Transition from legacy Doctor On Demand to Included Health
In 2021, Doctor On Demand and Grand Rounds Health merged and became Included Health. Over the last two years, Included Health has been slowly transitioning members from the legacy apps to the new Included Health app.
Summary
Goal
The goal was to design a flow that allowed Doctor On Demand (DOD) users to download the new Included Health (IH) app and transfer all their information intact.
Timeline
3 months: June – August 2022
Approach
In partnership with Product Management and Engineering, I designed a flow that accomplished the following:
Recognized when a new user signing up for Included Health already had an existing Doctor On Demand account
Prompted legacy DOD users to transfer their legacy account to Included Health
Guided users to transfer their accounts using a one-time code
Designs
When a Doctor On Demand member opens the legacy DOD app, they are prompted to download the Included Health app. The design is celebratory and highlights the benefits of switching to the Included Health app.
If the user selects Get Included Health (see above screenshot), they are prompted to download the Included Health app. As they start the sign-up process, the system recognizes that their personal information matches an existing Doctor On Demand account — so they’re prompted to transfer their DOD account.
Since the legacy Doctor On Demand app is not yet deprecated, users are allowed to skip this step in case they would like to continue using their Doctor On Demand account separately.
When the user selects Transfer my account (see screenshot above), they are guided to transfer their account using a one-time code.
If the system does not recognize the one-time code, the user sees the following message. In case the user cannot move forward, they can select Help to contact Support.
Once the user enters a valid one-time code, they are given the option to continue seeing their DOD providers through Included Health or continue without them.
Finally, the user is informed that they’re all set before being automatically redirected to the Included Health app’s homepage.
Results
85% completion rate: As of January 2023, 85% of users that are presented with the option to link their accounts complete the account linking process.