In this project, I worked closely with our Provider experience Marketing Manager to design a welcome box for physicians. Clover’s mission is to improve the quality of life of our members and physicians. For providers who believe in our mission and come “in-network,” we wanted to welcome them into our family and demonstrate our commitment to supporting them in caring for our patients. This “first aid kit” for physicians was a 4-month design process of prototyping, researching on-the-ground visiting doctor’s offices in New Jersey, and testing.
Here, I walk you through the different parts and pieces of the story and design of this experience.
the unboxing experience
The kit was equipped with a handle to be travel-friendly for our Provider Experience team whose day-to-day involved a lot of driving around to different offices.
Setting the tone of the package.
After a few rounds of testing, we understood the value of each item that was included in this kit— they appreciated practicality over cheeky swag. The most important piece was a binder to keep all the loose papers they received from our team as we tested out new preventive health programs with them. These doctor’s offices could get unruly with paperwork and this was our gesture of helping them maintain documents from us.
Additional link to a page on our website that houses miscellaneous documents like forms they needed to access and print often, as well as a 124-page provider reference manual, a government-mandated resource.
From the small details, like printing the Quick Reference Guide on durable plastic matte-laminate paper for longer-lasting use in offices, to bigger considerations, like testing which shipping service best protected our kit in transit, this design process was one of the most comprehensive I’ve been a part of and the end result was, rest assured, something that new in-network physicians & their teams found very useful. Our mission as a company rang through every decision we made and our members have been better for it.