LifeJourney App
How might we integrate other channels into the current experience?
Clientele Case Study
Our Approach
To understand the current experience of the users with the healthcare system, find the pivotal points through co-design workshops with users followed by enhancing and integrating the in-person clinic visit to the current experience.
The Telus Health Journey App provides virtual healthcare solutions through personalized support to millions of canadians. However, for the canadians who prefer virtual or in-person healthcare professional visits, Telus would like to integrate the in-person component and have the overarching questions like:
-
How do we ensure continuity of care as members jump from channel to channel?
-
What is the backstage tech and operational enablements required to provide that omnichannel experience?
Keywords
Service Design. Co-design. Facilitation Workshops. Service Blueprint. Pivotal moments. Prototyping. Competitor research.
Video storytelling. Storyboarding
Team
5 Team members
Timeline
Jan'22 - April'22
Tools
Miro & Figma
Platform
Mobile App
Creating a seamless omnichannel Healthcare experience
What is Telus LifeJourney?
Employee Assistance Program (EAP) for health and wellness for employees and students​
Care advocate assistance throughout the initial assessments to continuity of care
One single access with dedicated
individual focus
Includes primary care, mental health counseling, specialized digital therapy, financial and legal assistance, nutritional counseling
Our Service Design approach
Participatory Design
workshop
Stakeholder
maps
Service Blueprint
​
Pivotal
moments
Enablers
Blockers
Storyboarding
Prototyping
Storytelling
Service Integration considerations
Co-Design / Participatory Workshop
Goal
To understand how users feel about reaching out to a doctor through different channels like
-
in-person
-
Phone call
-
Chat
-
Video
Research Questions
-
What are the current pain points when they visit a doctor?
-
At what stage do the channels chosen make sense?
-
How to ensure consistency and continuity of care? What are the preferences for a follow-up?
Participatory Design
workshop conducted with 12 University students who have some experience with a health care service.
Service Blueprint
Pivotal Moments
Outcome
Figuring out who and how to access care
“First you schedule a call with a doctor, but then at the phone call, the doctor tells you they should see you in person to discuss this - it feels like a waste of time.”
- Workshop Quote
Information Recall
“When I’m at the appointment, I really hope the doctor already has my history and knows what’s going on, because I will either remember nothing or will be annoyed saying it again.”
- Workshop Quote
Following up
“I have all these different documents I need to send to other people, but I don’t know if the app is where I would be sending it from.”
- Workshop Quote
Major Revelations
What we LEARNT
-
Nothing 'new' or 'innovative'
-
To be felt that they are being listened to
-
To use channels they’re comfortable with, and best suited for each task.
“When I’m sick in bed the last thing I want is ‘new’ and ‘innovative’.” -User Quote
What we ASSUMED
-
Identify different personas for different channels
​
-
Find opportunities for major innovation
Reframing of the problem statement
As users become empowered to jump from channel to channel, what does TELUS need to implement to ensure Comfort & Consistency?
Our Solution
TELUS LifeJourney App Video
Solution Development
Service Integration
Service Integration
Determining the Enablers are as important as determining the Blockers to service to help enhance the user experience.
​
Existing Innovations and Analogues help determine the missing links in the service; hence not re-inventing the wheel.
Service Provider Considerations
Seamless In-person appointments scheduling process across channels
Onboarding sessions for in-person scheduling for a seamless experience
Encrypted data privacy of patient's medical records
Mitigating Organizational Risks
Compliance with FIPPA, Encrypted documents & obtain consent
Legal Implications
Extensive Care Advocate Training & minimizing potential risks overtime caused due to human error
Working Streams
Streamlined & Standardized onboarding process
Clinic Onboarding
Success Metrics
Channel preferences & Recurring rate of usage
Customer Satisfaction
Adoption rate &
User retention
Time Spent on tasks &
Patient information recall