View Persona
Hana Choi

Transferring from competitor

My husband calls me a "ball of energy".  He means it in a good way, except when I'm off to the next task while he's in the middle of a sentence!

Thinks ADHD Online will work like AHEAD.

Thinks video says ADHD Online will submit insurance claims.

Wants to use FSA, but that isn't a clear option.

Thinks some questions are too personal.

Assumes diagnosis is instant, so keeps trying to click on Medical Management in portal.

Doesn't read email regarding Care Navigation.

First visit isn't available for 2 weeks.

Can't see prescription info in portal.

Research
Onboarding
Purchase
Assessment
Diagnosis
Planning
Treatment
Maintenance

Needs

Knowledge she will still need to take our assessment.

A realistic understanding of how long it will take to get her Adderall.

Awareness that the $149 does not include treatment or prescription of medication.

Confidence that all assessment questions are relevant.

Details on when expect results.

An obvious "this is your next step" so she can try to get an appointment quickly.

Confidence that ADHD Online is working hard to get her an appointment ASAP!

Confirmation that her prescription is active, and the date it was sent to the pharmacy.

Opportunities

A comparison chart between ADHD Online and "several competitors".

A question in onboarding "have you previously been diagnosed?"

Video FAQ "I've already been diagnosed. What can ADHD Online do for me"

A table showing the full suite of products and costs laid out in one place.

Tool tips on "why do we ask this?"

List an "Expected Results Date" next to "Submitted".

Showcase in portal that she is in the "Assessment" step.

Make the Treatment step less prominent and labeled "After diagnosis, you'll want to consider...."

A way to be alerted if a provider's availability has changed.

Links in portal on how to find a counselor/therapist in Hana's area instead of "coming soon".

Add prescription details to the portal.

Information Needs

Article on why our assessment tool is different/better.

Details on how to submit insurance claims, with disclaimer that some will only reimburse for one assessment per year.

A quick list of all payment types accepted.

Articles on why ADHD is more than a simple diagnosis.

Articles on the credentials people must have to diagnose and treat ADHD.

Articles on ADHD during pregnancy - what to know and how to talk to your doctor.

Videos on the difference between medical management and teletherapy.

Updates regarding the Adderall shortage, new ADHD drugs, new treatments.

Research

Pain Point

Thinks ADHD Online will work like AHEAD.

Need

Knowledge she will still need to take our assessment.

Opportunitiy

A comparison chart between ADHD Online and "several competitors".

Information Need

Article on why our assessment tool is different/better.

Onboarding

Pain Point

Thinks video says ADHD Online will submit insurance claims.

Need

A realistic understanding of how long it will take to get her Adderall.

Opportunitiy

A question in onboarding "have you previously been diagnosed?"

Video FAQ "I've already been diagnosed. What can ADHD Online do for me"

Information Need

Details on how to submit insurance claims, with disclaimer that some will only reimburse for one assessment per year.

Purchase

Pain Point

Wants to use FSA, but that isn't a clear option.

Need

Awareness that the $149 does not include treatment or prescription of medication.

Opportunitiy

A table showing the full suite of products and costs laid out in one place.

Information Need

A quick list of all payment types accepted.

Assessment

Pain Point

Thinks some questions are too personal.

Need

Confidence that all assessment questions are relevant.

Opportunitiy

Tool tips on "why do we ask this?"

Information Need

Articles on why ADHD is more than a simple diagnosis.

Diagnosis

Pain Point

Assumes diagnosis is instant, so keeps trying to click on Medical Management in portal.

Need

Details on when expect results.

Opportunitiy

List an "Expected Results Date" next to "Submitted".

Information Need

Articles on the credentials people must have to diagnose and treat ADHD.

Planning

Pain Point

Doesn't read email regarding Care Navigation.

Need

An obvious "this is your next step" so she can try to get an appointment quickly.

Opportunitiy

Showcase in portal that she is in the "Assessment" step.

Make the Treatment step less prominent and labeled "After diagnosis, you'll want to consider...."

Information Need

Articles on ADHD during pregnancy - what to know and how to talk to your doctor.

Treatment

Pain Point

First visit isn't available for 2 weeks.

Need

Confidence that ADHD Online is working hard to get her an appointment ASAP!

Opportunitiy

A way to be alerted if a provider's availability has changed.

Links in portal on how to find a counselor/therapist in Hana's area instead of "coming soon".

Information Need

Videos on the difference between medical management and teletherapy.

Maintenance

Pain Point

Can't see prescription info in portal.

Need

Confirmation that her prescription is active, and the date it was sent to the pharmacy.

Opportunitiy

Add prescription details to the portal.

Information Need

Updates regarding the Adderall shortage, new ADHD drugs, new treatments.