Creating administrative tools for clients to customize participant experiences in the Engagement Rx platform
Introduction
Avidon Health comprises a team of behavior change experts focused on providing individuals with the tools to create lasting health and behavior change outcomes. Through the Engagement Rx platform, participants can access a library of health-related content, participate in Cognitive Behavioral Training (CBT) courses, and engage with real health coaching experts.
In addition to the participant-facing platform, Avidon Health also offers an Administrative CRM tool for client companies and their own care teams offering the Engagement Rx services to their customers, employees, or organizations. This admin tool allows clients to customize the Engagement Rx platform to provide more meaningful and individualized experiences for their participants.
My role
As a UI Designer at Avidon Health, I collaborated with my Senior UX Designer, Chief Technology Officer, and a team of developers to innovate new features in the Engagement Rx Administrative tool offered to client companies offering the participant-facing platform to their users.
In collaboration with my team, I worked on feature brainstorming, ideation, wireframing, low-to-high fidelity prototyping, and developer handoff.
Challenge
01
Clients need to manage intake processes for their participants
Intake processes, which are integral to onboarding new coaching participants and gathering benchmarks, are often done through third-party survey tools, word documents/PDF attachments, or over the phone. These are then entered into the coaching CRM manually.
02
Currently, coaching is done primarily through traditional email or SMS communications, where content is sent as file attachments or in messages.
Currently, Engagement Rx platform provides a library of content but exists fairly independently of coaching.
03
This is currently also done through a variety of external resources and tools that vary among different coaches.
Defining the problem
— How might we better support and address the needs of care teams and health coaches in their work?
Goals
Facilitate intake processes for coaches to collect information from their participants through the admin platform
Give coaches the ability to create individualized learning experiences for their participants through a variety of different content
Mitigate the need for third-party resources during the health coaching process
Create scalable systems that can be expanded upon to serve any number of existing or future clients and partners.
With these ideas defined, we set out to develop a suite of features within the Admin Tool to create powerful and comprehensive health coaching and educational experiences for participants, beginning with the following:
A Content Management System for managing content within the system and creating new content.
Design Process
We utilized an Agile development process throughout this project, dedicating several design sprints to building out both of these features and addressing the identified challenges. Our approach was largely iterative and multiphasic; we broke down both features into manageable pieces, allowing us to continue to design and develop them with the other in mind.
Sketches
For each feature, I sketched multiple versions of potential approaches to visualize ideas and explore many options before converging on a particular avenue based on business and user needs.
These sketches were then translated to low-fidelity wireframes to get a better feel for how they appear onscreen and further drive conversations with stakeholders.
Early Designs
We went through many iterations of these features before arriving at our final design. These changes reflected a number of shifts in larger system design and architecture, business priorities, and shifts in scope.
Early content management system design
Early Flow system design
Validation and Testing
Because Avidon Health has its own team of health coaches and subject matter experts (the primary content creators of the organization), we were able to test the tools with real users in context and elicit feedback internally before launching with other teams. This provided us with valuable insights on nuances within the Flow creation process that were overlooked in the first iterations, which ultimately informed subsequent designs.
Final Designs
In our final designs, we created two comprehensive tools that sought to accomplish the needs we identified for health coaches using the platform. While the tools were built to reflect the current business needs, they are also intended to be scalable with the ability for the company to rapidly develop new functionality as needed by clients or the internal team.
Content Management Admin —
Producing content tailored to your team and participants
Through the content management system, portal administrators and health coaching teams can create and import health content to the participant portal. This allows organizations to utilize system-wide content from the Avidon team as well as allow them to create or import their own content to the platform for use.
Integrating content with coaching
These content items can be used for a number of different uses as they can be accessed by participants themselves in the Engagement Rx platform’s Content Library, from direct coach communications, or when engaging with an Experience Flow.
Flow Builder —
Composing individualized user experiences
Utilizing the infrastructure of the Content Management System, portal administrators and health coaching teams can stitch together survey questions, customizable content, and other integrations to create a sequential flow for participants to complete. This feature enables a variety of use cases for bolstering engagement between organizations and their participants:
Creating tailored intake processes as organizations onboard users.
Facilitating microlearning experiences, in which educational content, quizzes, surveys, and coach interactions can be integrated through a flow.
Building a flow
Creators can drag from a list of components — including question inputs, blank content pages, content from the Content Management system, user registration forms, and more — in the interface’s sidebar pane to the builder canvas on the right. This opens up the component’s settings which can then be configured to suit that step of the flow.
In the builder canvas, components can be stitched together to determine the order that they appear in the final experience. This also supports logic branching, enabling the flow to adapt based on user responses.
The flow experience
Once flows are created, clients and their care teams can link participants to flows and provide rich microlearning experiences catered specifically to their needs.
Conclusion and Learnings
By the time of launch, we created a tool that enables health coaches and client administrators to deliver fully customizable and life-changing experiences to users.
Iteration and agility
During the design process, we experienced several shifts in business priorities, client company needs, and approaches in larger system design and architecture. This impacted many of our design decisions and required us to stay agile.
A crawl before run
Because of the large scope of these features (and the Admin tool in general), breaking down the features in a multiphased approach allowed us to make steady progress while continually refining our design with changing needs.
Solutions that scale
One of the more powerful aspects of this product is its scalability, which allows it to be leveraged for additional purposes. While in the early phases of the Flow System release, we started with a limited set of components, our team has explored many additional uses for the system that can be developed in the future to grow and expand the system
