✧ Onboarding for Sofia Health's Practitioner's Web and App

A Healthcare Platform

SH is a healthcare provider website that provides alternative healthcare to its customers.

Hero Image of SH's practitioner's dashboard design on web

My Role

• UX Design intern + Sole UX Researcher

Contribution

As an intern, I was responsible for discovering and leveraging provider's needs to improve the onboarding process

I conducted competitive analysis, and user interviews and create UX Design from feedback collected.

Timeline

December 2021 - August 2022

✨ The Problem ✨

Prior our UX team joins, our founder has to schedule 1 on 1 meeting with every new practitioner who is interested in listing their services on our platform as both inquiries and help set up their profile.

As a result, it takes too much time to reschedule meetings and is not efficient enough when the interested providers' demand increases.





What does our practitioner need?

I started with community observation, competitive analysis, and user interviews to help identify our users' needs

🔍 Community Observation

Upon researching online, I discovered discussion boards for practitioners from different fields to share opinions about listing services online and some of their business struggles on platforms like Facebook, Reddit, GitHub,etc.

I disguised myself as one of the fellow practitioners to join these forums as we found the sense of helping peers is the most direct way for practitioners to share their struggles and their solutions. I have then invited some for user interviews.



Summary of Community Observation and user interviews

Statistics Breakdown of Responses collected

Practitioners are:

• Unsure about resources that can support their online business
• Looking for a community of support and affirmations
• Unsure where to host their business online



Combine with Previous User Interviews and Usability Test Data

Previous User Data and Usability Test Data Google Sheets.



Summary of Qualitative Data Analysis

Summary of Qualitative Data Analysis

Click to find out more on how I utilize the data collected. **These data does not represent real user data but serves as an example.





Define Our User Needs

Through community observations via surveys and user interviews and our previous usability testing and survey, our users expressed their needs:

• One-stop shop to advertise their products and services
• Sense of community with fellow practitioners
• Education on running a business
• Guidance in understanding metrics like payment systems, conversion rate, etc.
• Matching or Connecting them to customers



User Research Summary (combined with survey responses)



User Persona of Alice

User Storyboards

Competitive Analysis

To understand how our other competitors approach their practitioner's onboarding, I conducted a competitive analysis to find features that may or may not be helpful to our practitioners and find gaps within the market that can differentiate us.

Competitive Analysis done on Miro

Good Design that suits our user's needs:

• Progress Bar while working
• Provide an Example as the user edits
• Navigation menu in onboarding so user can go. back and forth in between tasks
• Clear CTA button

🔧 The Onboarding

Interested practitioners will go through the onboarding flow of signing up and creating their own profile, and business profile and listing their service or product. They will be greeted by a dashboard to have an overview and guidance at any time of their business sales.

I participated in all design processes and specialize in creating features that help guide users throughout the process.



User Flow

1. Login or Sign Up Flow
   1. Welcoming screen to users and the first step to getting user's basic login information
2. User Profile
   1. To allow customers to get to know the practitioner at a human level and allow the practitioner's profile to get seen.
3. Business Profile
   1. To provide a glimpse into what practitioner's businesses have to provide to their customers.
4. Add a Service or Product
   1. As self-paced guidance to practitioners to list their services or products without scheduling 1 on 1 calls with our CEO for guidance
5. Dashboard
   1. One-stop place to look at analytics and new messages or orders.



🔑 Key Features

Progress Bar

Progress Bar

Provide visual cues to users of their process





Information Box

Information Box

An extra information box that offers explanation as user moves on to different input box





Checklist

Checklist

A visual checklist to keep track of business needs and serve as a guidance and a navigation menu to go back to previous sections





Confetti and Pulsating Tutorial

Confetti and Pulsating Tutorial

To congratulate our practitioner's effort in adding in their information, confetti animation will be played along with pulsating tutorial in dashboard





Dashboard

From user interviews and community observation, many users express having a one stop platform can teach them about metrics, allow them to manage their services, and connect with fellow coaches are needed.

A picture of dashboard on a mac

As a team, we collectively decide to include a dashboard at the end of the onboarding process and as the initial screen after the practitioner has logged back in.

Dashboard includes:

• A progress bar and tick mark
• The navigational menu on the side
• Upcoming events
• Quick view on metrics



Lofi Wireframe in Mobile

During this internship, I was able to create a lo-fi wireframe for our mobile version for our practitioner's dashboard. It has the same key features as mention above in the web version.



Dashboard

Dashboard

This mobile version of the dashboard contains guides to run a business up top as most users like Alice is confused to where to start managing their businesses online.





Tutorial Pop-up

Tutorial Pop-up

Users may take some time to be familiar with SH app and its layout. To provide further guidance and conserve space, this tutorial button hovers above the screen so the user can access it at any time.





Navigation Bar

Navigation Bar

To conserve space and provide quick access to a different section of the provider’s account, the navigation bar is placed as a slide in slider.





Create Quick Events

Create Quick Events

From user interviews, some practitioners expressed they would want a way for quick event creation as the previous link to a session has expired. Therefore, having a quick create button from swiping right in the event row is essential.



🩵 Thank you for your interest!

I appreciate how interested you are in the specific details, problem, UX Research, solution, and wireframes but additional details are under NDA. I'd be happy to chat more about my research process and elaborate on the key insights I've learned during this time!