Proteus Clinician Training
Proteus, a med-tech startup, was struggling to scale their innovative medication compliance product with clinicians. The Designit Service Design team, was approached to design a nurse training program to increase adoption and support Proteus meet their growth goals.
Approach: As Service Design Lead, I lead a team of 4 designers and two business partners through a six week sprint to understand the pain points, opportunities and barriers to change effecting adoption. We then used this understanding to design a new training approach to be implemented with Wipro technology.
Outcome: Our work were presented to Proteus leadership and transferred to the Proteus design team for implementation. Unfortunately, Proteus was heavily impacted by the Pandemic in 2020 and closed it’s doors.
Research & Workshop
To optimize our resources on an accelerated timeline, we leaned on the deep knowledge of the Proteus team, and existing research conducted with participating clinicians. To do this, we conducted 12 stakeholder interviews, and did extensive review of workflow, training, marketing and implementation documents. We then lead an in-person workshop with the Proteus leadership and design team to review findings and begin to co-design a future training experience.
Some of what we learned:
Every healthcare system, therapeutic area and clinician is at a different stage of readiness to accept digital health. Solutions must be flexible and customized.
Clinicians may not connect the value of Proteus to their work and patients until they see it’s effect first hand, leaving objections and concerns hidden.
Proteus workflow adoption is difficult at small volumes. Clinicians need to be all in.
The high touch nature of implementing Proteus leads to clinician dependency on Proteus service representatives, minimizing scalability.
Design & Delivery
Based on our research and workshop sessions, we designed a scalable training experience that facilitates customer buy-in and training through a blend of in-person and digital approaches. This would deliver on the goal of a standardized process to implement Proteus within thirty days and transfer of ownership to in-office clinicians.
Design Deliverables:
Experience Principles
Future Training Experience Vision
Phased roadmap for implementation
Future State Journey Map
Design Principles
We delivered four principles the team could take forward as a simple guidepost for a good training program, as well as how to deliver on them.
Get to the Aha: People will do the work if they believe in the product. Getting them to the aha moment as soon as possible is key.
Make it fit my Life: Time, attention, and energy are limited resources for our customers. The more we accommodate their schedules and preferences, the more likely they are to use Proteus.
Build Confidence through Practice: Lack of confidence is a barrier to trying out new technologies like Proteus. Allowing staff to practice in a safe space makes them more likely to use Proteus in their day-to-day.
Gain My Trust: We want customers to embrace Proteus. A thoughtful, seamless training experience that will build trust in the minds of our customers.
Training Vision
For each phase of the training process we broke down the key steps and scalability factors needed for implementation. We also delivered a timeline for gated scaling at each new location, and metrics for success.
Introduction Phase: This phase is intended to create buy-in and excitement from customers. It's when customers are still trying to understand what Proteus is and how it fits into their work. It includes a kickoff and role based sessions to answer questions and concerns.
Learning Phase: This phase is intended to equip customers with the skills, knowledge, and confidence to use Proteus with patients. It includes digital education models and the ability to practice 1 on 1 with a coach.
Transition Phase: This is the two-week period following the Proteus launch.The aim of this phase is to support the customer as they start to use Proteus, and to refine and customize the Proteus workflow to wrap up the implementation process.
Maintenance Phase: After implementation, the ongoing client relationship will be managed by the Proteus account manager through regular check-ins. Training will be self-contained, delivered through the learning portal as well as the product itself.
Roadmap
Along with the training vision we worked with the Proteus team to define a MVP that could be implemented immediately with little technology. We also partnered with Wipro technology leadership to define a technical roadmap. (not seen here)
Journey Map
To wrap up our work in a way that could be easily shared and displayed at the Proteus office, we delivered a step by step journey map of the training experience to further support stakeholder alignment.
This is but a snip-it of an in-depth process. Reach out and i’ll walk you through it!