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EmpowerU

EmpowerU is a personalized mobile application that provides patients and their caregivers with patient education and care support to improve patient empowerment.

Scope

Problem Framing
Product Strategy
User Experience Design
Learning Content Design

Timeline

Feb. 2022 - Apr. 2022

My Role

Product Design
Instructional Design
Design Strategy
Research

MOTIVATION

This project was inspired by my experience of taking care of my grandparents in the hospital for several months in 2020. That firsthand experience made me realize that there exist many challenges faced by both patients and their caregivers during both hospitalization and home-based aftercare.

 

On the one hand, physicians and nurses are often too busy to give each patient and their caregivers enough attention and explanations. On the other hand, many patients and caregivers often feel anxious and even scared when dealing with diseases. As a result, patients do not have good care experience, which may reduce clinical effectiveness. In this case, I hope to improve patients' and caregivers' care experience through user-centered design.

WHAT'S THE PROBLEM?

Most Americans do not have positive healthcare experiences. The current provider-centric model of patient care fails to fulfill effective and satisfactory care experience due to structural limitations. Shortage of staffing, high cost, and uneven access to healthcare become the barriers of patient-centered care.

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76% Americans

have not had a recent positive healthcare experience 

139,000

Physicians

Shortage by 2033

60%

Burnout rates

for physicians by the fourth quarter of 2021 

$12,914

Each Year

healthcare cost per person

* Data Sources: Forbs, Association of American Medical Colleges, Centers for Medicare & Medicaid Services

WHY IS IT IMPORTANT?

Research shows that better patient care experience are associated with the following aspects:

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Better
Patient Safety

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Improved

Clinical Outcomes

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Health Service Efficiency

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Improved Health-related

Business Metrics

WHY A NEW SOLUTION IS NEEDED?

Though different healthcare players initiated practices to enhance patient-centered care, they have not achieved good results --patients' participation and engagement rates are low.

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Healthcare Organization

initiated new strategies

Systematic Problems

-Execution obstacles from traditional organizational culture

-Lack of institutional support for clinicians

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Disease-specific Programs

provided rehabilitation programs

Systematic Problems

-Patients lack information

-Programs have long time duration (several months)

-Onsite service is not convenient

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Information Technology Tools

managed data and information

Systematic Problems

-Dispersive and lack personalization

-Some physicians are not accustomed to using portals to communicate with patients

WHY WORKING DIRECTLY WITH PATIENTS?

In the US healthcare system, there are three main stakeholders -- patients, providers, and payers. From economic perspective, providers' incentives come from compensations other than patience experience. Payers make payment to providers directly. There exists insufficient patient empowerment, which includes patient education (knowledge) and care. In this case, it is feasible to empower patients to engage in their treatment process and improve care experience and quality.

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Patients

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Providers

Payers

Two physician compensation methods

  • Pay for service: May lead to overuse of medical care

  • Pay for performance: May lead to underuse of medical care

Creating a new solution for patient empowerment

PROJECT OVERVIEW

EmpowerU is a mobile application that provides patients and caregivers with personalized patient education and care support, which enables them to actively engage in treatment to improve life qualities during both hospitalization and home-based aftercare.

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Patient Education

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Care Support

THE SOLUTION

Personalized Mobile Application

To combat the challenges, a mobile application is designed to provide patients and caregivers with knowledge and support on disease, care strategies, nutrition, and mental health at one place. In addition, the design applies the health belief model to support behavior changes. Furthermore, it generates personalized content to meet patients' various needs by collecting data from personal information, assessment, and doctors' recommendations.

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​COMPETITIVE LANDSCAPE

Traditional Electronic Health Record Providers

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Currently, most patient engagement products are created by the Electronic Health Record Companies. These companies' main business model is to provide health providers with digital tools.  Though the products' target audience are patients, they are mainly designed to support care providers with administrative features. Patients are able to make appointments, check in, visit virtually, access to health data, and make payment here. However, empowering patients to improve their quality of life are far more than the above.

Healthcare Startups

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musculoskeletal (MSK) care

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home-based care

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mental health care

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musculoskeletal (MSK) care

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women and family care

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hormonal health

Many healthcare startups are working to deliver more personalized and integrated care solutions. However, these efforts are often narrowly focused and integrated into provider services, leaving significant gaps in addressing various health conditions. Comprehensive knowledge and support for patients remains a secondary consideration. Over a lifetime, individuals face numerous health challenges—both large and small—so how can we provide a more complete, one-stop system that offers continuous support and comprehensive care for all stages of life?

INITIAL RESEARCH

What is patient empowerment?

