On this project I worked in partnership with an experience designer and collaborated with the product manager to assure we stayed connected with business goals and involved key stakeholders throughout the process.

(I am not able to share the full report outside of the company at this time.)

The goals for this project where to gain insights into customer needs for mobile experiences and identify ways to differentiate in the market place.

Over the course of nine weeks, we reviewed data and engaged with customers. Existing data gave us insight into the competitive market place, the company’s key consumer segments and experiences, and provided a look into emerging technology and trends

During the first few weeks we synthesized existing data, conducted a brief field study, and did a social network mapping activity with customers.

To kick off our research, we started with a quick field study to dig into and raise our awareness of the nuances of mobile device usage in a variety of contexts including retail stores, cafés and restaurants, and hospital and clinic waiting rooms.

We brought small groups of customers into the research lab and guided them through a series of design activities. The goal was to understand who the people in their lives are and what role they play. Then they layered in how they use mobile technology in their daily lives, with a focus on how they connect with their network through mobile technology. The next layer included the people in their health and wellness and medical and mobile use within this context.

Throughout this process, conversations around the complex emotions involved in a patient’s social and medical ecosystem organically emerged. We gained deep insight into how all of these systems connected—or disconnected—within the context of their daily lives.

Over the next few weeks we built upon insights of mobile usage behaviors and human needs and behaviors within larger social and medical ecosystems.

For this activity we brought small groups of customers into the research lab and began to focus in more strongly on the use of mobile technology for managing prescriptions.

The workshop was kicked off by reviewing what we had learned in the previous studies. The gave participants and opportunity to react and tell their stories, putting them into the mindset of their own personal needs with respect to managing medications, including the complexity of emotions within their larger social systems.

Then we moved into the ideation process. We provided simple stimuli that showed mobile technology usage in various settings. A mix of common existing and emerging technologies were included.

As customers talked and worked together, the points of disconnect with all of the things they need to manage with respect to their prescriptions and medical care emerged. Emotions were intense on both ends of the spectrum of positive and negative experiences. As we dug into the data from all of the sessions, a number of key opportunities emerged.

Next we developed ten simple concepts for a mobile experiences, including mobile apps, emerging technology integration, and omnichannel experiences.

These concepts were tested with users in remote unmoderated studies to gauge user receptivity and gather additional input.