Enhancing Wellbeing for Essential Workers
Funded by
Concentix X Apple
Role
Uability Researcher
Time Frame
3 Months
Team
1 Project Manager
2 UX Designers
Methods
Cognitive Walkthrough
Survey Design
User Interviews
Quantitative Analysis
Remote Usability Testing
Problem
The ESNTL Wellness app, still in its early stages, faces critical usability challenges. Confusing data presentation, lack of personalization, generic insights, and complex navigation, leaving users struggling to comprehend their health information ultimately hindering their ability to take steps towards improving their wellbeing.
Key findings revealed opportunities to enhance data comprehension, personalization, actionable advice, and navigation. Our recommendations focused on implementing interactive graphs, customization options, clearer data presentation, intuitive navigation, and surfacing meaningful insights.
What is ESNTL Wellness?
How does it work?
Where can it be used?
An enterprise wellness platform developed by Concentrix. It improves user awareness of how daily decisions and environment affect their wellbeing.
Leverages passively and actively collected user data to provide personalized insights and generates tailored tips and actionable recommendations.
A mobile app for individuals to privately input & an admin dashboard that provides organizations with an anonymous view of their employee wellbeing.
Exploring the problem space
To familiarize ourselves and develop a comprehensive usability test plan, our team conducted a thorough cognitive walkthrough of the app across its 4 key flows:
Onboarding, Daily Check-In, Reviewing Insights, Seeking Support.
We accessed the app independently, explored its features, taking note of any usability issues, design inconsistencies, areas of concerns, learnability and ease of use. We then created interaction flow for all key flows on FigJam and shared our learnings with sticky notes. By consolidating and analyzing this collective data, we were able to identify patterns and recurring issues, revealing a clear picture of the app's primary problem areas and opportunities for improvement.
The interaction mapping analysis exposed critical usability barriers in the insight review process, directing our research focus toward a fundamental question:
How effectively can ESNTL users understand and act upon their personal health insights?
Research Goals
To guide our research plan and deliver impactful recommendations, we established these study objectives:
Evaluate users' comprehension of insights data in the app
Identify perceived usefulness and benefits of the insights
Determine user motivation to act on the insights
Focusing on these research areas, our team developed a comprehensive and goal-driven research plan.
Method Overview
We conducted remote, moderated usability testing of the ESNTL app with 6 essential workers, including 3 nurses, 2 firefighters, and 1 law enforcement officer.
Participant Recruitment
We collaborated with the Conectrix's development team to identify potential participants within their network who had either downloaded the app or used it a few times. A screener survey was then sent out to the identified users groups. The questionnaire included questions about their profession, familiarity with the app, and availability for testing sessions. From the response pool we selected 6 individuals, one from each essential profession. Survey can be accessed here.
Testing environment and setup
We conducted remote, synchronous usability testing to effectively observe participants' interactions with the ESNTL Wellness app using Zoom, an Interactive Figma Prototype & TurboScribe.
Facilitation
Participants were asked to practice the “think aloud” method, providing a continuous commentary of their thoughts, feelings, and experiences as they completed designated tasks and interacted with various features of the app. As the lead moderator, I facilitated 5 out of the 6 usability testing sessions. Each test session was supported by at least one other team member who took notes and observed participant behavior.
Data Collection & Analysis
Collaborative Synthesis: We leveraged FigJam's collaborative features to:
Aggregate raw data from usability test sessions, notes from the observer & survey insights
Categorize user feedback and observations
Identify recurring patterns and themes
Prioritize usability issues based on severity and frequency with the survey index
Visual Data Mapping & Quantitative Analysis: Once we had all our raw data in one place we proceeded to
With affinity mapping we cluster related insight
Plotting task completion rates and times
Creating heatmaps of problematic app area
Insight Generation: Through our collaborative analysis, we
Identified critical usability issues impacting user experience
Uncovered opportunities for feature enhancements
Developed data-driven recommendations for app improvements
This streamlined approach to data collection and analysis enabled our team to rapidly synthesize findings and generate actionable insights for the ESNTL app redesign
