mobile app
|
2022
Australian Unity
date
May - June 2022
role
Senior Product Designer
Boosting user engagement with fun and personalised wellbeing plans.
Australian Unity observed a drop in user engagement with their My Real Wellbeing App. After three years, the app's daily active usage was low. The core team had been adding new features to address this issue, but they hadn't focused on understanding the root causes of the low engagement. During our six-week engagement, the goal was to modernise the UI while also addressing the app's fundamental engagement challenges.
Discovery
Heuristic review
Accessibility audit
Usability testing
The My Real Wellbeing App allowed users to set and monitor their wellbeing goals over time. It also featured a wellbeing index survey, developed in collaboration with Deakin University, which assessed users' wellbeing based on seven key criteria.
The app struggled with low daily active users, as many customers would download it, log in, and then never return. During discovery we aimed to deeply analyse the existing app using the 10 design heuristics and perform an accessibility audit.
This helped plan and conduct usability testing with 10 users, offering a detailed understanding of the pain points and opportunities for the design phase.
The app struggled with low daily active users, as many customers would download it, log in, and then never return. During discovery we aimed to deeply analyse the existing app using the 10 design heuristics and perform an accessibility audit.
This helped plan and conduct usability testing with 10 users, offering a detailed understanding of the pain points and opportunities for the design phase.
MAIN PAIN POINTS
high impact
Lack of structure and direction.
Most users reported feeling confused and uncertain about what to do next, causing them to navigate through menus and features without purpose.
high impact
Cluttered and inaccessible user interface.
The inconsistency in hierarchy, touch targets and heavy content made the user feel uncertain about whether certain elements were interactive.
HIGH impact
Default tasks in onboarding and set-up.
Many users felt some tasks didn’t make sense for them personally. They also had a hard time adjusting their settings to match their preferences.
Design
User flows
Low-fi design
Prototyping
Mid-fi user testing
In our design process, we focused on exploring various solutions through conceptual development and brainstorming sessions.
After several rounds of sketching and wireframing, we concluded that the best approach to address these challenges was to engage users with personalised tasks. By completing these tasks, users could recognise their value and build momentum in forming habits.
Additionally, crafting a more inviting, enjoyable, and intuitive interface could encourage users to confidently explore new tasks.
After several rounds of sketching and wireframing, we concluded that the best approach to address these challenges was to engage users with personalised tasks. By completing these tasks, users could recognise their value and build momentum in forming habits.
Additionally, crafting a more inviting, enjoyable, and intuitive interface could encourage users to confidently explore new tasks.
Results
Our hypothesis was confirmed, and the redesigned user interface received favourable feedback. This confirmed that we were moving in the right direction for boosting daily engagement.
8/10
of users said they would come back to use the app.
26%
increase in System Usability Score
(65 in previous test. 82 in final test)
solution
Tailor the user experience to meet their specific needs.
Each user has distinct wellbeing requirements. By customising essential tasks to fit their personal preferences through an onboarding questionnaire, we help them adopt healthier habits without feeling overwhelmed.
Ensure users stay concentrated on their tasks.
By showing only the tasks users need to complete each day, we simplify their experience and boost their sense of achievement, preventing any confusion about what to tackle next.
Motivate and affirm through progress tracking.
Helping users visualise their detailed progress through data and affirmations can boost their motivation and keep them coming back.
Delivery
Future road-map
Foundational UI kit
As our six-week engagement wrapped up, following the successful testing of our proof of concept, we aimed to provide Australian Unity with clear next steps.
This included a basic foundational UI Kit to assist in developing features and content not covered during our time together, along with a backlog of functional features to prioritise in the upcoming phase of testing and refinement.
This included a basic foundational UI Kit to assist in developing features and content not covered during our time together, along with a backlog of functional features to prioritise in the upcoming phase of testing and refinement.
