We approached the problem by first understanding the complex domain through secondary research. We looked at existing adherence efforts by other companies, their methods and their data. In parallel we also spoke with subject matter experts such as senior executives in the company, doctors and behavioral psychologists as well as with patients and caregivers. Based on a combination of secondary and primary research, we were able to map out a patient journey over five phases that took into account both the conscious as well as the subconscious aspects of their behavior. This model was then validated with psychologists and consumer behaviour experts. The model helped us appreciate and convey the full complexity of the problem.

After multiple rounds of iterative brainstorming and prioritization, we agreed upon three interventions to prototype. We created four groups of users for the prototype. The first three groups were exposed to one intervention each and the fourth group was exposed to all three interventions simultaneously. Every aspect of the prototype was mapped out and planned out in detail using scripts, flowcharts and journeys. We established partnerships with startups and other stakeholders where appropriate. We also defined clear metrics.

After four months of in-market piloting and iterating the model based on feedback and learnings, we arrived at a final design. We then helped the client design and develop a technology platform to build a cohesive experience for patients consisting of the various elements