Harken Health Join Experience
How might we provide the right information at the right time for members as they join Harken Health that demonstrates our relationship based caring culture?
We conducted user testing that led to more useful designs of our Welcome Pack that was sent to 4,000 members.
I was the Service Designer for our ‘Join’ phase of our members experience. The Join phase had four main phases
- Aware - understands how a member becomes aware of Harken
- Shop - how a member shops for Harken
- Enroll - the enrollment process and payment process of a member
- Take Action - how we as Harken welcome and provide direction on what to do next for a new member.
This work focused on the Take Action phase, how we welcomed members to Harken, what information they needed to receive as confirmation for their enrollment in health insurance, their expectations on information and what action they should take next.
We created a usability study protocol and conducted user testing with 10 people, our call center reps and sales team. We incorporated insights into our designs of 2017 Welcome Pack.