overview
After the MVP launch of Ontrak App, one of the more urgent tasks post launch was to design for the Mobile Graduation experience. Aligning with our 52 week program, shaping member mobile experience as they approach graduation, as well as considerations and opportunities post graduation.
problem statement
We want to align the mobile graduation experience with content, coaching and celebration for the completion of our program.
research
To understand our current telephonic graduation experience, I went through our Care team’s Standard Operating Procedure to map out graduation requirements, timeline and events leading towards and after Graduation. I was then able to identify mobile opportunities to enhance member graduation experience as shown below.
I then conducted several internal interviews followed by email clarifications with members of the Care Team to understand their definition of graduation, how eligibility is closely tied to deactivation and how different statuses like opt out, no contact, needing higher level of care and others affect enrollment, disenrollment, and reenerollment. Clarifications from the questions I have helped me understand the Coach’s workflow in order to decide what event/action should be automated vs what requires Coach’s control and activation.
Below are some notes for one of these email exchanges:
scope & constraints
With shifting business goals and changing coaching model, mobile cannot solve to align too closely with the telephonic coaching program, or automate graduation related tasks, as gradation criteria and process are still evolving. Realistic opportunities were chosen before designing what graduation experience might look like on the mobile app.
process & responsibility
Realistic Graduation opportunities on Mobile
Push and capture NPS survey 30 days before Graduation
Celebrate member’s Graduation in App with celebratory card in Home tab, containing Digital Certificate that can be downloaded and/or shared on FB, Insta.
If member needs resources post-graduation, mobile can pushed the resource list on App
Publish member’s mobile data analysis report in App (# of content consumed with breakdown of videos watched, articles read, etc. # of typeform exercises completed, Habit progress chart and badges earned, # of Journal/notes captured (if any), # of coaching sessions completed, and # of chats with coach.)
After translating above research into what a member can experience in the mobile app, I presented my designs to the Care Team stakeholders and captured their feedback below. There are many ways Mobile can enhance our Ontrak program. Current way to capture Member’s NPS survey is through conversations with Care Coach, and so is the request to change their coach, which can be extremely awkward. Hence, not many request for coach change even when it wasn’t a good match. Members will instead not engage and eventually disenroll from our program, lowering our graduation rate. Ontrak app can help eliminate biases and help capture objective sentiments from members as well as promote program retention to name a few.
Other areas of opportunities include celebratory messages during and after graduation, complete with milestones report which we can easily push on mobile since we are already tracking these listed data. Giving member the opportunity to share their graduation can be empowering and self actualizing. Another important opportunity is to provide members with resources that they need after graduation, arming them with localized resources, setting them up for success and beyond.