Healthy Workers

HW measures the employee-wellbeing through surveys, so the success of the service relies heavily on user input. This means that the moments the product has contact with the user have to be near-perfect. The form of contact was mainly through mail and product copy and therefore HW's tone of voice and storytelling capacity were very important.

Back then, the length of their service took 13 weeks. So I had to think about when the contact moments are with the users, what we are telling them, how we tell that and especially how they will probably feel when that happens. This is (quickly) sketched out in the image below, there are the moments of contact and how the users feel when those contact moments happen.

When the users start using the product, the relationship is still non-existent and thus the first impression really counts. In the surveys HW asks some personal information from the users, so the voice has to account and reassure the fragile trust the users have from the start. Since the product is used for 13 weeks, we can build a relationship over time, and with changing relationships the tone shifts as well. We started out with these characteristics.

- Lively - You want to bring change and an alive character to the users

- Enthusiastic - It's good to approach users with good energy and communicate in positive words (happy little treest)

- Curious - The product needs to knowΩ information of the user so it should be curious in a friendly and unobtrusive way

- Humble - Since the product is new to the user, it should present itself humble to get to know the user

- Trustworthy - Always tell what we do with the information of the user and show that we are consistent with the users privacy.

Later in journey the tone shifts to more

- Caring - Since the user is giving information to Healthy Workers, the tone should care more and more about that data

- Subversive - The product now shows that the user that HW is different from others by making jokes when appropriate and giving users a smile.

Together with talented colleagues at Fonk we designed the navigation, interaction and concept of the Employee Companion (the employee interface). This was a process of working closely together with Oskar Smith (User interface designer), Erick de Jong (Art Direction) and Jasper Bunschoten (UX designer). These are the sketches that made it through and became the designs you can see in the images above.

While using the product we gathered as much feedback as possible from the users. We did this by analysing our quantitative data from Google Analytics combined with interviews from one of us who goes by the client. We discovered that the onboarding of the product didn't fit the needs of the users at all. This made them hesitant to give Healthy Workers their data and gave off a signal of distrustfulness. Together with Pim Jenniskens (UX designer) and Daan Rongen (UX designer) that was the first problem we needed to solve.

We had to compile our user research to something we can work with. We chose to use an empathy map because the users are really diverse (demographics, interests, etc), but in terms of what they need on their work it's mostly the same. 
When we got this in place, we did some crazy eight brainstorm sessions to think of new ideas that could fit inside the new onboarding flow and fit the needs of the users. That resulted in the redesigned onboarding flow in the image below.

For further information on Healthy Workers. You can visit their website