🪷 Customer Wellness Profile

Background

For Herbalife clients and customers to engage in business, I was chosen to design features for the end-to-end mobile app experience. This involved understanding user needs from business and user perspectives expanding the platform’s capabilities to include business client and customer communication, tracking, and documentation.

Role & Objectives
UX design, interface design, product discovery, design systems, accessibility, visual design, usability testing

Team
Product owner, stakeholders, Engineers

Overview

Engage is a mobile application customers rely on to connect with wellness clubs and coaches. This project focuses on the ‘Wellness Survey’ feature that allows users to answer questions for curated responses.

Currently, a feature called ‘wellness survey’ that allows customers and coaches to engage including setting and tracking wellness goals is can only be administered using an external tool.

Problem Statement

Customers cannot access their wellness profiles nor freely share and communicate with coaches without using a 3rd party service. This causes friction and duplicative work on customers and coaches defeating the ease of use the platform was created to improve.

Identifying core issues

To understand our users and feature capabilities better, I reviewed user feedback, analyzed data, and mapped out the user journeys while taking into consideration other touch points with our content management system.

User insights

80% of users think this feature is lacking and hindering their experiences
Nearly 30% of existing users say manual entry using a 3rd party tool leads to inaccuracies
More than 50% of users say there is less accountability without an easy way to document and track ongoing progress

Potential solutions

Match users’ mental models and expectations based on what they are trying to do now
Ensure feature is accessible while preserving appropriate privacy
Allow for easy sharing options for more fluidity in communication between customers, clubs and coaches
Personalize the experience and test for customer satisfaction, retention rates, credibility and brand trust

Concepts & sketches

Design iterations

Usability testing

Methodology

UserZoom: unmoderated, task-based
15 participants
Task: complete the wellness survey

Results

11 tasks complete
Average time spent: ~2 minutes 33 seconds
Approx. # of clicks: 59.6
Ease of use average: 4.8 out of 5

Final prototype

Impact

Ease of usability

The transition from manual to digital took some effort, however, the benefits outweighed. More than 50% of users experienced a low learning curve.

Informed backlog

This set the pathway to more future enhancements for the entire product ecosystem.

Higher engagement

100% of existing users said they would use this feature. Validated designs demonstrated more predictability in reaching success metrics.

Design credibility & brand trust

More data leads to more informed and valuable next steps allowing resources to be used in more thorough implementation.