Case Study: Reimagining Healthcare Experiences through an Omni Ecosystem Vision

Introduction: In response to evolving healthcare needs, a healthcare organisation embarked on a journey to reimagine key future outcomes across the patient journey through an "omni ecosystem" vision. This involved leveraging data and digital technology to enhance patient experiences and outcomes.

Challenges Faced: The healthcare organisation faced several challenges in their quest to reimagine healthcare experiences. Key challenges included identifying the 20 most common pain points across the patient journey and determining the core GenAI capabilities required to address these pain points effectively. Additionally, there was a need to design a rapid prototype to answer strategic questions and validate the design vision.

Objectives: The primary objective was to identify users' most common pain points and integrate a multidisciplinary team to define core GenAI capabilities necessary to address these pain points. The goal was to design a rapid prototype that would address strategic questions, inform the design vision, and demonstrate potential impact on patient outcomes.

My Role:

• Designed use cases integrating customer-centric behavioural science principles.

• Identified and alleviated anxiety through tailored interactions and conversations.

• Advised on portfolio management with automated follow-ups for enhanced engagement.

• Developed personalised healthcare roadmaps to guide patient journeys.

• Integrated technology to provide healthcare professionals with a comprehensive view of patients.

• Enabled real-time data refresh through API integration for seamless information access.

• Crafted story board from use cases and prototyped for potential ideas we can go ahead with

• Identified opportunities to bring solutions for people in need, in whole ecosystem of patient reaching out to HCP.

Potential:

• Identified opportunities to increase app adoption among users.

• Unified brand messaging to enhance clarity and consistency.

• Addressed key user challenges such as appointment processes and security trust.

• Offered services for managing long-term conditions at home, including risk-based screening and at-home diagnostics.

• Enabled community access to the platform through both a website and application.

• Made healthcare information more accessible and convenient for users, empowering them to take control of their health journeys.