Teladoc Health • Jobs-to-be-Done Research for Mental Health at Teladoc.
UX RESEARCH/HEALTHTECH
Background
Teladoc Health is a telehealth platform that provides virtual whole-person care. Over the course of my summer internship at Teladoc Health, I conducted a mixed-method foundational research study on their mental health product.
Role
User Experience Research Intern
Duration
May 2023 — August 2023
the challenge
Within the UX Research team, I worked closely with a Senior UX Researcher to plan and conduct a jobs-to-be-done study for Teladoc’s mental health platform, myStrength. The study aimed to understand why people choose a certain type of intervention and how Teladoc’s offerings match up.
WHERE I STARTED
I started by looking at some older qualitative research that was conducted in the past. Additionally, I analyzed data from a recently conducted survey with myStrength members to assess member satisfaction levels with current experience and identify areas within myStrength where members may desire help.
Studying previous work and discovering themes from the survey data helped establish the objectives of the jobs-to-be-done study.
SIGNIFICANCE
jobs-to-be-done context
“Hire” and “Fire” is jobs-to-be-done terminology – when something does the job well, we usually hire it again. When It doesn’t, we often fire it and look at other solutions
How did I approach jobs-to-be-done?
I used the jobs-to-be-done methodology to understand…
Ultimate goals members want to accomplish for their mental health.
Services they used/use to accomplish their goals.
Circumstances under which members are using multiple products and services.
Factors that motivate members to continue employing a particular service/solution.
method
I conducted 11 interviews with 7 members and 4 non-members. To uncover jobs, I used something called the “life story technique,” where with each participant we spoke to, I prompted them to think of their Mental Health journey as if it were a book and had main chapters and characters and walk me through each chapter of their individual Mental Health journey.
I studied all 11 participant journeys, and from all the jobs I discovered – I organized them and created a jobs map. The jobs map had 20 main jobs, 96 small or little jobs, and 10 micro jobs. I grouped jobs together as self-management jobs, functional jobs, social jobs, emotional jobs, and aspirational jobs.
outcome
The qualitative analysis of interview data resulted in discovery of 126 unique time-durable tech-agnostic jobs for mental health. I made 8 product improvement recommendations to UX Research, Design, and PM leadership. Additionally, my work informed the future roadmap for driving deeper user engagement.
My work at Tealdoc Health is under an NDA. If you’d like to learn more, please reach out to me.