ResMed MaskMaker
An AR app experience for newly diagnosed sleep apnea patients; built for ResMed, an IoT medical device company.
TIMELINE
FEB 2020
TYPE
UI Design
TEAM
Matt franklin, stacy kellner, candia gu
ResMed MaskMaker
An AR app experience for newly diagnosed sleep apnea patients; built for ResMed, an IoT medical device company.
TIMELINE
FEB 2020
TYPE
UI Design
TEAM
Matt franklin, stacy kellner, candia gu
ResMed MaskMaker
An AR app experience for newly diagnosed sleep apnea patients; built for ResMed, an IoT medical device company.
TIMELINE
FEB 2020
TYPE
UI Design
TEAM
Matt franklin, stacy kellner, candia gu
Overview
Overview
Overview
Problem
ResMed, an IoT medical device company, needed a new service angle to improve their stressful onboarding experience for newly diagnosed sleep apnea patients.
Problem
ResMed, an IoT medical device company, needed a new service angle to improve their stressful onboarding experience for newly diagnosed sleep apnea patients.
Solution
We created an AR app experience that lowers the barrier of entry to getting a device, and helps new patients feel more comfortable with the new, intimidating territory they're entering for the first time.
Solution
We created an AR app experience that lowers the barrier of entry to getting a device, and helps new patients feel more comfortable with the new, intimidating territory they're entering for the first time.
Sneak Peek
Sneak Peek
Sneak Peek
Machine, Mask, Order
Machine, Mask, Order
Machine, Mask, Order
Just three simple steps enable patients to find the perfect equipment for them.
Just three simple steps enable patients to find the perfect equipment for them.
Just three simple steps enable patients to find the perfect equipment for them.
AR Mask Try-On
AR Mask Try-On
AR Mask Try-On
Patients can now literally picture themselves using ResMed.
Patients can now literally picture themselves using ResMed.
Patients can now literally picture themselves using ResMed.
Research
Research
Research
Background
We started as a group using a post-its to generate a comprehensive list of stakeholders and their primary relationships, as well as just exploring our associations with ResMed as a company. This helped us get a sense of these complex relationships and start wrapping our minds about what domain we might tackle.
Background
We started as a group using a post-its to generate a comprehensive list of stakeholders and their primary relationships, as well as just exploring our associations with ResMed as a company. This helped us get a sense of these complex relationships and start wrapping our minds about what domain we might tackle.
Stakeholder Mapping
We then created a stakeholder map to help us explore and understand the relationships between important people and groups. Because it's a healthcare company, there are a lot of important players with very specific ways they're allowed to interact in order to maintain patient privacy.
Stakeholder Mapping
We then created a stakeholder map to help us explore and understand the relationships between important people and groups. Because it's a healthcare company, there are a lot of important players with very specific ways they're allowed to interact in order to maintain patient privacy.
Key Stakeholders
Through our stakeholder map, we examined complex relationships between patients, caretakers, medical professionals, and ResMed itself. Three key stakeholders emerged from this process.
Key Stakeholders
Through our stakeholder map, we examined complex relationships between patients, caretakers, medical professionals, and ResMed itself. Three key stakeholders emerged from this process.
1. Distributors act as the middlemen between ResMed and healthcare providers. They get devices from ResMed, and then sell those to respiratory therapists. They have no direct contact with patients.
1. Distributors act as the middlemen between ResMed and healthcare providers. They get devices from ResMed, and then sell those to respiratory therapists. They have no direct contact with patients.
2. Respiratory Therapists are most often referred to patients by their general practitioner. They then work with the patient to find the right device, make a sale, and help teach them about how to properly use it.
2. Respiratory Therapists are most often referred to patients by their general practitioner. They then work with the patient to find the right device, make a sale, and help teach them about how to properly use it.
3. Patients need to get a device to improve their health and quality of life, but often face obstacles in obtaining it.
3. Patients need to get a device to improve their health and quality of life, but often face obstacles in obtaining it.
Design
Design
Design
Reverse Assumptions
To get ideas flowing, we used a reverse assumptions exercise. First, a list of assumptions is generated, then each is reversed, and ideas are generated based upon those reversals. While not all ideas yielded actionable ideas, separation of the generative and evaluative processes prevented ideas from being rejected prematurely, and helped us find interesting avenues.
Reverse Assumptions
To get ideas flowing, we used a reverse assumptions exercise. First, a list of assumptions is generated, then each is reversed, and ideas are generated based upon those reversals. While not all ideas yielded actionable ideas, separation of the generative and evaluative processes prevented ideas from being rejected prematurely, and helped us find interesting avenues.
Synthesis
Two channels of opportunity emerged from our reverse assumptions activity: pre-purchase and post-purchase.
Synthesis
Two channels of opportunity emerged from our reverse assumptions activity: pre-purchase and post-purchase.
Pre-Purchase Sector: A direct-to-consumer business model, an online device-finder, and a device customizer. These could help offload some of the work for Respiratory Therapists. Our ideas also give the patient a sense of agency in responding to their disease, which they currently lack.
Pre-Purchase Sector: A direct-to-consumer business model, an online device-finder, and a device customizer. These could help offload some of the work for Respiratory Therapists. Our ideas also give the patient a sense of agency in responding to their disease, which they currently lack.
Post-Purchase Sector: A hands-off setup, better patient-family connection, and in-app support. Working in the post-purchase sector would likely mean a longer lasting app. However, these ideas largely exist already, and we would merely be improving them.
Post-Purchase Sector: A hands-off setup, better patient-family connection, and in-app support. Working in the post-purchase sector would likely mean a longer lasting app. However, these ideas largely exist already, and we would merely be improving them.
We decided that we wanted to innovate, and that even if our app wasn't one that patients kept on their phone long after first downloading it, that was ok, as long as it served its purpose. So, we went with the pre-purchase sector, and tried to combine our ideas into one cohesive app.
We decided that we wanted to innovate, and that even if our app wasn't one that patients kept on their phone long after first downloading it, that was ok, as long as it served its purpose. So, we went with the pre-purchase sector, and tried to combine our ideas into one cohesive app.
Prorotyping
I began with some simple sketches to start working out what the flow might be like.
Prorotyping
I began with some simple sketches to start working out what the flow might be like.
We then selected the most impactful interactions to translate into medium-fidelity screens, nailing down the patient experience before settling too much into a visual identity.
We then selected the most impactful interactions to translate into medium-fidelity screens, nailing down the patient experience before settling too much into a visual identity.
From there, I led our team to refine our designs, make them more cohesive, and create our final wireframes.
From there, I led our team to refine our designs, make them more cohesive, and create our final wireframes.
Delivery
Delivery
Delivery
Final Product
Maskmaker: a new app that simplifies the patient experience by seamlessly guiding users through picking the perfect mask for them.
Final Product
Maskmaker: a new app that simplifies the patient experience by seamlessly guiding users through picking the perfect mask for them.
Microinteractions and thoughtful language help guide new users
Patients can upload a prescription to find their required machine
A simple quiz helps match masks to patient preferences and needs
The AR try-on provides patients with mask stats plus smiles
Patients can order directly from the app or connect with a professional
The full patient journey