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Health-care | IDEO 

Enhancing the patient experience with clarity and transparency to create customer-centricity

*Client details and visual design are modified or not mentioned due to a confidentiality agreement

My Role

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  • Supported research synthesis, workshop design and prototyping.
     

  • Led the final iteration of redesigning the user experience and creating lo-fi prototypes.

Skills

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  • Research Synthesis
     

  • Feature Definition
     

  • UX Design 
     

  • Prototyping

Collaborators

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  • Business design lead
     

  • Design research lead
     

  • Interaction design lead
     

  • Data scientist

5-week Sprint Overview
The Challenge
IDEO was approached by the marketing team of a pharmaceutical giant with a goal to transform the top-of-the-funnel experience of brand into one that is more patient-centric.

As a global brand, some of their main challenges were related to creating a consistent experience worldwide, while also adhering to different legal guidelines, for example with data consent, in different markets.
Internally, our team also faces constraint from not being able to redesign certain key features that were deemed out-of-scope.
Our Process
Interviews were conducted with patients with diabetes and health-care providers from different parts of the global market.

After journey map analysis & synthesis of interview notes, key experiences were identified to be redesigned.

A co-design workshop with the client was conducted leading to prioritization of 3 key user journeys.
Insight
Through research synthesis and deliberations we identified the key problem areas that the patients faced -
Lack of clarity
Lack of trust &
Lack of awareness
Solution

As an interaction designer, I mainly owned the design and iteration of low and high fidelity prototypes of the reimagined experience.

 

Each of the 3 prioritized user journeys had a unique design focus which I implemented in the following way -

 

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Amplified clarity & guided support

Gaining consent & trust

Improved troubleshooting leveraging self-serve & personalization in
continued learning

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