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Twin Health
Sensor Activation
A significant step towards full self-enrollment for members.
Services
UX Strategy
UI Design
UX Research
Introduction
Twin works to reverse Type 2 Diabetes and other chronic health diseases using a combination of a native mobile application, a web-based SaaS platform, IoT devices and AI technology. The IoT devices are a variety of Bluetooth enabled sensors that track the health data of members and send that data to Twins mobile and web applications. This work is preceded by several other projects as part of a critical initiative to transform the member onboarding experience.
The Problem
Previously, onboarding was handled manually using email correspondence and various PDF based forms along with multiple Zoom calls. Previous projects had already worked to move the onboarding process directly into the native and web applications and to make data collection and appointment scheduling during the onboarding process easier.
The Process
User Research — Early projections indicated that approximately 50% of members would be able to complete Sensor Activation by themselves without human intervention. Member feedback clearly indicated that there was friction for members around the existing process. We also had clear data based on how long Sensor Activation Specialists were scheduling activation meetings for and how long they were actually spending on those meetings. We researched instructional design best practices in order to effectively design the content and workflow of information for this project.
Brainstorming — Sessions we held largely to refine scope, asset management and to coordinate with cross-functional teams who had overlapping initiatives.
User Flows — Complex user flows were developed in tandem with another team to ensure that our approach would also be usable for their work. In this way we kept a familiar pattern for users that they would use not just for onboarding but for the life of their time in the Twin program.
Mockups — Similarly, we designed our mockups in conjunction with another team to ensure that the activation experience would be very similar to the experience in the main application.
Complications
Scope constraints forced a linear flow — The initial idea was to create asynchronous flows that would allow users to activate devices in any order. However, various constraints forced us to implement a linear flow for MVP.
Cross team initiatives impacted design decisions — Working cross-functionally, required greater oversight on design, and greater QA testing times to ensure product fidelity.
Kaizen around seamless integration with other parts of the activation flow — Additional design was needed to ensure a seamless transition from the previous phase of onboarding to this phase.
Outcome
The activation process as a whole is a critical component to onboarding new members and setting them up for success in the program, but the process is laborious for both members and care teams. This work significantly improved the time it takes for most members to set up their devices and reduced the amount of hand holding and oversight required from Activation Specialists and Coaches allowing them to focus on more critical tasks. As a result there were significant cost savings and manpower improvements for the business.
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