Device assessments occur, almost invisibly, prior to kicking off the user experience, but the outcome of the device assessments, in real time, determines the user experience path that a respective user is sent down. It was kind of like a ‘Choose your own adventure’ story in that it needed multiple paths designed.
This wasn’t a problem, but we didn’t anticipate it when we started looking at the overall user experience design.
From a user research perspective, there wasn’t anything out of the ordinary. HealthCo’s standard user personas still applied; we had use-cases for new account creation, updating passwords, email addresses, phone numbers, etc. However, what we didn’t know was how the user would navigate the various paths depending on how their device was assessed, which was really the x-factor for the entire user experience design.