Fora Therapy
Company Overview
Fora Therapy is an online marketplace that allows people living with a disability to find and work with Allied Health Assistants (AHAs). Furthermore, Fora Therapy is a mobile allied health service with AHPs (Speech Pathologists and OTs), who live all over Victoria, providing services to clients in a 25-30 min radius' from their homes.
Project Overview
After an AHP (Allied Health Professional) client referer (i.e. Service Coordinators, parents, other AHPs) is unable to be assigned a Fora AHP, how can we keep them engaged long-term so that they might refer more clients in the future?
Deliverables
Hi Fi Wireframe
Prototype
User Flow
Discover
Insight Into The Problem
UX Research
The team encountered a few challenges early on in the project. Surveys were sent out to a mailing list provided by Fora and interviewees were asked to participate. However, no responses were received due to the tough topic. With the project only being a 4-week sprint, we had to keep our heads on a swivel and take a different route through industry interviews and desk research.
Define
Scope Down The Focus
User Journey Map
Affinity Map
Based on our interviews and desk research we conducted, an affinity map and user journey map were utilised to showcase the common trends and pivotal topics. This allowed us to discover three key insights. Transparency, communication, and post-rejection support.
Transparency allows clients to appreciate the clarity of why they’re being turned away from a service.
Communication provides clients with an understanding of providers and the ability to assess their own next steps.
Post-rejection support is crucial for staying in contact with waitlisted customers, engaging them further and providing possible solutions.
Develop
Potential Solutions
HMW — How Might We
HMW provide a supportive experience to clients post-rejection, to maintain engagement and a positive relationship with Fora.
HMW provide transparency from the beginning, to avoid delay in treatment.
HMW refine the onboarding process, so as not to overwhelm clients.
Sketches
Brainstorm
After discussing and landing on our three key influential HMW's, the team began generating ideas through sketching. Brainstorming was also a part of this ideation stage in the project.
MVP — Minimum Viable Product
Similar to our HMW's, the team worked together to put forward our most viable ideas that resonate with the project brief. A voting system was conducted to decide the ideas to further develop as a team. Looking at the graph below, rewording rejection email, newsletter/resource hub, and simple pre-form and interactive map were all top voters.
Deliver
Solutions & Usability Testing
Day 1 Solution
Prototype & User Flow
When providing our solutions to Fora, we split the team into 2 groups, day 1 and day 2. The day 1 solution represented a delivery that was low effort and high value, being the reworded rejection email and the newsletter/resource hub. Before the project, Fora had an automated email that was used for every rejection, regardless of the reason.
However, now Fora will have options for what email to send, creating a trustworthy connection with potential clients. The newsletter/resource hub will also be beneficial in retaining potential clients by keeping them in the loop and consistently updated.
Day 2 Solution
Hi Fi Wireframe
The day 2 solution we presented to Fora revolved around a reworked pre-form and interactive map. The concept behind this idea was to visually represent Fora's capabilities when taking on new clients. The main reason clients were rejected and placed on a waitlist was due to location. Now, potential clients can get a preview if they are eligible before filling out a heavily dense information pre-form.
Conclusion
With this 4-week sprint for Fora Therapy, the team was able to provide several solutions that we believe would be beneficial. The first week and a half were challenging in all honesty, due to the lack of responses we received. However, this obstacle also allowed the team, and especially myself to be well prepared to take a different route, keeping everyone on their toes.
Overall, the team met the project brief requirements and built on other solutions to provide further options. With more time with Fora Therapy, our next steps as a team we aim to achieve would be usability testing, interviewing the waitlist sentiment, refining wireframes, and building prototypes.