Simple Health
Simple Health asked for my support with UX enhancements as they continue to grow and satisfy their customers.
Duration
3 months
Tools
Figma
Role
UX design
Partners
Head of Design, Simple Health
Product Manager, Simple Health
Overview
The product team over at Simple Health desired to improve their customer portal after feedback received from their customer success team.
Problems
1.
Create an order of importance to elements in order to direct a user’s attention and make information easier to consume
2.
Encourage users to feel more in control of their subscriptions and upcoming shipment
Understanding the Problem
The layout was built for mobile use, however, users used a desktop or laptop when inside the portal vs on mobile when using the marketing site or reading the blog. This page had a visual hierarchy issue as users were unclear where to glance and what is important.
Possible Solutions
F-Pattern
Users will start by glazing the upper part of the content area then, down they move down the page and read across the shorter horizontal line for any elements that stand out. Lastly, users will scan the content’s left side in a vertical movement and look for keywords that might catch their eye.
Z-Pattern
First, users start by scanning the upper part of the content area forming a horizontal line. Then, down and to the left side of the visible content creating an imaginary diagonal line. Lastly, they will go back across the right forming a second horizontal line.
Analyzing the Current Process
Bundles were the first offerings. So the system was built to bulk edit rather than edit items individually. Product wanted to figure out how to give users more control over all aspects of Managing Subscriptions.
What’s the current editing experience?
Current
1. Consumers are offered a bundle including items beyond their consultation
2. Users must cancel their entire bundle subscription if they wish to stop using recommended birth control
3. It’s the users’ decision to Snooze or Pause Shipment of the upcoming bundle if a refill is unnecessary
New
1. Consumers are offered a prescribed birth control and other recommended items deemed helpful
2. Users can Cancel individual subscriptions of non-birth control items
3. Users can choose to Exclude or Include subscriptions from their upcoming shipment
4. Users can either Change Refill Date or Delay Shipment of their upcoming shipment