overview
Ontrak acquired Life Dojo, a comprehensive, science-backed behavioral change platform at the end of 2020. Life Dojo enhances Ontrak’s behavioral health engagement capabilities for new and existing customers, as well as adding digital tools and interventions across behavioral health and chronic disease populations. Initially, the approach was to make this app available to our members as soon as possible. With changing business priorities and clinical model direction, this app was finally launched 1st half of 2022 after many iterations.
Problem statement
We need to increase member value as well as lower cost, as our Health Plan customers demand for a more comprehensive suite of behabioral health services and solutions. We want to enable remote member monitoring capabilities to add to member self reported data that feed our AI capabilities and further personalize our evidence-based coaching through mobile.
users & research
With the addition of Life Dojo, we immediately became a player in the employer space. I embarked on a few research including:
Comparing Personas between Life Dojo client vs Ontrak member
Life Dojo App competitive research focusing on mobile apps from Talk Space, Ginger and Vida to understand their key features, offerings, pricing and more.
A comprehensive competitor analysis for look at product fit and gaps
scope & constraints
The inception of Ontrak App started soon after Life Dojo Acquisition. My research efforts were to analyze product gaps to help position Ontrak in the crowded market space.
Primary objective for Ontrak App will be to launch new Anxiety & Depression interventions into the marketplace for health plans and employers, leading to clinical outcomes that we can measure, reduce cost and improve member retention through adoption. Additional objective will be to connect member to Providers through mobile.
Define program enrollment paths and points of entry for:
Existing Ontrak members
Employer end users targeted for A&D programs
A new subset of health plan members for A&D
Assumptions:
We can improve the current Ontrak program by leveraging technology to automate and enrich all aspects of the Ontrak program.
We can reach a broader segment of members more efficiently and effectively with an app-led, coach-supported program.
Constraints:
Due to the way Life Dojo platform was structured and built, content might not be able to reorganize easily
Connecting to Providers needs definition, scheduling feature with Provider is far more difficult to achieve than improving member-provider matching process
Requiring providers to use our zoom links for telehealth appointments need to be included in contracts
Adding PCP to our pool of therapist and presciber providers need feasibility research
Evolving clinical model which directly affects coaching and graduation criteria as well as mobile app as a coaching tool
Lack of integration between member platform and mobile continues to be the biggest constraints that require workarounds and short term solutions
process
I worked closely with my CPO and product manager who started a story map of epics stories. I collaborated by using Life Dojo’s existing Story Map, then gradually adding marketing, enrollment, the MES call specialist team, the care team and also the different platforms we were building as a company at that time, including SalesForce Health Cloud for the Care team, internal tools like the List manager. The whole exercise is to identify what has already been built and put in place brought by Life Dojo to Ontrak, then identify on a high level what needs to be included specific to Ontrak mobile app.
One of the biggest gaps is the pre-enrollment and enrollment stories, see here for a closer look the enrollment path.
Through collaboration and countless rounds of iteration, interviews with members from Member Engagement team, Marketing, Care Team and the Data Science Team, the story map evolved to include the following key features, leveraging Life Dojo’s existing offerings:
New steamlined provider scheduling via matching member’s provider preferences - this is our main market differentiator where our long term vision is to allow members to schedule a provider visit (in person or virtual) from our app. (See below for visuals)
New Anxiety & Depression focused content from collaboration between content strategist with clinical team to create weekly evidence-based videos and interactive content to educate and help members manage their mental health conditions. (See below for visuals)
Access to care coach biographies for personalized selection - this is an existing Life Dojo feature, also solving for a better match for our members giving them the power to select their own coach. This is an improvement from our current telephonic enrollment where members are assigned to the care coach available during that call.
Auto-scheduling of phone calls with care coach or unlimited 1:1 coaching chats when members need it - another existing Life Dojo feature, adding value by providing better user experience and streamlining scheduling challenges in our current telephonically enrolled members.
Appointment reminders in the form of app push notifications, as well as automated email to ensure members stay on track - existing Life Dojo feature.
Habit tracking - existing Life Dojo feature. Build healthy habits that last a life-time with smart reminders via email, chat and mobile notifications to help members stay on track and make progress.
responsibilities
Discovery/exploration for new feature for Provider Virtual video capability
Research and understanding what the current member and provider matching process look like. Below are screenshots of our member platform called eOT at the time of this discovery work. From here, I was able to capture the criteria of each search needed to carry out this manual matching process.
Using the above research work to inform myself of the possible mobile workflow to capture provider preferences, I then mapped out what the provider workflow might look like on mobile. At this point, we were seeking partnerships with provider groups like Lifestance, understanding their process and discovering if they would be a good match for us.
Due to the fact that we do not have PCP in our group of providers to work with, I began to explore altervative options on how we can connect members to PCP.
With established Life Dojo design patterns and assets, I was able to skip wireframing and jump right into prototyping my concept for telehealth virtual visit through our app during the height of pandemic.
Needless to say, my designs and workflow evolved greatly with many questions for our internal teams regarding their individual operational process. The company was also under going major back end server and platform transformation. On top of that, our clinical model was also changing, which has a trickling down effect on the products we build. I checked in regularly with my teammate working on the new platforms like the Provider portal as it directly impacts my mobile connect with provider feature.
After countless rounds of conversations and iterations, this is where we land for MVP. We provide connections to 2 different providers by capturing member’s provider preferences like gender, distance willing to travel, language and more.
Additional workflows with visuals
New Sign Up Workflow
New Onboarding workflow
