COMPANY/
Teladochealth (US telehealth app)
PROJECT/
Coaching Service for Chronic Condition Management
LINK/
Appstore
Google Play
A highly-rated service with a low user base.
From a newly formed product team focused on the service, we defined projects, created a backlog, and improved metrics.
Evaluating the context
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My work within the Chronic Conditions Management vertical focused on the Coaching Service
Coaching is a service where real people provide one-on-one sessions and chat consultations for users with chronic conditions.
Coaches are experts in nutrition, exercise, and psychological and emotional support.
This essential service has proven effective in helping users achieve their health goals and improve their health numbers like blood sugar, blood pressure and wight.
In our initial approach for data we came across some surprising numbers.
How we assessed the current service state
As a newly formed product team, the product manager and I focused on improving the service experience.
To accomplish this, we needed to map the service end-to-end in order to get valuable insights.
We conducted a service blueprint mapping workshop where all teams presented how they contribute to each step of the customer journey, people involved in each team, running and future projects and discover pain points related to teams interactions and others.
What we know about ur users
Research Team also provided us previous qualitative research studies conducted for this service highlighting most common issues like:
● Lack of time to dedicate to its health
● Unaware of coaching
● Unfamiliarity with strangers and hesitate to ask for help
● Not sure what Qs to ask
● Don’t want to feel judged
● Overthinking
● Overcomplicating
● Unaware of coaching
● Unfamiliarity with strangers and hesitate to ask for help
● Not sure what Qs to ask
● Don’t want to feel judged
● Overthinking
● Overcomplicating
Grouping this data and Blue Print Map insights I created a synthesis to provide ideas for improvement opportunities.
We selected opportunities more aligned with the business and company KPIs, then presented these opportunities in an effort-impact matrix to prioritise them.
These opportunities were translated into projects to inform our backlog.
Define our goals
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Our efforts will focus on two main pillars: awareness and retention—key areas where we need to generate the most impact according to annual business KPIs .
First/
Increase the number of users taking advantage of the 1:1 service.
Increase the number of users taking advantage of the 1:1 service.
Second/
Increase the number of users who complete their first three sessions.
We also noticed another important area with a lot of room for improvement to work in the future: Engagement
Our effort will be focus on braking users inertia to starting coaching interactions. Initial idea is propose a plan based on progressive disclosure and gradual engagement to increase trust, necessary to schedule a session.
Our success will be measured by CRO and a comprehensive metric that integrates all chronic condition-related services based on improved health outcomes.