3M Connected Experience

Designing a multi-touchpoint experience

3M makes a myriad of products, one of which is the Scotchcast™ Casting Tape used to protect broken bones while they heal. This project was about creating a design to connect a single 3M product to the existing ecosystem that 3M offers and, when used, draws the customer into the multi-touchpoint ecosystem.

The User:

The users in mind for this project were patients visiting care facilities needing care for a broken bone. Our team specifically target elderly limb fracture patients. The product was designed for this demographic first, but with plans to extend to a wider age range of users and fracture scenarios.

Challenge

3M approached us about creating a system of touchpoints related to the Scotchcast™ which would engage their users meaningfully while also meeting their organization’s goals. Our solution needed to consider the possibilities in a complex problem space in order to provide an experience capable of accomplishing as many user and client goals as possible.

Solution

Our solution was to design ConnectedCare Cast and ecosystem, which featured a series of touchpoints where, through ongoing communication from the medical team, the patient would be educated about the recovery process, causing them to feel valued and empowered.

Role and Tasks:

Among our team of three user experience designers, the work was divided up evenly throughout the project. We each selected a facet of the space to research through the comparative audit, brainstormed together to create our strategy statement, and jointly presented our proposal to the client. My role within the team was to research Health Insurance companies for the comparative audit, draw touchpoint storyboards, and to compile the information into a presentation report. I also designed a mobile prototype to demonstrate one of the central touchpoints, and created an evaluation metric report for the client to use to gauge the success of the product.

Next Steps:

The next steps for this project are to design the medical team facing software (ConnectedCare Medical) which the patient’s data and communication would be stored in. These two pieces of software are imperative to the development of the multi-touchpoint experience we’ve created. Even further down the pipeline is the development of the ConnectedCare Healing Meals Nutrition App so patients can continue to be empowered to eat well during their recovery as they remain in contact with a nutritionist through the app.

Project Takeaways:

This particular project was challenging while working with the complex world of health insurance. And yet strategizing about a connected ecosystem was intriguing and fascinating. The bigger picture strategy required me to step back from an app design or a specific product to view the whole of what the company offered and what already exists within the space.

Client Kickoff Meeting

When the client presented the problem to us, we were given an existing bone-fracture-patient journey map from the point of diagnosis to the removal of the cast. Additionally, the team was given a healthcare ecosystem map to help further explain what interactions take place between the patient, the hospital, and the insurance company. We began our research with this information.

Client Kickoff Meeting

When the client presented the problem to us, we were given an existing bone-fracture-patient journey map from the point of diagnosis to the removal of the cast. Additionally, the team was given a healthcare ecosystem map to help further explain what interactions take place between the patient, the hospital, and the insurance company. We began our research with this information.

Comparative Audit

The team began to engaged the problem by dividing up the research, then meeting up again awhile later to discuss the findings. This research was guided by brainstorming about what we knew, didn’t know, and were assuming about the existing patient journey and the healthcare ecosystem.

From our research we found existing smart casts and sensors which gathered the patient’s vitals and shared them with an approved application or doctor. We also discovered numerous pain points for users while wearing a cast during their recovery. With this information, and more, the team began thinking about how to streamline the user experience.

Developing A New Vision

We wanted to develop a user experience that would help each patient feel valued by their doctor and empowered by receiving information relevant to their recovery and health. In order to guide our design the team developed the following specific and articulate strategy statement:

All user experience touch points for 3M ConnectedCare will help elderly bone fracture limb patients to feel valued and empowered so they are able to recover thoroughly without complications. We will do this by focusing on communication and education.

Designing A Connected Experience

In order to ensure that patients would feel valued and empowered, our team focused on the back and forth communication between the patient and the medical staff. We designed a sleeve with an embedded sensor to read the patients vitals and to keep track of the cast's moisture level. This information is mediated by an app on the user’s phone. Additionally, each day the patient is asked to offer feedback about how they are feeling during their recovery and the medical team is able to respond as needed.

Our team worked to develop interactivity between the patient, medical staff, and the patient’s family/caregiver. We designed each touchpoint with the patient in mind.

Presenting The New Strategy

Following our connected experience design, the team put together a presentation for the client demonstrating the ConnectedCare Cast’s functionality and value. We demonstrated scenarios which explained how the cast, in its ecosystem, would help the patient. We discussed products and software yet to be designed which would expand the ConnectedCare product family and reach.

View Report

Prototype Design

In order to take the concept to the next step, I build a prototype of the ConnectedCare Mobile app, which would be installed on the patient’s cellphone. I made this design to help the client envision how the app and cast combination, with a direct connection to the medical team, might offer a meaningful solution for the patient.

View Prototype

Evaluation Metric Report

The final step of our engagement on this project was to develop a report for the client to help them evaluate the success of the design through a variety of metrics. In this report each metric is informed by a goal, and each goal is grounded in the guiding strategy statement that our team wrote earlier. Through this report, the client is able to see what the intended success of the design is in both the short term (0–6 months) and the long term (6 months–4 years). The report includes additional products to be launched into the ConnectedCare product line or software suite.

Evaluation Metric Report

The final step of our engagement on this project was to develop a report for the client to help them evaluate the success of the design through a variety of metrics. In this report each metric is informed by a goal, and each goal is grounded in the guiding strategy statement that our team wrote earlier. Through this report, the client is able to see what the intended success of the design is in both the short term (0–6 months) and the long term (6 months–4 years). The report includes additional products to be launched into the ConnectedCare product line or software suite.

Methods

Deep Dive/Comparative Audit • Strategy Statement • Connected Experience Map • Storyboards • Strategy Presentation • Prototype • Evaluation Metric Report

Tools

Pages • Sticky Notes • Whiteboard • iPad/Apple Pencil • Procreate • Keynote • Axure • Adobe Illustrator