CASE STUDY
Livara Health
Product Design, UI Design, Product StrategyLivara Health
Challenge
Livara Health provides hybrid physical therapy care for those struggling with chronic pain due to musculoskeletal issues. Having built their own custom platform to intake patients, manage medical records, and deliver care; little focus was placed on the onboarding experience leading to substantially low conversion rates.Original Application – Onboarding
Scope
I was tasked to refine and optimize patient onboarding including account creation, account activation, and medical intake. I had to ensure all required medical data was collected while establishing a more performant onboarding process.Original Onboarding Flow
Split across three sections, the original flow has many complex sections and follow-up steps leading the user to a winding and uncertain process.Origingal onboading flow – 24 steps across 3 sections
Key Issues
The original onboarding experience had confusing interaction patterns, dense medical terminology, and core usability issues.Original Application – Key Issues
Onboarding Refinement
I led the team for multiple workshops with key medical staff to reduce and reorganize questions across the onboarding experience. Quick wireframes and design pillars were created to refine further and minimize the experience.Engage Users Early
Show them that we care. Reducing their pain is our first priority.
Be Explicit
Describe what is needed and why. Be clear with expectations.
Get Them to the Coach
The faster a user interacts with a coach, the better the experience.
Onboarding Refinement - Wireframes
New Onboarding
I established a new design system to improve core usability and accessibility. Building first for mobile web allowed for further testing and refinement of copy and flows during development.New Onboarding - Designs
Final Results
The updated onboarding experience provided an instant improvement in all core metrics. These improvements helped Livara reach more patients and reduce their pain. The onboarding design library and style were used as the foundation for the next stage of application development leading to a full redesign of the core application. Livara - Core Application Redesign
UX Designer — Peter Knocke
LEAD DEVELOPER — Garret Grube
Product Manager — Julianna Dewsnap
DIRECTOR OF PRODUCT — Jason Goodhand
LEAD DEVELOPER — Garret Grube
Product Manager — Julianna Dewsnap
DIRECTOR OF PRODUCT — Jason Goodhand