Equipcare

Improved healthcare customer retention through a mobile app using AI & AR/VR

Equipcare app thumbnail

Role

Lead product designer

Timeline

Feb 2024 - Mar 2025
(2 weeks)

Tools

Figma, Slack, Discord

Skills

Pop-up Research, Stakeholder Map, Design Brief, Mobile Design

Overview

I was the lead mobile apps designer for developing an AI-assisted equipment care app for a healthcare client, ResMed.

Problem

One of ResMed’s long term goals is to improve the quality of out-of-hospital care and find new customers to generate revenue. EquipCare shifts ResMed's relationship with customers from a one-time equipment purchase to an ongoing digital experience—helping users care for the equipment they already own while creating natural opportunities to discover what ResMed can offer next.

Solution

We delivered a proof-of-concept, EquipCare, which transforms equipment maintenance from a task users have to remember into an interactive experience that keeps ResMed connected to them throughout the lifecycle of their equipment. This is what our product offers:

  • Reach new customers by offering useful equipment-care and educational tools that can introduce people to ResMed before they become customers.
  • Leverage AR/VR technology to recommend cleaning, maintenance, & upkeep, turning everyday equipment maintenance into an entry point to the broader ResMed ecosystem
  • Simplify the path to purchase by connecting maintenance recommendations directly to relevant ResMed products, creating a seamless journey from identifying a need to finding the right solution

Discover

Understanding the problem space and the people involved

We began by learning about ResMed, sleep apnea, and the broader respiratory-care ecosystem. Through secondary research and conversations with a sleep apnea caregiver, we uncovered the complexity involved in maintaining CPAP equipment.

Our research revealed that equipment maintenance was more than a simple reminder problem. Patients and caregivers had to keep track of cleaning, replacement schedules, troubleshooting, and other equipment-related tasks—creating significant cognitive load.

I synthesized our findings into a stakeholder map to understand the relationships between patients, caregivers, healthcare providers, businesses, and government organizations.

Key insight: Equipment maintenance was a recurring burden with many moving parts, creating an opportunity to simplify the experience.

Stakeholder ecosystem map
This is a stakeholder ecosystem map, that maps the different stakeholders & domains involved with the product's process. I created this map to understand the value that the company can generate for its customers. From here, our team identified that patients were the most valuable source of income for the company.
User quotes
I've highlighted a few quotes from users above. Talking to users helped us identify that equipment care is valuable for customer retention.

Evaluate

Turning research into an opportunity

Our initial concept focused on helping patients manage equipment replacement dates and sleep-apnea-related appointments. We explored the idea through sketches and early wireframes. However, critique revealed that a traditional task-management experience wasn't taking full advantage of the possibilities of a mobile service. It also attempted to solve too broad a problem.

We stepped back and evaluated what could create more meaningful value for patients while also supporting ResMed's goals. This led to an important pivot: From managing equipment-related tasks manually, to using data from equipment and mobile devices to proactively manage equipment maintenance. We narrowed our focus from general equipment management to cleaning, allowing us to explore a more specific and meaningful problem.

low-fi, mid-fi, and information architecture design
Pictures & sketches of what the information architecture & user flow should look like in low-fi.

Design

Designing a proactive equipment-care experience

With our direction established, we designed EquipCare around the idea of making equipment maintenance more proactive and less dependent on users remembering what to do. We explored how mobile capabilities—including the camera, sensors, and augmented reality—could collect information about a patient's equipment and translate it into useful actions.

We stepped back and evaluated what could create more meaningful value for patients while also supporting ResMed's goals. This led to an important pivot: From managing equipment-related tasks manually, to using data from equipment and mobile devices to proactively manage equipment maintenance. We narrowed our focus from general equipment management to cleaning, allowing us to explore a more specific and meaningful problem.

low-fi, mid-fi, and information architecture design
Pictures & sketches of what the information architecture & user flow should look like in low-fi.
User is reminded to clean their medical device on their mobile phone.
User is reminded to clean their medical device on their mobile phone.
The app sees that they already have the product, but need to order a new one
The app sees that they already have the product, but need to order a new one. The user is easily able to order new equipment from ResMed & track the status of their shipment.
They can also troubleshoot their current devices and easily order a replacement product as needed.
Users can also troubleshoot their current devices and easily order a replacement product as needed.
The user can also see the lifecycle of their current ResMed devices and run cleaning scans to extend the longevity of their equipment.
The user can also see the lifecycle of their current ResMed devices and run cleaning scans to extend the longevity of their equipment.