Digital Teach-Back for Healthwise by WebMD Ignite ―
Answer to clinician’s limited time
with patients to deliver information.
Role
UX Research + Design
Timeline
4 months, 8th Jan — 20th Apr 2024
Platform
Mobile Experience
Patient: " I don't have all info I need".
Healthwise: "You can find info on our app."
"I have all info and my doctor is updated."
Digital Teach-Back for Healthwise
01
40-80% of medical information spoken by clinicians is forgotten immediately.
Teach-Back retains 75% of information.
This universal healthcare method focuses on delivering 2-4 key points during discussions and adapts the message until comprehension is clear.
Healthwise by WebMD Ignite helps clinicians deliver key medical information digitally.
Digital teach-back transforms patient care by turning medical information into lasting knowledge.
Digital Teach-Back for Healthwise
02
A patient education experience, seamlessly integrated into clinician workflows.
Presenting Digital Teach-Back for Healthwise by WebMD Ignite
See Prototype
Due to the wide applicability of Colonoscopy, the team picked the health condition from the library of resources available at Healthwise, to explore what the end-to-end experience might be for a patient.
Chunking for better information recall.
As both a tool and method in order to enhance learning and information recall, chunking aids to the experience by reducing cognitive load for someone who is already stressed.
Gradually increasing activity difficulty to boost engagement.
Activities should gradually increase in difficulty to ensure patients fully grasp the information being taught.
Accessible and interactive with voice, visuals and text.
The app introduces multi-sensory experiences to provide patients with diverse learning opportunities.
Digital Teach-Back for Healthwise
04
I sought to study patient behavior and product needs of Healthwise, to inform the design process of the medical education app.
How might a digital teach-back experience be created?
See Research
Research in the area revealed that there isn’t a service that ‘digitally’ teaches-back yet. After a comprehensive content audit in the Healthwise library of resources, a series of stakeholder interviews, competitor mapping and analysis, patient journey analysis, user personas and ecosystems, the problem demanded a widely scalable experience since the plethora of health conditions could not be applied in a singular fashion.
Interviews
With Nurses, Patients, and Stakeholders in Healthwise.
Express knowledge concisely limited to 2-4 points.
Communicate to educate, without 'testing' knowledge.
Tailor strategies based on patient demographics.
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Journey Mapping
To better understand the patient experience of colonoscopy.
Chunk information to make information easier to follow.
Various learning activities to improve patient understanding.
Information overload at several points in patient journey.
Chunk information to make information easier to follow.
Framework Design
Inspired by principles of Universal Design for Learning.
Follow the teach-back sequence.
Mix & Match Activities.
Increase or decrease the level of difficulty to improve recall.
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Digital Teach-Back for Healthwise
03
Human interaction is still needed in order to enhance trust and reliability.
Insights from Usability tests.
See Details
The usability testing of this concept was done through paper prototyping where the students engaged potential ‘users’ with Task-based moderated tests with 6 participants. While the study learnt, created and tested its hypotheses, it required further exploration, time and refinement to better inform the design of the framework.
To ‘repeat’ becomes intimidating when not done in person.
Quizzes are easier to interact with as compared to repeating information.
A gradual increase in level of difficulty in activities helps build confidence.
Cognitive overload could be decreased with gamification and visuals.
Building trust and emotional connections were brought up multiple times. Viewers had concerns about how we might build trust with our users for them to be willing to share their medical conditions with us. We also haven’t thoroughly thought about how users’ emotions (fear, anxiety) would play a role in their interactions. Especially when we are considering using AI, privacy and security concerns rise. In addition to the concern over trust building, viewers expressed their worries about lacking human connections between doctors and patients. We explained that our app is an addition to the existing user experience, which includes in-person teach-back sessions with doctors.
Digital Teach-Back for Healthwise
05
What did I learn?
Designer empathy demands a holistic understanding of the connection between individuals and society.
Modern Andragogy requires work in recalibrating attention span for adults learning on mobile.
Experiments in interactive learning activities is required to create intentional and purposeful experiences.
Digital Teach-Back for Healthwise
06
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Last Update: 10.05.24 © Sanskriti Bhatnagar 2024
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