XINGLU YAO
XINGLU YAO
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WEconnect

According to U.S. Department of Health and Human Services, nearly 80% of people suffering from substance abuse relapse in their first year of recovery. WEconnect is a startup that strives to help patients stay accountable to treatment plans in their first year of recovery. As the lead designer in the team, I am in charge of redesigning the consumer-facing Application.

Type: Mobile Application 
My Role: Product Design Led 
Company: WEconnect
 

Tooltips

WEconnect Strives to help patientsSubstance use disorders (SUDs) affected 20.8 million Americans. stay accountable to treatment plans Treatment is disconnected and lags behind other medical interventions. For example, Treatment Centers often gives patients care plans written on a piece of paper, making it hard for patient to stay accountable.in their first year of recovery.The first year of recovery has the highest relapse rate. For instance, relapse rates for alcoholism and alcohol abuse during the first year of recovery reportedly start as high as 80 percent, after two years that frequency falls to 40 percent.

There are two products currently being developed: Data Dashboard and Consumer-facing App

 

Product Ecosystem

the Consumer-facing App:

1) Helps people manage their treatment plans and daily routines

2) keeps patients connected to their community

3) Inform care providers and family/friends if the patient is under the risk of relapse


 

As the lead designer for the consumer-facing Application, I worked on all aspects of the App. Below I will briefly talk about one of the projects I worked on:

 

 

App On-boarding Issue

40% abandon rate; customer complains about the complexity - had to create documents to support customers

Most of the patients could not finish the onboarding by themselves.

 

Identify Problem

 

INDEPENDENCE

add graph, friciton point

 
 

Appsee data

-Out of 91 participants, 52% completed sign up

31% quit the app at the routine screen

Rest quited at registration

 

User Interview (meta lab findings & quotes)

- takes too long

- I want to learn more about the app before adding routines

 

 

Wireframes

 

UX Testing

We narrowed down more than 50 ideas into six directions:  "scammer biometric characteristics identification", "AI assistant", "senior well-being monitoring", "bank accounts catered for seniors", "senior peer support and easy fraud report".

We identified “AI system” as the most promising direction to prototype

Narrowed down into six directions

Evaluated six directions.

 

Improved On-boarding

 

Flowchart

 

Voice User Interface for Seniors

"Joyce" is the Artificial assistant that lives inside of "Voyce".

Through a voice-based interaction, the artificial assistant Joyce cautions seniors and prompts seniors with next steps. We designed speech scripts based on the flowchart. Below is a few sample clips.

 

APP Interface for Family Members

 

As for senior’s family members, the system provides an app to guide them through the on-boarding process, helps them customize settings, and sends notifications when seniors are having conversations with potential scammers or receiving suspicious voicemails.

The AI system gives each call a “ScamScore” to help family member judge if a phone call is fraudulent.

Onboarding Process:

Blocking Scam Calls:  

 

APP UX Design

APP Sitemap

Wireframes

 

Testing Voice Interaction with Seniors

We prototyped the AI assistant Joyce (Wizard of Oz prototyping) and went through main scenarios with seniors. By observing how seniors interacted with the audio prototypes, we learned how to improve the voice-based interaction system.

We also showed the system’s script and asked senior participants to revise it after interacting with the audio prototype. It helped us make the scripts more tailored to seniors specific needs.

Simplicity: Seniors expressed a desire for simplified conversation with the system. We the script to ask only yes or no questions. If seniors have to make a choice, Joyce will limit the options to two items.      

BEFORE                        
Joyce: “What do you want to do next?”
Senior: ...
AFTER                    
Joyce: “Do you want to end the conversation?”
Senior: "Yes."

Progressive disclosure: Seniors were overwhelmed by too many requests at one time. We modified the script to progressively guide the senior by presenting only one task at a time.                    

BEFORE
Joyce: “What can I do for you?”
Senior: “Add contact.”
Joyce: “Sure. Please provide the person's name and phone number.”
Senior: ...
AFTER
Joyce: “What can I do for you?”
Senior: “Add contact.”
Joyce: “Sure. What is the name of the person you would like to add?”
Senior: “Nancy.”
Joyce: "What is Nancy's phone number?"
Senior: "It's 111-111-111.

 

Testing Mobile Interface with Family Members

BEFORE

AFTER