This project aimed to incorporate a more holistic whole-person care approach to a US-based virtual care app that provides telemedicine and chronic care management (CCM) services to its members.

 

What & Why

According to the National Center for Complementary and Integrative Health (NCCIH), whole-person care involves looking at the whole person—not just separate organs or body systems—and considering multiple factors that promote either health or disease.

At the time the project was made, there were already various telemedicine and chronic care management (CCM) services being offered on the platform—the result of various mergers and acquisitions made by the company in the past few months. However, the end-to-end member journey was not as solidified yet.

Thus, one of my first priorities was to do a comprehensive audit of the end-to-end UX.

 

Chronic Care Management (CCM)

Zooming in, its CCM services had a lot of room for improvement. While acquisition of members was successful for the most part, engagement with self-care modules, health care providers (HCP), and adherence to treatment plans was lacking.

In particular, members with Diabetes and Hypertension (majority of those using CCM services), experience a lot of complications and risk factors from their conditions and could benefit from a more thorough, whole-person approach to the care they are receiving—beyond just having digitized ways of tracking their vitals and consulting their HCP.

In thinking about this, the opportunities became clearer:

 

ADDRESSING TREATMENT ADHERENCE: How might we help our members help us?

Through a Behavioral Design lens, how might we elevate the UX in a way that encourages members to not only comply with treatment plans, but also be more motivated to care for themselves?

 

FILLING THE "GAP" IN WHOLE-PERSON CARE: What about members' teeth?

The company's services at the time were able to tackle most kinds of medical services, sans dental. I was cognizant that this was largely due to how insurance is structured in the US, but dental complications happen to be one of the highest areas of concern for CCM members.

 

In thinking about all these, the pitch below represents an architectural blueprint of how CCM services could evolve moving forward: