Airrosti Rehab Physical Therapist Telehealth App
Note: This was shipped but was modified in later iterations.
Airrosti Remote Recovery’s onboarding for new patients as well current patients was a disconnected and arduous experience. Users would drop off, call customer service and get frustrated trying to go from the website that tried to capture some personal information to asking them to DL the app to continuing the onboarding experience. The product team recommended they onboard first on their website and then ask them to DL the app for their appointment but the stakeholders wanted the whole experience to be on their app. I first listened to interviews with patients on their current experience, what they ideally wanted from their PT experience and then took screenshots of the current app, laying them out in a flow with annotations with recommendations for improvement. I also interviewed the providers, going through their experience of the app, what would information would make their experience better so they spent less time asking questions and more time treating the patient. Creating wireframes of some of the key screens helped capture the interview sentiments from both before we embarked on the redesign. Dividing the onboarding experience into sections breaks down the pain points, giving the user a preview of the benefits of the product to increase in engagement. Asking yes or no or multiple questions also increased the time spent imputing information. The results were a much more seamless experience for both the patients and providers.
