Signify Health In-Home Health Assessments Online scheduling

The Brief: Signify Health, a leader in in-home health assessments (IHEs), sought to improve the customer experience and increase scheduling rates for its growing suite of services. While maintaining its market-leading position in IHEs, Signify Health recognized the need to optimize the scheduling process for greater customer satisfaction and long-term engagement.

Process: To address this challenge, I collaborated with the Head of UX to:

  1. Conduct In-Depth User Research: A comprehensive research plan was developed to understand the motivations, barriers, and pain points experienced by health plan members throughout the scheduling journey. This involved:

    • Qualitative Research: Conducting in-depth interviews with diverse cohorts of health plan members, including those who had and had not elected IHE services.

    • Quantitative Research: Analyzing existing data and conducting surveys to gather insights into customer preferences and satisfaction levels.

  2. Design and Iterate: Based on the research findings, I:

    • Developed User Personas: Created detailed user personas to represent the diverse needs and behaviors of target audiences.

    • Designed Intuitive User Flows: Created streamlined and intuitive scheduling flows that minimized friction and guided users seamlessly through the process.

    • Prototyped and Tested: Developed interactive prototypes and conducted usability testing to gather feedback and iterate on the design.

Key Outcomes:

  • Improved User Satisfaction: The redesigned scheduling process aimed to enhance the overall user experience, leading to increased customer satisfaction and loyalty.

  • Increased Scheduling Rates: By addressing identified pain points and simplifying the process, the goal was to increase the likelihood of health plan members scheduling IHEs.

  • Enhanced Brand Perception: A more user-friendly scheduling experience could contribute to a more positive brand perception for Signify Health among health plan members.

Key Takeaways:

  • The importance of conducting thorough user research to understand customer needs and behaviors.

  • The value of iterative design and user testing in refining the user experience.

  • The significance of creating a seamless and intuitive user journey to improve customer satisfaction and engagement.