AI-Powered Patient Education Portal
Enhancing patient engagement through digital teach-back
Co-op, Q1-Q2 24’
mobile
Conversational UI
B2B2C
EMR/CRM
acquisition pivoting
growth & engagement
hospitals
in U.S.
9:41
A colonoscopy is a test that lets your doctor look all the way inside your large intestine, also called your colon.
It uses a thin, flexible tube called a colonoscope.
The scope has a tiny light and video camera on the end and is connected to a computer screen.
A colonoscopy is one of a few tests used to screen for colon cancer.
A doctor may be able to find cancer early or find colon polyps.
A polyp is a small growth of excess tissue.
Some types of colon polyps can lead to cancer.
TRANSCRIPT
What is colonoscopy
recall rate
WHAT’S MY ROLE IN THE TEAM?
I prevented the team from duplicating effort by proposing a scaling framework.
I created a scalable framework to address the challenge of diverse health condition use cases by distilling reusable tutorial units in patient teach-back practices. This framework pivoted our acquisition strategy, in hind sight.
My Contribution
Scaling Framework
Initiate & Lead
Use Case Research
Lead & Execute
Voice User Interface
Ideate & Execute
Duration
2024 Q1 - Q2
4 months
Tool
Figma
Team
Sr. Director of R&D
Sr. Product Designer
HCI/d Design Team
Clinician Experience Experts
Engineers
WHAT PRODUCT? WHO INFLUENCED THIS PROJECT?
World #1 health education provider Healthwise merges with WebMD Ignite mid-project, leading to a scaling pivoting.
Our team was exploring an AI-assisted patient education portal for Healthwise’s EMR* solution. Following its acquisition by WebMD, we expanded the project's scope to reach a much larger user base - as U.S.'s largest healthcare growth engagement platform.
EMR: Electronic Medical Record, storing and managing patient’s information.
WHAT ARE USER PAIN POINTS?
Ever struggled to remember what instructions doctors told you?
Turns out, clinicians srtuggle with it too - Patient misunderstanding or forgetfulness can lead to increased readmission rates, putting a heavy burden on hospital resources.
WHY HAVEN’T TEACH-BACK BEEN USED ALREADY?
There's a way to help, but limited clinician-patient time hinders the implementation of the proven technique: teach-back.
Teach-back: a tested method involving asking the patients to teach the information they learned back to the healthcare professional.
Pros & Cons of Onsite Teach-back
Improved recall rate
75% of self-care questions answered correctly afterward
Time-consuming
1 hospital visit allows ~15 min clinician-patient meet
Underprioritized
often neglected due to clinician workloads
OUR TAKE ON THIS PROBLEM: DESIGN OPPORTUNITY
We find the sweet spot, at-home scenario, to implement digital teach-back without interrupting the clinician’s workflow.
This limited visit time of ~15 minutes is spent by clinicians to understand the patient's history, complaints, diagnosis, and documentation for the future - no room for teach-back sadly. But clinicians also struggle to find out patient’s progress of understanding at home.
IMPACT
50%+
U.S. hospital systems served
650+
healthcare orgs served
85%
of the top 20 payers served
40% to 70%
Improved patient recall rate
~40min
Reduced doctor-patient communication overhead
25%
Reduced rate of re-admission (est.)
TRY OUR PROTOTYPE STEP BY STEP!
Teach
Repeat
Explain + Correct
Evaluate
Reinforce
Chunking Information
reduce information overload
Easing Patients into the Process
starting with smaller and more digestible info chunks
HOW DID I CATCH THE CURVEBALL OF ACQUISITION?
I prioritized grouping research to discover reusable educational units for a sea of use cases, which are only diversifying after scaling.
SCALING FRAMEWORK
Curious about design rationales in process?
Contact me for a detailed deck!
Including exploring stories about
What considerations we put into AI implementation on patient privacy and trust-building?
How did we reduce research costs by choosing a pilot use case - colonoscopy?
Why did we veto gamification as the final solution?