Use Case: Kiwi Health

 

In this article, we’ll walk through:

• The use cases of each essential feature of Workshop, using the fictitious company Kiwi Health as a guide.

After reading this documentation, you will:

• know what the essential features of a Workshop configuration are.
• know how to use each core feature of Workshop to create a configuration for your team.
• know how to determine where information should be categorized, and how.

 

Company Use Case:

Kiwi Health (a fictitious company)

• Behavioral Health Coaching - Digital health company
• Personalized Goals focused on Weight Loss
• Service Details:
• Home stamina and fit-test analysis kits are used to supply initial baseline data.
• Participants’ ongoing biometric data is imported from their FitBits.
• They also have an app and a web portal that helps people interpret the results and suggests lifestyle changes,  in particular with a fitness plan derived from the results of the kit.
• Web portal/app also has content around recipes and exercise.
• Coaches and mentors pair with participants to provide service. Kiwi Health also has a robust Helpdesk, and an Admin team that manages the coach workflow.
• Participant journey includes video chat/phone calls and check-ins where detailed notes are taken, structured learning materials that are emailed to participants, and various feedback sessions where goals are set and evaluated.

 

Workshop Use Case:

Kiwi Health is creating their first Welkin configuration using Workshop. We will walk through the the design process for this together below.

Program

Program progression → creating Phases

Kiwi Health has 3 distinct Phases (program states or progressions) for users. Phases are the building blocks to the overall Program created in Workshop.

To determine if a specific patient stage or progression is a Phase, you can ask yourself if the program state has these general attributes:

• Do participants at any stage of the program receive similar interventions or assessments?
• Do participants move through a progression, possibly staying in this state of care, intervention, or outreach until a triggering event?
• Do Welkin users offer similar levels of care and outreach to that group, and different levels for others based on their state or progression?

When creating a Phase, the answer to one or all of the questions would generally be yes.

Roles

Who will be using the platform → Roles

Kiwi Health has 4 Roles (a group of people who use the platform) that have various levels of patient interaction - coaches, mentors, helpdesk technicians, and team administrators.

To determine if a person or group should be represented as a Role, you can ask yourself:

• Will the person or group of people use Welkin directly?
• Does the person or group of people have a different level or focus of patient interaction than others?

When creating a Role, the answer to one or both of those questions would generally be yes.

 

Actions

Set actions that my coaches should be able to do

Kiwi Health has a robust set of Actions that their coaches make in support of their participants, including but not limited to: Calling, Emailing, administering Assessments, and following care-designed Care Flows. Each set of Actions can be added to the “Action Bar,” so that Kiwi Health coaches can access them from a Patient Profile.

The most frequent Actions that a coach will make should appear in the Action Bar , while the remaining Actions can be accessed from the “More” drop-down.

To determine if an Action should be in the Action Bar, you can ask yourself:

• Will this Action be needed on a consistent basis to provide care or service?

When configuring an Action, the answer to this question would generally be yes.

 

Side Bar / Patient Profile

Core elements → Side Bar - what at a glance information is going to help coaches do their jobs?

Kiwi Health coaches use participants’ biometric data, pulled from FitBit and their initial analysis kit, to make ongoing informed decisions about participant progress and support. Mentors send fitness content to participants, and review feedback on what they have liked or found useful.

The most pertinent information for administering care, getting up to speed, and sharing information with other team members should be available in the Side Bar.

To determine if specific information should be in the Side Bar, you can ask yourself:

• Do team members need this information to provide care or service?
• Will this information be needed to make decisions?

When enabling a Side Bar section, the answer to one or both of those questions would generally be yes.

 

Appointment Prompts

Content → Creating Call Types

Kiwi Health has various Appointment types -—from video chats with mentors to set goals to phone calls with coaches to review Assessments—their program runs on various communications types coupled with specific actions or outputs in mind. Their team would like to create specific Appointment Prompts to distinguish why the care provider is contacting the participant, and how they are contacting them. They would also like to provide some instructions for each interaction.

To accomplish this, Kiwi Health can create Appointment Prompts (a feature that allows you to classify the types of interactions you have) to map to the kinds of activities their team will perform, such as “Onboarding Call” and “Goal Setting Chat,” and also include guidance on how they can perform the Appointment (such as scripting or other notes).

To determine if an interaction should be categorized as an Appointment Prompt, you can ask yourself:

• Will care providers benefit from having guidance for these Appointments, in the forms of scripts or calls to action?
• Do we want to create tailored messages that call out the specific reason for an interaction (ie: “Goal Setting”)?
• Does our team want to segment and view metrics for specific types of interactions (ie: “Onboarding Calls”)?

When creating an Appointment Prompt, the answer to one or all of those questions would generally be yes.

 

Assessments

Content → Assessments

Kiwi Health coaches and mentors provide various Assessments to their program participants. These Assessments vary from feedback forms and simple “yes or no” questionnaires, to extensive health questions that inform personalized care plans. Assessments can also be created with conditional logic, with different questions rendering based on input.

Each style of Assessment can be created or modified in Workshop, so that team members can access them to use with all participants.

