Improving Onboarding for Wellness Wearable App
Apollo is a wearable device that calms the nervous system, most commonly used for sleep, stress, and anxiety. It's the first wearable device for adults that has an output rather than input like biometric data trackers. A new and unique device has a learning curve associated with it. I set out to improve on the current app onboarding.
For Apollo Neuro, 2021-2022
Services: User Research UI & UX Design
Team: Jonathan Carson (Director of Design) Erin Keefe (Product Design Lead)
When someone logs into the Apollo app for the first time, they're led through a short onboarding process to properly connect Apollo to their mobile device. It briefly touches upon how to use Apollo but is reportedly not very specific or helpful.
I analyzed more than 400 survey reponses were recorded from current Apollo users, consolidating and categorizing major pain points. Out of the 10 categories, we narrowed down 3 that would have the best effort to payoff ratio:
1. Hardware – Users were unsure how to properly wear the device and some were experiencing negative side effects such as rashes.
2. Guidance - Users had no idea where to start when using the device and how to get its intended benefit.
3. Seeking Information - There is no easy way in-app to access further information about usage or scientific research.
We incorporated sleek animated graphics from an external design agency that better demonstrates how to wear the device. Copy was updated to be more descripive. Any screens that had information that often caused confusion or questions had links that led to associated Zendesk help pages.
I also designed an optional second part to onboarding which quite literally walks the user through two fundamental tasks - playing a Vibe and setting up a schedule. Due to time constraints we initially launched only the first part of onboarding.
Taking into account the finnicky nature of bluetooth devices, a novel device, and introducing premium features, added complexity to orientation. We had to set up our users for success within a desired time frame in a way that is technologically feasible. In the end, the new onboarding sequence resulted in some people having little better understanding of using Apollo for the first time.