🪷 Customer Wellness Profile

Project Overview

Engage is a mobile application where customers can connect with nutrition clubs and place orders for pickup. This project focuses on the ‘Wellness Survey’ feature that allows users to answer questions for curated responses.

Currently, Wellness Surveys are administered through a separate tool. It is accessible by customers only through Distributors (or coach), which causes duplicative work outside of the app.

Problem Statement

Club customers do not have a way to access, complete, and share wellness info with clubs using the app. This is a problem worth solving for both customers and clubs because it increases morale and engagement on the customer’s side, which lifts customer retention and long-lasting relationships on the business front.

My Role

As the lead designer, I conducted collaborative sessions with stakeholders, Product, Research, and Development teams to establish goals and align on design solutions.

While designing for this product, I also had to consider the designs for our connected products—the content management tool and integration with the POS.

Discovery

User Interview Insights

• Administering Wellness Surveys is a desired capability among existing users—huge business benefit
• Manually facilitated in-person leads to less accurate answers; online yields more honesty
• Currently, there is no easy way to document or track leading to less follow-throughs and follow-ups

Benefit Hypotheses

• Mobile experience that matches our users’ mental models increases ease of use
• Attachment to customer profiles means that surveys are accessible anywhere the account is
• Ability to share with Clubs and coaches leads to more transparency, more ways for Clubs/Distributors to connect with their customers and provide recommendations
• More personalized experiences increases customer satisfaction, engagement, retention rates, Distributor credibility, brand trust and sales revenue

Usability Testing

Methodology

• UserZoom: unmoderated, task-based tests
• 15 participants
• Task: Start the Wellness Survey

Results

• Completes: 11
• Average time: 2 minutes, 33 seconds
• Clicks: 59.6
• Ease of use: 4.8 out of 5 (1 very difficult – 5 very easy)

+ Mobile-first: responsive designs in practice led to a more mobile-first design culture at the company

+ Stakeholder buy-in: validated designs demonstrated more predictability in reaching success metrics, recognizing research efforts

+ Informed backlog: a number of feature enhancements for the entire product ecosystem including the POS tool

+ Future metrics: more data for more informed next steps