Experience Principles

It’s not hard to engage people who are already highly engaged or interested in self-care. But how can we help those who aren’t? 

 

MINIMUM EFFORT, MAXIMUM HELP

Already so busy managing their health and personal life, the last thing Sage users want is a tool that is time consuming and exhausting to use. Sage should require minimal input and maintenance from users, while maximizing unprompted value to them.

Ways of bringing this principle to life:

  • Effortless interoperability: automatically connect smart devices to make data integration invisible
  • Proactive surfacing: track device usage to measure engagement and induce prompts accordingly

  • Emergency preparedness: use gps and patient profile data to locate contextually relevant care facilities


NO WAY TO FAIL

Sensitive to their failing health or feeling less capable than they want to be, Sage users crave moments of being in control. Sage should be supportive of their inquiries and forgiving of their mishaps, leaving no room for interpretation or frustrating dead ends.

Ways of bringing this principle to life:

  • Consistent navigation: maintain clear and consistent features throughout to create a “home base”

  • Unprompted tasks: provide easy to find suggested fast tracks to complete common actions  

  • Guided learning: accompany users through the interface so they learn by doing


AMPLIFIED HUMAN SUPPORT

Sage may be a digital tool, but not all of its functions are 100% digital. Sage users are more engaged knowing there is someone human on the other side who cares for them. Sage should guarantee voice or video communication assistance as a backup method for getting help.

Ways of bringing this principle to life:

  • Made by real people: highlight content is defined by humans so users know that it’s made with care

  • Transparent data channels: showcase where health data is going to so users understand the purpose

  • Approachable tone: use a friendly human tone that communicates in plain language to foster conversation

  • Human presence: emphasize there is always a live human to talk to via voice/video so users feel supported


UPLIFT SENSE OF SELF

Balancing health and life issues can be difficult, but patients are people before anything else. Sage users crave outlets for them to contribute value as individuals. Sage should provide opportunities that give purpose to their efforts and focus on what can be done, instead of what can’t.

Ways of bringing this principle to life:

  • Visualize progress: show users where they are during any given process so they know what to expect

  • Utility that is inviting: create an interface that anyone is able to use so they can comprehend quickly

  • Positive Framing: communicate the value of caregiving and managing their care to encourage engagement

  • Behavioral trends: demonstrate the value of achievements to help users recognize patterns over time