The challenge
In this iteration we focussed on simplifying our existing features and making our messaging more relevant to the people using Patchwork.
Patchwork is a supercharged phonebook, it connects people from different agencies who share a client, people like the police, schools and health and social care workers.
Using existing data
We used analytics to identify any key drop off points during on-boarding, these included account activation and the sign up form itself. The next step was to try to understand why. We looked at all existing interviews with users we had done and grouped them by user type – managers, social workers, call centre staff – and began to identify common blockers like the fact they didn't know if their colleagues were using the service or that they weren't sure if their managers wanted them to use it. We were also noting what positive experiences active users had.
Identifying blockers
While I was doing this the team in Australia ran user testing sessions to understand how practitioners interacted with the existing on boarding.
It became clear to us that the biggest blocker was the language we used, people were not sure whether Patchwork was a messaging app for them and their colleagues or another case management system for their clients.
Search for clients by name and discover who from other organisations – including health and social services – is working with them and access those professionals' direct contact details at a glance - Updated messaging
Understanding goals and motivations
During testing we noted people's concerns and developed a visual language of helpful badges throughout the product where practitioners may need reassurance. For example:
- search for the clients you are most concerned about
- help others share information to improve your client's care
- your organisation’s clients have given consent to share information
I was able to change my style of engagement and get the client off to a really good start
Social worker – Children's services
Iterate the product
We redesigned the on-boarding funnel from the initial invitation email to completion of the first task. We improved calls to action based on the user's goals and removed all steps that were irrelevant to the user's goal of finding out who works with their client.
We followed the sprint up with a few more user testing sessions which helped us prioritise the next sprint where we removed niggles in the new on-boarding journey making it more flexible and improved how we lined up secondary tasks for the user.
