UNDERSTANDING
Breaking down the project prompt
Based on our initial one-pager and kickoff discussion with the client, we defined three main focus areas surrounding wellness that we should further dive into.
EXPLORATION
Determining research themes
With the project prompt in mind, we conducted literature reviews to explore behavioural change in relation to personal wellness which led to the discovery of the below five emerging themes and relevant research questions.
Feeling lost? Just talk to people!
At the same time, informal interviews with 6 employees around us provided initial understandings of what may be broken around wellness programs.
These interviews were extremely helpful, leading us to generate 3 hypothesis to guide the subsequent research:
- People assume employer wellness programs are irrelevant to them
- People prefer learning about wellness programs socially, not through documentation
- People feel that wellness program onboarding and search are impersonal processes
USER INTERVIEWS
9 in-depth conversations about wellness program engagements
The previous hypothesis combined with internal Optum documents informed our new goal of understanding user experiences with employer wellness programs. This led us to interview 9 participants of ages 21-65, with 1-24 years of working experience, using the 3 themes below.
STAKEHOLDER INTERVIEWS
Learning directly from Optum leaders
Through conversations with Optum leaders, we learned about past and ongoing efforts regarding personalization, user behaviours, and wellness & incentives, which additionally reinforced our understanding of constraints and opportunities in this domain.
FINDINGS
Employees lack engagements in wellness program engagements at work
As we conducted interviews, we started to think about the problem space along the two dimensions of engagement and lifestyle, to have better conversations with our client. Most participants fall under the bottom two quadrants - can we find ways to shift them to the top?
NARROWING SCOPE
Discovering an area of big impact
At the same time, we also realized that we could look into low engagement across a variety of conditions and programs, but needed to focus on an area with the greatest impact. This is when one are caught our attention. It was not only a widespread and serious subject, but also one with great impacts on our Client.
I have my own routine, why bother?
Don't know what is offered
I think I am pretty healthy
Heading
For beginner
I had so much to do during onboarding, can’t focus
“Irrelevant”
Too much effort
“Boring”
Digging through pdf to find benefits is too much
My wellness habits take place outside of work.
My colleague mentions them