CLOVI

CLIENT

Clovi

CONTRIBUTION

Research, Visual Design, Prototyping, Content Strategy

DURATION

Sept 2017 - November 2017

Clovi improves community and workplace health by streamlining how key biometric data is recorded, analyzed, and shared. Clovi is the only HIPAA-compliant, digital health screening platform designed to handle every step of the process for all stakeholders: from participant scheduling, to data collection, aggregation, and communication.

THE CHALLENGE

I was brought on to this early stage startup to refine their current software service platform and to help strategize their next pivot in the the healthcare industry. As an experience design consultant, and working with a lean startup, many of my contributions were integrated into projects that were already underway with only a short span of time between the start of a project and deliverables.

 

My role encompassed many areas of design which including researching the current usability of the Clovi platform and service design overall.  I undertook aspects of copywriting, branding, visual design, and data visualization for the pitch deck, and ultimately content strategy to expand the accessibility of Clovi's data analytics from web to print material for health screening participants.

 

BACKGROUND

  • Employers hire health screening companies to collect, analyze, and aggregate employee health data in order to customize wellness initiatives and better support the health of their working communities.

 

  • The employees, who are the screening participants, experience screenings as inconvenient or tedious with results which are difficult to obtain or understand.  This results in lower turnout rates for health screening events, and an incomplete representation of a community’s health overall.

 

  • Health screening companies have incentive to make the process more convenient and accessible so as to increase participant turnout rates, deliver more valuable health data, and scale their businesses.

 

PRIMARY RESEARCH

Insights from Health Screening Event at Alpha and Omega Semiconductor, Inc.

September 7, 2017

 

Employer: Administration/HR

 

Maria | Administrative Supervisor

 

In the past the employer hired an event planning company for the health fairs. This time they arranged their own health fair and hand picked the companies attending with the constant being their insurance company.

(the employer is taking more control over customizing their employee’s experiences as well as being willing taking on the extra workload, relevance=engagement which outweighs the extra effort needed to customize)

 

They found the screening company through their Insurance Broker

(The insurance broker the connector, the trusted entity)

 

They have a designated wellness branch of the company which plans Friday workouts, Fall and Spring Walks, and other Wellness Social Programs.

(Confirms assumption that companies are investing in employee health and wellness in other ways, diversifying.  How does Clovi fit into the ecosystem of this diversifying?)

 

They generate awareness and participation with incentives like prizes and providing food. They had food and a raffle employees can enter when they get signed off on visiting a certain number of booths, thus encouraging engagement.

(Awareness and engagement are challenges and these are HR’s solutions.  How can Clovi help with awareness and engagement? more screenings for each employer is a plus for everyone)

 

They also send out emails with surveys for employees to give feedback.

(giving employees a voice is important as well as the employer’s desire to improve the experiences they are funding)

 

Some insight into the administration's direct interaction with Clovi: 

They would like to receive a notification of which employees signed up and a way to remind  employees of the upcoming screening, and to make a screening appointment.

(Peace of mind and proof that Clovi is being utilized is helpful, as well as enabling/empowering Employers with actionable contributions during the sign up process is important, Employers are invested in employee participation, how do we create experiences where HR is still performing/collaborating in the screening process, or give the feeling of performing their duties, versus a complete admin takeover by Clovi?)

 

The Administration would like a direct way to email the employees rather than have Clovi send reminders, reason being that they hypothesize employees are less likely to open emails sent by an outside organization versus their own admin.

 

(side note: do we need a message outlining what employers should expect as part of on-boarding in terms of context, i.e. average %open, %registered %participation to help set expectations?)

 

Healthcare Screeners

 

Tamana | Health Educator

Role: checking in employees and signing up walk-ins, answering general questions about the screenings regarding biometrics and purpose of collecting health data.

 

Tamana was checking participants off on paper since they were missing one iPad, then she would select the participant’s name on the iPad of the screener who is going to screen the participant, commenting it was just easier for her to do it.

(Is there a way to make the process more streamlined? Check-ins and designating the screener with the participant? making open time slots easier to locate for walk-ins?)

(Do we need to adapt the platform for different roles? check in, manager, admin, screener etc.)

 

 

Jared Otto | Admin/Manager

 

Jared had feedback that Clovi did not adjust for age which creates differences in the data analytics, an important factor which changes their feedback for participants.

He also identified the body fat percentage glitch in the real time data analytics, and another glitch where the completed form does not appear to update after being saved.

 

Prior to arriving at the location, the screeners are often unsure what the environment would be for each screening event, constantly communicating back and forth with the employer to allocate the necessary space, tables and chairs as well as explaining what equipment they are bringing and using.  The screeners have also discovered that some screening equipment does not work well outdoors.

