Improving the User Experience for Congestive Heart Failure Patients and their Families

Case Study

How might we design a holistic patient-centered toolkit to support adherence and recovery for newly diagnosed patients with congestive heart failure?

Millions of patients are diagnosed with chronic illnesses every year. Often, those patients are sent home without sufficient education, practical tools and meaningful support to manage their conditions. The healthcare system and patients are then burdened by significant preventable readmissions and hospitalizations. With a desire to tackle this challenge, our client asked MO Studio to identify and understand the challenges patients face when newly diagnosed with congestive heart failure (CHF). 

The team investigated the key user needs, realities of usage, and context in the patient’s home and life—interviewing patients, caregivers, healthcare providers, and health plan executives. With input from these stakeholders, the team developed a CHF patient journey map and persona guide, based on level of dependency and engagement. The different patient behaviors inspired a series of design principles that captured the different context, attitudes, and needs of CHF patients and served to guide the development of solutions.

The project culminated with several concept strategies to address pain points, opportunity areas and specific moments that matter in the patient journey roadmap. Each solution was carefully defined and detailed and included a preliminary framework for the business models.