ResMed FreshAir
Enabling choice for people with sleep apnea

Overview

context
Sleep apnea is different from other diseases, it is something that people don’t want to think about. They just think " why can't I sleep?" Eighteen million of Americans suffer from the disease and those who do seek treatment face a complicated journey through the opaque healthcare system. Many sleep apnea patients end up quitting their therapy because of the lack of support and struggles that come with the lifestyle changes and poorly designed masks. ResMed, a medical manufacturing company, makes cloud-connected CPAP equipment used to treat sleep apnea.
problem
How can we provide a holistic service for people with sleep apnea?
solution
This project explores how connecting ResMed and patients through a mobile application could create a better service ecosystem for both parties. Our team designed a mobile AR application that enables customization and direct purchase of ResMed masks and accessories. It manages the life cycle of users products, uses AR for face fittings, and utilizes AR to customize feature for patients to co-create their own personal masks with ResMed.
project name
ResMed FreshAir
CMU Interaction Design Studio
techniques
stakeholder map
reverse assumptions
mobile app design
role
product designer
teammates
Cora Wang
Lena Li
Parker Nussbaum
timeframe
3 weeks

Understanding the Problem

drafting a stakeholder map to view relationships
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.
iterating on the stakeholder map to discover the leverage points
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.

Rapid Ideation

reverse assumptions to reframe the problem
To rapidly generate where our service can be best served, we ideated and came up with a list with dozens of assumptions and reversed them. We then prioritized the ones we thought could add the most value for ResMed.

Assumptions

  1. ResMed sells products through HME providers
  2. Patients need to go to a specialist for sleep apnea diagnosis
  3. Patients go to primary doctors for sleep problems
  4. ResMed devices are hard to wear

Reverse Assumptions

  1. ResMed does not sell products through HME providers
  2. Patients do not need to go to a specialist for sleep apnea diagnosis
  3. Patients do not go to primary doctors for sleep problems
  4. ResMed devices are not hard to wear
our solution spaces
  1. An intelligent application that enables consumer customization of ResMed device through AR application and personalized screens
  2. An application that syncs with a wearable product to help accurately pre-diagnose sleep apnea or create an intervention for users to get accurate diagnosis
  3. Direct B2C offering via mobile application on the best deals on products
  4. An application that sets up home POS for ResMed fittings and products
feedback
We pitched four potential solutions that we concluded through the reversed assumption activity to our peers and received positive feedback on the idea of an intelligent application that enables consumer customization through AR application and direct purchase from ResMed. Our main concern at this stage is the legal constraint involved regarding selling direct to consumers and why ResMed currently does not have such system in place.

Drafting Design Ideas

consulting an industry expert
To gain a clearer understanding of the industry, we reached out to Peter Weeks, Senior Researcher at Philips Health and Adjunct Professor at CMU. We learned that although sleep apnea devices require prescriptions, once a patient has a device, masks can be sold directly to consumer. We also learned that ResMed masks is compatible with non-ResMed devices as well. At current stage, Because HME's have thin margins and are only concerned with distributing medical products, many sleep apnea patients do not end up with the best products.
"The medical equipment provider chooses the product. It may be the one that insurance covers or maybe not. The device you get is determined by the equipment provider."
whiteboarding sketches for key flows
Our team decided to design an AR application that allows users to customize the color and design of the masks and accessories offered at ResMed. 
mid-fi wireframes for onboarding, profile, product list, AR, cart
We first started with designing the key aspects of the app including quiz to understand the patient, patient profile, product list for browsing and filtering, product details, AR feature and cart.

By enabling customization and AR fitting, customers now have flexibility in choosing masks and making direct purchase without going through multiple layers of stakeholders. 

Our Hero Component: AR

Using AR during set up to create a digital twin
In the setup process, we want to utilize AR to to measure the user’s face and create a digital twin for mask fitting. We took inspiration from Apple's face ID set up for our design.
proof of concept using SparkAR
My teammate, Parker, create a proof of concept in SparkAR to explore the AR functionality as well as to test how users might respond to the customization shopping aspect.

