Unified Enrollment Experience

UX/UI Case Study: Unified Enrollment Experience for Dario Health

Project Overview

Redesign and unify the enrollment experience for all Dario Health programs (Blood Glucose, Blood Pressure, Weight Management, MSK, and Behavioral Health) across new and existing corporate accounts. The objective was to streamline onboarding, increase completion rates, and scale access across B2B clients with varied eligibility protocols.

Problem Statement

Previously, enrollment flows were fragmented, leading to inconsistent user experiences, drop-offs during onboarding, and confusion around eligibility criteria. Each program had different entry points, and users had limited visibility into which programs they qualified for.

Strategic UX Goal

• Standardize screening and enrollment for all health programs into a unified, scalable, and modular experience.

• Reduce friction through smart filters and eligibility prediction logic.

• Build a white-label-ready flow to support client-specific branding and contract variations.

Target Audience / Persona

Primary User: Employees of corporate clients eligible for Dario programs via their employer.

Research & Insights

• Conducted usability tests with returning and new users from Terracon pilot to measure form abandonment, completion rates, and question clarity. We found that 67% of users dropped off between the second and third filter screen.

• Ran heatmaps and click tracking (via Hotjar) to validate user confusion around multiple eligibility paths—resulting in a revised, single-path progressive flow.

• Held 3 cross-functional workshops with sales, clinical, and engineering teams to consolidate edge cases and access logic across all employer accounts.

• Synthesized behavioral insight: 83% of users preferred pre-filled BMI and personalized suggestions vs generic screeners.

• Introduced A/B test for short-form vs. long-form enrollment: short-form increased completion by 22% with no negative downstream engagement.

• Backed experience decisions with analytics from Terracon Phase 1: 60% of successful enrollees completed the flow within 3 minutes; average time per screen dropped by 18%.

  
  

Key Metrics Visualized:

• Conducted usability tests with returning and new users from Terracon pilot.

• Held stakeholder workshops with sales, clinical, and engineering to map eligibility edge cases.

• Used analytics to identify top drop-off areas—most notably the multi-step eligibility filters and manual BMI inputs.

• Synthesized behavioral insight: users preferred auto-filled data and clarity over which programs they were eligible for.

Research → Decision Mapping

Early usability tests revealed key friction points: users misunderstood medical terms, dropped off during shipping input, and were confused by eligibility rejections. These insights directly shaped our solution - like introducing “goal-based” filters over jargon-heavy screening and offering tooltips for address errors. Research wasn’t just validation - it informed our information architecture and microcopy from the ground up.

Design Approach

To translate strategy into experience, I led the creation of a modular, intuitive enrollment interface tailored for varying user eligibility paths. Here's how the approach was implemented from a design lens:

Thinking and Wireframing

Key UI Screens

1. Eligibility Entry Screen (Name + DOB)

This is the first touchpoint for users entering the unified enrollment flow. The screen is kept minimal to reduce cognitive load and establish trust, asking only for first name, last name, and date of birth. which is then cross checked by the system with the eligibility file shared by the HR at contractual touch point.
Clear spacing, label alignment, and contrast ensure form clarity and accessibility. On mobile, the hierarchy adapts responsively to keep all inputs easily tappable.
Inline disclaimer text addresses privacy concerns without overwhelming the user.

2. Health Goal-Based Personalization

This screen introduces a goal-oriented light filter that simplifies user choices by surfacing only relevant health programs. Instead of overwhelming users with all offerings, we ask a single clear question — “What are your health goals?” — and tailor the experience accordingly.
This method improves cognitive ease and ensures users only see what aligns with their priorities (e.g., blood pressure, weight, MSK, behavioral health). It also supports employer cost-efficiency, as only employees with aligned needs are enrolled in premium programs like GLP-1 - minimizing unnecessary coverage.
From a UX standpoint, this balances clarity with flexibility and empowers users to navigate their wellness journey on their own terms - while keeping business constraints in mind.

3. Program-Specific Qualification Screens: Tailored Questions by Health Goal

   Once a user selects their health priorities through the light filter, the system dynamically adapts the onboarding flow to present only the relevant screening questions. This personalized path ensures that users don’t face cognitive overload or irrelevant form fatigue.

   Each health goal—Weight Management, Diabetes, or Musculoskeletal (MSK)—triggers a dedicated, concise set of eligibility questions:

   • Weight Management: Users are prompted to enter height and weight, triggering a backend BMI calculation to determine GLP-1 or coaching eligibility.

   • Diabetes Management: A simple radio-button selection helps understand the user’s condition (Type 1, Type 2, Prediabetes), ensuring that the program fits their clinical needs.

   • Musculoskeletal Support: An illustrated body map allows users to specify areas of pain. This approach combines visual cues with interaction, making complex data entry more intuitive and accurate.

   This conditional questioning not only supports clinical compliance but also builds user trust by showing content tailored to their needs - not a generic form for all.

5. Program Selection Screen: Personalized Offering Based on Eligibility & Employer Contract

   This screen consolidates all eligible health programs - curated from prior responses - to allow users to customize their wellness journey. The layout presents modular program cards such as Weight Management, Diabetes, MSK, and Emotional Well-being, each with “Learn More” links to promote informed decision - making without interrupting the flow.

   Each program appears pre-checked or optional depending on employer contracts with Dario. For instance, the Dario Mind App may be pre-selected and locked if the employer mandates emotional wellness coverage. This behavior ensures that the offering remains flexible for enterprise clients while staying relevant to individual users.

