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Intro

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Mindstrong’s technology measures cognitive and emotional/brain function using patterns generated from your touchscreen interactions such as type, swipe, taps on your smart phones. These measurements that are called “biomarkers”, will be used as an endpoint for clinical trial (e.g. in the early detection of depression).

 Mindstrong partnered with several affiliations/clinics to offer 24/7 access to mental health support. Through Care by Mindstrong’s provider-facing web app; the area that I contributed the most; clinicians/providers will be alerted if there are any abnormal changes in the biomarkers/measurements. This will enable them to contact, assess, and intervene early through Telehealth to avoid unexpected crisis, hospitalization, and ER admission.

 

Challenge

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One of the main routine care managers tasks within care is messaging with patients and giving them care therapy/clinical consultation. The way the messaging in both Care and Health is structured has created non-efficient experience for both parties. The usability problems of messaging makes it even more challenging/difficult for care users to achieve their goal of therapy with patients as the significant amount of time has been wasted during a lot of back and forth messaging.

How might we?????

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Goals of Redesign:
- Move from ad-hoc, interruptive, inbound messages to scheduled proactive sessions
- Improve quality of interactions, reduce quantity (achieve 80% outbound and 20% inbound messages)
- Increase panels size by improving predictability of messaging interactions

 

Research

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User interview/Understanding Users needs

To start with, I decided to identify all the Mindstrong various roles; people who deliver care to patients on a daily basis and discover their workflow, tasks, and interactions. I partnered with another designer to create a high level user journey for each role. I noticed the main target group I need to focus, are care managers( internal clinicians) who use the Care web app the most on a routine.

The goal of interview

  • Understand the different context/types of messaging/communications care managers have with patients)

  • Investigate the usability problems of the existing messaging in Care

  • Identify the usefulness of the current Mindstrong AI to initiate the conversation with patients

  • Explore the efficiency of amount of time both parties spend to reply a message. Explore the efficiency of the time spent to reply by both parties