Process
Pivot conducted 13 1-on-1 virtual interviews with individuals from the main groups identified as potential users of the platform — patients, care providers, funders, and family doctors. The interviews helped us identify the needs, motivations and barriers each group faces, which we used to validate and enrich our series of six detailed personas — documents we would visit and revisit as we went through the process.
Another output from our interview synthesis was a series of 7 key themes, which helped us generate recommendations around functionality, messaging, and areas of focus for the app. One of the key themes was around the importance of building a voice for the app, which prompted us to conduct further interviews with program leaders, whom both patients and providers we’d interviewed credited to the success of the in-person group pain management program.