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Integrated Healthcare System​

Transforming the service experience for patients living with ALS​

The average life expectancy for patients with ALS is 1-3 years after diagnosis. This patient population requires the delivery of expedient services to manage the rapid progression of the disease and maintain quality of life. Our team worked with a large government agency to conduct in-depth research to improve access to care and benefits for these patients with such time-sensitive needs.​

Using a human-centered design approach, we developed a comprehensive service blueprint highlighting key pain points and bright spots, and actionable digital concepts aimed at delivering better coordinated access to care and improved outcomes.

The average life expectancy for patients with ALS is 1-3 years after diagnosis. This patient population requires the delivery of expedient services to manage the rapid progression of the disease and maintain quality of life. Our team worked with a large government agency to conduct in-depth research to improve access to care and benefits for these patients with such time-sensitive needs.​

Using a human-centered design approach, we developed a comprehensive service blueprint highlighting key pain points and bright spots, and actionable digital concepts aimed at delivering better coordinated access to care and improved outcomes.

In-depth Research​

Conducted ethnographic and market research with 85 individuals including patients, caregivers, clinicians, and staff to baseline the current state experience​

Persona Creation​

Created patient and caregiver personas integrating behavioral and segmentation data to center user goals and pain points when designing concepts​

Concept Development​

Developed concepts using six guiding design principles aligned with user needs and internal organizational considerations​

Stakeholder Collaboration​

Engaged key stakeholders in sprint demos and workshops to contribute to work in progress and prioritize design solutions​

Impact

Introduced Best-in-Class Research Methods​

Exploratory research methods (e.g., remote diary study, field research, and market scan for innovations) enabled team to collect and distill rich user stories into actionable insights ​

Detailed Service Blueprint​

Enabled client to understand the full scope of the experience in a multi-layered service blueprint showing different models of care and backstage functions​

Enhanced Digital Concepts

Filled the innovation pipeline with 5 high-value concepts that address key pain points and streamline patients’ experience​

GenAI Prototype​

Developed a GenAI prototype for patients to quickly access benefits and eligibility information​

© 2024 Mark Lotter

© 2024 Mark Lotter

© 2024 Mark Lotter