Shayam Parasram

What I've Done

Supporting Patients at Every Step with Ro

The Challenge

Ro is a telehealth company that connects patients to providers and allows them trusted and convenient access to treatment.

As Ro's product offering have expanded, they wanted to better support patients through every step of their care journey. In this contract role, I worked with the Clinical Content and Education team to design a patient journey that aimed to guide and support them through their first year of treatment.

Prompt

Design a supportive, informational patient experience that spanned from first prescription through their crucial 1 year mark. Incorporating what the patient might be feeling and offering information to guide them through each step of the process.

The Intersection of Clinical Goals and Patient Touchpoints

The Clinical Content and Education team outlined clear key milestones that we wanted to target.

Milestone 1: A Medication Detail page that the patient could access once they had been approved for their medication.

Milestone 2: A Patient Engagement email that prompted patients to answer questions about their side-effects.

Milestone 3: A 3 and 6 month content page that answered the most common questions patients had at that time in their treatment journey.

Milestone 4: A 9 month check in that provided patients with a progress indicator, and prompted them to schedule their 1 year renewal appointment.

In putting this journey together, we had to balance providing patients with comprehensive, supportive information while not feeling burdensome.

We kicked things off with 6 deep-dive interviews with our core user: the Business Office Manager (BOM), often the administrative heart of these communities. Alongside them stood the payors; sometimes Independent Residents, but more often their adult children or designated caregivers.

Designing the Flow

I worked closely with the Clinical Education team to better articulate how we could enrich each step, and best answer the following:

Where are patients dropping off in there treatment and how we might mitigate that?
What pieces of content have the most impact at each milestone?
When do patients want data, and when do they want support?

I advocated for areas in the patient experience to include bits of information that might be most useful to the patient at there respective step in treatment.

Here, we included the tip at the bottom of the screen that indicated that it was normal to experience shedding in the early weeks of treatment. A patient might be concerned if they notice this type of side effect - and we wanted to let them know that they are not alone.

I advocated for areas in the patient experience to include bits of information that might be most useful to the patient at there respective step in treatment.

Here, we included the tip at the bottom of the screen that indicated that it was normal to experience shedding in the early weeks of treatment. A patient might be concerned if they notice this type of side effect - and we wanted to let them know that they are not alone.

I advocated for areas in the patient experience to include bits of information that might be most useful to the patient at there respective step in treatment.

Here, we included the tip at the bottom of the screen that indicated that it was normal to experience shedding in the early weeks of treatment. A patient might be concerned if they notice this type of side effect - and we wanted to let them know that they are not alone.

Bringing It to Life

I delivered an end-end patient experience that supported the team's mission to make sure patients felt informed, supported, and empowered through their treatment.

I created visual space for our Clinical Content Team to produce videos, questionnaires, and blog posts that met the patient where they were in their journey, as well as helped to visually tell the clinical story behind each treatment milestone.

Framer 2023