Insight project lays the foundation for digital collaboration in complex patient pathways

GSK identified a need for better digital collaboration between different specialist groups involved in a demanding patient pathway, where haematologists, ophthalmologists, and patients currently communicate across different systems. Youwell carried out an insight and innovation phase to map needs and explore a digital concept that could bring better structure and collaboration to the pathway.

The challenge

Patients in this pathway are followed up by several specialists who must coordinate closely around the treatment. Communication between the professional groups involved currently happens across different systems, without a shared, structured information flow. At the same time, patients find it demanding to remember and communicate changes in their own health between consultations, while specialists spend much of the consultation time gathering information rather than on clinical prioritisation.

How Youwell addressed the challenge

Youwell carried out an insight phase based on Design Thinking methodology, with a kickoff workshop, interviews with specialists and patients, and mapping of the current user journey. The work resulted in a concept for a digital solution where the patient regularly logs symptoms and everyday status, and the specialist receives a structured summary of changes just before the consultation - giving a shared starting point for the conversation and a better basis for clinical decisions.

Results customers experience

• Structured insight into user needs through interviews with specialists and patients
• A mapped user journey that makes today's challenges and improvement opportunities visible
• A concrete concept sketch for a digital collaboration solution, ready as a basis for further development
• A shared understanding between GSK and the professional groups involved on the way forward