   Visually, the screen balances clarity and action: checkbox affordances reinforce control, while hierarchy ensures scannability. The system logic downstream also adapts - if users deselect the Diabetes Management program, the physical device shipping step is skipped, streamlining the experience.
   
   

   

   
   
   
   

6. Device Compatibility Check: Ensuring Meter Readiness

   A critical validation step for users enrolling in the Blood Glucose program. To ensure smooth onboarding and prevent device mismatch, we ask users to identify their phone type - iPhone or Android.
   Given the demographic and tech familiarity in our user base, the question is simplified using brand names rather than technical jargon. We supported this with recognizable icons and a fallback option, “I don’t have either,” to cover edge cases.
   For iPhone users, a secondary step captures the connector type - especially relevant post-iPhone 15, which introduced USB-C. This helps ensure the correct Dario meter and connector are shipped, minimizing support calls and shipping errors. The layout is fully responsive, ensuring consistency across device types.

7. Shipping Address Form: Conditional, Context-Aware Experience

   This screen appears only when a selected program requires a physical device shipment - such as a smart scale for weight management, BP monitor, glucose meter, or posture correction device. For programs like GLP-1, Dario Mind, or Dario Connect (which are entirely digital), this step is skipped, keeping the flow lean and relevant.

   The form emphasizes clarity and error-proofing through live field validation and a smart “Try Auto Fill” feature, which improves accuracy and reduces input fatigue. Error handling is visually distinct, offering immediate correction opportunities without frustrating users.
   This logic-driven experience keeps friction low while meeting backend logistics and compliance needs, particularly for time-sensitive health devices.
   
   

   

8. Confirmation & App Download Screen

   “Your Dario package is on the way”

   This confirmation screen offers a personalized summary of the user’s enrollment. It clearly outlines the shipping address and order details, reinforcing confidence that their selected health programs and devices are being processed.

   To streamline onboarding, we provide QR codes for each required app - this supports cross-platform access (iOS and Android) and helps bypass DND-related issues with SMS delivery. For mobile users, app store badges are displayed based on browser detection, keeping the interface intuitive.

   The layout is modular and scalable, showing only the relevant apps based on the user’s selected programs. This ensures clarity without visual clutter, enabling a focused next step in the health journey.

   

Heuristics Implemented

The unified enrollment experience was shaped using core usability heuristics to ensure accessibility, clarity, and minimal friction:

• Recognition over recall

  Icons (Apple/Android) and product visuals reduce cognitive load by guiding users through familiar references instead of memorizing product specs.

• Match between system and real-world language

  Terms like “Weight Management,” “Your Dario package,” and “Manage my health goals” align with how users talk about their well-being—not medical jargon.

• User control & freedom

  “Back” and “Edit” states throughout the journey allow users to revise their information at any step - critical in sensitive flows like prescription or shipping.

• Error prevention and recovery

  Real-time validation (e.g., zip code format checks), smart autofill prompts, and contextual help text (like "Try Auto Fill") minimize form abandonment.

• Aesthetic and minimalist design

  Each screen isolates 1–2 core actions, with progressive disclosure to prevent overwhelming the user, especially on responsive mobile views.

Design Leadership Impact

As the lead designer, I wasn’t just shipping screens - I was facilitating key decisions between product, legal, and clinical teams. I introduced a sprint-based structure, helped negotiate MVP scope, and ensured that visual and content decisions reflected clinical accuracy and user empathy. I also mentored a junior designer during the project, helping them break down complex flows into testable design blocks.

MVP Trade-offs

To deliver Phase 1 within business and regulatory constraints, we prioritized foundational features over complete automation:

• Deferred: Fully dynamic address detection via geolocation

  Replaced with manual input and “Try Auto Fill” due to privacy restrictions in early-stage launch.

• Deferred: Live device compatibility checker

  Used visual selection with iconography and minimal questions instead of API-based device lookup to keep user trust and simplify dev handoff.

• Preserved: Manual eligibility input via DOB

  Automated verification was considered but deferred to reduce integration time with employer databases.

• Limited: Complex personalization logic

  Phase 1 used employer-based presets instead of dynamic recommendation engines to accelerate MVP launch and stakeholder approvals.

Challenges & Iterations

Building a multi-program enrollment system exposed complexities across medical, technical, and employer-specific boundaries:

• Eligibility Logic Complexity

  Many employers had unique access rules (e.g., only employees with BMI > 27 qualify for GLP-1). We modularized logic using filters (Strict, Light, and Regular tiers).

• Device compatibility & fulfillment risk

  To reduce returns and support calls, we introduced early device-type checks and a branching UI to confirm connector type.

• Balancing UX flow vs. medical/clinical compliance

  Every change had to pass HIPAA/legal review. We maintained momentum using phased disclosure and layered consent to avoid cognitive overload.

• Cross-device performance variance

  Responsive design and mobile-first iterations were key. We ran usability tests on older Android devices and made layout adjustments (e.g., longer dropdowns, larger tappable areas).

Vision: What’s Next

Looking ahead, I proposed a “smart re-enrollment” pathway that could surface the right program or reminder based on user dropout reasons. I also outlined how we might use behavioral triggers and coaching APIs to support long-term adherence post-onboarding. This case study was not just a project - it laid the foundation for a platform-first onboarding model.