Client
Client
Client
Sanofi Genzyme Italy
Sanofi Genzyme Italy
Sector
My role
Healthcare
My role
My role
Service Designer, UX/UI Design Lead, and Visual Designer
Service Designer, UX/UI Design Lead, and Visual Designer
Tools mix
Tools mix
Tools mix
User research, persona modeling, concept development, prototyping, and UX testing
User research, persona modeling, concept development, prototyping, and UX testing
Project time
Project time
9 months
9 months
The challenge
The challenge
The challenge
The challenge
The challenge
By entering the SUGAR 2019-2020 program, Sanofi Genzyme Italy and students from the Politecnico di Milano and the University of Modena and Reggio Emilia partnered to front the company’s challenge of improving the quality of life of multiple-sclerosis and oncology patients.
The company proposed this area of focus as they identified one common issue amongst both diseases: with recent improvements in treatments, patients are living much longer than before. Meaning they are now facing the challenge of living with physical, emotional, and social issues that persist over long periods.
By entering the SUGAR 2019-2020 program, Sanofi Genzyme Italy and students from the Politecnico di Milano and the University of Modena and Reggio Emilia partnered to front the company’s challenge of improving the quality of life of multiple-sclerosis and oncology patients.
The company proposed this area of focus as they identified one common issue amongst both diseases: with recent improvements in treatments, patients are living much longer than before. Meaning they are now facing the challenge of living with physical, emotional, and social issues that persist over long periods.
By entering the SUGAR 2019-2020 program, Sanofi Genzyme Italy and students from the Politecnico di Milano and the University of Modena and Reggio Emilia partnered to front the company’s challenge of improving the quality of life of multiple-sclerosis and oncology patients.
The company proposed this area of focus as they identified one common issue amongst both diseases: with recent improvements in treatments, patients are living much longer than before. Meaning they are now facing the challenge of living with physical, emotional, and social issues that persist over long periods.
By entering the SUGAR 2019-2020 program, Sanofi Genzyme Italy and students from the Politecnico di Milano and the University of Modena and Reggio Emilia partnered to front the company’s challenge of improving the quality of life of multiple-sclerosis and oncology patients.
The company proposed this area of focus as they identified one common issue amongst both diseases: with recent improvements in treatments, patients are living much longer than before. Meaning they are now facing the challenge of living with physical, emotional, and social issues that persist over long periods.
By entering the SUGAR 2019-2020 program, Sanofi Genzyme Italy and students from the Politecnico di Milano and the University of Modena and Reggio Emilia partnered to front the company’s challenge of improving the quality of life of multiple-sclerosis and oncology patients.
The company proposed this area of focus as they identified one common issue amongst both diseases: with recent improvements in treatments, patients are living much longer than before. Meaning they are now facing the challenge of living with physical, emotional, and social issues that persist over long periods.
The solution
The solution
The solution
The solution
The solution
Fuel, a service system that helps patients to manage chronic fatigue, find helpful resources tailored to their daily needs, and better communicate with caregivers and medical staff. With an application system for both patients and caregivers, Fuel also helps the patient’s support system to understand the patient’s journey and provide adequate support, if needed.
Fuel, a service system that helps patients to manage chronic fatigue, find helpful resources tailored to their daily needs, and better communicate with caregivers and medical staff. With an application system for both patients and caregivers, Fuel also helps the patient’s support system to understand the patient’s journey and provide adequate support, if needed.
Fuel, a service system that helps patients to manage chronic fatigue, find helpful resources tailored to their daily needs, and better communicate with caregivers and medical staff. With an application system for both patients and caregivers, Fuel also helps the patient’s support system to understand the patient’s journey and provide adequate support, if needed.
Fuel, a service system that helps patients to manage chronic fatigue, find helpful resources tailored to their daily needs, and better communicate with caregivers and medical staff. With an application system for both patients and caregivers, Fuel also helps the patient’s support system to understand the patient’s journey and provide adequate support, if needed.
