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Ours Wellness

Redefining

Relationship Wellness

Role: Head of Design at OURS

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Challenge

Audit existing product and brand to uncover areas of opportunity and growth for the company.

When I first joined Ours Wellness, the company was focused on selling e-courses specifically designed for Premarital Couples Therapy. These courses were bundled into packs, each addressing key topics such as finances, parenting, communication, intimacy, and more.

As Head of Design, my initial responsibility was to conduct a comprehensive audit of the existing product and brand. To achieve this, I developed two sets of Typeform surveys that gathered both quantitative and qualitative feedback. These surveys were distributed to customers who had completed the purchase process, providing valuable insights into the effectiveness of our brand and product offerings.

User Research

Enhancing product and brand strategy through comprehensive audits and customer-driven insights.

I reached out three to groups of people:

 

  • those who began their OURS experience and completed at least one Welcome Live Session + one async content session (164)


  • those who purchased and never started OURS (46)

  • those who completed the entire OURS journey & did a wrap-up session with their guides (50)

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This took into account everyone who had signed up for OURS and paid so far to date.

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It was mildly shocking to everyone that out of the entire past transaction history, only 19% of the total cohort had completed the entire experience.

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I wanted to better understand the experience of those who had completed the entire journey and so I reached out to that cohort of 50 and received 10 responses. As part of the typeform survey, I included screenshots of the current product experience and asked qualitative and quantitive questions. These are some examples:

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Out of all the different parts of the experience, customers shared that their favorite and most valued part was when they spoke to a live guide:

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Findings

Based on the findings, users overwhelmingly preferred the live sessions.

Once I had received answers for each part of the product journey, I outlined them from highest ratings to lowest:

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Areas of Opportunity

In addition to asking about the current experience, I also inquired about opportunities users saw to improve the product:

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Next steps

The final output was a presentation that was shared with the founders, with insights and recommendations

There were a few action items we took away:

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1. Colors needed to be adjusted for accessibility

2. Users felt they needed more support via guides

3. Design needed to be more user friendly and intuitive

4. Design needed to take into account responsiveness (for ex: mobile)

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Areas for opportunity:

1. Make guides a more prominent part of the user experience + offering

2. Create courses that included other areas of focus that users mentioned (trust, PTSD, different races/religions/backgrounds)

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Ultimately, the founders decided to do a bigger pivot than anticipated and decided to go all in on 'couples therapy' given the findings.

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