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Advancing patient-centred care in mHealth

Qualitative UX Research

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Direct to Consumer Strategy

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Human-Centred Design

PROJECT

Role: Social Design Fellow and research lead
Team: Amanda Allen, Chief Design Officer and advisor; research and product design teams
emocha Mobile Health is a digital application that encourages medication adherence. emocha has been successfully connecting patients with Primary Care Providers via Directly Observed Therapy (DOT) to ensure patients take their medication regularly. The company wanted to explore the need, potential and scope for emocha to diversify and develop a product offering that helps family and peers to better care for their loved ones. As a Social Design Fellow, I conducted extensive qualitative and user research to help the emocha team pave a path forward.
 
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Initial idea mapping

CHALLENGE

What is next for emocha?

offer emocha directly to the public in a way that helps family members ensure their loved ones are taking medication?

How Might We 

Identify potential user groups and develop a deep understanding of their experience, needs and pain-points 
Offer recommendations for product development and positioning amidst exhaustion in the digital health market
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Competitor Audit studying health, wellness, communications and productivity apps

RESEARCH

EMPATHY MAPPING, USER JOURNEY AND PERSONAS
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  • Empathy mapping to understand patient and caregiver frustrations, needs, motivations and socio-economic dynamics. 
  • ​Idea Maps, Journey Maps and Personas to determine user type and experience.
SECONDARY RESEARCH AND ANALOGOUS INSPIRATION
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  • Desk research to understand the health and insurance industries in the U.S. 
  • Competitor audit of various digital health and communications apps.
SAMPLING, SURVEYS AND
 CONTEXTUAL INQUIRY
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  • Contextual inquiry and telephonic interviews with patients, health care providers and caregivers using stratified sampling. 
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Data Synthesis using Mural

INSIGHTS

NEED TO CREATE

A patient experience that encourages medication adherence while offering reassurance

PATIENT LED ASPT MODEL

(Autonomy, Support, Privacy, Transparency)

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The Complete Patient-centric ASPT Model 

INPUTS

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  • Tweak current layout to center around patient needs

  • Display encouraging progress + relevant reminders

  • Quick access to chat with family and/or coach

  • Quick access to more features

  • Quick access to submit video

  • Include photos of medication

  • Additional information about the drug

  • Educate patient on benefits of medication

  • Explain how it should be taken (with food, without water, etc)

  • Show regimen + capturing barriers to adherence

  • Tiered: Individual → PCP → Coach

  • Peer : Peer forums, messaging, encouragement

  • Catered to specific condition

  • Opportunity for gamification / rewards + sharable

  • Robust privacy settings for each feature

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  • Integration with insurance companies and inpatient care process for a shared expense model

  • Self care or Robust care team - Ability to share different information with different members of personal and professional care team

  • Coaches assigned according to the geographical proximity to the patient

  • Individual, consistent relationship with 1 coach important to build and form adherence habits

  • Clinical expertise important; Patients need to know this isn’t a “random app” 

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Final shareback with the emocha team