Interactive Health

Moving the needle on user satisfaction
14.3
Net Promoter Score
75%
Usability score
100%
Key feature adoption
95%
clients retained longterm

Our work with Interactive Health has been a powerful example of how design can trickle down to champion and empower.

 

About Interactive Health

Interactive Health is a health benefits management platform aimed at helping employers enrich employee health for millions through its workplace wellness programs. Companies work with Interactive Health to keep their employees healthy and happy, ultimately resulting in fewer missed days of work due to health issues.

Fuzzy Math was introduced to us by a trusted colleague. Although we explored our options with other vendors, we chose Fuzzy Math for the balance between their strengths in user experience research and their abilities in HTML and CSS. They had a strong willingness to work within the project framework that we were accustomed to, as opposed to imposing their own methodology.

TIM HARDY
Chief Technology Officer, Interactive Health

The Challenge

While Interactive Health excelled at identifying health risks and getting members on track to meet their goals, its lack of user research was impeding its ability to make strategic decisions that could radically improve their offerings and harmonize their services. The company offered clients an online website for its wellness program members, but an overabundance of information and a lack of design updates over several versions contributed to a cluttered member platform with a clinical feel, leaving a dated impression on visitors — one very different from the impression left by the highly engaged client services and member health coaching the company provides.

Interactive Health White Paper

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 Re-envisioning a personal health platform through design

By putting behavioral economics at the center of the product process, and empathy at the core of the customer journey, we’ve helped Interactive Health develop a framework for fostering innovation by focusing on the member experience.

Group 3 Created with Sketch.

Putting the user first

Although Interactive Health had a proven track record for illuminating underlying health risks and getting its members on track to meet their health goals, its user experience was being defined mostly in the dark. The company knew that it needed to make some big changes to modernize its platform, but it didn’t know how to conduct user research, plan for, or execute on the steps to make real progress.

Prioritizing information to clarify user action

With so many benefits and resources obscured, Interactive Health struggled with prioritizing its content, presenting its personalized health data, and empowering members to take action to improve their own health situations.

Before and after of the Interactive Health Member Website

Customer experience design

Fuzzy Math provided processes and strategies for Interactive Health to see their product as less of a standalone feature within their offering, and more of a uniquely powerful customer touchpoint within a broader customer ecosystem. Our ongoing partnership has included research, design for the web and native applications, including the creation of a robust design system, and training on design thinking and research.

Our Process

Fuzzy Math became an integrated partner with the Interactive Health team, conducting research within their organization and with their clients. As we worked on the first round of new platform mockups based on our research, we witnessed a monumental shift in perspective, as the Interactive Health team began to see new ways that customer feedback could be integrated into their everyday work, and used to build the next successful iteration of their product.

Moving their team forward through co-creation concepting

Everyone from sales to support began to imagine the opportunities that laid dormant in their respective divisions, and the steps in the customer journey that could be turned into moments of meaning, education, and connection between the company and its customers.

Process photos from the kick-off Workshop & Discovery phase

Project Outcomes

Fuzzy Math became an integrated partner with the Interactive Health team, conducting research within their organization and with their clients. As we worked on the first round of new platform mockups based on our research, we witnessed a monumental shift in perspective, as the Interactive Health team began to see new ways that customer feedback could be integrated into their everyday work, and used to build the next successful iteration of their product.

Product launch press release
“We partnered with Interactive Health to refocus its digital strategy and humanize the online experience. We achieved this through user-centered design, focusing on the human elements of the experience, and leveraging our expertise in healthcare, enterprise UX, and iterative product design. This enabled us to reshape the online experience for members so that the site now more clearly guides them towards achieving their health and wellness goals and supports them along the way.”
– Mark Baldino, Co-Founder, Fuzzy Math
Read the full Interactive Health press release

Phase Two In Progress

We’re working with the Interactive Health team and an external development firm to create Interactive Health’s first native mobile apps for iOS and Android, set to launch in 2018.

Interactive Health White Paper

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B2B, Enterprise, Healthcare, SaaS

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