When it comes to personal health, what do people track most and why? The truth behind motivation might surprise you.
Goal:
Transition a work stream dependent upon phone and letters for customer correspondence into digital engagement.
Problem:
Many departments and different staff types spanning several states, meant that scripts and templates varied across each work area. Changing a manual process into a digital workflow caused a lot of chaos and the UI build could not get started.
My contribution to the solution:
The architects could not begin building a UI for the staff because no one knew how to create requirements from dozens of use cases.
I reviewed all the use cases and then documented every content element and goal of each message. I found common use case categories and common message purposes. From the commonalities, I sketched a message prototype based on what content elements could be standardized, dynamic and templated.
Result:
I was able to consolidate use cases into two main categories and within those categories, between five and seven templates each.