Healthcare Start-up: Well-being GPS
Designing a more attainable behavior change plan
A mental health organization wanted to transform its program and management tools for improving patient connections into a service to be licensed to other providers.
Gaining Context
Through a series of immersion sessions and workshops to discuss pain points and the goals of all parties – business, clinicians, and patients – divergent priorities were revealed.
Uncovering a Conflict
Business leadership highlighted their focus on demonstrating operational efficiency – maximizing performance of patients, providers, and revenue.
While for the therapists, the need to truly listen, understand patients’ unique situations, and develop treatment plans their they could adhere to was a major priority.
Opportunity for Alignment
While immersion sessions revealed divergent priorities, the team was able to discover and prioritive a new opportunity for creating value.
What We Heard
Patients’ lack of adherence to change plans are the primary obstacle to improved well-being.
Reframing the Problem
By shifting the focus from practitioner tools towards ways for patients to engage directly with the platform created an opportunity to deliver better outcomes for all users.
A Reimagined Mission Statement
“Empower users with guided and achievable behavior change tools to measurably improve health outcomes.”
Working with subject matter experts, business leads, and technologists to define project scope.
We set a process of designing, prototyping, and testing to produce an experience to give patients the ability to better build sustainable health practices.
Onboarding
By beginning with less complex flows, we were able to work on a visual design framework then align it to a product narrative and brand vision.
Onboarding flows presented an opportunity to test a new visual language.
What worked for the in-office assessment needed to be optimized for self-managed plans.
We broke down monthly therapist-facilitated assessments into weekly self-guided check-ins.
Users preferred finer values for self assessments.
Showing progress
Health portraits were created to help users visualize progress, prioritize activities, and share their health journey progress with practioners.
Visualizing a 360° view of patient progress helps users identify areas of opportunity.
Outcomes
Product strategy
Mobile-friendly process approach to patient assessments
Content and curation framework for behavior change plans
Progressive new user acquisition plan
Proof-of-concept
Proof-of-concept mobile app
Novel approach for assesments and collecting user sentiment
Design pattern library capable of supporting future development
Product roadmap
Plans for future user tests and evaluation
Feature backlog for future development