Remi Health –
Subscription feature
Subscription feature
CHALLENGE
The challenge was to provide users with a straightforward subscription option for our STI testing product. However, as we embarked on this design journey, we realized that there was an opportunity to take our subscription feature to the next level through research and user feedback. With a deep focus on user journey we were able to define the pain points of a standard subscription model. We aimed to enhance user engagement and satisfaction by offering a seamless and personalized experience.
Approach
To elevate the user experience, we decided to delve deeper and conduct user research to better understand the needs and preferences of our users. This research-driven approach allowed us to identify areas for improvement and develop a more comprehensive solution that went beyond the basics of subscription.
user research & user testing
During the initial design sprint, we started with the competitors analysis & analysing user data (e.g. Analytics) where we examined parameters such as order frequency, most purchased product etc. Later we conducted user research using a Google Forms survey with the targeted customers who already bought multiple kits.
Once we had the data wrapped together in a meaningful conclusion, we presented that to the stakeholders where we aligned together on the business needs. Impact/Effort matrix workshop was created to define features for the first iteration together with the developers. After that the first Hi-Fi wireframes were in the making and once finished, we conducted moderated usability tests of the flows with a small group of testers.
Solution
In the product level section, we designed a user-friendly interface that showcased 4 types of subscription options. In order to decrease the user's cognitive overload, we decided to include a personalised guided flow as part of the solution. In order to highlight the personalized guided flow, we implemented different components throughout the website. Clear and concise information about the benefits of subscribing was provided to educate users about the advantages of a subscription over one-time purchases.
personalized subscriptions - guided wizard flow
Understanding that every individual's testing needs may vary, we created the "Your Personalized Testing Routine" feature. Users are prompted to take a short survey to identify their testing requirements and preferences. The survey includes questions about their activity level and risk factors. Based on the survey outcomes, users are presented with personalized testing plans that best suit their needs.
account section
We recognized the importance of showcasing our subscription plans to our non-subscribed users in the account section. The goal was to make it effortless for them to explore and showcase the benefits of subscribing. We decided to present the available subscription options, highlighting the features and benefits of each plan. Clear pricing information and concise descriptions were provided to help users make informed decisions about which plan best suited their needs.
To facilitate a smooth transition from non-subscribed to subscribed status, we incorporated a streamlined checkout process directly within the account area. This allowed users to easily select their desired subscription plan and proceed with the subscription in just a few clicks.
Overall, the account area coverage of the subscription feature was designed to provide a user-centric experience. Whether users were subscribed or considering subscription, we ensured easy access to essential information, intuitive subscription management, and a seamless journey for users to engage with and benefit from our subscription offering.
To facilitate a smooth transition from non-subscribed to subscribed status, we incorporated a streamlined checkout process directly within the account area. This allowed users to easily select their desired subscription plan and proceed with the subscription in just a few clicks.
Overall, the account area coverage of the subscription feature was designed to provide a user-centric experience. Whether users were subscribed or considering subscription, we ensured easy access to essential information, intuitive subscription management, and a seamless journey for users to engage with and benefit from our subscription offering.
email notifications & reminders
Effective email notifications and reminders are crucial for enhancing the user experience
and journey. That's why we created an email content strategy which accompanies the user's needs and encourages continued engagement.
Further research & testing
To ensure the continuous improvement and success of the subscription feature, we are committed to conducting further research and testing. By analysing data collected through tools such as Clarity and Google Analytics, as well as insights gained from cancellation feedback pop-ups, email feedback, and customer support tickets, we can gain valuable information about user interaction and overall feature performance.
In our future research efforts, we will focus on the following areas:
- User Journey Analysis
- Subscription Success Rate
- User Satisfaction and Feedback Analysis
- A/B Testing and Iterative Enhancements
CONCLUSION
In conclusion, our subscription feature streamlines STI testing kit selection and purchase. The "Customize Your Testing Routine" option personalizes the testing process, catering to individual needs. Our user-centric design and educational approach empower users to easily manage their sexual health. By offering convenience, customization, and education, we delivered a solution which fosters a proactive approach to sexual health care.
In our future research efforts, we will focus on the following areas:
- User Journey Analysis
- Subscription Success Rate
- User Satisfaction and Feedback Analysis
- A/B Testing and Iterative Enhancements
CONCLUSION
In conclusion, our subscription feature streamlines STI testing kit selection and purchase. The "Customize Your Testing Routine" option personalizes the testing process, catering to individual needs. Our user-centric design and educational approach empower users to easily manage their sexual health. By offering convenience, customization, and education, we delivered a solution which fosters a proactive approach to sexual health care.
tHANK YOU!
