Leveraging Adoption for patient telemonitoring
The cardiology-as-a-service platform was about to relaunch to the market. The telemedicine platform is used for the monitoring of patients with heart failure grade II and III. It consists of a mobile application for patients and desktop platform for physicians.
Objectives
This project had the dual purpose of conducting generative user research with HCPs and patients with the objective of:
This project had the dual purpose of conducting generative user research with HCPs and patients with the objective of:
- Understanding the pains, behavioral barriers, needs, and motivations during the patient health journey, the HCP follow-up workflow, and the user journey.
- Identifying levers for seamless onboarding to the platforms for patients and healthcare professionals.
- Accelerating the adoption and uptake of this DHC solution as the new standard of care for HF in Germany.
Methodology
- Generative Research
- Ecosystem mapping
- Personas
- Patient Journey Map & COMB
- HCP Journey Map and SWOT
- Patient SWOT
- Prioritization Ideation
- Ideation Workshop
Ecosystem mapping
During this workshop, we deep-dived into mapping the entire ecosytem and mapped out the circle of influence. This was particularly useful to define the personas we needed to interview and define.
Personas
During interviews patients were screened in two groups: active and passive patients. Pre-conditions for HCP inclusion were working in a cardiological practise that treats publicly insured patients.
At first instance, personas were developed during a stakeholder co-creation workshop and then redefined after data synthesis of interviews. Research uncovered five patient user types.
During interviews patients were screened in two groups: active and passive patients. Pre-conditions for HCP inclusion were working in a cardiological practise that treats publicly insured patients.
At first instance, personas were developed during a stakeholder co-creation workshop and then redefined after data synthesis of interviews. Research uncovered five patient user types.
Customer Journey +
COM-B analysis
The insights resulted into this customer journey combined with COMB analysis. The gaps and opportunities represented on a typical customer journey were aligned with barriers to behaviors, creating a unique tool to help gain a more thorough understanding of the healthseeking problem space. This helped lead to the design of efficient behavior change interventions, improvement in the target outcomes and the achievement of business goals.
COM-B analysis
The insights resulted into this customer journey combined with COMB analysis. The gaps and opportunities represented on a typical customer journey were aligned with barriers to behaviors, creating a unique tool to help gain a more thorough understanding of the healthseeking problem space. This helped lead to the design of efficient behavior change interventions, improvement in the target outcomes and the achievement of business goals.
Customer Journey + SWOT
The HCP insights resulted into this customer journey that combined a SWOT. The insights that came off the interviewing were quite reveling so the best way to communicate them and create a common understanding within the two organizations stakeholders was to faciliate a SWOT analysis workshop.
The HCP insights resulted into this customer journey that combined a SWOT. The insights that came off the interviewing were quite reveling so the best way to communicate them and create a common understanding within the two organizations stakeholders was to faciliate a SWOT analysis workshop.
Jobs-to-be-done Prioritization
During this workshop, we identified and prioritize the most important jobs that users are trying to accomplish along on each phrase of the journey based on pains and gains. The outcome was a list of the top gains and pains that served as a baseline to focus on the ideation workshop .
During this workshop, we identified and prioritize the most important jobs that users are trying to accomplish along on each phrase of the journey based on pains and gains. The outcome was a list of the top gains and pains that served as a baseline to focus on the ideation workshop .
Ideation and Solutions Prioritization
I facilitated a full day workshop to help stakeholders identify and prioritize solutions. We were able to develop a shared understanding of customer needs and create a roadmap for product development efforts that better meet those needs. For more details see full report.
I facilitated a full day workshop to help stakeholders identify and prioritize solutions. We were able to develop a shared understanding of customer needs and create a roadmap for product development efforts that better meet those needs. For more details see full report.