Bringing healthcare into the Experience Era
ROLE : PROTOTYPE, STRATEGY, DESIGN CONTRIBUTOR
The health care industry is struggling to produce the digital experiences customers expect across industries. We use mobile apps to track health in a variety of ways, but the digital experience on a mobile device for health care providers is slow to adopt in the new health economy.
PwC's Experience Center was challenged to design and build a prototype health care providers could use to provide customers with a patient-centric digital experience. The prototype was to be showcased at a top health care conference (HIMSS), so we had a tight timeline of 6 weeks and a deadline we couldn't miss.
Building off years of healthcare industry knowledge
PwC healthcare experts have been working with top healthcare providers for years to help them adapt to changing consumer behaviors. Our goal was to transform the thought leadership into a digital assistant that integrates with the patient's life to enhance their overall health care experience.
We crafted strategic design principles, such as simplification of services and full transparency. Combined with powerful industry knowledge, we settled on the following key experiences we wanted to showcase in the prototype:
The team challenged itself to think about how technology-enabled care would like in the future. We centered around the idea of AI and it became the focal point of the entire experience. Not only did audrey fit the persona of our AI assistant, but it had Dr right in the middle!
Our goal was to reduce the barriers of managing health care so patients can focus on being healthy. All of the heavy lifting would be done by audrey, who gets to know you on a personal level. She'll handle the paperwork and make sure you don't book an appointment over a parent-teacher conference.
Crafting the perfect story
Stories are the foundation of powerful experiences. Ours centered around Zea, a single mother with back pain, who has a much-needed vacation coming up. It's audrey's job to get her healthy so she can enjoy her time off pain-free. Her schedule is hectic, she just got new insurance, and needs some help.
Our goal was to use the power of AI to integrate data, healthcare systems, and mobile platforms to create a seamless digital experience. Based on her mobile usage and earlier interactions with her clinician, Zea knows to use the audrey app to help address her health needs.
Zea is a single mom and sometimes she needs help; audrey is all over this and offers to share the appointment with close ones.
Designing for AI
We wanted the app to feel futuristic and approachable. We had to build trust between audrey and a patient, so users could feel at ease knowing they're in good hands. The interface was kept to a minimum, as audrey would be your guide and only show the best options to choose from.
Sprint, agile, & scene-based workflow
On a short timeline, it was critical to establish a workflow early. After the story, user flows, and user journey was completed, we had to go from wireframes to designs to prototype quickly. We didn't have the luxury of doing each step all at once, so we centered around the 7 scenes from our story and established a flow to get assets from Sketch to Flinto.
There was extreme attention to detail when it came to interaction design. Flinto is a great prototyping tool in allowing custom interactions to create fluid, beautiful, and seamless transitions between screnes. I worked closely with the creative director to make sure they met our style guidelines and empowered the design intentions.
Some final designs
Where is it now?
audrey was presented at the 2016 HIMSS and received tremendous feedback about the design and quality of the prototype.
audrey is a PwC white-label product, and was purchased by UT Health Services to begin development of a beta version for use with patients.