Patient empowerment refers to helping patients gain knowledge and acquire self-management skills, enabling them to actively engage in treatment to improve life qualities. It is an approach to guide patient education with a focus on patients, whereby patient-centered care is a necessary component.

Which aspects does empowerment include?

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Which patient-centered care principles should we apply?

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USER RESEARCH

Observe patients', caregivers', doctors', and nurses' behaviors, interactions, and environments in the hospital and at patients' home; Interviews patients and caregivers' challenges and pain points in terms of patient empowerment.

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Field Research and Contextual Inquiry

KEY FINDINGS

01/

Limited awareness of health information and care strategies

02/

Diverse and personalized care needs

03/

Stress and anxiety regarding health

04/

Crucial role of caregiver support

05/

Challenges in making behavior change

Some patients lack awareness of their health information needs, are unsure of what’s most beneficial, and don’t know where to find reliable resources

A need for targeted education and guidance

Patients have unique and varied care requirements

Demand a flexible, individualized approach

The emotional burden of managing health can lead to significant stress and anxiety

Pay attention to patients' mental health which impacts their well-being

Children, old people, and patients with sever illness usually reply on caregivers for essential support in their health journey

Make caregiver involvement a vital aspect of effective care delivery

Knowing what should do is not difficult, however, make behavior change is hard

Require sustained support and encouragement

USER INSIGHTS

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Need information and skills

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Healthcare and self-management information and knowledge

  • Disease-related knowledge

  • Treatment and care approaches

  • Self-management skills

  • Track body conditions for future reexamine

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Need motivation and agency

Motivations to learn knowledge and manage themselves

  • Control of illness

  • Psychological coping

  • Positive understanding and framing

  • Social participation

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Need continued support over time

Providing support for behavior change, mental health maintenance, and rehabilitation throughout the care journey. This support includes:

  • Healthcare professionals’ instructions, feedback, and interactions on how to take action

  • Family involvement: encouragement, supervision, and practical assistance

  • Peer and friends’ sharing and encouragement

Need caregivers as partners

  • Treat the patient as an individual

  • Understand the patient’s situations and needs

  • Know how to take care of this person

CHALLENGE

1. What specific knowledge and care strategies should we provide?

2. How to support patients in making behavior changes for long-term care?

3. How to shift from a disease-focused model to a patient-centered approach that meets diverse needs?

STRATEGY AND CONCEPT

1. Targeted learning content and care strategies

(1). Mapping essential knowledge

I systematically identified and mapped all necessary knowledge areas by conducting user research and reviewing existing literature to ensure comprehensive coverage.

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(2). Developing a unified care strategy framework

Recognizing that care strategies vary across diseases, I analyzed care strategies for common conditions and structured them within a cohesive framework. The process included:

  • Step 1: Gather existing care strategy frameworks from research literature

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  • Step 2: Code and integrate these frameworks into a standardized, adaptable model

2. Support patients to make behavior changes

(1). Understand behavior influences

To effectively support behavior change, it’s essential to identify the factors that shape an individual’s actions. According to the Health Belief Model, facilitating understanding of perceived risks and benefits, addressing perceived barriers, and providing cues for action can drive meaningful behavioral shifts.

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Health Belief Model

*Data: Becke, M.H. 1974. The health belief model and personal behavior. Health Education Monographs 2: 324-508

(2). Targeting Areas for Sustained Behavior Change and Barrier Mitigation:

Areas like eating habits and physical activity are critical for patients requiring behavior change, as these often involve replacing long-standing routines with healthier alternatives. Using eating habits as an example, it’s not only important to help patients grasp the associated risks and benefits, but also to identify and address specific barriers that may hinder progress. Below are key barriers and strategies for overcoming them.

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3. Transform a disease - centered model to a patient-centered model using AI-driven personalization

The diverse and complex needs of patients, coupled with the unique circumstances of their daily lives, underscore the importance of a personalized care approach. This approach is designed to provide both patients and caregivers with relevant, timely information across multiple dimensions of care, promoting better outcomes and adherence.

Key components of this personalized care model include:
 

  • Multidimensional Support: By addressing various aspects of the care journey, we ensure that each patient receives support tailored to their specific health challenges and lifestyle, resulting in a more holistic care experience.

 

  • Data-Driven Personalization (See below): Personalized content is generated from a range of trusted sources, including medical input from doctors, personalized care survey responses, lab and test results, and patient-driven exploration. This integration of data sources ensures the information is accurate, individualized, and adaptable.

 

  • Enhanced Patient and Caregiver Engagement: By providing clear, actionable information tailored to each patient's needs and care context, the design fosters greater engagement and empowers patients and caregivers to make informed decisions.

*Example of data-driven personalization factors

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​INFORMATION ARCHITECTURE

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USER FLOW

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DESIGN SOLUTION

HOME PAGE

To offer comprehensive support throughout the patient journey, the homepage is designed to provide easy access to essential resources based on each patient’s knowledge needs and care strategies. Patients can navigate directly to key sections like My Health Information and Health Centers. Additionally, quick-access options for Community, Search, and My Profile/Caregiver Support are available at the bottom of the screen, ensuring continuous support and connectivity.

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KNOWLEDGE

MY HEALTH AND KNOWLEDGE CENTER

My Health and Assessment: This feature connects to the patient’s electronic health record and lab results, offering real-time insights. Patients can complete an assessment survey to tailor content to their specific needs, enhancing self-awareness and empowerment.

Knowledge Center: Offers detailed information on conditions, including causes, symptoms, impacts, and care tips, empowering patients to manage their health and make informed decisions.

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CARE STRTEGIES

CARE CENTER

The Care Center empowers patients to manage key aspects of their healthcare, including medication, skill-building, and symptom and complication management.

  • Medication Plan: Patients receive detailed guidance on medication use, including reminders, therapeutic effects, and safety tips to avoid drug interactions.

  • Care Skills: Personalized skill training, such as rehab exercises and sleep management, supports overall well-being.

  • Care Management: Patients track symptoms with indicators for when to seek help, plus resources for managing complications and ensuring timely intervention.

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NUTRITION SUPPORT

NUTRITION CENTER

As different types of patients require tailored regimens, guidance will be personalized according to each patient’s health condition. Using principles from the Health Belief Model, educational videos and articles are provided to help patients understand the perceived risks and benefits of healthy eating. Topics include the health benefits of nutritious foods, the effects of high-fat foods on the body, how to read nutrition labels, and tips for selecting healthy options.

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MENTAL SUPPORT

MENATL HEALTH

Providing patients with coping tools and preparatory information is essential for mental health support. Patients are reassured that stress is normal and manageable, with access to practical tips and techniques. They are encouraged to seek further support from external resources and mental health professionals and can connect with others through the community feature for shared support and understanding.

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PEERS' AND PROFESSIONALS' SUPPORT

COMMUNITY & SEARCH

Community: A space for patients to ask questions, share experiences, and connect with others on similar journeys, fostering peer support and connection.

Search: A tool for finding information and resources. Future updates will add a chatbot for instant answers.

User Profile: A personal hub for managing information and settings, ensuring a tailored experience.

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CAREGIVER'S SUPPORT

Caregiver support is essential for many patients. This feature provides caregivers with insights into the patient’s routines, preferences, personality, medical history, and specific needs. Time-based task assignments help caregivers manage responsibilities efficiently, ensuring consistent and empathetic care.

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FURTHER THOUGHTS

In completing this project, I received valuable questions from mentors and peers that sparked further reflection:

1. Is a content-based application meaningful with AI tools like ChatGPT?
While AI tools like ChatGPT can assist patients and caregivers in finding relevant information—especially for those who have specific questions—many users may not be aware of their need for information or the type of support that would benefit them. This application addresses these gaps by offering a comprehensive framework, multimodal content, and a seamless experience that guides users throughout their journey. AI/ChatGPT enhances personalization by delivering tailored information via a chatbot, enriching the overall patient experience. Additionally, dedicated knowledge and strategy frameworks, along with newly developed content, establish a fine-tuned model and an independent database to support diverse user needs.

2. Where does the information and content originate, and who manages it?
Managing a large volume of information requires diverse sources and oversight. Content could be sourced from three key areas: (1) AI tools that pull from authoritative resources, (2) a content team focused on creating knowledge around skills and strategies, and (3) contributions from healthcare professionals. Most critically, a review team is essential to ensure all content is accurate, authoritative, and up-to-date.

3. Who will fund the application, and what business model is viable?
Partnering with health insurance companies could cover costs for patients, as insurers have a vested interest in reducing healthcare expenses through improved outcomes. By aligning the application’s goals with cost-saving incentives for insurers, the burden on patients can be minimized.


4. Key Takeaways and Challenges

Designing for healthcare and education presents unique challenges. Implementation complexities and patient learning habits mean that high-quality design alone isn’t enough; effective content creation and careful content management are crucial. Personalizing user experiences requires integration with electronic health records (EHRs) and lab data, which entails building partnerships to access and utilize patient data responsibly. Compliance with healthcare regulations, such as HIPAA, is essential to ensure that patient information remains secure and confidential throughout the process. Additionally, patient engagement presents its own challenges, as learning is not intuitive for everyone. To foster positive, impactful feedback, the application must offer diverse learning modalities and valuable content that meet users where they are in their healthcare journey.

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