The Challenge
Boston Scientific Neuromodulation (BSN) partnered with UEGroup to explore improvements to their SCS pain management system. A previous engagement uncovered key pain points in remote use, charging, and emotional barriers to signing up. One recommendation was a Journey App to support patients emotionally, simplify control access, and connect reps with implant and patient-reported data. BSN asked us to create the 0-1 design for this concept, focusing first on the trial experience as a foundation for the full treatment journey.
My Role
I was the lead designer on this project. Working with the researchers, I helped synthesize the findings into a product vision and feature set that would overcome key pain points and capitalize on missed opportunities. Once the features were defined, I brought the features to life in wireframe format, working with a visual designer and developers to increase the fidelity to a coded prototype.
The Results
A supportive, easy-to-use experience that improves convenience and reduces the technical stress of the trial process. It simplifies complex tasks like remote reprogramming, making them accessible to all patients. Combined patient-entered and implant-collected data gives reps real-time visibility into trial progress, enabling better support and improving trial-to-permanent conversion rates
3
91%
How we did it
A journey in empathy, learning the contextual and emotional influences that lead to trial success.
Discovery
How SCS Therapy Works
Boston Scientific offers an SCS pain management system that uses an implant and leads to disrupt nerves communicating pain signals. Patients are given a remote and a charger to use the system. They need to switch settings based on their activity and charge the implant depending on the frequency/intensity of use. The therapy is extremely helpful in managing pain, but it does not eliminate pain entirely and introduces a new buzzing sensation.
Patients have the opportunity to try the system out before the device is implanted to ensure the treatment is worth the tradeoffs. During the trial, reps work with the patients to figure out optimal settings, manage expectations, and help patients transition to their new life.
Defining desirable features/priorities throughout the patient journey
Discovering SCS
Help patients and caregivers learn about and control their pain.
Allow patients and caregivers to reach out to others experiencing the same thing.
Set accurate expectations of pain relief and the typical challenges of SCS patients.
Journey through Trail
Take into account users’ individualized ways of dealing with their own symptoms.
Help patients and caregivers feel like they are a part of something bigger than themselves.
Address negative feelings and provide mental health assistance.
Encourage users to have achievable goals as they recover from surgery.
Living with SCS
Address negative feelings and provide mental health assistance.
Keep a history of the user’s pain, so others can evaluate it and learn from it.
Contain everything related to the user’s doctor’s visits and SCS therapy.
Help the user stay pain free and come off of and/or stay off of medications.
Encourage users to do what they love everyday, whether that’s walking their dog, painting, or whatever else they enjoy and find rewarding.
Design Iterations
Opportunity
Improve access to reprogramming & accurate program evaluation
The efficacy of stimulators seems to decrease over time for patients. Program adjustments are never-ending, requiring common interactions with reps and challenging conversations about pain intensity and physical sensations.
Reps want to be more available for patients, but currently, reprogramming has to happen in person. Reps can pull data from the device, but conversations are key to understanding the context of a program's fail points.
"[SCS therapy] has been a Godsend, but no matter how many times they program, it’s not perfect."
SCS patient from ethnographies
Design exploration
Remote reprogramming and communication tools
Remote reprogramming would be a game changer for patients to receive better care. They would not need to wait for open in-office appointments, manage travel, or feel guilty for requesting help. Remote programming introduces new communication and technology challenges.
The design maintains a personal connection with the rep by using video calling. This also allows the rep to pick up on facial cues when programs are working.
Communication tools are incorperated to make up for the lack of visibilty to the full body or hand gestures. These tools are prompted by the rep and answers recorded
Status indicators make the connection clear and indicate to both parties that the device is behaving as expected. Usability testing confirmed that the approach was usable and clear, with some recommendations for improvement to address in refinements.
Opportunity
Address emotional and behavioral factors influencing pain perceptions
By the time patients are exploring this option, their lives have already been drastically impacted by pain for years, leaving patients feeling isolated. Feelings of depression, anxiety, and lack of control increase the impression of pain.
Part of successful treatment is getting patients back to their previous lives as they become more capable, so they can focus on the positives and not the leftover pain.
Design exploration
Focus on healthy goals over pain scores
Pain scores are a common method used to track changes over time, but this reinforces pain as a focal point in their lives, making symptoms feel worse. Habits that improve mental health and emotional awareness improve pain perception, so we wanted the design to flip the data collection process. Focus on goal setting and how patients are feeling over pain alone. This provides a healthier mindset for the patient and provides more contextual data for their doctor and rep.
The initial design has patients set a goal with the rep. The goal is then broken into small manageable steps the correlate to their healing process. The patient is encouraged to respond as they complete the steps, reflecting on their emotional state, why they feel that way, and their pain levels.
This all gets sent to the rep portal so the rep can guide the conversation to significant moments, making appointments more efficient, but also more personal and valuable.
Reactions to emotionally supportive features
Participants appreciated the personal goal setting that would help guide their recovery beyond pain scores and medication. They expected that the data would be shared with their rep and doctors to help inform their programming and care.
"It would be nice to have somebody kind of paying attention to me because… It's not that I feel alone. I don't want this to come off strong… I just kind of feel forgotten."
SCS patient from ethnographies
The Refined Design
Improved trial experiences through connection & communication.
Features Cultivating Support
Positive stories, personal connection with SCS patient ambassador and easy access to sales rep, "high-five" community engagement, and peaceful imagery reinforce an uplifting and supportive tone.
Familiar Framework
Patients reported using social media like Facebook to stay connected socially and to engage the SCS community. The primary information sharing and activity points are surfaced in a social media-inspired scrolling pattern, grounding the interface in familiarity.
Uplifting Tone
Beyond the goal-setting and self-reflection features, the tone is created with detailed choices. It is approachable with friendly language, background imagery, and rounded iconography. It is energized with saturated colors and aspirational photography.
