Built to connect — Redesigning care coordination for Singapore's healthcare ecosystem
ROLE
Experience design, content design, strategy, user research
YEAR
2022
TEAM
Myself as lead designer, PO, BA
Enable care plan management for patients in a defined geography through shared care and collaboration across teams.
This project started as a cross-partner initiative, where we leveraged design thinking to identify pain points, crowdsource ideas and requirements from 3 partners (NTUC, Montfort & THK)
THE PROBLEM
The local population (starting with seniors) lacks sufficient social/health support in the community because of care and system fragmentation.
USERS
End users will be the care teams supporting the patients
❌ Having to rely on inaccurate information from patients about their medications and history
❌ Would like to get updates about their patient’s status (e.g. patients being admitted)
❌ Feel they spend too much time reaching out to stakeholders involved with patients to piece together care plans & relevant data.
❌ Care teams need to switch between systems & often end up duplicating services (e.g. home visits on the same day).
The indirect customers are elderly patients.
❌ Elderly patients have a hard time sharing accurate information to their care teams.
❌ Patients find repetitive, when information relayed multiple times
❌ They often have issues cooperating with the completion of their care plan and express they want to be more involved in their care plan creation process.
PROBLEM STATEMENT
How might we facilitate sharing of patient’s data between care providers so that we can reduce the burden of our patients and collaborate more among care providers?
05
Workshops
We held 5 Design thinking sessions, including focus partner sessions and core discussions to scope and define future state requirements.
~ 30
Insights
We gathered over 30 user
insights and pain points with
input from all partners and
roles. These were used to brainstorm ideas for the solution.
60
Ideas
Over 60 innovative ideas, wishlist features and future
opportunities were identified for OCP. These were shortlisted and prioritised.
REQUIREMENTS
1
A standardised set of assessments to ensure that data collected is aligned across care teams
Align on a common Medical / Social / Functional / Activation (MSFA) framework to allow Care Team members to gather standardised info about the patient.
2
A standardised set of assessments to ensure that data collected is aligned across care teams
Align on a common Care Plan with the ability to create, update or keep track of new interventions and health goals while ensuring tiered access management.
3
A seamless and easy way of care team collaboration to ensure proper integrated care
Enable the care team to self manage: Tag interventions to team members, assign newly enrolled patients and view existing patient’s list of appointments.
4
Continuous monitoring & tracking to evaluate patient’s improvement through set care plan
Allow care team members to view the patient’s care history/journey, summary of current care plan, assessments & planned interventions.
PROCESS
We created hi-fi wires and tested them
● 22 Providers
● 8 Roles
● 1:1 interviews
● Zoom
● 1 Month
● Stakeholders (SGH, MOHT)
Then we synthesized & prioritised
● Recommendations
● MoSCoW prioritisation
● Biz/user prioritisation
Next, we mapped out the key workflows
Finally, we started on the hi-fi designs
Design system
