EmMe Multi-Touchpoint Experience
EmMe is an app that helps college athletes monitor their mental, emotional, and behavioral health while adjusting to a new stage of life. I addressed the broad organizational goal of the client by establishing a cohesive system of strategic engagements with their users through a multi-touchpoint design strategy.
Users
Collegiate Athletes
Client
EmMe
My role
I conducted research and took notes on key takeaways in a “know, don’t know, assume” activity, stakeholder interview, SME interview, and deep dive secondary research to bring back to my team for group synthesis. I worked with my team to create a strategy statement and touchpoint strategy map. I designed prototypes for specific touchpoints and then wrote the script sections about those screens for a video presentation. I made the storyboard for the video presentation to streamline the compilation process.
Methods
Know, don’t know, assume
Stakeholder interview
Deep Dive secondary research
Strategy Statement
Touchpoint Strategy Map
SME interview
Tools
InVision
Zoom
Miro
Slack
Sketch
Sketched Wireframes
Digital Annotated Wireframes
Dropbox
Keynote
Storyboarding
Script writing
Video presentation
Know, don’t know, assume
Goal: To list all the things I knew, didn’t know, and assumed about the client to prepare for the stakeholder interview and develop questions.
Findings: I realized I needed to do a bit more research on the competitors for this application because I don’t have personal experience or insights about this wellness application concept.
Stakeholder Interview
Goal: To answer all of the unknowns, gather insights about the intentions of EmMe, and start to locate the established and potential touchpoints.
Findings: This interview answered a lot of the “don’t knows’ about EmMe and also revealed opportunities to further develop touchpoints and revise design concepts. The stakeholder stated that they are open to any suggestions, so, as a group, we did secondary research to gain a deeper understanding of the problem space. The topics we focused on were parental influence on collegiate athletes, HIPAA & FERPA laws, mental health awareness in collegiate sports, existing wellness tools, and mental health resources at universities.
Deep Dive
Goal: The goal was to gain a deeper understanding within the problem space of mental health in collegiate athletics through secondary research. Because the stakeholder wanted there to be a touchpoint between the user and their parents, I researched the Family Education Rights and Privacy Act (FERPA) laws to ensure that our proposed design concepts would be in alignment.
Findings: On a Zoom call, our group used a freehand InVision board to remotely synthesize our data and determine pain points and opportunities. This worked well and we quickly developed our strategy statement based on the key takeaways from all of the research we had gathered so far.
Strategy Statement
All user experience touchpoints for this outreach application will help collegiate athletes to feel supported and/or heard so that they are able to access the mental health resources they need. We will do this by focusing on initiating conversation regarding the collegiate athlete's mental health through the application and supporting the student's use of in and out of network connection resources related to mental health.
As a result we hope to see a change in how often students engage in the tool to access mental health resources/communicate with their support network and a shift in mentality surrounding mental health in sports.
Touchpoint Strategy Map
Goal: To determine of our system of touchpoints/prototypes will fit together to create a cohesive user experience.
Findings: This exercise was extremely helpful to help visualize each touchpoint, both in and out of the app, for our proposed designs. It also made it much easier to split up the work between the group so we all knew exactly which touchpoints we would be prototyping.
Touchpoint Prototypes
I prototyped the touchpoints when the user reaches out to someone in their athletic or support network and then connects either through text, call, email, or in-person. I started with sketched wireframes so I could quickly iterate my ideas. Then I digitized my wireframes in Sketch with annotations.
