Transforming Twin Health’s content
A diabetes reversal app leveraging digital twin technology
Created a team and developed foundational resources
Problems: UX writing principles & best practices neither documented nor sharable; content involved too late in process (as final check instead of strategic partners/leaders early)
Solutions: Developed foundational resources, including company-wide voice & tone guidelines, style guide, process docs, and Jira space to manage & streamline work; joined every pod across product team, advocated for content strategy in work streams; and built trust across internal teams (including collaboration with clinical, marketing, and member experience leaders
Impact: 95 NPS score, average of 4.8/5 quality of work and communication, conducted research with 70+ participants within the first 6 months
Leveled up member nutrition experience
Problems: Care Team spending manual time education members about core concepts without consistency or share positioning; high number of grievances about nutrition concepts; complex nutrition tab in app where key actions took 5+ taps; colors utilized solely to explain foundational program rules but didn’t take color blindness or accessibility into account
Solutions: Created over 45 in-app education modules leveraging health literate content, short videos, interactive questions, and stars ratings; solicited member feedback to inform efforts (in-depth interviews, message testing); simplified nutrition tab by streamlining IA and prioritizing key actions; introduced accessible icons to improve accessibility
Impact: Decreased member grievances by 62%, 100% of research participants could explain core concepts about their nutrition plan after reading content; reduced key actions like logging repeat meals from 5 to 2 taps
Cut crucial Care Team visit length in half in service of growth & automation
Problem: Welcome visit (1 of 3 initial member enrollment visits) takes 60 minutes of Care Team time, which isn’t scalable
Solutions: Reduced slide deck by 10 slides, created 2 interactive in-app educational modules (with short videos) required before the visit, next step: leverage automated push notifications to remind members of pre-education
Impact: Reduced Welcome visit time to 30 minutes within 1 month, in the pilot: 85% of members completed the pre-education before the call, all members watched 100% of the video content, 97% of members rated the education 4+ stars, 96% correct answers on knowledge check questions without before any Care Team time explaining
