Overview
Onboardi
Game of Loans
The Process
Key Learnings
Designing the User Guide
It's interesting how user manuals and onboarding materials have made a comeback. Despite efforts to create intuitive apps, onboarding experiences, e-learning support, and user manuals still need to be present.Every platform needs instructions to follow or onboarding tips that helps user to get hands on experience on the platform.
Important to remember! what comes naturally to me may not be the same for others. While instructions can't guarantee identical experiences for everyone, they can still help users broaden their understanding of a product or application.
Duration: 6 Months
Industry: eLearning
Role: Product Designer and Manager
Team: Instructional Designer, Technical Writer, elearning producer.
Healthcare is UNIQUE!
We have more than 2000 folks, 45+ Clients working on our platforms.
Every situation in Healthcare is unique, from setting up health plans to coordinating with providers and ensuring users receive accurate information. With different platforms tailored to each scenario, I recognized the need for customized onboarding materials for our clients, such as walkthroughs, checklists, and training resources.
When I joined as a designer, I realized there needed to be more onboarding material to help newcomers understand the US healthcare system and the specific terminology used in our work with Insurance payers.
The COVID-19 pandemic disrupted our training processes, forcing us to shift our focus to online learning. Our small training team, which used to travel to client sites, needed help to adapt to the new demands of efficiently generating unique online use cases.
Hello New Team!
To address these challenges, I formed a dedicated team that focused on creating tailored e-learning and other learning materials.
Their mission? Empower clients, partners, and internal team members with a deeper understanding of our platforms through customized business scenarios.
People have different preferences and attention spans when learning how to use an application. Various methods to enable learning include user manuals, onboarding flows within the application, and eLearning videos.
A dream come true
But why did Simplify Healthcare need so many different ways to train people or to get them to adopt a new product?
As a designer, I developed a research plan to gain insights into how people interact with our products. Here are the research questions for each user group:
Employees:
- How do onshore and offshore employees perceive the US healthcare system and our complex products?
Clients:
- How do client users use our products to solve their daily problems?
- What is the journey of client onboarding and learning new product features?
Partners:
- How are partners brought on board with SH products?
- How do we ensure that the correct information is effectively communicated to all the different parts of the partner teams?
Journey Mapping and Group Activity!
The activity was focused on understanding the following journeys of employees and clients. The goal was to understand key touch points, challenges, and potential opportunities for smoother onboarding onto our platforms.
Onboarding journey of a new employee
Upskilling journey of an existing employee
Onboarding Client or Partner
Releasing new feature for client and partner
Through journey mapping experiences and insights, we comprehensively understood the landscape, paving the way for a deeper exploration of different learning experiences. Collaborative efforts culminated in various e-learning outputs to facilitate cross-training and cross-functional education.
What did we learn?
INSERT THE OUTPUT FROM MURAL
elearning initiatives launched!!
WE Focus on
Based on the journey mapping and insights we laucnhed several impactful initiatives tailored to meet the various needs of our clients, partners and employees.
Virtual training sessions are led by our dedicated training team.
Self-paced videos, simulations and assessments are available on our Learning Management System (LMS).
User guide URL offering comprehensive insights into platform functionalities.
In-application guides providing hands-on experience across various use cases.
Resource centers and feedback surveys embedded directly within our platform ensure easy access to alternative learning modules.
Among our most significant achievements was introducing the Level 1 certification course in November 2023. This milestone course aimed to equip employees with foundational knowledge about Simplify Healthcare and the US healthcare system. It covered crucial topics such as Simplify Health Cloud, payer pain points, provider coordination, and customer service strategies.
RAVING REVIEWS I Tell you!
Structured as a video demo followed by a concise assessment, the certification received overwhelmingly positive feedback, with an average rating of 8 out of 10. Over 650 employees embraced this initiative, citing its clarity and depth as instrumental in understanding the healthcare ecosystem and our platforms.
Buoyed by this success, we are poised to launch Level 2 and Level 3 certifications tailored to specific roles within our organization. These certifications will delve deeper into product implementation, soft skills development, and unique use cases, further empowering our workforce and enriching their journey with Simplify Healthcare.
Lets look at the Certification we Launched!
Key Learnings
Collaboration amidst chaos:
Engaged in extensive discussions with graphic designers, instructional designers, and subject matter experts (SMEs) to meet the diverse needs of end-users.
Despite the challenges, we strived for a clean and informative output.
Tailoring learning experiences:
Recognized the significance of offering varied options to accommodate different learning styles.
Despite the extra effort, the results were rewarding as users found value in the diverse content, including user guides, Learning Management System (LMS), and In-App guides.
Personal growth through teamwork:
Initially led a small team of three focused on LMS outputs.
Over time, the team expanded to eight members handling user guides, In-App guides, and LMS.
Learned valuable lessons in project planning and execution and the importance of fostering a positive team culture.