Homecare Web App
Personalized homecare at scale.
Project Overview
Challenge
MaxLiving is a chiropractic franchise companies with over 150 clinics across the US. MaxLiving developed its own line of equipment that would allow patients to make progress toward optimal spinal alignment at home.
The process to prescribe exercises to patients included the doctor writing down the exercises, passing the note to the office manager, and printing individual links to the exercise videos online. This process greatly slows down the flow in clinics and was an obstacle for adoption of spinal correction program and related product sales across the network.
• Time-consuming process to deliver
• Homecare integration decreased patient volume and clinic revenue
• Loss of revenue potential for corporate
Solution
A light interface built for speed.
MaxLiving chiropractors see around 500 patients weekly, so the solution needed to be fast, easy to navigate, and work across various screen sizes, including TVs used as monitors. To enhance speed and legibility, the design uses large columns for better readability, high-contrast text for clarity, and large buttons to ensure quick, accurate interactions and minimize mis-clicks, even from a distance.
Primary Research
I visited our Celebration franchise location for several adjustment visits, walked through the process with lead doctor and his team, and observed the homecare prescription delivery process with a few patients. Photos were taken of the office’s adjustment bay and adjustment bay photos were compiled from other franchise locations to compare similarities and differences.
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Stakeholder Interview Insights
Executive board members were asked how they feel about the current process and their needs. Insights included:
Most doctors understand the benefits of homecare for patients but don’t want to sacrifice speed during operations
Doctors believe that if patients can do spinal correction exercises at home they will book less visits
Based on our data, clinics that implement homecare have higher patient retention and higher supplement sales
High-margin spinal correction products could boost company revenue if more clinics adopted homecare.
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Field Survey Insights
Doctors and staff of offices were surveyed about the current process and their needs. Insights included
Doctors and patients enjoy the speed of MaxLiving clinic adjustments
Doctors must know the specific exercise name to prescribe
Doctors want to prescribe exercises based on category
Adjustment bay features a tv screen used as a computer monitor and screen sizes may vary by office
User Personas
Wireframing
User Interface
Improving delivery and accessibility
Rethinking physical experience details for better care delivery
Getting patients to come to the chiropractor consistently for their well being is one challenge – getting them to also do exercises at home is another.
Before, doctors would hurriedly jot down the exercise names and provide a link to the homecare video library. This process was slow for doctors, not enjoyable for patients and didn’t match the other high-touch experiences.
We redesigned this process with a custom downloadable pdf to reduce friction in providing personalized exercises for patients and make the process almost as simple as following an at-home fitness app workout plan. This PDF is available both digitally and in print to accommodate the preferences of younger and older users.
Each exercise card features a QR code linking directly to the exercise video and the prescribed duration, reps, and times per day for the exercise.
Reflection
Frameworks are Fluid
In this project, the tight deadline pushed me to adapt the typical design thinking framework, which became a valuable learning experience. It highlighted that frameworks aren’t rigid but can be flexible and evolve to meet specific needs or constraints. This adaptability not only allowed me to deliver results under pressure but also deepened my understanding of how to tailor processes for different situations.