UX Hack of 2018 will be content

At the end or start of every year, we get to read lots of articles around top trends/takeaways of the previous year or the coming year. I generally love consuming them as it helps me keep abreast of…

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Structure of the Proposed Solution

The proposed solution would be an extension of the current service provided by Pill Pack. This would be done by integrating an (IOT enabled Voice Assistant) into the medicine dispenser. This would help the patient and the caregiver ensure medication compliance through voice reminders and tracking medication adherence.

In my effort to design the additional layers, I have tried to map the entire experience through a diagram below with the new solution integrated into it.

I am currently a healthy individual with no health issues. But to get affiliated to the Pill Pack, I decided to get enrolled with them to have multivitamins and Omega 3 supplements.

Steps to get enrolled (Current Scenario)

Step 1: I logged on to their website to ‘Get Started’. Followed by a questionnaire to get other details. One can also give the contact of their caregiver to give them access to their account.

Step 2 : (Optional) Finishing up the signing up process on their customer care line

One of the prompts required a doctors contact detail which I did not have. At this point I jumped on a call with them. The interaction was smooth and with just the last 4 digits of my SSN, they could pull all my insurance details and I did not have to worry about any of the back end integration. During the signing up process, I chose the hard casing dispenser over the disposable dispenser and would expect the package soon at my door step with all the supplements neatly packed in pouches.

Step 3 : Email Confirmations to the patient and caregiver

The caregiver can create their account to log into the patient’s account /dashboard.

Step 4 : Logging on the web/app dashboard

The patient and/or the caregiver can both log onto the dashboard as shown below.

Web Dashboard

Here you can see the medication and edit the timings according to your personalized schedule or follow as prescribed by the physician. You can also add OTC medication to your pouch.

The ‘Medication’ Tab would give details regarding the medication, additional information related to them along with possible side effects. I would aim to translate this information into Voice so that patients do not need to come and refer to this if they need any additional information.

App Dashboard

The similar dashboard interface is available in the form of an app also. It comes with an added advantage of medication reminders.

However, currently there is no mechanism through which it can track the medication adherence or give voice reminders.

The App can have a specific ‘Voice’ section where the caregiver can select the new ‘Connected Dispenser’ to sync medication reminders for the patient.

In the MVP version, reminders can just be in the audio format, however in the following versions, the caregivers would be able to add more activity related skills as triggers for medication reminders (an activity like the morning news reading ‘skill’ becomes a reminder for the morning medication)

It can also have a dashboard where the caregiver can see statistics and report of medication adherence of the patient over the past period of time.

Once you receive your packaged medicine and the connected dispenser through mail, the device can use its Voice interface to complete the set up process.

The demonstration can have many parts to it.

For any action to happen, there needs to be three elements that need to come together. (1) Motivation, (2) Ability to do it and (3) Trigger. In this case, the motivation for each patient is the fact that their caregivers will get to closely monitor their medication adherence. The effort that the caregivers are spending to ensure good health for their patients is itself a motivating factor for the patients. However, we can design more elements that motivate good adherence. Having said that, the MVP version of the product can have simple voice medication reminders

Better medication adherence means less likelihood of the patient getting sick, which in turn means less burden on insurance companies. Can we incentivize better medication adherence with discounts in co-pays for buying their medicine, or by giving an extra month free insurance cover to reward patients. Here we are using HOPE as one of the motivators for getting the job done.

For health conditions that may get aggravated due to missed medication, we may use FEAR as one of the motivations. The voice reminder trigger can simply state what the medication can prevent them from to encourage them not to miss their medication. However, this strategy should be applied if the patient has had a history of missing medication, or as secondary or tertiary medication reminders.

We can also involve the caregiver in letting the system know of people who inspires the patient in life. It can be a celebrity or someone renowned who has gone through a similar battle and emerged victorious. Occasionally if the voice platform shares stories of such inspiring people, or if the voice triggers give a slight reference of them during the reminders, it can serve as extra motivation.

A simple voice reminder can remind the patient that it is time for them to take their medication. The voice can be designed to be less robotic and more natural sounding. Different variations of conveying the same reminder would avoid monotony and repetition.

After the reminder is triggered, if the dispenser senses someone close to it, it would dispense the pouch medication. This way, the patient can be ensured that they are always taking the correct medication.

In a happy path, after the medication has been plucked by the user, the system records that the medication was dispensed. It would them wait for the patient to self report after taking the medication. In case the patient fails to do that, the dispenser would ask back to the patient for confirmation.

In an unhappy path, if there is no action taken by the patient in taking their medication, the system can reach out to them through a voice reminder phone call. The device can ask the patient if they need any assistance from their caregivers. If no response is detected, depending on the severity of the risk of missing the medication, the system would either send a message to the caregiver, or just simply log the information on the dashboard which can later be checked by the caregiver. In cases, when the caregiver receives a notification on their mobile phones, they can either call their patients on their phones or get connected to the ‘smart dispenser’ itself.

In cases when a medication is missed, the pouch gets trimmed out of the roll and gets collected in another part of the dispenser. Making sure the next medication that is dispensed is not the one that was missed by the patient.

The smart dispenser can auto renew medication refills by keeping a track of remaining medication pouches and estimated time of delivery. However this can be overridden by the caregiver through the app dashboard.

UX Hack of 2018 will be content

Structure of the Proposed Solution

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