Integrating Post-Treatment Care into TELUS MyCare App
How can we improve post-treatment care for better recovery?
CONTEXT
The goal of this initiative is to improve post-treatment care within the TELUS Health app by integrating a tracking and health goal management system. This feature aims to ensure that patients receive ongoing support during their recovery, with tools like symptom tracking, Personalized Health Goals, and follow-up notifications.
In this case study, I will identify the challenges users face with continuity of care in the current TELUS Health app. I will then define an MVP (Minimal Viable Product) that addresses these issues and propose success metrics and a phased rollout plan to test the MVP (Minimal Viable Product) with a select group of users.
If TELUS Health adds Post-Treatment Tracking and Care to the app, it will enhance continuity of care, boost patient engagement, help users stay on track with their recovery, and ultimately reduce readmission rates.
HYPOTHESIS
Where is the post-treatment care space headed
THE MARKET
The post-treatment care market in Canada is growing rapidly due to technological advancements and demographic shifts, with the demand for personalized care rising among the aging population. The market is projected to exceed US$1.3 billion by 2030.
What other telemedicine platforms currently exist?
Competitor Analysis (Created in Figma)
Integrating Post-Treatment Tracking and Care will help TELUS Health retain users, differentiate from competitors, and gather valuable data. It opens new revenue opportunities, strengthens brand reputation, aligns with healthcare trends for regulatory support, and offers expansion potential, driving long-term growth.
Who are the primary users of TELUS Health?
THE AUDIENCE
TELUS Health has two main users: individuals and healthcare professionals. This initiative focuses on enhancing post-treatment care features for individual users.
Individual TELUS Health Users:
Ages: 60% of users are Millennials and Gen X, aged 25-55.
Attitudes: 65% of users prioritize convenience and fast access to healthcare.
Personas:
- Busy professionals (single, couples)
- Parents
- Elderly
- College students
- Travelers
Current Use Cases for TELUS Health MyCare
Access virtual consultations with doctors, psychologists, and other healthcare professionals.
Set medication reminders and manage prescriptions.
Track symptoms with a symptom checker.
Receive general healthcare advice and personalized recommendations.
Book appointments and securely communicate with healthcare providers.
Use Cases After Post-Treatment Care Feature Implementation
Medication Tracking & Reminders: Patients can set up medication reminders, ensuring they take medications as prescribed, with integration to their pharmacy for seamless tracking.
Symptom Tracking: Patients can log symptoms in real-time, monitor recovery, and share updates with healthcare providers.
Personalized Health Goals: The app allows patients to set and adjust health goals (e.g., physical activity, diet, symptom management) based on recovery progress.
Continuous Communication & Follow-Up: A system for continuous follow-up via text, push notifications, or in-app messages, keeping patients and healthcare providers in sync.
To design the most impactful post-treatment care feature, we’ll address core pain points for our target user segment based on these primary use cases. In summary, we’ll focus on users who:
Are recovering from treatment or surgery
Require personalized health goal management, symptom tracking, and medication adherence
Need continuous communication and follow-up from healthcare providers
What are the pain points that these users need addressed?
USER INSIGHTS
Users seek continuous care and follow-up post-treatment
Problem: No structured follow-up for post-treatment care, leaving patients feeling disconnected after discharge.
User Quote: "After my treatment, I was left to manage my health on my own. I missed medication doses, and I wasn't sure if my recovery was on track."
Impact: Leads to poor patient engagement, missed health issues, and potential for worsened health outcomes due to lack of ongoing care.
Users need medication reminders and adherence support
Problem: High rates of medication non-adherence due to missed doses or confusion in complex regimens.
User Quote: "I wish I had reminders to check my symptoms or know what I should do next after my procedure."
Impact: Increases the risk of adverse health outcomes and complications due to inconsistent medication adherence.
Users want personalized health goals for recovery
Problem: Lack of post-treatment guidance for setting and tracking recovery goals, leading to confusion.
User Quote: "I didn't know what goals I should be working toward after my surgery."
Impact: Results in patients feeling unsupported in their recovery process, reducing motivation and engagement in their health journey.
Pain Point Icons (Created with Figma and Canva)
How can technology enhance the recovery experience for patients?
USER JOURNEY
This user journey illustrates how patients would use the TELUS Health app to manage their recovery after treatment. It highlights their goals, actions, challenges, and the solutions we’ve designed to make their experience more seamless and supportive."
BIG TAKEAWAYS
BIG TAKEAWAYS
From this research, we can conclude a couple of things:
The post-treatment phase presents significant challenges for users, including confusion, lack of support, and difficulty maintaining recovery routines.
Integrating advanced tools such as symptom tracking, medication reminders, and personalized health goals into the TELUS Health app can provide the ongoing guidance users need to stay on track.
These enhancements will bridge the gap between treatment and recovery, leading to measurable benefits such as reduced recovery time, improved compliance with care plans, and increased user satisfaction.
Users in the post-treatment phase struggle to manage their recovery due to a lack of continuous support, guidance, and reminders, leading to non-compliance and missed health opportunities.
Key Points:
Users need consistent support and reminders to ensure compliance during recovery.
Lack of continuous guidance creates confusion and hinders progress.
Missed health opportunities during recovery can negatively impact long-term health outcomes.
THE PROBLEM
Empower users in their post-treatment recovery by seamlessly integrating personalized reminders, tailored support, and actionable health goals within the TELUS Health app, ensuring better adherence and transformative health outcomes.
We aim to address these challenges by integrating personalized reminders, health tracking, and goal-setting into the TELUS Health app. This will empower users to better manage their recovery, improve treatment adherence, and enhance overall health outcomes.
THE GOAL
What should be included in the MVP?
