Aetna health and wellness app
How might we foster healthier lifestyles and habits for employees in North America?
About this project
I worked with teams at Aetna and CVS Health to tackle the worrying trend of declining physical activity, especially in the United States. Studies show this decline is closely linked to various health risks. For payer companies like Aetna, this creates a clear opportunity to promote healthier lifestyle choices for their members.
Role
Designer
Duration
Feb - October 2024
Impact
-Part of the team that led the successful MVP phase, launching the product to major Aetna clients in Sep 2024
-Played a key role in securing strong stakeholder buy-in by driving the creation of a highly realistic prototype, effectively showcasing the product’s potential and vision
Design process
Industry research insights
Resources: Corporate Insight Inc
1. Customer analysis
46% of Gen Z-ers and 48% of Millenials find health assessment tools to be very important.
2. Insurer’s outlook
For Payers, health assessments along with wellness programs can improve overall health outcomes and reduce costs.
3. Health assessment tools best practices
-Health assessment through strong visibility and promotions
-Identify health risks and factors members should keep in mind
-Generate actionable recommendations and personalized elements to increase user engagement
Discovery sessions
Alongside our UX researcher and key business stakeholders, we led discovery sessions with participants in the 18 to 60 age range to better understand their needs and preferences for a wellness app. Through a combination of surveys and in-depth interviews, we gathered valuable insights into their health goals, behaviors, and challenges.
Persona
Imagining Elena’s journey
Guided by Elena's goals, we crafted a user journey scenario that closely mirrors her experience. At each stage, we empathized with her perspective, outlining her goals, actions, concerns, emotions, and touchpoints. This allowed us to identify key opportunities to address her needs and alleviate any challenges she might face along the way.
Final design
I began outlining potential experience enhancements that took into consideration the pain points, workarounds, and ideal workflows uncovered during our research. This product was later launched to Aetna’s plan members as an MVP product, and our team continues to iterate, adding enhancements and new features based on user feedback and evolving needs.
Coaching from health care professionals:
Personalized health journey:
Users can set their own goals based on their individual needs and health preferences. We have designed this app to make users feel more empowered to manage their own health goals, the app helps users to stay motivated towards achieving their long-term health.
Users can receive health advice, and actionable tips to help them achieve their health goals. Additionally, we have designed the app so that members can book flexible appointments with their coach, making it easy to support their busy schedules.
Celebrate consistencies and healthy habits:
Users are given personalized tasks to hit their milestones that encourage continued progress. We have designed the checklist to allow users to reap their progress through incentives for staying on track. This helps users stay consistent and celebrate their achievements along the way.
Post launch survey highlights
After the product launch in September 2024, our team conducted a survey to gather feedback and insights on users' reactions and thoughts about the product. This survey was conducted through Disqo and completed by 398 American adults.
Engagement with the product
64% of respondents found the app easy to use.
Importance of health assessment tool
68% think it’s important to have a health assessment tool like this
Health score as representation of overall health status
67% of the respondents, especially men, liked the idea of a health score. However, it was less popular with women, with only 58% saying they liked the idea.