To determine if information should be included in an Assessment, you can ask yourself:

• Will these questions be asked of all participants, in the same manner?
• Is there conditional logic, for which toptional questions should render based on the response?
• Should the responses be documented and recorded?

When creating an Assessment, the answer to one or both of those questions would generally be yes.

 

Assessment workflows

Finish the onboarding Assessment, automatically move participant to coaching program

All of the Assessments that Kiwi Health administers impact the personal care they receive, while some also trigger specific results. New Kiwi Health users take an onboarding survey, and upon completion they then become an active participant. Using Workshop, their team can automate this behavior by creating an Assessment-triggered workflow; each time a user completes an onboarding survey they will then be automatically moved to the next Phase with no action needed from the Kiwi Health team.

To determine if an Assessment should trigger an event, you can ask yourself:

• Will a response always be wanted or needed based on completion of this Assessment?
• Will your team operate more efficiently with this workflow being automated?

When creating an Assessment workflow, the answer to one or both of those questions would generally be yes.

 

Email Templates

Content → Email Templates

Kiwi Health coaches and mentors send frequent emails to participants to keep in contact, and monitor their progress, as well as their satisfaction, with the program. Some of those emails are personal notes sent by team members, others are strictly formatted, and some are a mix of the two.

Creating Email Templates in Workshop allows for the team to have the standard formatted emails ready for use without recreating the wheel each time. Since some of their emails are slightly more personalized, but still consistent in their messaging, it’s helpful to store them as  templates. Coaches and mentors have the ability to edit the template content within Welkin, enabling them to personalize their messaging while saving time by having pre-filled content.

To determine if content should be turned into an Email Template, you can ask yourself:

• Will this information be sent to all participants, in the same manner?
• Does our team want to have consistent styling and messaging for this outreach?
• Will the care team benefit from having most of this content created for them, so that they can edit or simply send it?

When creating an Email Template, the answer to many or all of those questions would generally be yes.

 

Care Flows

Content → Care Flows

Kiwi Health has specific Care Flows that coaches and mentors use to provide care for participants, which include everything from a detailed onboarding plan to setting weight loss and fitness goals. They would like to keep the administration of care consistent across all participants, regardless of care provider, and also need to clearly identify various team members as owners for different portions of each Care Flow. Creating Care Flows allow Kiwi Health to create structured care management workflows for their team members to follow.

To determine if workflows should be organized into a Care Flow, you can ask yourself:

• Are these standard workflows that will be administered to all participants, either overall or within a certain Phase or care group?
• Is it important that information recorded during these workflows be documented?
• Are there a cohesive set of Assessments, Tasks, or Appointments that are related or necessary to this workflow?
• Will various team members need to be assigned ownership over portions of this workflow?

When creating a Care Flow, the answer to many or all of those questions would generally be yes.

 

Alerts

Notify team members of specific events based on their Role

Kiwi Health has a number of team members that they want to keep updated on various incidents as they occur, so that they can take the appropriate next steps. Coaches and mentors need to stay up-to-date on patient milestones, like Goals achieved, while team administrators need to be alerted when feedback is submitted.

Using Workshop, Kiwi Health can create Alerts (notifications that appear within a user’s Welkin Inbox) that notify users when there is a specific event that they should be aware of, which could be anything from Appointment reminders  to general notifications designed to render for all of the users assigned to a specific Role.

To determine if information should be delivered via an Alert, you can ask yourself:

• Do team members or care providers need to be notified of this event, either individually or based on their Role?
• Are there actionable follow-ups that need to take place a result of the event?
• If this event were to be overlooked, would someone not receive the care that they need?

When creating an Alert, the answer to many or all of those questions would generally be yes.

 

Appointment Reminder

Day before the appointment, remind the Patient of an appointment

Kiwi Health workflows have a lot of moving parts. One of the primary concerns of the Team Administrators is that a patient may miss a scheduled call or video chat.

To avoid this, they can create a reminder for the patient that they have an upcoming appointment, essentially a reminder for the next day’s appointment.

To determine if an Alert should have a day before Reminder you can ask yourself:

• Would having a reminder the day before reduce patients missing their appointments?

When creating an Appointment Reminder, the answer to those questions would generally be yes.

 

Processes

Tying it all together - Processes

Kiwi Health prides itself on the simplicity of it’s program, but the workflows to achieve that simplicity are carefully constructed. Conditions dictated by the program trigger specific events, which determines user workflow. For example, when a participant updates a Care Flow Goal with their coach, the participant’s mentor must be notified in order to share subject-specific content with them. The coach must also create a new Care Flow to track the Tasks and progress of the newly identified Goal.

The Kiwi Health team can design a Process (a reaction or set of reactions that occur based on an event) to ensure that an Alert is sent to a mentor when a Goal is updated, and to trigger a new Care Flow template to render in the Patient Profile immediately upon the coach editing the participant’s Goal.

To determine if a sequence of events should be automated by a Process, you can ask yourself:

• Should a certain event, either in general or based on who triggers it, be the basis for a set of workflows or Actions?
• Are there events and reactions you want to standardize within your Program?
• Is this the right time to automate a workflow (for example, a Phase change)?

When creating a Process, the answer to those questions would generally be yes.