Amazon Care
A virtual and in-person healthcare service. With our telemedicine app you can conduct a virtual visit with a doctor or chat with a nurse. A Mobile Care nurse can be dispatched to your home or office. A Care Courier can deliver prescribed medication to you at your home or office.
MY ROLE
Research
Design manager
UI copywriter
CHALLENGES
Create a customer enrollment experience in two months that seamlessly blends with the existing app UI patterns and visual language.
Design a healthcare compliant enrollment experience that is quick, straightforward and establishes trust with new and existing customers.
Inspire the design team by conducting a week long sprint on reimagining the visual language and home screen for Ver 1.0 of the mobile app.
IMPACT
Delivered an enrollment experience vetted by 100 research participants.
Average CSAT app score is 100% since we released Beta on Oct. 2nd.
Average app store rating is 4.8 out of 5.
CSAT Insights:
Our percentage of customers that reported a positive experience overall remained the same this reporting period at 100%.
All 500 out of 500 customers who started the survey responded to the overall CSAT question.
443 customers responded that they used Amazon Care for themselves and 57 customers reported using the service for a dependent during the last reporting period.
Our weekly CSAT score remained the same this week at 6.9 out of 7 and was scored with a Standard Deviation of 0.3.
No additional direct feedback was provided on how we could improve overall satisfaction levels this week.
This week’s CSAT is based on a low N value (N=500). Findings are directional rather than statistically significant/definitive.
Net Promoter Score (NPS) this week – “On a scale from 0-10, how likely would you be to recommend Amazon Care to a family member or colleague?” was scored 100 out of 100 or 100% promoter/ 0% passive / 0% detractor (N=500).
Given the NPS range of -100 to +100, a “positive” score or NPS above 0 is considered “good”, +50 is “Excellent,” and above 70 is considered “world class.” Based on global NPS standards, any score above 0 would be considered “good.”
RITE Testing
We employed the RITE (rapid iterative testing exercise) research protocol to vet out our enrollment designs with over 100 new and existing customers. Participants were asked to complete tasks using the think-aloud protocol. Our team iterated on the designs in real discovered by one or two participants. In this way, we could quickly test and get feedback on new solutions and ideas.
I was responsible for creating the enrollment wireframes and app style guide for Amazon Care.
Visual design sprint
Reimagining the visual language and home screen for Ver 1.0 of the mobile app.
Amazon Care mood board. To kick-off the visual design sprint, I created this Amazon Care mood board to set a brand-forward foundation for the sprint.
Homepage and visual language exploration. Our team of three designers conducted a one week sprint to reimagine the next version of the mobile app home screen and visual language.
