Engaging Patients Living with Heart Failure
Emphasizing: ethnographic interviews, service blueprints, workshop facilitation, and digital prototype testing.
Heart Failure is a serious condition where your heart stops being able to function properly as a pump. Whether you have suffered a heart attack or have a weakening/ hardening heart, Heart Failure describes a heart that no longer performs at 100%. This condition is more prevalent in the Medicare age population, and drives considerable healthcare costs due to hospital re/admissions caused by retained water weight in the body. This can be easily prevented by monitoring your weight to watch for sudden increases through a simple household scale.
The challenge our Heart Failure remote patient monitoring service faced was how to get eligible members to voluntarily enroll in the program and regularly step on their scale. To improve healthcare costs for the consumer and the system, we had the opportunity to re-design an engaging Heart Failure remote patient monitoring service from end-to-end that met the needs of consumers as well as business, operations, and the insurance plan.
- Increased enrollment by 25%
- Increased ongoing engagement by 15% (usage 18 times per month)
- Redesigned the remote patient monitoring mobile application experience
- Established design principles to be used across national heart programs / markets
- Set digital framework for Big-5 chronic condition management services
First, to understand the opportunity, we planned and executed cross-disciplinary workshops, including product, CX, marketing, clinical, and technology stakeholders. This provided direction, boundaries, and business objectives to carry forward throughout the design stages.
Second, we embarked on insight gathering mission across the consumer, operations, and technology to better understand limitations, expectations, and opportunities. We conducted 16 ethnographic consumer interviews to learn what Heart Failure meant to consumers, how they expected to be communicated with, and other factors that directly or indirectly influenced their decision-making. We also facilitated clinical operations focus groups and working sessions to learn about different types of consumers from their perspective, as well as what works well and doesn’t. From a technology and experience standpoint, we created a service blueprint that laid out all touch points, processes, and flows to be used throughout our initiative.
Third, we synthesized our insights, themes, and design principles in order to make informed decisions about consumer touch point design, messaging, user experience, etc. We carefully examined and redesigned each touch point, adding new interactions where necessary, and removing non-value add interactions. We redesigned the outreach marketing, scripting, supporting education materials, remote patient tablet/app user experience, and created a new website landing page.
By improving the business metrics, clinical tools, and consumer engagement, we successfully met the opportunity of improving the health and costs of our members. It is very rewarding to know that we directly impacted the health the the tens of thousands of consumers who engage in the Medicare Heart Failure service, and we continue to do so as this redesigned experience lives on.