Bariatric Pre-Surgery App & Website

How might we best support patients who are traveling for bariatric surgery at the Mayo Clinic and cannot stay for the 12 week behavior change and educational classes?

WORK AT
Mayo Clinic - Center for Innovation

TIMELINE
12 months

ROLE
Lead Service Designer / Design researcher
UX/UI Designer
Product Owner

 

 

ACTIVITIES
Patient / Stakeholder Interviews
Patient / Care team observations
Wireframing
Requirements gathering
Journey mapping
Synthesis presentation
Secondary research / literature review

OUTCOME
The app was in a Clinical Trial with 30 patients. The app became available on iTunes and the team went on to create a post-bariatric app. Education material was standardized across the Mayo Clinic enterprise.


I was the service designer on a three person team of a project manager and clinical coordinator. We provided funding and support to people within Mayo who had innovative ideas. A bariatric endocrinologist and the bariatric nurse coordinator came to us with the idea for an app around behavior change and education to keep patients engaged who are traveling to Mayo Clinic for their surgery.

We met with key stakeholders at all three Mayo Clinic locations (MN, FL, AZ) and observed patients at each site through all stages of appointments. I facilitated workshops with teams to identify workflow and understand what they would like to observe about their patients if they could be a fly on a wall throughout a patient's day.  

  Bariatric patient appointment flow over the course of 12 weeks

Bariatric patient appointment flow over the course of 12 weeks

Based on interviews, observations, workshops, extensive literature and benchmarking researching, I presented the team with options for non-app service experiments and app based recommendations.

  Snapshot of 50 different experiment ideas

Snapshot of 50 different experiment ideas

  Narrative user story and features

Narrative user story and features

Based on insights, I wrote a story of how a bariatric patient and their provider would use this tool. This narrative turned into the document the development team used as their requirements document. I created wireframes and a clickable prototype. I worked closely with the developers to provide feedback and test for bugs. 

I created training material for the provider dashboard and recruitment materials to enroll patients into Clinical Trial. I conducted exit interviews with patients who had completed the trial use of the app prior to receiving their surgery. 

  Prototype app used in 30 patient pilot

Prototype app used in 30 patient pilot

  Provider dashboard view of patients

Provider dashboard view of patients

Key pilot learnings

After 8 weeks, I conducted exit interviews with patients who participated in the app pilot. Based on the interviews and exit surveys, there were three main insights I presented back to the bariatric team to adjust as they continued on with the app development. 

"I've just been responding to the questions so I don't feel like I'm working with my team. I haven't received any feedback from what I've sent. Is anyone looking at the responses I send?" - Patient

  1. Is anyone out there? Patients wanted there to be more acknowledgement that their care team viewed their information, especially during a follow up appointment. 
  2. What's under the hood? Patients didn't realize the alerts were customized based on what the provider put in, patient's needed control over settings to realize the full extent of intention behind the app.
  3. Where's the challenge? Some patients felt the information was too basic. There needed to be a way to separate those who needed basic knowledge versus those who needed more scientific understanding of nutrition.