Understanding the problem
Understanding the problem
Understanding the problem
Understanding the problem
Understanding the problem
Before developing the service concept, we conducted a first research phase to deepen our understanding of quality of life, both diseases in the Italian context, and to narrow the scope of the project to focus on a specific opportunity area. This desk research and interactions with patients, their caregivers, and experts in several medical fields led to the discovery of three shared struggles amongst oncology and multiple sclerosis patients:
Before developing the service concept, we conducted a first research phase to deepen our understanding of quality of life, both diseases in the Italian context, and to narrow the scope of the project to focus on a specific opportunity area. This desk research and interactions with patients, their caregivers, and experts in several medical fields led to the discovery of three shared struggles amongst oncology and multiple sclerosis patients:
Before developing the service concept, we conducted a first research phase to deepen our understanding of quality of life, both diseases in the Italian context, and to narrow the scope of the project to focus on a specific opportunity area. This desk research and interactions with patients, their caregivers, and experts in several medical fields led to the discovery of three shared struggles amongst oncology and multiple sclerosis patients:
Before developing the service concept, we conducted a first research phase to deepen our understanding of quality of life, both diseases in the Italian context, and to narrow the scope of the project to focus on a specific opportunity area. This desk research and interactions with patients, their caregivers, and experts in several medical fields led to the discovery of three shared struggles amongst oncology and multiple sclerosis patients:
01
01
Relationship conflicts
Relationship conflicts
Relationship conflicts
How might we help patients and caregivers manage the negative effects chronic illness has on their relationship?
How might we help patients and caregivers manage the negative effects chronic illness has on their relationship?
How might we help patients and caregivers manage the negative effects chronic illness has on their relationship?
How might we help patients and caregivers manage the negative effects chronic illness has on their relationship?
02
02
Social isolation
Social isolation
Social isolation
How might we help patients feel less isolated and connect with people who are going through their same journey?
How might we help patients feel less isolated and connect with people who are going through their same journey?
How might we help patients feel less isolated and connect with people who are going through their same journey?
How might we help patients feel less isolated and connect with people who are going through their same journey?
How might we help patients feel less isolated and connect with people who are going through their same journey?
03
03
Disease-related fatigue
Disease-related fatigue
How might we help patients spend their energy more efficiently so they feel accomplishment at the end of the day?
How might we help patients spend their energy more efficiently so they feel accomplishment at the end of the day?
How might we help patients spend their energy more efficiently so they feel accomplishment at the end of the day?
How might we help patients spend their energy more efficiently so they feel accomplishment at the end of the day?
How might we help patients spend their energy more efficiently so they feel accomplishment at the end of the day?
Furthermore, we uncovered that opportunity areas 01 and 02 appeared to be heightened by opportunity area 03. This because disease-related fatigue, a seemingly unpredictable and recurrent sense of physical and mental exhaustion that interferes with the patients’ functioning, affects how they relate to others and the ability of others to offer the right support, severely impacting their quality of life.
Getting to know our users
Getting to know our users
Getting to know our users
Getting to know our users
Getting to know our users
After determining our opportunity area for improving patients’ quality of life, and considering that our service should reach the largest possible number of users, we deep-dived into our previous field research. Here, we performed several exercises with our users, like card sorting, journaling, and prototyping. Then, empathy maps helped us identify emerging patterns and themes, which resulted in the definition of nine mindsets, 5 for patients and 4 for their caregivers.
After determining our opportunity area for improving patients’ quality of life, and considering that our service should reach the largest possible number of users, we deep-dived into our previous field research. Here, we performed several exercises with our users, like card sorting, journaling, and prototyping. Then, empathy maps helped us identify emerging patterns and themes, which resulted in the definition of nine mindsets, 5 for patients and 4 for their caregivers.
After determining our opportunity area for improving patients’ quality of life, and considering that our service should reach the largest possible number of users, we deep-dived into our previous field research. Here, we performed several exercises with our users, like card sorting, journaling, and prototyping. Then, empathy maps helped us identify emerging patterns and themes, which resulted in the definition of nine mindsets, 5 for patients and 4 for their caregivers.
After determining our opportunity area for improving patients’ quality of life, and considering that our service should reach the largest possible number of users, we deep-dived into our previous field research. Here, we performed several exercises with our users, like card sorting, journaling, and prototyping. Then, empathy maps helped us identify emerging patterns and themes, which resulted in the definition of nine mindsets, 5 for patients and 4 for their caregivers.
They are
RRMS patients 30 years and older, oncology patients undergoing treatments for prolonged periods, and their caregivers.
Their behaviour
They range from the highly proactive, those who are trying to create a new situation for themselves, to the highly reactive, those who are ready to react but not act on their own.
