Jenny Ho
Making property data approachable at Archipelago
Improving access to social services at Healthify
Personal projects
Healthify
Rebuilding Healthify’s reports
Research, product design, data visualization, process improvement, UX writing
The challenge: Healthify was at risk of customer churn because of a low-quality reporting product. Customers received a mix of templates, ad hoc reports, and one-off requests, delivered by multiple internal teams. Content was a problem too: confusing metrics, data discrepancies, and redundant information.
The solution: Our reporting product needed to be completely rebuilt: the underlying data model, data warehousing, dashboards, glossaries, and processes.
My role: I created a framework for product offerings with a product manager, made prototypes to hand off to the lead data scientist, organized review sessions, and wrote customer guides. I also designed new processes for the Product Support team and trained them.
Impact: Healthify regained customers’ trust and prevented churn. We now can regularly deliver higher quality, standardized reports with reliable data. Plus, the Product Support team can set up reports for new customers in under an hour, as opposed to multiple teams taking a few days to coordinate.
Who are reports for?
How do we tell a data-driven story to customers, who have unique goals and needs? It wasn’t feasible to deliver highly targeted performance reports monthly.Instead, standardized templates work for most use cases. The product manager, account managers, and I narrowed it down to 3 primary user groups, each who’d get their own template.
Executive sponsors use the Insights Report to evaluate ongoing partnerships with social service organizations and track their communities’ needs. This report shows long-term trends and community demographics.
End-user supervisors check their teams’ productivity with the Operational Report. This report summarizes monthly user activity KPIs.
In-house or external data analysts use extracts for audits. These spreadsheets are the most granular — they have timestamps and user names behind all search, screening, and referral activity.
Our modular layouts work for all customers.
Another challenge was that our customers have unique product configurations. For example, not all customers have access to screenings or referrals.The solution was to create modular sections based on major features (search, screenings, referrals). We could mix and match sections to create a report tailored to specific customers.
Assembling sketches into layouts.
Editing printed prototypes.
There wasn’t much design needed for extracts: a spreadsheet with column names and a few rows of sample data was enough.
Insights Report sections cover year-long trends and demographic data.
Screening trends and demographics.
Referral trends.
Search trends and locations.
Operational Report sections focus on monthly productivity goals.
Screening KPIs.
Outgoing referral KPIs.
Incoming referral KPIs.
Supporting text did a lot of heavy lifting.
When account managers and product support specialists reviewed reports, their overall feedback was to guide customers towards more specific conclusions. To address this, I rewrote chart titles to be questions that the data answers.
Another issue was that customers frequently have questions about the specialized terminology and calculations. I broke up the monotonous layout with annotations and wrote glossaries that could easily be shared via URL.