Wellness Assessment

We needed a wellness assessment experience that would give users better results, faster and more periodically, so they could see changes and better achieve their well-being goals.

Client

WebMD Health Services
Prototype

Responsibilities

Strategy
Product Management
UX Design
User Research
Interaction
UI

Deliverables

Business Analysis
Business Strategy
Service Design
User Flows
Wireframes
Prototype
Mobile, Desktop, and App experiences

Project SUmmary

As the company began to ramp up for the WebMD One experience, we were re-examining the registration, onboarding, and account creation process. Part of that experience was to capture just enough information to provide a personalized experience.

This brought us an opportunity to capture responses to some of the wellness assessment questions. We wanted to build on the success of the Senior Assessment. We wanted to capture responses more regularly, leverage the power of the wellness score, and provide partial, but actionablee, results sooner.

APPROACH

  • Establish a core question set based upon the minimum information needed for personalization, profile, and goal setting
  • Make questions consistent between products
  • Determine a re-assessment frequency for each question and risk area
  • Create logical sequences based on context and requirements 
  • Leverage claims data and other user input when possible to reduce the need to enter data
exploration
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Make results meaningful

Updated to the results screen and action plan; tested “action plan” (at different levels of fidelity), and captured feedback on the results.

Fix the flow

By posing questions thoughtfully and carefully throughout the experience, we could not only provide more real-time feedback to the user, but we could also route them to the right programs and services much more quickly. It also meant we could enroll them in coaching programs sooner, regardless of completion status. The result? Better outcomes and more empowered users.

Make it motivational

We brought in contextual and motivational questions to capture intent, and included feedback to the customer.

Questions in context

Leveraging cards in our toolkit meant we could easily bring questions to other parts of the experience via dynamic cards.

Centralized profile

Integrate with the profile, blurring the lines between PHR, HA, and Profile for the user.

Final designs

Partial completion of the assessment meant the user could see their score at any time. It also meant that in the comprehensive experience, they could get updated recommendations every step of the way. Here you see a set of recommendations based on a section completion. These cards would also show up contextually in the platform streams.

Welcome “drills”

One opportunity we wanted to explore in the wellness app experience was capturing snippets of well-being information during an otherwise lackluster loading experience. The ability to give feedback on a smaller set of questions was one way to connect users with the right tools sooner, as well as recognizing strengths and opportunities.

Question cards

Another concept, placing dynamic question cards in a feed or “stream”, would similarly capture responses to the comprehensive assessment in smaller chunks and more meaningful context. The small chunks made it a low-effort task, and there was an incentive to respond because results would affect the relevancy and ordering of the full platform experience.

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