WorkLife Partnership App
The Challenge
My previous employer, WorkLife Partnership, wanted to make it simple and easy for clients to schedule a meeting and get support from their Resource Navigator.
The Solution
The solution to the problem was an app prototype that clients can use to message a Navigator and schedule a meeting, all in one place.
My Role
Product Designer
Understanding the User
To begin to empathize with the needs of WorkLife’s clients, interviews were conducted in order to better understand the target users and their pain points. The interviews helped create a more well-rounded understanding of what our users’ needs were.
From these interviews an empathy map was created in order to keep the user front and center throughout the design process, and pain points were established.
Users expressed that time was one of their most valuable resources. With the busyness of life, they did not want to lose time using an app that didn’t add value to their lives.
Financial stress was a common thread amongst potential users. They needed assistance that could help in practical ways, and often were stretched financially in caring for their families.
Based on interviews and a new understanding of needs, a persona was created to represent users.
A problem statement helped concisely clarify the needs of the users:
“Lisa is a single mother who needs to talk to someone about the stressors in her life, because she needs additional support to ensure she is able to provide for her children.”
Beginning the Design
With a deeper understanding of our user, it was time to brainstorm solutions. How Might We questions were developed, and Crazy 8’s exercises helped get the creative juices flowing. A series of paper wireframes were created to establish some early ideas.
Initial digital wireframes were created using Figma, with a focus on minimizing time and effort required to access the messaging and scheduling functions for clients.
A simple layout on the home screen gives multiple opportunities for users to begin the scheduling process
A clear and simple date picker makes it easy to select a date for a meeting
A chat function gives users the assurance that they can message a real person, right within the app
A low-fidelity prototype was created in order to test the overall flow. The initial prototype was tested with target users to gain initial insights and feedback.
The Solution
High-fidelity mockups and a working prototype were created, highlighting the functionality of messaging a Navigator and scheduling a meeting. Accessibility considerations included a language translation option and ensuring contrast met WCAG standards for maximum readability.
Users begin at the home screen that allows them to easily begin the process of scheduling a meeting with their Navigator.
The Meet page defines what users can expect regarding the format of the meeting and who they will be speaking to.
Users continue on to pick a day for their phone call before selecting the time and confirming their meeting.
User Testing
With a working prototype, it was time for a final round of user testing. An in-person moderated usability study was conducted with participants aged 24 to 61. Iterations were made to the prototype based on feedback.
The primary changes included:
Adding an initial sign-up screen for users to enter their information
More context and information about the format of the Navigator meeting
More clarity on the expected timeframe that users would hear back from the Navigator in the messaging feature
More information before users committed to a meeting
The ability to go backwards in the scheduling process, in case users needed to change the date or time
Moving Forward
Impact
The WorkLife Partnership app has the potential to expand WorkLife’s services to many more people. Easy scheduling and the ability to message with a Navigator will allow for more people to use WorkLife’s services and receive the support that they need. The adoption of the app has the ability to truly change people’s lives.
Takeaways
User input and feedback were paramount in this project. Some of the key ideas and iterations came about as a direct result of user input through testing. Truly seeking to understand each person and their perspective is what made this project successful and allowed it to take shape.
Next Steps
Collaborate with WorkLife team to determine options to bring app to production
Monitor utilization of features by WorkLife clients, including scheduling meetings through the app and chatting with a Navigator
Gather ongoing feedback from users and iterate as needed