Their barriers
They are affected by the disease and react to it differently, which means they all have different main needs the service has to tackle to improve their interactions (with fatigue and others) and their quality of life.
User personas (PDF)
Case studies review
Case studies review
Case studies review
Case studies review
Case studies review
After desk and field research, we performed benchmarking to understand the market offering, how current services and products are measuring mental and physical fatigue, and how they keep people motivated, engaged, informed, and connected. We focused on wearables and service projects, including phone applications. We discovered:
After desk and field research, we performed benchmarking to understand the market offering, how current services and products are measuring mental and physical fatigue, and how they keep people motivated, engaged, informed, and connected. We focused on wearables and service projects, including phone applications. We discovered:
After desk and field research, we performed benchmarking to understand the market offering, how current services and products are measuring mental and physical fatigue, and how they keep people motivated, engaged, informed, and connected. We focused on wearables and service projects, including phone applications. We discovered:
After desk and field research, we performed benchmarking to understand the market offering, how current services and products are measuring mental and physical fatigue, and how they keep people motivated, engaged, informed, and connected. We focused on wearables and service projects, including phone applications. We discovered:
After desk and field research, we performed benchmarking to understand the market offering, how current services and products are measuring mental and physical fatigue, and how they keep people motivated, engaged, informed, and connected. We focused on wearables and service projects, including phone applications. We learned:
01
01
01
Internal and external accountability can push people to adapt and change their behaviors (Forest, Noom, Fabulous)
Internal and external accountability can push people to adapt and change their behaviors (Forest, Noom, Fabulous)
Internal and external accountability can push people to adapt and change their behaviors (Forest, Noom, Fabulous)
Internal and external accountability can push people to adapt and change their behaviorss (Forest, Noom, Fabulous)
02
02
02
02
Users are more likely to kick-start interactions with others when nudged/helped by tools (Flo, Shine)
Users are more likely to kick-start interactions with others when nudged/helped by tools (Flo, Shine)
Users are more likely to kick-start interactions with others when nudged/helped by tools (Flo, Shine)
Users are more likely to kick-start interactions with others when nudged/helped by tools (Flo, Shine)
03
03
03
Performing simple daily exercises can help as motivator and for self-awareness, leading to shifts in behavior (Sanity and Self, Calm)
A single product can address the needs of groups of people (Taizo Robot)
A single product can address the needs of groups of people (Taizo Robot)
04
04
04
04
Information can empower users, and empowered users can become more proactive (MS Fatigue Fix)
Information can empower users, and empowered users can become more proactive (MS Fatigue Fix)
05
05
05
Tailored-made content plays a role in keeping users engaged (PatchAI)
Tailored-made content plays a role in keeping users engaged (PatchAI)
06
06
06
Real-time monitoring is best when gathering fatigue-related data (Empatica)
Real-time monitoring is best when gathering fatigue-related data (Empatica)
07
07
07
Useful fatigue-related data can be acquired without patient inputs (I-Prognosis)
Useful fatigue-related data can be acquired without patient inputs (I-Prognosis)
Useful fatigue-related data can be acquired without patient inputs (I-Prognosis)
Design guidelines
Design guidelines
Design guidelines
Design guidelines
Design guidelines
After collecting insights and synthesizing them to define our user base and narrow our project aims, we finished the synthesis process by defining our design guidelines, which were informed by both the previous research and the benchmarking. These principles would guide us when developing our solution.
After collecting insights and synthesizing them to define our user base and narrow our project aims, we finished the synthesis process by defining our design guidelines, which were informed by both the previous research and the benchmarking. These principles would guide us when developing our solution.
After collecting insights and synthesizing them to define our user base and narrow our project aims, we finished the synthesis process by defining our design guidelines, which were informed by both the previous research and the benchmarking. These principles would guide us when developing our solution.
After collecting insights and synthesizing them to define our user base and narrow our project aims, we finished the synthesis process by defining our design guidelines, which were informed by both the previous research and the benchmarking. These principles would guide us when developing our solution.
01
Flexibility
Providing users with ways to accomplish their objectives without feeling restrained.
02
Sense of control
Igniting proactivity by taking away a part of the symptom's unpredictability.
03
Reaching out
Transforming reaching out into a normal element of the user’s daily routine, since asking for help is not always an automatic action for patients.
