UI.UX
1 Designer
Role:
UX/UI
Tools
Figma
The award-winning lifestyle and disease management coaching programs bring together expertise, empathy, and technology to move people forward in their health journey.
Coaching offerings possess the capacity to utilize multiple data sources to identify eligible individuals for wellness and health promotion needs. Based on customer capabilities and preferences, identification tools typically include the monthly provision of customer claims data sources: medical, lab, pharmacy, utilization, in addition to Real Age test (Sharecare's health risk assessment tool) responses, and biometric screening results. Demographic data is also incorporated as a source for identifying and providing targeted follow-up on wellness and health promotion needs of eligible individuals.
The Goal
Coaching is a tool to help the user prevent health conditions, this product is broken down into three different coaching programs:
Lifestyle Management
Disease Management
Tobacco Cessation
All 3 programs are delivered by skilled & experienced professionals consisting of:
Health coaches
Registered nurses
Registered dietitians
Tobacco cessation specialists
It is very important for eligible members to enroll in and engage with coaching programs easily through digital platforms (mobile and desktop) as well as telephonically.
The Persona
Just like Challenges, we created Sharecare's Coaching persona with the help of the experience team.
Lifestyle Coaching Program
Lifestyle Coaching actively targets and engages individuals who are at risk for developing a condition.
Using conversational questioning, collaborative goal setting, and varying contact frequency and modality, we connect the participant’s health behaviors with their stated core values and health goals.
The program is personalized to the participant, designed to address the following areas that contribute to overall physical health and well-being:
Exercise, healthy eating, stress management, tobacco cessation and weight management
Additional well-being topics embedded within the program include appointment & medication adherence, depression screening, management and referral (if necessary), education, and management of health numbers and risk indicators.
Value for Users
This program teaches how to take healthy steps to change behavior with the support of a personal coach.
By setting achievable health goals and encouraging small action steps, the member will build confidence through success and more readily progress towards achieving their goals.
Features shown to accomplish behavior change are integrated into the program, including:
Regular contact with a coach by telephone or through digital modalities
Self-directed online programming and tools such as trackers, challenges, educational resources and more
Realistic and achievable goals that build confidence
A collaborative, person-centric — not risk-centric — approach
Coaching Components
To help users achieve their goals, several components and features were designed to support coaching. Together, these elements create the overall coaching experience.
Online Enrollment
Online enrollment allows members to enroll in a coaching program 24/7 at their convenience, eliminating the need to speak with a live agent. This streamlined approach reduces friction in the enrollment process, making it simpler and more user-friendly.
Key improvements include a reduction in the total number of screens from start to finish, combining the enrollment confirmation and scheduling screen into one. The copy was updated to better personalize the experience, engage users, and provide clear orientation to the coaching process. Additionally, the feature allows members to opt-in for SMS communications, further enhancing engagement.
Coach Messaging
Members have access to both live chat and non-live messaging with a coach
Coach messaging is only available for participants enrolled in coaching
Members can ask health related questions to a coach
Coaches can send digital content to members messaging
Lessons
Digital curriculum designed to engage and support individual behavior goals through dynamic, personalized content. This tailored content adapts based on:
Health risks, interests & demographics
Content types include:
Videos
Articles
Slideshows
Assessments
Insights
Smart Messaging
The platform uses smart messaging to engage members in coaching programs
Home feed card
In-app notification
Push notification
Text message
Coaching Incentivization
Members will have the ability to earn a reward for successfully completing a coaching session telephonically or via chat. Incentives are customized based on client contract. This is displayed in Sharecare's Rewards page.
Incentives included:
Coaching Session Completed: rewards for any successful coaching session regardless of channel, purpose or program.
Coaching Session Completed - General: rewards for any coaching session (telephonic or chat) with a “general” purpose.
About Meeting Healthy Goals
12% Behavioral Risk Reduction
58% of employees reported weight loss
55% of employees reported an increase in physical activity
Results for client base of Fortune 500 companies
Learnings
Working on the Coaching product has allowed me to push the boundaries of our design system, from enhancing the chat and messaging experience to developing a comprehensive lesson feature for the platform. Collaborating closely with coaches and clients, I found it deeply rewarding to create something that actively supports and empowers people.