Onduo Welcome Journey
Onduo Welcome Journey
A pipeline for enrolling and onboarding new members to the Onduo program.
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Verily // 2017-18
UX Lead: desktop UX, mobile UX, hardware integration, OOBE, packaging
My Role
Lead designer for the end-to-end service design: digital enrollment flow, physical welcome kits, packaging design, OOBE, 3rd party hardware setup instructions, and in-app onboarding.
The Challenge
For their first-ever commercial launch, Onduo needed a pipeline for enrolling new members and onboarding them to the core program experience: the mobile app. The process required eligibility checks, hardware setup, app setup, and health questionnaires. How might we navigate new members through initial complexities to build trust and excitement for the program?
The Outcome
A cohesive, end-to-end user journey that guides new members through the entire process in time for a successful first launch.
Service design goals
Align first-time member goals with Onduo’s program goals.
Mapping out the end-to-end journey
I led design for every part of the journey following marketing outreach.
PROJECT COMPONENTS
01. Enrollment + eligibility flow
The first step in signing up for the program.
02. In-app onboarding
Getting to know a member’s health prior to introducing them to the program.
03. Welcome Kit OOBE + hardware setup
Guided setup experience to connect blood glucose tools to the Onduo app.
04. Packaging
The outer packaging design of the blood glucose kits.
01. Enrollment + eligibility FLOW
Enrollment is the first step in getting new members signed up for the program. The eligibility check process was complex, and we tested many iterations in order to ensure user trust and understanding. I created 9+ iterations of wireframes to map out the enrollment flow before moving to higher fidelity mocks.
Key moments
For eligible members, our goal was to make the process as painless as possible but providing them with a simple invite code.
After nailing down the logistics of the flow, I created high fidelity mocks, illustrations, and specs to hand off to engineering.
Icon set used throughout the flow.
02. In-app onboarding
This was a big, multi-quarter project where we designed the in-app onboarding experience around getting to know a member prior to starting the program.
Components
Process
The team mapped out many different versions of how to sequence these components so that the narrative arc made sense to a user.
Behavior Change Design
I worked very closely with our team’s behavioral scientist to embed behavior change best practices into the onboarding flow to drive engagement. We defined product principles to align the entire team around design decisions.
Key moments
03. Welcome KIT OOBE + HARDWARE SETUP
Blood glucose monitoring is essential to helping patients understand how they are doing. Onduo provides 3rd party glucose monitoring tools that connect wirelessly to the Onduo app. I designed the OOBE, in-app setup instructions, and wrote the content.
Key challenges
Low tech-savvy target audience
Our target audience tends to be less tech-savvy, yet the glucose kit set up was technically complex.
Conflicting 3rd-party hardware instructions
We had to navigate instances where the existing instructions conflicted with our own process, as well as FDA regulations.
Key moments
After multiple iterations of prototyping and testing to adjust the design form factor and refine the content, I created a one-page instructional placemat to pair with the in-app guided setup flow.
The instructional placemat sat at the top of the box, visible as soon as a user opens the Welcome Kit.
04. packaging
Onduo’s blood glucose kits are comprised of several 3rd party kits assembled together. My challenge was to create visual cohesion in the packaging design while navigating strict FDA regulations around re-labeling of existing 3rd party products.
BEFORE
The Welcome Kit lacked visual cohesion and labeling to orient users to different components.
AFTER
I created sleeves to encompass the existing packaging to create visual cohesion throughout the kit.
