Telehealth Onboarding

The Challenge

In a post-rebrand world, The Pill Club had no name recognition to stand on. As such, paient conversion rates for new registrations plummeted.

My Role

- Worked with vendors Segment and Amplitude to obtain a contract with a BAA.
- Collaborated with stakeholders to define milestones in patient onboarding.
- Identified all onboarding funnel events to be tagged, as well as the naming conventions to be used.
- Created reports, including a a conversion funnel, using the newly tagged events.
- Identified points of churn in the funnel and presented upon an executive-level shareout.
- Co-lead a stakeholder workshop to brainstorm UX/UI experiments based on the insights.

The Outcome

142% increase in conversion rate after the implementation of all experiments that had a desirable outcome.

The Solution

Must Have

Explain Every Question

Given the sensitivity of the health history, it's important users know exactly how us collecting each piece of their info will support their end goal.

Must Have

Yes or No

Embrace the habit-loving tendencies of humans by structuring the questions in a way that are predictable and easy to answer.

Must Have

Incentivize

Update the checkout page to remind users what they're getting, and then some.

Should Have

Floating CTA

Ditto the habit thing. Hitting "Next" should be nothing more than muscle memory.

Could Have

Progress Bar

While a debate in the UX/UI world, progress bars are a great way to excite users about reaching their final destination. It's worth an AB test!

Won't Have

Chatbot

While a chatbot was entertained, it was ultimately not the right business decision at the time of exploration.

The Output