Rally Recover

Background

In 2018 Rally acquired a Pulse, a suite of patient and provider-facing apps created by orthopedic surgeon Nitin Goyle, M.D. Pulse was created to facilitate a patient’s pre-and-postoperative recovery by way of digital technology. When I joined in 2019, Rally had entered into a contract with United Health Care (UHC). UHC wanted to roll out Pulse to their provider population as well as a new user group, Care Navigators, on January 1, 2020.

Phase ONE Goals

Expand care pathways to include cardiac care, joint replacement, and spinal fusion
Address usability issues across web and mobile applications
Align the experience to Rally design standards
Design additional functionality in the provider app to support Care Navigators, and
Rebrand the entire experience from Pulse to Recover Patient (Android and iOS app) and Recover Provider (web only).

Pulse Provider Screenshots

Pulse Provider screens shown below include the Patient Dashboard, Patient Profile (Recovery and Log), Careplans, and Messaging screens.

My Role

As a Design Leader, I was responsible for:

Establishing the overall design process for multiple product teams
Identifying, managing and reviewing design work of three product designers
Collaborating with cross-functional partners to define product strategy, vision, and roadmap
Identifying, managing and conducting qualitative and quantitative user research at all stages from discovery to validation and translate findings into product direction that guides the experience and product decisions, and
Building effective cross-functional partnerships across product, engineering, behavioral insights, strategy and clinical teams

Discovery

Met with stakeholders from the Product, Strategy, Engineering and Clinical teams to understand goals, priorities and timeline.
Reviewed existing survey data to get acclimated with patient and provider feedback on Pulse.
Scheduled and ran interviews with lead providers that were active Pulse users to understand their experience and pain points. These insights were presented to the team and used to help inform the product roadmap.
Ran a workshop with UHC stakeholders to understand Care Navigator’s workflow.

Execution

Worked with the Creative Director to determine the best approach for managing the workload and rolled out the Agile Kanban process for the XD team. Scheduled and ran all sprint ceremonies, working closely with Product to prioritize work.
Met regularly with Recover - Patient team to ensure a cohesive, end-to-end experience for both patients and providers.
Met regularly with Product, Engineering and UHC to ensure we were collecting feedback on designs.
Worked with the Clinical team to design and review content for additional pathways (cardiac care and spin fusion).
Managed delivery of design work of 1-2 designers.

Launch

Worked with Behavioral Insights and Customer Experience teams to launch surveys collecting patient and provider feedback.
Created provider journey map to highlight any gaps in the rollout experience and reviewed tactics to address gaps with the Strategy and UHC teams.
Led a series of “UX Health Checks” with a cross-functional team to capture and address usability issues as well as measure the baseline experience of the app.

Rally Recover Designs - Provider Web Experience

Rally Recover designs shown below include the Patient Dashboard, Patient Profile (Details and Messaging), Messages and Careplans.

Rally Recover Designs - Patient Mobile Experience

Outcomes

Savings of $3,225 or 10.53% per case/episode of care.
Reduced volume of phone calls from patients by 40%.
45% reduction in orthopedic readmissions.

Additional Design Assets