Say Hi to Ben
I joined the WorkUp team as a UX designer to assist in developing the patient application.
Challenge
Finding the right solution entailed balancing the competing priorities of a wide range of stakeholders:
- Patients and Caregivers
- Clinicians (Doctors, Nurses, Pharmacists and Office Practice Managers)
- WorkUp Administrations (Phone, Text and Email)
- WorkUp Developers (Economics and Efficiency)
Problem
How can we help patients initiate and adhere to complex oral chemotherapy regimens with confidence and consistency?
I focused on two tactics:
- A Concierge that could anticipate and reflect a patients status
- A Messaging Center designed to facilitate efficient communication between patients, WorkUp administrators and clinicians.
Concierge
There are two primary objectives of the patient app:
- Assist patients with initiation and adherence
- Collect key data for clinicians
The Concierge was a means to fulfill both objectives.
The tricky thing was that WorkUp administrators were connecting with patients across channels, including phone, text and email.
In order for the Concierge to be effective, we had to deliver messages that reflected and anticipated the patients status accurately.
Working closely with the developers I developed a series of user flows that would determine messaging and content.
Messaging Center
The design of the messaging center was a balancing act between the needs of the patients and the WorkUp administrators.
Patients need a clear intuitive interface to raise issues and monitor their correspondence.
WorkUp administrators needed to route incoming messages efficiently to provide quick responses and elevate issues as needed.
We also wanted to provide an easy way to request prescription refills and report symptoms by anticipating and prefilling the content.
© Ben Olson 2019. Made in Brooklyn NY