Transforming Collaborative Healthcare
Product Design @ CARETEAM TECHNOLOGIES
The OPPORTUNITY
The foundation of Careteam’s platform was a one-size-fits-all Action Plan. But what health care organizations needed were bespoke solutions custom to their use-case. Careteam was developing bespoke solutions that weren’t scalable. Patients felt overwhelmed and that their Action Plan wasn’t personal.
The Solution
Create a modular Action Plan system where the content and layout is configurable by organizations so providers can provide the best care possible and a personalized Action Plan. Patients are presented with exactly what they need and nothing they don’t.
THE ORIGINAL ACTION PLAN
Different Customers Need Different Experiences
1: Pediatric Diabetes
Who? One hospital’s clinical staff serving children and their families managing diabetes.
Focus? Monitoring data and sharing information before/after ongoing appointments.
2: Palliative Care
Who? Dozens of health care providers across organizations collaborating to serve patients.
Focus? Sharing key outputs and communication across the circle of care, with different focuses depending on role.
3: Eating DisorderS
Who? Organizing serving individuals either 1:1, in groups or self-serve depending on needs.
Focus? Sharing often-changing resources, setting up cohorts, and facilitating groups.
THE NEW, MODULAR ACTION PLANS
AN ACTION PLAN TO FIT EVERY USE CASE
1: Pediatric Diabetes
2. Palliative Care
3. Eating Disorders
EMPOWERING CUSTOMIZATION
I also designed and tested the Action Plan Creator, where organizations would be able to customize sections, layout and content. During testing, all of our key customer stakeholders were very excited; one said, “this is so much easier!” and another even said, “that’s so fun”.
NO MORE BESPOKE DEVELOPMENT
Instead of building bespoke features that only one customer organization could utilize, we could now build into our library of building blocks accessible to all customers. This meant building value across the platform and increasing our velocity.
ONBOARDING & SELLING BECAME EASIER
Dev not required: Instead of having lengthy co-design sessions with new customers, customers can onboard with Customer Success to create their custom Action Plans - way more scalable.
Easier product to sell: Prospects “get it” quicker, resulting in more frequent and faster sales. They see the value immediately. The first prospective call with our revamped Action Plans resulted in immediate interest and one of our quickest closes.
Less time spent onboarding: Customer success spent less time onboarding customers onto the new Action Plans, allowing them to scale more effectively.