Amelio for Resmed

Mobile Service Design

What I did

  • User Research
  • Problem Discovery
  • Stakeholder Mapping
  • Wireframing
  • Final UI Designs

How can we retain value for Resmed through patient data?

Resmed is a medical equipment company that provides cloud base medical devices for the treatment of sleep apnea and other respiratory conditions.

We kickstarted the discovery process by running a 2-day research sprint. The goal was to synthesize as much information about ResMed as we could manage.

Through background research, we found that individuals who suffer from sleep apnea are at risk to develop more severe conditions, such as high blood pressure, heart failure, and depression. It is essential for people with sleep apnea to seek treatment right away. But patients don’t comply, and Resmed can’t understand why.

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Brief

Amelio

Amelio is a native mobile application that provides patients a platform to express and seek support through a forum. Not only can patients monitor their progress, but their respiratory therapists can to listen to their needs and develop a stronger understanding of Resmed devices. Ultimately, Amelio generates valuable data that helps Resmed improve their products and services while providing a community for patients.

The Team

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For Respiratory Therapists

Respiratory therapist can use the data garnered from the forum to help improve the lives of their patients. ResMed can leverage that real emotional data to generate stronger insights to produce better customer experiences- and better customer experiences translate to better sales and higher quality products and services.

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For Patients

Patients can track their progress, ask or answer questions on the forum tab, and directly message their respiratory therapists.

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Scenario

David who is a patient with sleep apnea travels often. While he is waiting for his flight to take off, he realizes he forgot to bring his CPAP machine. He opens Amelio and asks his respiratory therapist if the doctor could prescribe him a travel sized Resmed device.

Discover & Ideation

Connecting human needs to company goals

With our understanding of the various stakeholders within the ResMed system, we clustered like-entities to organize our research, as well as to pry out some initial insights. From there we did several exercises to broaden our thinking and helped us explore more holistic solutions.

Stakeholder Mapping

There is little communication or conversation between the patients and ResMed.

Reverse Stakeholder Assumptions

We challenged our existing assumptions to generate out-of-the box design ideas.

Generate 20 questions for problem framing

List out ideas that could serve a variety of stakeholders.

Synthesis

Establishing Values between Domains

Now that we mapped the stakeholder flow, we also found it critical to map out value between the domains represented by the delivery and usage of ResMed products.

Being able to highlight services and agreements also showed where the flow of value was lacking. For instance, there currently exists a weak co-creation value link between patients and the business side, through the basic service provided by RTs. One question we asked is:

How might we provide patients better care and devices by transferring their data to ResMed?

Process

Iterative Design

Conclusion

Deliverable Data

Amelio connect others through the forum platform, gathering data on human feelings and emotions. The respiratory therapist is then able to collect the emotional and empathetic side of data.

This promotes a greater sense of understanding for the customer, thus allows Resmed to produce better insights and stronger products and services.

Product Video

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My Final Thoughts

Through our process, we were able to dive into a topic none of us were familiar with. I discovered a great deal about the respiratory devices industry and how an app can enhance a user's value in their treatment process.

Ultimately, I learned to:

  • Design a service that involved understanding the gaps in the value flow between stakeholders.
  • Take ownership of the entire design process, it's okay to pivote: iterate as much as possible before settling on one idea.
  • Bring some magic to the table by using subtle, but delightful interactions that make a big difference in a user's life.