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Credo Health
A health care app that gets meal, vitals & activity loggings from users & helps them with care plans for their wellness & chronic conditions
Role
Sr. Product designer (& founding) involving mentoring the team, cross team collaborations, research & design
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How do I get user’s meal, activity & vital details, without burdening them? How to make use of the insights better?
Who are the users?
The users were from 2 different areas. 
One were chronic disease patients from hospitals, they used the medical care app.
Second were employees from corporates, they used the wellness app.

Both features were 80% same, with several constraints, & different DBs.
What did I solve?
I solved 3 problems in the overall experience
Long logging flows
Logging vitals, activities, meal where long & tiring as a routine everyday.
Non-useful Insights
Insights & feedback given to users were mere data, wasn't constructive.
Overall experience
Non-motivating experience,
app crashes & bounce rate
How did I solve?
Attitudinal, behavioural, quantitative, qualitative
analysis
Define problem & ideate
Understand business & tech constraints
Design
Validate & iterate
How I discovered?
I used the app as a daily routine over a brief period of 30 days and tried to empathize with the users. The app lacked sync of all kinds of smart devices, so it was difficult to log vitals.

I also found out that meal logging was difficult, due to large amount of data needed & limited database of recipes.

I also found out that I was offered a large number of values as insights, but that didn’t help me to know what actually I should do to maintain my health.

To confirm if others had the same issues,
 
I conducted a feedback session & survey with 50+ users from different personas.
Attitudinal analysis
Feedback collection & interviews

Feedback on app, on particular flows & on quality of life were collected from a cohort of selected people, office mates, users & common people. This helped us get insights on the user’s view of our product & the value of our product in their life.
Feedbacks from users
Users stated that the app is unwelcoming & so much task-oriented only. App has been crashing repeatedly, many unwanted data are shown & needed insights are less, clinical terms are unclear, the meal database lacks items & the flow is too long, & app is not motivating enough. The app has been crashing for users, slow to respond, and has un-understandable flows for logging. Meal & activity logging was found long for members, only steps were synced from watch.
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Behavioural analysis
Cohort based analysis, feature adoption & bounce rate study
A cohort of 10 people (Marketing, Tech, Care team, Common users) was formed 6 months ago for monitoring the user mental model & for usability studies. The usage of whole app, flows & the journey mapping was done.
Feature adoption - Identify most used & unused
Most used features were the logging of steps, water, meds, vitals.
Unused were the trends, adherence, meal log.
Reason for unused features:
Trends - Too much data

Adherence - No insights

Meal log - Too long & lack of DB
Bounce points & why?
Most users have gone out of the app (63%) in the particular order:
Loading > Meal log > Long routine > Lack of insight
Reason for bounce:
Loading time is low but frequent

Meal logging flow is long & DB is inadequate
Daily long data entry mundane task is tiring
After long entries there are no appreciable insights
Quantitative analysis
The app was evaluated based on quantitative data like no. of clicks taken to complete a flow, or complete a full daily log, sessions per day and average session timings. This was done in the start & at the end of the new design to compare improvements
Data analytics from Playstore & Appstore
The daily average users, OS users, age category, session per day & avg time/session were found, to know the logging pattern of members
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Click analysis
The average clicks to complete meal log, activity etc, and to complete a full day’s log is calculated, for Credo & it’s competitors
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Qualitative analysis
To analyze the quality of the app, competitor analysis, user survey, and customer journey mapping were done. Based on the insights, personas were made for every use case.
Competitor Analysis
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Survey - General & Quality of life
How is your experience with Credo app?
Confusing, Complicated, Too much information, Unengaging, Cluttery, Unmotivating
What are your challenges experience wise?
Too much clicks, Blurry imagery, Crashes, No tutorial, Cluttery home screen, Difficult meal logging
What challenges you technically?
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How motivating is the app & what demotivates you?
Lack of insights, long process, routine data entry
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How do you do these processes outside the app?
Whatsapp the health coaches (current), diary entry (in the past)
Survey - Specific flows
How easy are these features to use in the app? It can be the amount of clicks, navigation or the misunderstadable navigation.
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What could make the meal/med/vital/activity logging experience better?
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User persona
With the given pain points & needs, I drafted 4 personas with our 4 care plans
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Inference
From the 4 stages of research & funneling, the problem statement, pain points, user needs, solutions, goal has been defined.
Problem statement
Users of higher age are the primary members, but the flows are complicated & lack automation. There are so much to get & very less given back to them. The app does not give a better quality of life and is felt like a burdening task to be done every day, instead of adding value, insight & motivation to the user. 
How might we make the experience not only usable, but delightful?
Questions to solve
Too much data is needed from the users for precision care planning, but isn’t it tiring?
We have so much data to show to the users, but do they understand or actually need?
We have 10+ features on our app, but users use only 2-3 daily. Are these 3 flawless first?
Our users may not be very young, but is the app merely engaging?
 
We set 3 goals for our revamp.

Increase automation, prioritise insights & data, engage users

 
User flow
A user flow was drawn out with the updated flows & requirements. We have an unpaid & paid app.
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1. Onboarding
Users were onboarded with screens that have 3 main value propositions with high conversion value
Old screens
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New screens
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2. Home screen
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3. Logging
All vital logs & device syncing flows were made in under 3-4 clicks (ignoring repetitive logging) & the interface was made clearer
Old screens
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New screens
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4. Meal log
Meal log, the most complained flow was revamped with clear UI, easier navigation & a better database
Customer journey map - Old
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Customer journey map - New
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Old screens
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New screens
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As a result of this revamp,

User engagement rate has gone up from
13%  
     64%

Users had better insights & control on their health

Our internal team had better data to work with & also to train our AI models

Our app ran smoothly over devices after better help from development side & improved asset side from the design side
Results
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