Intellect : Recurring Sessions

Client

Inttelect (YC S21)

Project Overview

Observation: - Total repeat sessions booked: (~ 73% of total sessions) - ~58% people who do recurring sessions book the next within 14 days. Customer Problem: As a user, I am unable to consistently get quality care because I forget or I am not motivated enough to book a full course of 4-6 sessions with my provider. As Intellect, we know that users forget to book or are not motivated enough to book a subsequent session so we are unable to provide the right outcomes which eventually will affect utilisation and renewals.

The goal

By letting users book recurring sessions, we will be able provide more consistent care outcomes which will result in an improvement in average session ratings and increase utilisation by <2x> in credit utilisation numbers. Success Metrics : #Sessions booked, #Cancellations, #no shows

View the live site

My CONTRIBUTIONS

As a junior product designer on the "Recurring Session on Telehealth Intellect App" project, I will be responsible for crafting user-centered designs to tackle the issue of user motivation and consistency in booking 4-6 session care courses. My contributions will span brainstorming and ideation sessions, translating user insights into intuitive user flows and wireframes, prototyping interactive solutions for iterative testing, and collaborating seamlessly with cross-functional teams. Additionally, I'll prepare comprehensive handover files to document design rationale and decisions, ensuring a holistic and engaging user experience that addresses user challenges, enhances session bookings, and drives improved outcomes, utilization, and renewals.

View the full case study

RESEARCH

Current Solution

Number of bookings : User can only book one session at a time.
No recommendations : The user does not have detailed recommendations about the booking session.

Problems Solved

Revenue : Better credit utilization would lead to better service delivery & revenue.
Quality of Service : More sessions will lead to better service delivery & outcomes. Measured via post session feedback
Average #sessions : By removing the need to book every sessions independently, we can retain the user for upto 8 weeks actively on the platform

Features and Benefits

User being able to have continued care and better consistency of sessions
User has the flexibility to book weekly, biweekly or single sessions if user chooses to.
Improved credit utilisation for the org

Limitations and Risks

User may not be able to make it to the session in absence of timely reminders.
User may not be able to fully utilise the feature in absence of co pay option, in case user has low credits available
Risk of a bad experience if we booked multiple session & user not being able to unmatch
User may not be able to reschedule/cancel all sessions booked together.

Product Vision

Vision is to successfully take the user through the journey of reaching the goals. We as domain expert, should be able to recommend the ideal duration of intervention required & get the buy-in from the user, which is booking all sessions at once.

Customer Value Prop

User doesn’t know how long it takes to achieve a goal. Providing our expert recommendation would allow user to plan his wellness journey & address doubts from the start.

Metrics

Metrics (Consumer) : #Recurring Sessions Booked #sessions booked by new users #Credit utilisation
Session quality : # provider bookings # provider utilisation
Metrics (operationall) : #Cancellations #No shows

Read the full case study

No items found.

RESULT

By implementing intuitive design solutions that enhance user engagement and address the issue of motivation, we anticipate a boost in user satisfaction and commitment to their care courses, directly impacting average session ratings. This heightened engagement is projected to result in higher average session ratings as users are more inclined to actively participate and find value in each session. Moreover, the streamlined user experience and increased user motivation to book and attend sessions should lead to an impressive two-fold increase in utilization rates, ultimately maximizing the app's impact and contributing to improved health outcomes and renewals.

Conclusion & REFLECTION

Reflecting on my experience as a junior product designer on the "Recurring Session on Telehealth Intellect App" project, I take pride in my role crafting user-centric designs to boost user engagement. Collaborating in brainstorming sessions enriched my creative thinking, while translating user insights into intuitive wireframes was gratifying. Prototyping and iterating improved my design skills, and teamwork enhanced my communication abilities. Creating comprehensive handover files showcased my attention to detail. I'm excited about the potential positive impact of our designs on user satisfaction and project success. Working closely with cross-functional teams improved my communication skills and fostered a sense of unity in achieving our goals.

‍

Read the full case study

View the live site

CREDITS

I wanted to give a big shout out to the team that helped every step of the way, form ideation through flawless execution

Product
Jadiev

Analytics

Vini

Product Design
Samvitha
Shobrun

Engineer

Gaurish

Manish

Sourabh

NEXT PROJECT

Ruangguru for Business

DRAG