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?

WORK AT
Harken Health

TIMELINE
2 months

ROLE
Service Designer

ACTIVITIES
Touchpoint mapping
Service blueprints
Workshop facilitation
User Testing
Prototype development
Communication implementation

OUTCOME
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

  1. Aware - understands how a member becomes aware of Harken
  2. Shop - how a member shops for Harken
  3. Enroll - the enrollment process and payment process of a member
  4. 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.

  Timeline map of all the variations when a member could receive their Welcome Pack, ID cards and payment reminders

Timeline map of all the variations when a member could receive their Welcome Pack, ID cards and payment reminders

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. 

  Feedback based on usability feedback

Feedback based on usability feedback

  2016 Welcome Pack, beautiful and simple however lacked essential information

2016 Welcome Pack, beautiful and simple however lacked essential information

Onboarding blueprint for all communication. Salmon boxes indicate improvements or new ideas