FEATURE PRIORITIZATION & MVP DEFINITION
For a successful pilot of the Post-Treatment Care feature to be implemented, the following user stories are required to build
User Stories
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Pain Point Addressed: Lack of post-treatment follow-up care.
Solution: This feature provides real-time tracking for patients, allowing them to view their progress, set health goals, and keep track of medications, helping to reduce missed treatments and support recovery.
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Pain Point Addressed: Lack of proactive patient engagement and continuity of care.
Solution: By enabling patients to set personalized goals, this feature fosters proactive management of their recovery, empowering them to take ownership of their health and reduce the likelihood of complications and readmissions.
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Pain Point Addressed: Limited follow-up care from healthcare professionals post-discharge.
Solution: This feature allows healthcare providers to monitor their patients’ health remotely and intervene earlier if the patient is struggling, ensuring a continuous care cycle and reducing the risk of hospital readmission.
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Pain Point Addressed: Medication adherence and missed follow-up appointments, leading to complications and readmissions.
Solution: Automated reminders keep patients engaged and on track, reducing the risk of missed medications or appointments, ultimately preventing unnecessary readmissions and delays in recovery.
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Pain Point Addressed: Lack of timely intervention after treatment, contributing to readmissions and worsening health outcomes.
Solution: Proactive alerts enable healthcare providers to detect potential issues early and take swift action, preventing readmissions and improving patient outcomes.
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Pain Point Addressed: Patients feeling uninformed and unsupported during recovery.
Solution: Access to educational resources can help patients feel more empowered and confident in managing their own care, improving adherence to recovery plans and reducing complications.
Post-Treatment Recovery Dashboard
FINAL SOLUTION
TELUS MyCare: Current Dashboard vs. Enhanced Post-Treatment Care
What risks would TELUS MyCare face by adding post-treatment tracking to the app?
RISK & TRADEOFFS
Data Privacy and Security
Risk: Potential breaches of privacy regulations (e.g., PIPEDA) or data leaks could damage user trust and TELUS Health’s reputation.
Mitigation: Implement encryption and advanced authentication to safeguard user data.
User Education and Accessibility
Risk: A complex interface may deter adoption, especially among less tech-savvy users (e.g., older adults).
Mitigation: Design an intuitive interface with accessible onboarding tutorials.
Medical Accuracy
Risk: Inaccurate health recommendations could worsen health outcomes and harm TELUS Health’s credibility.
Mitigation: Collaborate with healthcare professionals to ensure accurate, timely advice.
System Integration Challenges
Risk: Integration issues with the existing TELUS Health system could disrupt care delivery and frustrate users.
Mitigation: Conduct thorough testing and collaborate with technical teams to ensure seamless integration.
Resource Allocation and Maintenance
Risk: Diverting resources to develop the feature could delay other updates or features.
Mitigation: Effectively prioritize resources to balance the development of this feature with ongoing app improvements.
Phased Rollout & Pilot Plan
LAUNCH & GTM STRATEGY
We will start the phased rollout with a pilot. Throughout the pilot, we’ll be in “learn and iterate” mode. After we prove out the concept and work out the kinks, we will begin expanding.
Who is involved?
Launching the post-treatment recovery feature will require collaboration across several teams at TELUS Health. Key teams involved include Product Management, Engineering, User Experience (UX), Customer Support, Data Science, Marketing, Legal, and Healthcare Partnerships.
Education:
We’ll work closely with internal teams (support, marketing, data science) and external stakeholders (healthcare providers, patients) to ensure clear communication about the new feature and its benefits.
MEASURING SUCCESS
Pilot Metrics
NORTH STAR METRIC
Patient Engagement Score
If successful, we should see an increased Patient Engagement Score value, as users engage more frequently with the TELUS Health app through features like medication tracking, symptom reporting, and health tips.
Medication Reminders Engagement: Measures how often patients interact with medication reminders and complete them.
Symptom Tracking Usage Rate: Tracks how frequently users input their symptoms, reflecting their involvement in their care.
Health Tip Click-Through Rate: Measures how often patients read and follow personalized health recommendations or wellness tips.
LEADING INDICATORS
LAGGING INDICATORS
3-Month User Retention: Measures long-term user engagement and satisfaction with TELUS Health after adopting the new feature.
App Usage Frequency: Ensures users are not only engaging with features, but the platform itself remains relevant to them.
In-App Survey Completion Rate: Ensures feedback is gathered to improve the experience and continuity of care.
COUNTER METRICS
Reminder Delivery Error Rate: Tracks issues with delivering medication reminders, ensuring reliability.
Symptom Input Error Rate: Monitors any problems users face when inputting their symptoms.
Care Plan Follow-Up Issues: Ensures that technical errors are tracked in following up on care plans or treatment continuity.
MONITORING METRICS
Final Thoughts
Final Thoughts
SUMMARY
This case study details the creation of the Post-Treatment Tracking and Health Goal Management feature for the TELUS Health app, designed to bridge gaps in continuity of care. By empowering patients to actively manage recovery and providing healthcare providers with actionable insights, this feature aims to reduce hospital readmissions, improve long-term health outcomes, and increase patient satisfaction.
With key elements like medication reminders, symptom tracking, and personalized health goals, the feature fosters higher patient engagement. A phased pilot will enable fine-tuning before a broader rollout, ensuring a seamless and valuable addition to the TELUS Health ecosystem.
This initiative not only addresses immediate care gaps but also positions TELUS Health for future advancements, including AI-powered insights and personalized recovery plans, ensuring the platform remains at the forefront of healthcare innovation.
WHAT I LEARNED ABOUT MYSELF
Through this project, I mastered tools like Figma and honed my ability to balance big-picture strategy with practical execution. I focused on creating user-centered solutions, ensuring design and functionality worked together to deliver real value.
Thank you for exploring this case study!