Recognition over recall. Recommended journey page
was designed to better visualise a journey.
Forms became multiple choice.
Progress bar was added to
show transparency of system
structure.
End of Sensor Journey
Problem
The firmware can notify the app when a sensor’s battery drops to 10% or below, but not when it’s completely dead.
To handle this, the app needs a way for users to manually enter sensor journey end mode. In this mode, users remove the sensors for the final time but can still complete tasks like pain ratings and surveys, preventing the app from endlessly searching for sensors.
Brief
Design a workflow that guides users from the end of a sensor wear cycle to sensor journey end mode when the app is in a 'Searching for Sensors' state. The workflow should address scenarios involving depleted batteries, broken sensors, and lost sensors.
Analysis of the Problem
I analysed the entire scope of the feature by listing each potential scenario a user might encounter, then considered how these scenarios could be integrated into a single, cohesive workflow.
HAPPY PATH
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User reaches approximately 90 days and battery runs out
UNHAPPY PATHS
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User reaches 10 days and app can't find sensors, still in WC (sensors seem to be working though)
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User reaches 10 days and app can't find sensors, in a WC break (sensors seem to be working though)
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User reaches 10 days and sensors have an issue i.e. sensors LEDs don't seem to be working
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User has lost sensors
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Final Design
The final workflow guides the user from a sensor search state to the end of the sensor journey by prompting them to troubleshoot their sensors.
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If the app continues searching for sensors for 30 seconds or more after login, a 'Can't connect to sensors' CTA will appear on the Sensors screen (1)
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By selecting this CTA, the user enters the troubleshooting flow (2), where they follow instructions to press sensor buttons and assess the sensors
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If the user reports that both lights are on, the app will attempt to reconnect. If the sensors don't automatically reconnect, the user will enter the sensors reconnect flow (5)
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If the user reports that either light is not working, the app will check how many days have passed since the user’s surgery
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If the user has worn the sensors for more than 24 days post-surgery, they will enter the end of sensor mode (3)
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If the user has worn the sensors for less than 24 days post-surgery, they will enter the end of sensor mode and be directed to technical support (4)
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INITIATING THIS FLOW
The app often opens in a searching state, which was introduced in an earlier release to reassure users that the app is working correctly when the app is searching for sensors. If the app is working as expected the app will connect after a few seconds.
If the sensor battery is depleted or it's not working, the app will enter the searching state. If the app stays in this state for 30 seconds or longer, a 'Can't Connect to Sensors?' CTA will appear on the Sensors screen. Tapping this CTA triggers the troubleshooting flow.
The 30-second delay was implemented to prevent the CTA from always appearing during the searching state. This delay ensures the button only shows when necessary, avoiding directing users to the troubleshooting flow when it isn’t required.
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TROUBLESHOOTING
A key screen to get right was the troubleshooting flow. In this step, the app prompts the user to press both sensor buttons and choose between two options.
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If both sensor lights flash, it indicates that the sensors are working and have some battery remaining. The app will then attempt to reconnect to the sensors.
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If one or both sensor lights do not flash amber or green after pressing both buttons, it suggests that the sensors are either out of battery or broken. If the user selects the 'Sensor Light(s) Off' option, a confirmation modal will appear. It's crucial that the user confirms that one or both sensor lights are not flashing, as this decision leads them down a flow that can be difficult to recover from.
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TECHNICAL SUPPORT
Upon selecting 'Sensor Light(s) Off', we wanted to verify that users were getting at least 24 days of sensor wear post-surgery. This was a crucial test for the sensors and a basic requirement for surgeon reimbursement.
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If the user had worn the sensors for more than 24 days post-surgery, the app would end the sensor journey.
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If the wear time was less than 24 days, the app would show the Technical Support screens.
The first screen asks the user whether their surgeon had already instructed them to stop wearing the sensors. If the answer is yes, the app will end the sensor journey. The key consideration here was to avoid overwhelming Technical Support and ensure that surgeons received enough data and sensor wear days for reimbursement.
If the answer is no, the app provides contact information for Technical Support, who can assist the user by shipping new sensors.
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