Freelance UX Writer

Onboarding Experience Revamp

Context

Building trust quickly with new patients is paramount for digital therapeutic service providers.

Between clinical forms, technology use agreements, insurance verification, and the personal information required to get started, the whole process can feel overwhelming.

COPD patients found Wellinks’ service valuable once they made it to their first telehealth coaching session. The difficulty was getting patients through the onboarding experience, where Wellinks noticed a steep drop-off rate.

Goals

1. Wellinks wanted to make the initial agreement forms easier to understand so that patients felt good about mutual responsibilities and the security of their personal health information.
2. Wellinks also wanted to make the onboarding process less overwhelming so that patients felt confident creating an account and scheduling their first appointment.

Implementation

I helped Wellinks write overviews of their Terms of Serivce, Privacy Policy, Informed Consent for Telehealth Care, and Notice of Privacy Practices, to make the purpose of each easier for patients to understand and agree to.

I also reviewed and edited UX copy throughout Wellinks’ designs for their new onboarding flow to ensure the information was clear, succinct, and relevant so patients would feel confident completing each step.

“Working with Evy was a pleasure; she was thorough, organized, and thoughtful in her project planning and her approach to our challenge. She worked with our team to understand the context and goals of what we were trying to accomplish, and was able to provide feedback directly in our tools so we could seamlessly communicate and respond to design and copy suggestions. Beyond just thinking about copy, Evy kept in mind the entire user experience and user goals to make sure that the copy reflected the goals of our screens and interactions. Evy’s work helped us fill in gaps and make our user experience clearer and simpler. By bringing her in, we were able to simplify our onboarding form and turn the copy from an afterthought to a strength.”

Ellen Su
Chief Product Officer
Wellinks, Inc.