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How a Design Sprint Transformed the Lives of Users with Chronic Conditions

Enhance your relationship with your chronic condition. An ecosystem for a healthier you, where you can track, engage, and learn about your well-being.

Enhance your relationship with your chronic condition. An ecosystem for a healthier you, where you can track, engage, and learn about your well-being.

Teal Flower
Teal Flower

Context

In a life of hurry and stress, many-a-times we neglect our health and by the time we realise our wellbeing is important, we’ve already developed incurable chronic conditions, majority of times these conditions can be inherited by our parents, the good news is that many can be managed or even reversed by making simple lifestyle changes.

To support individuals with chronic conditions like diabetes and hypertension, Visit Health offers comprehensive lifestyle management programs. Previously, our Telehealth team’s Health Coaches operated these programs independently, leading to data loss. In response to growing demand from corporates and insurers, we created an ecosystem that fosters collaboration between users and health coaches, enhancing lifestyle improvements and effective condition management.

Problem

Chronic condition management programs face several challenges, including inconsistent quality, high dropout rates, and time-consuming processes. Health Coaches struggle to track user progress effectively, making it hard to provide the support individuals need to manage their health and achieve lasting improvements.

Contribution

Contribution

User Research • User Journey • Wireframes • UX Design • High Fidelity Prototype
User Research • User Journey • Wireframes • UX Design • High Fidelity Prototype

Collaboration

Collaboration

Co-Founders, Product Team, Telehealth Team (Doctors & Health Coaches), Developers
Co-Founders, Product Team, Telehealth Team (Doctors & Health Coaches), Developers

Timeline

Timeline

4 Months
4 Months

Tools

Tools

Figma, Figjam, Illustrator, Google Sheets,
Figma, Figjam, Illustrator, Google Sheets,

Defining
Solution

Defining
Solution

Defining
Solution

Defining
Solution

I sat with the team of health coaches to understand how this program works, and I even asked for a few health plans myself for different requirements, to understand the irregularities and what changes are made in a health plan. I connected with a few users already enrolled in this program and a few who’ve completed their journey. During the course of these meetings, I worked on identifying the challenges and how to overcome them one by one.

Following are a few insights-

  • Since many coaches run this program by themselves, the quality is compromised.

  • A new SOP (Standard Operating Procedure) is written for every new set of users for every chronic condition, leading to inconsistency.

  • 20% of users drop the program midway because they are unable to track their improvement.

  • Coaches find it challenging to keep notes of multiple patients, resulting in untraceable data and making it difficult to track user progress.

  • Users face 20-minute calls with coaches, answering 20-30 lifestyle questions, which not everyone has time for.

  • These programs require understanding the user's diet and body, taking weeks to adjust their lifestyle accordingly.

  • Coaches have to place regular follow-up calls to check if the user is following the plan or has any concerns.

I sat with the team of health coaches to understand how this program works, and I even asked for a few health plans myself for different requirements, to understand the irregularities and what changes are made in a health plan. I connected with a few users already enrolled in this program and a few who’ve completed their journey. During the course of these meetings, I worked on identifying the challenges and how to overcome them one by one.

Following are a few insights-

  • Since many coaches run this program by themselves, the quality is compromised.

  • A new SOP (Standard Operating Procedure) is written for every new set of users for every chronic condition, leading to inconsistency.

  • 20% of users drop the program midway because they are unable to track their improvement.

  • Coaches find it challenging to keep notes of multiple patients, resulting in untraceable data and making it difficult to track user progress.

  • Users face 20-minute calls with coaches, answering 20-30 lifestyle questions, which not everyone has time for.

  • These programs require understanding the user's diet and body, taking weeks to adjust their lifestyle accordingly.

  • Coaches have to place regular follow-up calls to check if the user is following the plan or has any concerns.

Outcomes

Outcomes

Outcomes

Outcomes

Once I benchmarked all the pain points of the stakeholders, I collaborated with the product and Telehealth teams to brainstorm solutions using affinity maps.

After benchmarking the problems, we identified the need for a collaborative patient-coach ecosystem with real-time access to medical and lifestyle data. We developed a coach dashboard synced with user apps to track multiple patients, gather medical histories, and improve program quality.

This solution led to the following outcomes:

  • I joined health coaches during patient calls to determine which questions were essential, optional, or specific to certain patients. Together, we organized these questions into categories, helping streamline the user journey so that users wouldn’t need to spend 20 minutes on an initial call.

  • For cases where tests are recommended, we also arranged consultations with specialists. To help users understand their reports better, we curated smart health reports that provide a comprehensive overview of their health.(Refer to the smart health report from the project section).

  • While coaches prepare personalized plans, users often feel disengaged. To keep them involved, we introduced an AI-generated health plan as a temporary solution.

  • We synced the data from across different internal dashboards to this from the backend, without the need to ask users for updated documents every time something new comes up.

  • We recognized the need for tailored SOPs based on timelines—some clients prefer 6-month plans, while others choose 3 months, depending on their conditions. Consequently, we created follow-up schedules and integrated them into the coach's calendar based on the program opted.

Once I benchmarked all the pain points of the stakeholders, I collaborated with the product and Telehealth teams to brainstorm solutions using affinity maps.

After benchmarking the problems, we identified the need for a collaborative patient-coach ecosystem with real-time access to medical and lifestyle data. We developed a coach dashboard synced with user apps to track multiple patients, gather medical histories, and improve program quality.

This solution led to the following outcomes:

  • I joined health coaches during patient calls to determine which questions were essential, optional, or specific to certain patients. Together, we organized these questions into categories, helping streamline the user journey so that users wouldn’t need to spend 20 minutes on an initial call.

  • For cases where tests are recommended, we also arranged consultations with specialists. To help users understand their reports better, we curated smart health reports that provide a comprehensive overview of their health.(Refer to the smart health report from the project section).

  • While coaches prepare personalized plans, users often feel disengaged. To keep them involved, we introduced an AI-generated health plan as a temporary solution.

  • We synced the data from across different internal dashboards to this from the backend, without the need to ask users for updated documents every time something new comes up.

  • We recognized the need for tailored SOPs based on timelines—some clients prefer 6-month plans, while others choose 3 months, depending on their conditions. Consequently, we created follow-up schedules and integrated them into the coach's calendar based on the program opted.

47%

Increase in adherence

16%

Increase in health plan role out

Increase in health plan role out

37%

Improved platform engagement

Improved platform engagement

Behind the Scenes

For this project, we had a lot of whiteboard meetings to define the user journey and goals. I used Figjam for affinity maps & User journeys. I drew initial wireframes on paper to discuss with the team. For designs and prototype, I used Figma. I performed competitor research and pasted it on the mood board for journey and elements reference. Here are a few snippets from the process.

LinkedIn

Instagram

Dribbble

Behance

Twitter

Medium

A Creative Portfolio designed by myself with ❤️&✨!!

LinkedIn

Instagram

Dribbble

Behance

Twitter

Medium

A Creative Portfolio designed by myself with ❤️&✨!!

LinkedIn

Instagram

Dribbble

Behance

Twitter

Medium

A Creative Portfolio designed by myself with ❤️&✨!!

LinkedIn

Instagram

Dribbble

Behance

Twitter

Medium

A Creative Portfolio designed by myself with ❤️&✨!!