Healthcare-Focused User Onboarding
Turning insured members into active healthcare users with a warm, human first touchpoint.
The problem
Why weren't our insurance users using healthcare services?
Loop's long-term vision is to prevent claims by making people healthier. But before we start with preventive care, we wanted to be their first point of contact for curative care.
The scope
What are the ways our B2B2C users are introduced to Loop after a client onboards with us?
People who attend the onboarding session are 50% more likely to get activated.
If people interact with our healthcare services during the onboarding session, HC activation increases by 50%.
User insights
"The doctors don't know me"
The lack of familiarity with Loop's doctors creates a disconnect, keeping them from using the service when they actually need it.
"I don't need a doctor right now"
Not everyone has an immediate need to speak to a doctor when downloading the app, so they don't recall Loop when they actually do have a need later.
The solution
A "health check-in call" by your assigned doctor
During Loop's virtual onboarding session, you get an assigned Care Team of medical advisors, who do an introductory call with you.
See it in action
A user had a health issue he'd been procrastinating, and mentioned it on the onboarding call.
Impact
Activation for companies where we ran the onboarding flow (vs 9%)
Users consulting after completing the onboarding call