In order to understand the problem, our team first started making a stakeholder map. This involved identifying an exhaustive list of stakeholders that play a key role in the supply-chain of ResMed sleep apnea devices and patient experience including manufacturers, insurance providers, sleep study facilities, family, and bedmates.
We also started to connect the relationships between the key stakeholders such as how family members and bedmates would support the patient.
Our stakeholder map highlights the relationship between the Home Medical Insurance Provider (HME) and the patient, who often needs to bypass multiple layers of stakeholders in order to gain access to the sleep apnea device.
Patients who suffer from sleep apnea not only go through numerous doctors to get their therapy prescriptions, they also have to go through Home Medical Equipment providers (HME) to receive the actual CPAP machines, masks, and subscriptions for parts.
By building this preliminary understanding of the problem space, we realized that customers lack product choice and personal service when selecting masks for their sleep apnea devices.