Designing the preferred future of conversational patient education

Musings of 5 creatives focusing on the future of healthcare communications through the design of effective, personalized patient communication technologies.

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Project Background

MedRespond is an AI-driven healthcare enterprise product meant to serve as a patient-centered application for health, knowledge, and communication.

In this 8-month-long capstone project, we worked with MedRespond, an online healthcare communications company that combines artificial intelligence, search and streaming media to deliver interactive, personalized communication solutions to patients and clients.

Our Problem Statement

How might we envision a preferred future for conversational patient & caregiver engagement that addresses the medical, behavioral, and emotional dimensions of healthcare?

Project Objectives

Evaluate the current MedRespond Experience

Identify opportunities to improve user emotional engagement

Design, prototype, and validate new designs with end-users

Define a “preferred future” for MedRespond

Our Approach

Starting with Empathy

Inspired by the Nielsen Norman Group’s design thinking 101, we approached the project with an iterative design process, going from understand, explore, to materialize. To kick-off our project, we conducted both quantitative and qualitative research methods to achieve a deep understanding of the problem space. We then used various modeling techniques to conceptualize our research findings. We proceeded to ideate and design the solution, which was then iterated on based on the feedback collected through evaluative research methods. All of these stages highly overlapped as we used a research-through-design approach.

Our Final Solution

Revamping and redesigning an informational tool that holistically addresses patient and health concerns, delivered by an engaging conversational experience.

Conversation Redesign

As conversation engagement is the cornerstone of the MedRespond value proposition, our primary focus was in demoing our overhaul of the following conversational features: question input, answer output, and error recovery. We also explored experimental conversational design with concepts such as immersive mode or voice-user interface.

Navigation Redesign

We have made significant changes to the MedRespond navigation experience to increase the salience of key information and resources as well as help users more easily navigate the platform and track previous activities.

Learning Tools

Our research has shown that MedRespond can be better positioned to ensure learning outcomes and relieve informational burden. As such we demoed the a set of features that help address key patient and caregiver unmet needs, including a dynamic transcript and note-taking abilities.

Emotional Sensitivity

From the very beginning, MedRespond and Panacea have been concerned with creating a positively affective experience that makes the user feel loved. With a focus on the onboarding experience and users’ emotional needs, we have created a friendly, easily understood environment that demonstrates emotional sensitivity to the liver transplant patient and caregiver experiences.

Learn More About Our Final Solution

Check out our final design highlights and design process!

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