3M Connected Cast
In this Case Study
Multi-Touchpoint Experience
Connected System
Ecosystem Design
Tools and Deliverables
Storyboards
Evaluation Plan
HEART Framework
KPIs
Interactive Prototype
Axure
Considering a Decision Maker in the problem space.
The Problem
Our team was tasked with designing a new connected ecosystem in one of 3M’s focus areas—healthcare—by leveraging current research into the problem space and considering the needs of users and key decision makers.
What Surprised Me
Working with a client who provides only limited preliminary assets is a unique and interesting challenge. We had as much work to do to understand 3M as we did to understand the problem space.
The Client
The 3M Company operates in the fields of healthcare, industry, and consumer goods.
3M's healthcare division is working to improve the emerging landscape of value-based healthcare in the United States. In addition to designing products for which they have been traditionally known (adhesives, optical films, dental and orthodontic products, and many more) 3M’s Health Information Systems deliver software for performance management, analyzing patient data, and providing insight into quality of care.
3M’s design strategy is concerned with balancing the goals of the user with those of the business unit. In addition to looking for gaps in the user experience, they consider the priorities of key decision makers and their influencers.
Users and Audience
3M’s approach to the Healthcare Ecosystem considers three main players in the problem space: Patients, Providers, and Insurance Companies. Depending on the product, any or all three may be end users. In the case of the 3M Scotchcast System, the end users are both Patients and Providers, whereas both Providers and Insurers play the roles of key decision makers and influencers.
Healthcare Ecosystem and key players. Source: 3M.
Team and Role
Our team consisted of four User Experience designers. We divided the task of researching the key players in the problem space. Then, as a team, we leveraged some of 3M’s existing medical device lines and Healthcare Information Systems to prototype a new multi-touchpoint experience around the Scotchcast product. Independently, I developed a prototype of a patient-facing app as part of our new connected system.
The Process
Preliminary Research
We took a deep dive into the problem space by gathering as much information as we could, in the short time available, to begin to understand the existing ecosystem. We learned about the needs of all players involved with bone fracture incidents, treatment, and provision of insurance coverage.
Each member of the team contributed research on one player in the problem space. I focused on understanding the needs and pain points of Insurers.
A deep dive: Exploring the problem space from the perspective of insurers
Identifying Opportunities
3M provided us with a journey map of the current user experience, from the perspective of the patient.
In the existing user journey map, we saw an opportunity to improve the user experience during the extended and often lonely period of home convalescence following a bone fracture. We also noted the possibility of considering the goals of key stakeholders not represented on the existing journey map: providers and insurers.
Current user journey map for 3M Scotchcast. Source: 3M
Areas of opportunity in existing user journey map.
We saw three intersecting pain points surrounding quality of care in a value-based healthcare market:
In considering these pain points, we saw an opportunity for 3M to address these intersecting needs and create confidence within the health ecosystem.
We proposed extending 3M's Scotchcast product with technology from 3M's Skin-to-Skin wearable sensors division to create an app-integrated smart cast.
The smart cast has the potential to align patients, providers and insurers around high quality medical service by quantifying patient well-being, and keeping the patient connected during the home healing process. A patient-facing app would be an outlet for the patient to communicate his or her condition on a daily basis. It would be a source of information for providers to improve the individual patient experience with timely risk management, and would also help insurers incentivize quality care across the market.
A 3M Skin-to-Skin Wearable Sensor. Source: 3M
Connected Experience
We began to hypothesize a multi-touchpoint experience that would improve the user experience during the home healing stage. We drilled into this stage of the existing user journey, proposing touchpoints related to the Connected Cast sensor system and patient-facing app.
Brainstorming an expanded user journey
Our non-linear Connected Experience Map, showing relationships between players in the problem space and selected touchpoints of the Connected Cast System
A Redesigned User Journey
Our revised user journey takes into account the interactions of patients, providers, and insurers with the Connected Cast system, and lays out how each touchpoint serves the goals of these players.
Our redesigned user journey
Touchpoints: Prototypes
I created storyboards of key touchpoints in the Connected Cast system, illustrating how patients, providers, and insurers interact with the system.
Patient Touchpoint: A patient is prompted to enter a daily update and receives immediate feedback.
Provider Touchpoint: A communication barrier such as a developmental disability or a language barrier can prevent a patient from self-advocating. The provider receives a reading from the patient’s Connected Cast, and coordinates with the caregiver to respond and manage risk.
Patient/Provider Touchpoint: A patient has pain, and the Connected Cast pressure sensor detects swelling within the cast. He is unsure whether he needs to call his provider, but his provider has received the readings and reaches out to him, alleviating the patient’s anxiety.
Patient Touchpoint: A patient is reminded of home care considerations, via the Connected Cast moisture sensor.
Insurer Touchpoint: An insurance analyst uses data from the Connected Cast system to gain insight into quality of care.
Mid-Fidelity Prototyping
I was interested in building out the patient-facing app with greater fidelity. I created a limited clickable prototype in Axure, showing main screens of the app and prototyping some of the interactions depicted in the earlier storyboards.
This system calls on clinic staff to register the patient with the app and pair the connected cast to the patient's phone and app prior to patient discharge. Once the patient is home, there are only a couple of steps remaining to customize his or her experience.
The patient may choose the time of scheduled daily check-ins, as well as the manner of communication between patient and provider. In contrast to the typical hospital experience, in which healthcare workers may surprise a patient at all hours of the day and night for vital checks and medication delivery, this customization of the Connected Cast app would foster a sense of patient control throughout the home healing experience.
Plain language and a friendly tone simulate a familiar caregiver, and help to de-medicalize the healing experience without sacrificing quality of care.
All buttons and controls in the app are nearly as wide as the screen. They are placed in the bottom one-third of the screen area, for easy use of the app with just one hand (either left or right) in the case of a broken arm.
The prototype may be viewed here.
Evaluation Strategy
Finally, I proposed a strategy by which 3M might evaluate the success of the Connected Cast System and its ability to meet the goals of patients, providers, and insurers. Starting with a beta release and proceeding into long-term performance evaluation, the strategy uses Google’s HEART framework for UX metrics and suggests Key Performance Indicators (KPIs) for each metric.
My proposed launch and evaluation strategy for the 3M Connected Cast system.
Conclusion
In setting out to create a connected experience around the 3M Scotchcast product, I hoped to improve the experience of the Patient as an end user. As a result of research into the Healthcare Ecosystem and exploration of product touchpoints, our proposition for the 3M Connected Cast System has the potential to also improve the experience of key decision makers and influencers: Providers and Insurers. The approach and strategy of the Connected Cast System is consistent with 3M’s design strategy—to balance the needs of the user with those of decision makers and the business unit.
View the Prototype
My limited clickable prototype of the 3M Connected Cast patient-facing app, annotated and demonstrating key patient touchpoints, is available here.