At Hinge Health, we learned that people joined the program without really understanding what they were signing up for. This research uncovered more of the where and the why around these drop offs.

This work led to many changes in onboarding over the following year. Changes include:

• Providing the opportunity to immediately participate in exercise therapy after sign-up to capitalize on initial energy for the program

• Sending out kits only after the initial sign up was completed, reducing wasted resources

• Creating clearer marketing materials to better understand the program

• Ongoing work to understand the role of the coach and physical therapist and how they impact the sign up experience