Challenge

Balancing patient simplicity with clinical compliance

Chronic home dialysis patients required a high level of continuous care and safety monitoring, which was often complex and inefficient. The core challenge was designing a single digital service that could satisfy the stringent safety and care requirements of the patient while meeting the operational and value needs of the healthcare providers (HCPs) and insurers.

Divergence

Uncovering dual user needs and constraints

Working with a Research Lead and a Business Consultant, we conducted rapid research to understand the distinct needs of the two core users: patients (simplicity and support) and HCPs (data and compliance). This led to the insight that we needed two distinct, yet integrated, tablet prototypes to address their disparate workflows.

Ideation

Designing integrated experiences for two users

I provided all UI/UX design, using Sketch for the screens. My focus was on quick iterations based on immediate feedback from both patients and HCPs. I ensured the final design addressed critical compliance and safety needs for the HCP while delivering an intuitive, stress-reducing experience for the patient.

Convergence

Validating patient ease and provider control

I rapidly developed and tested two separate tablet prototypes (Invision): one for the patient and one for the healthcare provider. This concurrent testing allowed us to validate that the designs met the patient's ease-of-use needs and the HCP's data capture and monitoring requirements.

Solution

Two connected platforms, one care pathway

The final solution comprised two integrated digital platforms: a patient-facing tablet app for seamless home support and communication, and an HCP-facing app for efficient remote monitoring, safety checks, and care management, creating a holistic end-to-end service.

Outcome

A safer, simpler model for chronic care

The project successfully defined a high-value digital service that addressed a critical unmet need in chronic care. The final prototypes clearly demonstrated how digital support could make home dialysis hassle-free for the patient while providing the insurer with a safer, more compliant, and valuable care pathway.

Takeaways

Designing dual systems without compromise

The main lesson was mastering dual-user design under pressure. This project taught me how to simultaneously design two interlinked products that served radically different user goals (patient comfort vs. provider compliance) while ensuring their seamless operational integration.