fora /
onboarding process / 2.5 weeks / Oct 2022
problem space
Fora, a start up in the allied health space, needed a refresh of their onboarding process. They needed a solution that delivered a lot of important content in a fun and easily digestible way and ensured the allied health assistants (AHAs) were knowledgeable, confident and prepared to take on clients post onboarding. They needed a solution that addressed the fact that 50% of client matches were lasting less than 1 month.
the goal
Deliver an onboarding experience that was fun and efficient for new AHAs, that gave them confidence with a clear understanding of their scope of work and delivered long lasting working relationships with their clients.
my role
DISCOVER
Define the problem space
1:1 Interview support
Survey creation
Desktop / Competitor research
DEFINE
Research synth
Affinity Mapping
Define Key Insights
DEVELOP
How Might we formation
UI research
DELIVER
User flow
Wireframes/Testing/iterations
UI Lead / Hi-Fi Prototype
Presentation design/present
PROBLEM STATEMENT 1
AHA's who are new to Fora, feel nervous & are lacking confidence around their new role due to an overwhelming level of critical information. They need an engaging, supportive and easily digestible onboarding experience but face a solo process with hours of reading material.
what we did - research
We started with our foundational research, we did a competitive analysis on what onboarding looks like for Fora competitors, we delved into 2 white papers around AHA's and their roles to better understand the brief.
We then surveyed 13 AHA's, Interviewed 9 Fora AHA's and 2 Fora Customer Service team. Externally we interviewed 2 AHA's and 2 Allied Health Professionals (AHP's)
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Our research revealed that there was a lot more than the onboarding that were pain points for the AHAs.
what we found and why we changed direction
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PROBLEM STATEMENT 2
Allied Health Assistants new to Fora feel anxious about working with clients and require more ongoing support and education about their role & the client but face a lengthy and convoluted onboarding process with inadequate follow up.
what we synthed​
what we defined - the pain points
The meet & greet came up as a very strong pain point: the AHAs felt unprepared with little information as well as not feeling safe going into a strangers home without a support person.
Better client matching & relationship development: The AHAs are experiencing long waits to get their first client and then have little information about the client and the family when required.
Ongoing education and professional development: The AHAs want feedback to know how they are performing or guidance/mentorship if they aren't, educational videos/modules
Understanding the scope of work and AHA role: AHAs feel that their roles are not defined and misunderstood as far as the Clients go, they are often viewed as a 'Carer' rather than as a therapeutic assistant.
Employee experience: The AHAs want to feel like they are part of a team, part of Fora. A community that will support them and they can also learn from.
who we are designing for
moving into the solution space
Analysing our research, defining Asha and going on a journey with her we realised that the onboarding process could be refined and made more fun but that we also had to address the community, relationship building and ongoing development and education pain points.
We defined 2 flows and attributed IA, one for onboarding and one for an internal AHA portal.
what we delivered
Lo-Fi to Mid-Fidelity Wireframes - Iterations
Mid-Fidelity to prototype Wireframes - Iterations
The solution we delivered was a two fold approach, a dedicated AHA portal and a simplified user flow and onboarding
We expanded Fora's colour palette and tested our designs for the highest accessibility rating as it was also a key factor to implement due to the population of Fora are people living with a disability.
We conducted 13 usability tests and had 10 iterations in total across the two flows. As a result we increase the usability result from 75% to 90%.
how we delivered on the pain points
Meet + Greet
Zoom In, Buddy System,
new copy,
downloadable checklist
Client Matching
More detailed client profiles, giving AHA s more up front information for a better client fit
Professional Development
Learning Platform accessible to signed in users
Understanding of Work
Learning platform, clearer onboarding flow
Community Support
AHA forum, buddy system, AHA merchandise for uniforms
quotes + insights from final prototype testing
looking ahead
Short term
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Zoom in to Meet and greets for new clients and families
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Leverage Socials through targeted campaigns
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Create more detailed client profiles
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Fora Merchandise for AHAs
Mid term
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Develop learning platform
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Buddy System
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Onboarding Flow & Content
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Incentivise quick onboarding
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AHA mentors
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Educate while waiting on clearances
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Mobile responsive web app
Long term
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AHP Relationship Facilitation
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'Up FORA Chat' - FAQ Chatbot
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Integrate a booking system between clients and AHA's