An onboarding flow designed for people living with paralysis
Client
Maslow
Year
2020
The problem
Maslow's voice-controlled app helps people with a spinal cord injury run their care at home: their carers, therapists and rehab. The hard part was getting started. New users struggled to sign up and learn the app, therapists weren't sure how to help, and Maslow's small team was chasing every new lead by hand. That left less time for what mattered most: making the app better for the people using it.
Our process
Listening, remotely
We interviewed users, therapists and the Maslow team over video, in the middle of COVID.
The end result
We redesigned how people join Maslow, from the first hello to their first week in the app. New users are guided step by step, with voice controls for anyone who can't tap easily. Therapists get their own path to support their clients. Follow-ups the team used to send by hand now go out automatically, giving Maslow's people time back for their users. And because we designed once for both platforms, the app shipped to the App Store and Google Play from a single build.
Three people, three ways in
Someone newly injured, their therapist and Maslow's own team all need something different on day one. We started with customer research, interviewing people living with paralysis, therapists and the Maslow team. Then we mapped each journey step by step, from first contact to daily use, and designed around the moments people told us they got stuck or were left waiting.
Follow-ups that send themselves
Maslow's small team spent hours chasing new enquiries. We automated the follow-ups, so every new lead hears back on time and the team gets those hours back for their users.
Designed for voice, not just touch
Many of Maslow's users can't always tap a screen. We co-designed with people living with paralysis, built voice controls into the flow, and cut anything that got in the way.
One design, two app stores
We built a lean design system around the developer's toolkit, so every screen was designed once and shipped to both iPhone and Android with the same look and feel.
Capabilities
Remote research
Service design
Journey mapping
UX design
UI design
Accessibility
Voice interaction
Sales automation
Design system
iOS & Android