We used it to test how the user would interact with the screen. We discovered it was most intuitive to tap for color switching and swipe for product change.

Final Design

Home Screen


The home screen shows off the ResMed logo and gives the option to sign up or log in. Users can also change basic settings of the app or ask questions on sign up page before starting.

Design Rationale: to modernize the design, we forgoed ResMed's colors. But to keep the consistency, we took inspiration from ResMed's logo for the wavy shapes. We named our service Fresh Air because we felt given the complicated stakeholder process for patients, this new direct ResMed to patient service would be a "breath of fresh air".

Pre-screen Questions


Pre-screen questions help users setup their profile as and to customize product suggestions

Design Rationale: we designed the circle along with color changes to indicate status change based on which survey question user is on

Face ID with AR


Once user's are finished with the pre-screen questions, they are prompted to use their phone to capture the dimensions of their face and a digital twin of their face will be created. These are used to help determine what size their face is as to proscribe the right mask for them. This then will automatically be updated on their profile and will be auto filled in on future product searching.

Design rationale: we designed a light around the ring indicate the progress of measurement. We also automatically lets the user know their size and recommended items so that the user can try it on instantly.

Customer Profile

The profile page stores basic customer information, customer's mask and face information, and their preferences as proscribed from the pre-screen questions. It also shows the life span of current products they own.

Design rationale: we chose the sliding design to give the user more screen space, by tapping the bar, users will be able to see more details about their products and add replacements to the cart directly.

Product Catalog

The product view allows users to browse all hose, masks, and head gear. There is also filters to help users find specific products quicker, it automatically shows products based on your recommendations, and lets you know which products have AR visualization customization. Users can tap the cards to go into the product detail page.

Design Rationale: the dual product layout maximizes the space for products to be shown. We decided to use an icon for the AR link to draw attention to that feature. There may be a first user challenge in understanding what the icon does. However, we believe that this will be overcome quickly once the user tries it out.

AR Customization

The AR page allows customers to swipe between different products and to visualize the products directly on their face. It also gives users the ability to tap different components to customize the colors of the parts. Once they have a selection they like, they can add it directly to their cart and it will take them to the cart review page.

Design Rationale: we decided on tapping for color change and swiping for product change so the AR screen isn't cluttered.

Checkout

Users can review their cart contents and view final pricing. They are also able to edit the contents in their cart. If they swipe up, payment information will come up and they can submit to process. Once they press submit, their orders will be immediately added to their profile page and the status of the life cycle will automatically start once delivered.

Design rationale: to be consistent with the profile page, we chose the sliding design to give the user more screen space, by tapping the bar, users will be able to see more details about their payment details.

FreshAir Product Service System

value generated from app data
Our application serves to provide patients with a better medical experience. By providing sleep apnea patient with a value-add, we simultaneously generate passive and active data. Passive data includes the length of the users spend using the AR camera, frequency of app use, frequency of color and product changes, and app usage time. Active data includes the face sizes of users, user preferences for sleep apnea masks, user demographics, and user sleep habits.

Passive Data

  • The length of time users spend using the AR camera
  • Frequency of app use
  • Frequency of color and product changes
  • App usage time

Active Data

  • Face sizes of users
  • User preferences for sleep apnea masks
  • User demographics
  • User sleep habits
service ecology
Our application is central to a greater service ecology that we hold as part of our project vision. ResMed FreshAir serves as a positive symbiotic relationship between ResMed and the patient for the long run.

Retrospective

if I had more time....I would...
  • Explore how to involve the doctor in the ecosystem as well
  • Conduct usability testing with sleep apnea patients to see the effect of AR
if I could go back in time...I would...
  • Conduct user research on customers who have ResMed sleep apnea devices
  • rapid prototype a paper mask to empathize with users
  • Connect with ResMed to understand the back-end touch points and co-create value