Bupa - Population Health Management App

Bupa - Population Health Management

User Research for Bupa PHM

Introduction:

The purpose of this user research is to gather insights from patients insured by Bupa to inform the creation of a Population Health Management mobile app. The app aims to help patients manage their health and wellness by providing them with personalized recommendations based on their health data, as well as access to health resources and support.

Methodology:

We conducted a qualitative study using semi-structured interviews with a sample of 20 patients insured by Bupa. Participants were recruited using a combination of convenience and purposive sampling methods. We reached out to Bupa insurance holders via email and social media, as well as by contacting patients who had previously participated in Bupa-sponsored health programs. Participants were selected based on their age, gender, and health conditions to ensure diversity in the sample. Interviews were conducted remotely over Zoom and lasted approximately 30 minutes each. Participants were compensated for their time with a gift card.

Questions asked:

What are your current health management practices? Who do you rely on for advice on managing your health?

Most participants reported having a primary care physician and relying on them for advice on managing their health. Some participants also mentioned using mobile apps to track their physical activity, food intake, and medication adherence. However, many felt overwhelmed by the amount of health information available and found it difficult to make sense of it.

Have you ever used a mobile app for health? If so, which ones? What did you like/dislike about them?

About half of the participants reported using mobile apps for health, mostly for tracking their physical activity and food intake. However, some expressed concerns about the accuracy and reliability of the data generated by these apps, as well as privacy and security issues.

What features would you expect to see in a Population Health Management mobile app?

Most participants expressed interest in using a Population Health Management mobile app that would help them manage their health and wellness by providing personalized recommendations based on their health data. They also mentioned that the app should be easy to use, secure, and trustworthy. Some participants suggested including features such as medication reminders, appointment scheduling, and access to health resources and support.

How often would you use a Population Health Management mobile app? What would motivate you to use it?

Participants expressed interest in using a Population Health Management mobile app on a regular basis, as it would help them stay motivated and informed about their health. They mentioned that they would be motivated to use the app if it provided personalized recommendations based on their health data, was easy to use, and had features such as medication reminders and access to health resources and support.

What concerns do you have about using a mobile app for managing your health? (e.g. privacy, security, accuracy of data)

Generalist answer: Some participants expressed concerns about the privacy and security of their health data, as well as the accuracy and reliability of the data generated by mobile apps. They also mentioned that they would like to have control over their health data and be able to choose which information is shared with the app.

What do you think would be the biggest benefit of using a Population Health Management mobile app? What are the biggest challenges?

Participants mentioned that the biggest benefit of using a Population Health Management mobile app would be the ability to receive personalized recommendations based on their health data, which would help them stay motivated and informed about their health. The biggest challenges would be ensuring the accuracy and reliability of the data generated by the app, as well as addressing privacy and security concerns.

Is there anything else you would like to add about your experience with mobile apps for health or your expectations for a Population Health Management mobile app?

Some participants mentioned that they would like to see more integration between different health apps and platforms, so that they can easily access and manage their health data in one place. They also mentioned that they would like the app to provide them with actionable insights and recommendations, rather than just raw data.

Information Architecture

Use Case - Explore program + Book Appointment + Consultations ( user flow )

Use Case - Appointment requirements ( lab test, flue vaccine, follow up, Member Enrollment to “mental health program, Wellness / Smoking Cessation appointment” )