Health Experience Design 2021

How can we help people with multiple chronic conditions choose the best course of action to reach their goals and integrate healthy behaviors into their daily lives? How do we empower individuals with choice while operating within a framework of clinical best practices? In this talk, we’ll dive deep on how the structured nature of clinical guidelines and machine learning can be leveraged to provide intelligent options and preserve autonomy instead of imposing a single path forward. We’ll share insights from Livongo’s user research, design, and content strategy teams from the past year of working on digital self-care concepts. To meet people where they are—as individuals, who need both routine and variety, focus, and independence to engage when they’re ready—we designed a unique series of “health actions” that users can combine into a plan. You can think of these actions like the movies of Netflix or the products of Amazon; they are the individual building blocks that deliver value to the user, while continuously helping us learn how they want to work on their health. These discovery efforts culminated in “Action Plan,” a unique digital coaching experience that invites people to set goals and work through short, personalized activities that combine their biometric data with interactive self-discovery. Action Plan helps people make decisions about how to manage their health at the right level of abstraction—not choosing among the “raw materials” of digital health like coaching, content, or medical devices, but choosing what they want to learn, or which healthy habits they want to unlock.