04
Motivation
Encouraging users, helping them feel accomplished, and providing a space to connect with others, since finding daily motivation helps them to better accept and cope with the disease.
Design development
Design development
Design development
Design development
Design development
Based on the insights gained from our research, we defined Fuel, an digital service that helps patients understand their fatigue level, how it behaves, and the factors that affect it, while accessing strategies to minimize the effect these factors have on their fatigue. At this stage, we returned to desk and field research with experts to understand how to measure and possibly, predict fatigue.
Based on the insights gained from our research, we defined Fuel, an digital service that helps patients understand their fatigue level, how it behaves, and the factors that affect it, while accessing strategies to minimize the effect these factors have on their fatigue. At this stage, we returned to desk and field research with experts to understand how to measure and possibly, predict fatigue.
Based on the insights gained from our research, we defined Fuel, an digital service that helps patients understand their fatigue level, how it behaves, and the factors that affect it, while accessing strategies to minimize the effect these factors have on their fatigue. At this stage, we returned to desk and field research with experts to understand how to measure and possibly, predict fatigue.
Based on the insights gained from our research, we defined Fuel, an digital service that helps patients understand their fatigue level, how it behaves, and the factors that affect it, while accessing strategies to minimize the effect these factors have on their fatigue. At this stage, we returned to desk and field research with experts to understand how to measure and possibly, predict fatigue.
Here, we understood that for our data to be most reliable, we needed to monitor a set of different parameters in patients instead of just one. This way, we could intersect the outcome and hopefully spot the fatigue-related changes. We chose parameters that showed a balance between ease of measurement and the accuracy and the quality of the data they would provide since the research highlighted that monitoring should avoid burdening the user. We selected:
Then, our tech team started the process of developing and training an AI algorithm to recognize emergent patterns in people’s physiological parameters, to obtain the users’ fatigue trends, and eventually, predict how it will evolve in the short term.
For this, I created an Android application that we released into the Italian Google Play Store and shared with patients and a control group (people not suffering from disease-related fatigue or other conditions).
View clickable prototype
Concept testing, wireframing & prototyping
While our application collected data on fatigue, we continued to develop the Fuel service idea with our users. For this, we created low-fidelity digital prototypes in Adobe XD to test the general structure and possible functions in usability tests. However, since we wanted to understand which offerings and functionalities were of value to our users, these sessions were a hybrid between testing and co-designing (concept walkthroughs).
Here, the testers interacted with the prototypes with a faciliator from the team, while another team member took notes. Before each round, we prepared a short survey for the participants so we could personalize their individual test to transform it to the closest version of what the application would do in real-life.
Information architecture
Based on the insights gained from the initial concept and functions testing with our patients and caregivers, we defined the user flow diagrams for Fuel.
Complete user flow (PDF)
Complete user flow (PDF)
Wireframing, Prototyping & Usability-Testing
I then created high-fidelity prototypes supplemented with clickability in Adobe XD to share again with patients, their caregivers, and UX/UI experts. Here, the tests revealed small vulnerabilities in the structure of the user interface, in some formulations, and interactions. Additionally, the testers asked smart questions, which led to further improvements.
Outcomes
Outcomes
Outcomes
Outcomes
Outcomes
We then polished the Fuel application for patients, which would allow them to understand their fatigue level and how it behaves while understanding the factors affecting it and accessing strategies to minimize these effects. Since medical advice sometimes doesn’t fit their realities, patients can ask and share practical advice. And finally, they can easily share the complexities of their disease with their medical staff while also choosing to disclose their status in real-time to their loved ones.
We then polished the Fuel application for patients, which would allow them to understand their fatigue level and how it behaves while understanding the factors affecting it and accessing strategies to minimize these effects. Since medical advice sometimes doesn’t fit their realities, patients can ask and share practical advice. And finally, they can easily share the complexities of their disease with their medical staff while also choosing to disclose their status in real-time to their loved ones.
We then polished the Fuel application for patients, which would allow them to understand their fatigue level and how it behaves while understanding the factors affecting it and accessing strategies to minimize these effects. Since medical advice sometimes doesn’t fit their realities, patients can ask and share practical advice. And finally, they can easily share the complexities of their disease with their medical staff while also choosing to disclose their status in real-time to their loved ones.
