overview
After a member is enrolled into our program, while there are many success stories, some of them will opt out, become ineligible with change of insurance coverage, or disenrolled due to lack of engagement with our Care team. Understanding current no contact procedures, as well as disenrollment and reenrollment criteria in order to map out the corresponding mobile journey.
problem statement
We want to align the mobile disenrollment and reenrollment experiences with timely communications, content and supportive coaching.
research
To understand our current telephonic disenrollment and disenrollment experiences, I went through Care team’s Standard Operating Procedure to map out disenrollment/reenrollment requirements, timeline and events leading towards, during and after disenrollment/reenrollment.
My initial proposal was to enable in app warning pop ups for no contact 30 days, 60 days, together with warning emails and push notifications. Below is a first proposal of corresponding journeys between the Care team, member mobile journey, as well as Coach app journey.
scope & constraints
It became evident that mobile would not be able to automate pop ups due to integration constraints. Solving for interim solutions is often not the most optimal way but it enables the teams to move forward to meet launch deadlines. Scope often has to be reiterate to allow for phased designs.
process & responsibility
With the lack of platform integration with mobile, after rounds of iterations, the approach below was finally signed off from different teams. Differientiations were considered from the start on communications and support needed for members who have app activity vs none before disenrolling them. Followed by clear messaging for reenrollment into our program to activate readiness to engage with our Coach.
We also provided an opportunity for members to change their coach during this reenrollment process, since there was evidence from disenrolled members during research that it was the reason for them to drop out of our program.
coach app
Due to the lack of mobile integration with member platform, working under building constraints from engineering, the below solutions for Coach app was proposed and approved by different teams to handle the trigger of graduation experience on mobile.
POST launch
On another closely related case study, while I was working on the above disenrollment and reenrollment workflow and assets, post mobile launch revealed lower than expected mobile engagement rate, click here to see post launch efforts to address and improve mobile engagement.