Hinge Health Enso, more than a rebrand
In addition to UX design, I also provided creative direction and storyboarding for onboarding videos and the user manual.
Enso delivers pain relief through electric impulses controlled by a mobile app. As Hinge Health’s first new product, and an acquisition, my initial task was to rebrand the interface to integrate with the Hinge Health app. I set about rebranding the UI, but found that there were more concerning issues with the current user experience.
Specifically, our onboarding and bluetooth pairing flows. This was a crucial moment for users who are potentially in a great deal of pain. Imagine seeking relief from debilitating pain only to end up reading a user manual to understand what a flashing light meant.
To me, we had to get this flow right and fail gracefully with any error states.
I worked with UXR to build evidence for the hypothesis.
We conducted a series of user interviews that uncovered user frustration. We discovered that while Enso was an indispensable ingredient in user’s recovery, the onboarding process was too complicated.
We needed to make it easy to onboard and gain user trust.
“When I was trying to pair it with my phone, it took me forever to do it and it kept telling me it was an incorrect password.”
I collaborated with engineering partners to understand technical constraints
I dived in with my engineering team to understand how connecting to the device worked at a chip level. This meant understanding the inner workings of the device all the way down to how packets of data were delivered to the processor.
This enabled me to understand what data and device states we could present in the user experience.
Bringing the triad together
While I worked with the engineering team to document and improve the bluetooth flow, I also wanted to include both engineering and product management in ideation for onboarding and engagement. I organized a pair of cross-functional ideation sessions where we identified issues, brainstormed ideas at a 30K foot level, and then took the top ideas and worked them out at a 30 foot level.
Improvements all around
To deliver the final product, I creative directed video and photo shoots, created high-fidelity product illustrations, and art directed sound design. I worked closely with Creative team partners to ensure all assets carried forward emergent branding elements.
Our beta test showed huge improvements over our Alpha test. Connection issues still occurred, but we failed gracefully and effectively provided support. After launch, our members embraced Enso. It is to this date one of our most popular and effective treatments.
“My Enso is my biggest drug-free solution. I use it very often, especially on my really bad days, since I had back surgery.”
Beyond the screen - I contributed key enhancement concepts to hardware design including higher quality LEDs, rocker button, gel pad tabs, and unboxing experience.
(Packaging from Enso 3)
Enso was just the beginning
I worked on nearly every part of the member experience while at Hinge Health. I’d love to tell you more. Schedule a meeting!