UI with Design system organization and maintenance, Interface support screens, components, gifs, interactions.
Modern society experiences the symptoms of anxiety, stress, and depression, and people seek for a healthier and fuller life. As mental health is a holistic matter, Wepulse has emerged as a democratic option to treat users' minds, bodies and souls, providing personalized content and a platform to connect them with healthcare and wellbeing professionals.
The product was composed of an ecosystem and very organized, it started with a reduced team and scaled really fast during the period of the 7 months it lasted. The design team worked closely with other ones and there were interdependent initiatives and constant iteration.
The best description would be a version of the modern agile, combining Design Thinking, Lean UX, Classical Agile, and DevOps.
Many thanks and all credits to: https://www.matrixres.com/blog/2018/06/agile-is-having-an-identity-crisis . Such a delightful visual definition.
I arrived at a stage while the design team was running the MVP and collecting user's feedback.
We had daily meetings with the technology team and weekly meetings with the whole team, so it was easy to keep up with all steps from different fronts and have a wide view of the product environment.
The team was running a web app MVP in order to check if the value proposition resonated with users. For so, they 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.
During this step, we split the team, and as there was already a mapped group of features, we wanted to discover which ones could bring more value to the experience aligning with business goals and development time.
We also had in our hands a mid-fidelity prototype, many doubts, and hypotheses. We wanted to make the best with these interviews, aiming to understand better about client and professionals communication, adhesion to treatments and tasks, indication and purchase of products. The 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 in academic papers, articles, and books for attitudinal approaches and in need for 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.
It was applied a partially remote concept test together with a US-based designer colleague and it consisted of 3 steps: an interview to collect qualitative data, free navigation in the mid-fidelity prototype to collect insights about the flow and concept, and finally, a card sorting to prioritize the features users experienced during the prototype browsing.
The test took us 2 weeks where we talked both with clients and professionals from different degrees of experience.
As a general result, we understood better both profiles' needs, perceiving the need of balancing professionals and clients communication as it could become overwhelming, that the adhesion of treatment was multifactorial working better with incentive and also found many obstacles about the marketplace due to interest conflicts.
After presenting the team an official UX report with our results and insights we made the prioritization according to users feedback ranking, business alignments - that were quite restrictive - and development time - very short.
Now it was time to refine user flows with new wireframes and start designing the screens. Along this process, we managed to organize the design system, with a stable base we could work faster as it was essential to avoid design deliveries becoming a bottleneck during our sprints.
From user's feedback, we perceived that the solution should strengthen users into a journey of self-knowledge and becoming the main actors in their wellbeing.
While talking periodically with wellness experts, we traced the main objectives for improving the client's wellbeing 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 understands user's goals and struggles and recommends personalized content and services from different specialties.
Communication between professionals and clients was smoothed and favored with simple emoji reactions also serving as an incentive for treatment adhesion.
The product suggestion that was a big business requirement, came at the end of service purchase flow, disassociate it from the professionals and creating a link to the buy action instead, always bringing products related to the purchase.
After 6 months of dedication, we successfully launched a web app and both iOS and Android versions.
After launch, we kept testing and collecting user's feedbacks with remote sessions and through customer service, improving flows and features for both clients and professionals.
We kept users engaged with a tailored communication rule and events agenda.
Final thoughts and conclusion
Wepulse provided an attentive and safe experience for professionals to offer their services and care for their clients. It also offered for the clients to take care of themselves having professional support and all tools in their hands to become the main actors of their well-being journey.
It was challenging to work at such a fast pace, deal with two different users, and with the complexity of healthcare. But it was an incredible opportunity for me as a designer to work inside a complex cooperative and organized product environment experiencing the end-to-end process along pivoting and scalability. I wore many hats and learned a ton from all the incredible people I had the chance to work with and chat with.
I wish we had more time to apply user tests and evaluate successful metrics after launch as I believe is very important to understand how design decisions performed as real-life solutions. The product had a short start and is no longer available, but I expect it might come back soon because I deeply believe in the impact it can bring on the life of the users.