(Is there a way for Clovi to facilitate this exchange? via images, or logistics communication?)

 

*Screeners tend to work seasonally, and are often nursing students in need of hours for experience

 

 

Employees/Participants

 

When employees do not have time or capacity to fill out the on-boarding info and questionnaire, but have signed up for a screening event, they take an extra 5 minutes to complete the on-boarding at the start of their screening session.

(How to we encourage employees to sign up before their session, especially since it takes only 5 minutes?)

 

Overall the event went pretty smoothly, and screeners were happy with the ease of use of the platform.  

 

To further validate these insights, I would like to get more interviews with participants or with screeners regarding participants at future onsite screening events.

 

VISUAL DESIGN

Clovi Green was already set as the brand color, the challenge was to select compatible colors for data visualizations and to refine the brand story and visuals for the platform as well.

Round 2 settled on the above color choices:

Green is a great color to invoke a sense of health, progress, and youthful energy. Blue is a common color in the healthcare industry since it invokes a sense of trustworthiness, cleanliness, and calm. I wanted to find a red that is not too dark and also not too alarming as a call to action color. The neutral dark grey has a cool undertone to be less ominous and the white has a warm undertone to be more energetic and positive.

I would like to refine the colors further once we have used them in some mockups of the platform and data visualizations.

Referencing Clovi's logo typeface, Gotham-Book and Avenir were visually compatible.  I proposed Gotham-Book for the Headline text since it had more presence and solidity than Avenir, which has an open and lighter and feel as well as readability, suitable for the subhead and body text.

 

DATA VISUALIZATION

I worked with the team on research and visuals for the pitch deck which would tell the story of how Clovi plans to positively affect the health screening industry and the chronic diseases they aim to prevent and help treat. 

Below are a few selected rough sketches created for feedback from the team.

 

CONTENT STRATEGY

Synergy is a screening company new to using Clovi. They prefer using printed health report cards for their participants because their screening demographic usually did not use the internet nor did they have regular access to computers.

They wanted a printable health report card compatible with Clovi's software with a more straightforward presentation and customizable content.  They indicated a need for some kind of notation for when a participant was under special health circumstances, i.e. smoking, pregnant, body building or going through treatment for an extreme illness, as this may drastically skew their health screening results and produce inaccurate analytics.

Synergy provided a list of requirements, some of which would be addressed with customizations to the software and others to the visual layout and content strategy which I parsed out here:

Required:

  • Previous years data for all scores

  • Grade

  • Actual score

  • Ranges

  • Name

  • Landscape

  • Single page

  • Take action Tips

  • Custom Questions

  • Tobacco use


 

Strongly requested:

  • Pregnant overlay (watermark overlay across page that says Pregnant)

  • Ability to add and search by nick name

  • Custom tips based on Grades 3 levels(A thru B, B- to C-, and D+ to F)

  • Ability to search by DOB

  • Fasting vs Non fasting indicator in Glucose

  • DOB at top with Name for identification

  • Place for custom notes that would appear on the entry screen the next year.

  • Improvement arrow

They also provided a mock-up they created previously but never completed. (Depicted below)

After the initial project debriefing, I requested further reference materials in order to better understand the context and needs of Synergy and their participants.

  • An Intake Sheet Sample

  • Tips/Text Fill (example of custom notes a coach or screener may write)

  • Mybiocheck (a competitor to Clovi) Sample Report Card

Further instruction from Synergy: "The attached report mock up is a pretty good representation of what we are looking for. The report really wouldn't look any different for the outliers except just a note to distinguish pregnancy.  We would like to try to balance and lessen the color saturation so that we don't go thru as many ink cartridges and we go thru them in a relatively balanced way if possible."

Round 1 Design Notes:

  • Using just colors and letters are enough for people to understand their health risk, no need for arrows or graying out letters.

  • Icons and Images are also redundant for communicating results

  • For consistency, color and letter pairings are constant rather than changed to gray for previous score

  • Top placement for current letter grade, bottom placement for previous letter grade

  • Graph for ease of reading and understanding information

Notes from Synergy:

  • Preferred horizontal layout for letter grades

  • Make color legend larger for legibility

  • Add AIC to Diabetes Risk

  • Make Yellow a darker shade for legibility

  • Red lettering indicating the tips section

Round 2 Final Design Notes:

  • A more balanced layout to reflect the horizontal layout of the letter grades

  • The top bar contains the participant's individual health circumstances that would affect their scores below.

  • Some refining in sizing and layout to further balance the page and guide the flow of information

These initial rounds were focused on content and layout.  Further design rounds would focus on visual design and any content changes necessary after using the report cards in the field.