We think hard about ways to improve our user’s experience with our app, and about more conventional business-oriented concerns like churn and lost opportunities.

This piece is an example of an initiative to improve the onboarding process healthcare professionals go through when preparing to use our app, as well as a great example of how we thoughtfully reiterate processes to make them better.

Abbreviation Legend

• HCP: Healthcare Professional
• OS: Onboarding Specialist
  • As a member of the Onboarding Team, an OS is responsible for guiding an HCP all the way from application to their first shift.
• Workstream: An ad manager. Aggregates applicants and data from multiple different sources including Indeed, Google Ads, Facebook Ads, etc.
• Metabase: A tool for BI/analytics that produces many of our internal dashboards and graphs for performance tracking.
• Intercom: A tool for one-off and structured push notifications, emails, in-app chat, and chatbots.
• Zendesk: A tool for Support Teams to manage inbound and outbound customer inquiries.
• OIG/SAM: Publicly held healthcare exclusion lists. A CBH applicant or active user cannot appear on either of these lists and be eligible to work.
• Enrolled: HCPs are required to provide certain documents to be eligible to work, including a recent Physical Exam, a valid nursing license, a negative TB test, and more. Once an HCP provides valid proof of each of these documents, they are moved to a state of “Enrolled” in the app, from a state of “Onboarding.” Only then can they work shifts.

PM on the initiative: @Alex Wong

Devs on the initiative: @Haileyesus Zemed + @Mohamed Al Amine

Intro

This document outlines:

• The progress we’ve made in the HCP onboarding process so far, including:
  • Improvements
  • Current performance metrics by funnel stage
  • Visually mapping out the current state of onboarding
• Near-term work still to be done:
  • Further improvements to make by funnel stage, and how they’re expected to move the needle
  • Visually mapping out the future of onboarding

As a reminder, the original goals for the Self-Onboarding initiative when launched on 6/16/21 were:

• Increase HCP Pipeline Throughput:
  • Get Applicant → Active to 6% from 4% (mostly through a 50% improvement in Applicant → Onboarded) by end of September 2021
• Compress Time-To-Onboard:
  • While we have data from our self-signup HCPs, we actually don’t have a global benchmark to measure this against