We then polished the Fuel application for patients, which would allow them to understand their fatigue level and how it behaves while understanding the factors affecting it and accessing strategies to minimize these effects. Since medical advice sometimes doesn’t fit their realities, patients can ask and share practical advice. And finally, they can easily share the complexities of their disease with their medical staff while also choosing to disclose their status in real-time to their loved ones.
For the patient’s caregivers, Fuel for caregivers helps them prepare for the practical and emotional challenges to come by helping them manage all the patient-related tasks, with everyone involved in the patient’s care. And, since both applications are connected, they can view the patient’s status in real-time to understand how to better support them and cope with it by accessing an expert-created library.
For the patient’s caregivers, Fuel for caregivers helps them prepare for the practical and emotional challenges to come by helping them manage all the patient-related tasks, with everyone involved in the patient’s care. And, since both applications are connected, they can view the patient’s status in real-time to understand how to better support them and cope with it by accessing an expert-created library.
For the patient’s caregivers, Fuel for caregivers helps them prepare for the practical and emotional challenges to come by helping them manage all the patient-related tasks, with everyone involved in the patient’s care. And, since both applications are connected, they can view the patient’s status in real-time to understand how to better support them and cope with it by accessing an expert-created library.
For the patient’s caregivers, Fuel for caregivers helps them prepare for the practical and emotional challenges to come by helping them manage all the patient-related tasks, with everyone involved in the patient’s care. And, since both applications are connected, they can view the patient’s status in real-time to understand how to better support them and cope with it by accessing an expert-created library.
Visual design
Visual design
Visual design
Visual design
Visual design
I created the brand and its visuals when working on the data collecting application and finished defining it while prototyping. First, I iterated from mood boards, then I developed a UI kit, and finally, the style guide.
I created the brand and its visuals when working on the data collecting application and finished defining it while prototyping. First, I iterated from mood boards, then I developed a UI kit, and finally, the style guide.
I created the brand and its visuals when working on the data collecting application and finished defining it while prototyping. First, I iterated from mood boards, then I developed a UI kit, and finally, the style guide.
I created the brand and its visuals when working on the data collecting application and finished defining it while prototyping. First, I iterated from mood boards, then I developed a UI kit, and finally, the style guide.
Reflecting on the process
Reflecting on the process
Reflecting on the process
Reflecting on the process
Conclusion
Conclusion
Conclusion
Conclusion
Understanding the patients’ needs is crucial for the future of the healthcare sector. However, European pharmaceutical companies like Sanofi Italy are very restricted when it comes to company-patient interactions, which is why open innovation projects like SUGAR, which are led by students outside of the sector, can act as a bridge between companies and patients. Their participation in these types of collaborations with universities can result in improving their competitive advantage; but also bring them closer to the users of their products and services, creating empathy and understanding.
Understanding the patients’ needs is crucial for the future of the healthcare sector. However, European pharmaceutical companies like Sanofi Italy are very restricted when it comes to company-patient interactions, which is why open innovation projects like SUGAR, which are led by students outside of the sector, can act as a bridge between companies and patients. Their participation in these types of collaborations with universities can result in improving their competitive advantage; but also bring them closer to the users of their products and services, creating empathy and understanding.
If we had more avaible time...
If we had more available time…
If we had more avaible time...
If we had more avaible time...
I would have done more iterations and test phases of the final digital application for both patients and caregivers that would involve A/B testing and click tests for the structuring of some elements, the wording of some actions, as well as preferences regarding the visual design. I would've continued to polish and work on the design style guide to create a more robust product.
Moving to digital
Moving to digital
Moving to digital
Moving to digital
We developed this project remotely during the COVID-19 pandemic, which not only affected outcomes but how we worked as a team and with our users. Collaborative tools like Google and Miro were paramount, as they allowed everyone to stay in tune and to work together from different areas of the country, proving, for us, that a digital post-it wall is as successful as a physical one.
We developed this project remotely during the COVID-19 pandemic, which not only affected outcomes but how we worked as a team and with our users. Collaborative tools like Google and Miro were paramount, as they allowed everyone to stay in tune and to work together from different areas of the country, proving, for us, that a digital post-it wall is as successful as a physical one.
We developed this project remotely during the COVID-19 pandemic, which not only affected outcomes but how we worked as a team and with our users. Collaborative tools like Google and Miro were paramount, as they allowed everyone to stay in tune and to work together from different areas of the country, proving, for us, that a digital post-it wall is as successful as a physical one.