designed at
TIMELINE
July 2022 - Present : ~ 1 year
TEAM
Directors, Strategists, Researchers, UX, UI designers, UX writers
ROLE
End to End Design Product design, Design Management, Service Strategy, Service Modelling Moderator- Workshops
CLIENT
Undisclosed
DISCLAIMER
Due to disclosure agreements with the Client, I am limited in the amount of work I can show.
Role
For over a year, in the capacity of Lead of Digital Experience, the team and I worked on creating the ecosystem for a digital first service that provided care for chronic care patients. Together we created 4 applications that ranged from B2C Mobile App, Health Coach facing WebApp, Doctor and Specialist WebApp.
While my focus was on architecting the 4 apps and their interoperability, my colleague and I spent a significant amount of time crafting the B2C customer application to promote a shift in locus of care to the patient and forge a new relationship with wellness.
I facilitated stakeholder workshops with eminent doctors in the country to understand the nuances of clinical and non-clinical treatment, which was instrumental in constructing a service delivery model.
The outcome of our work was a comprehensive design system, modular and scalable to support different countries. We also incorporated design elements such as transitions, micro animations, assets, and small games to enhance the user experience. Finally, we created business logic and sequence diagrams to facilitate API development.
a glimpse of the process
Throughout this project, we leveraged different design thinking processes and frameworks that formed the bedrock of the user experience narrative, architect the navigation, and anticipate user cases. Once the foundation was set, we employed iterative and agile frameworks to refine our designs.
Our studio director introduced us to the 'Cynefin framework', which proved to be invaluable in solving problems across the spectrum of patient mindsets, behaviours, scenarios, and physical infrastructures. Our collaborative white boarding sessions along with mixed media co creation helped us unravel some interesting insights that informed crucial design decisions.
Global stakeholder research informed our understanding of user preferences and priorities. I found balance by applying 'framework design principles' to create mental models that guided the development of the applications.
In a crowded app landscape, my personal philosophy was to return to 'first principles thinking' to identify areas of innovation for the most basic and essential requirement: ' How may we provide long-term care for those who want to feel better everyday?'
Launching across United States, Canada and India by EOY