ResMed: New Setup Wizard and Native Mobile App Feature

Problem

Noncompliance

ResMed users were not using their Continuous Positive Airway Pressure (CPAP) machines to meet requirements for insurance coverage.

Insurance Requirements for Coverage

Insurers require that a minimum number of nights of CPAP usage be met for a patient’s first 90 days of therapy.

New Onboarding Flow and Device Tracking Feature

I was asked to run a usability testing study on both a newly designed onboarding flow and device use tracking feature designed for the main ResMed native mobile app.

I needed to discover if the designs increased motivation to engage with therapy and if any changes needed to be made.

Business Goal

Increase PAP therapy engagement by patients in the first 90 days.

Study Duration

4 weeks

Study Presented

06/21/2022

Company

ResMed

Cross Functional Team Member

Product Manager (also designed tested features)

Methodology

Qualitative Usability Study

Impact

I Submitted 3 Recommendations

  • Regarding the designs for onboarding and device usage tracking in the first 30 days with CPAP therapy, I discovered 6 insights from users that indicated that:

    • 4 insights confirmed that designs were effective

    • 2 insights indicated that designs were not effective and needed improvement

Business Goal Was Achieved

Implementation of the new onboarding and CPAP usage tracking flows based on my recommendations resulted in a 2% increase in patient engagement with CPAP therapy in the first 90 days.

Research

CPAP Patients Do Not Use Their Machines

Based on the trend of disengaged patients of CPAP, internal discussions with stakeholders, UX team, and developers, an onboarding to CPAP therapy using ResMed’s native mobile app and CPAP device usage tracking flows were designed by a UX Designer who was in training to be a Product Manager.

New Onboarding and CPAP Therapy Encouragement Design

Onboarding by ResMed CPAP users was designed to start just prior to the first night of therapy. As patients used their CPAP machines, they would be notified and encouraged to use their CPAPs at four time points within the first 90 days.

I Planned a Qualitative Usability Study

I put together a comprehensive research plan that included the study objective, research questions, interview questions, usability testing procedure, and participant recruiting goals. I tracked participant recruiting progress by creating a custom spreadsheet.

Marketing Provided Me a List of Potential Participants

I received a list of around 100 ResMed device users who were in their first 90 days of therapy. After responses and successful sessions, N=7 patients participated in the study.

Study Session Agenda

I began the session with asking background questions related to their CPAP therapy.

Then I had participants complete tasks for 4 time points during therapy using the onboarding flow and then the device use tracking feature:

  1. Day 0

  2. Day 1

  3. Day 10

  4. Day 30

I Affinity Mapped the Qualitative Data

I moderated sessions with 7 participants, grouping the data into findings, and interpreted insights that I documented in a formal deck presentation.

Only Those Patients Who Were Engaged With Their Therapy Participated

CPAP therapy is notoriously unpopular- patients who were not motivated to engage with therapy did not participate in the study. Due to deadline constraints, I could not extend the study to recruit additional participants.

I decided the best course of action was to provide feedback on the designs tested with participants- what they found helpful and what could be improved.

What I Learned

  • How to create a much more comprehensive study plan

  • I needed a specific strategy for recruiting participants who were not motivated to use a product:

    • Next time, I plan to reach out to mentors and colleagues to understand how to recruit participants that are difficult to convince to participate in a study

  • What it was like to deliver bad news to a Product Manager:

    • “Unfortunately, only motivated participants responded, and I can’t tell you if this design increases motivation for patients who are disengaged with PAP therapy.”