WebMD Health Services is a digital well-being platform offered by employers and health plans to support their members’ physical, mental, and emotional health. They wanted to test a future concept demo of their mobile homepage, the first thing users see when starting their well-being journey.
THE CONTEXT
THE PROBLEM
But for new users, that journey often felt more like getting dropped in the middle of the map without directions. The homepage looks polished but fails to guide new users, leaving them unsure where to start or what to do next.
But...
APPROACH & RECOMMENDATIONS
PAINPOINT 01
There are too many icons for me to remember for navigating the app.
100% of users found icons to be unclear and over-used
Core features were represented by abstract or misleading icons with no labels, forcing users to guess their meaning.
RECOMMENDATION 01
So we gave two options: one for minimizing icons and if that’s not possible, how a few icons can be updated to reduce cognitive overload and improve relatability.
and....
Introduced new icon as per user feedback
Re-used an icon that was relevant to content so it promotes memorability
PAINPOINT 02
There’s so much more in the app. Why isn’t that easier to find?
RECOMMENDATION 02
So we added quick access tiles for popular features of the app on the home page.
Lack of guidance and access to key features
Added personalized quick-access tiles to surface relevant features and reduce reliance on the navigating separately to each tab
PAINPOINT 03
100% of users relied on trial-and-error to find features
Aside from the health assessment prompt, the homepage didn’t surface any other helpful actions or personalized content.
Coaching
Coaching classes
Choose your adventure
Health goals
Health record
Health trackers
I didn’t even realize there was a benefits section until you mentioned it.
So we brought the search bar hidden in profile section to the forefront of the app’s home page and added labels to the bottom navigation to ensure clarity.
