A digital platform for the healthcare services of cognitive decline

The strategy adopted involved deconstructing the complexity and analyzing the ecosystem of relationships that exist between various stakeholders throughout the care pathway. This was possible through a process of listening and co-designing moments participated by both experts and the stakeholders themselves, allowing us to identify the main needs and challenges to address.

Through a first strategic workshop, together with some of the company’s key figures and managers, we worked on redefining the values and the most significant stages of the client-experience, and built a future scenario capable of guiding its evolution. During the next phase, we conducted a series of one-on-one interviews with the store managers of the different stores to map and understand the needs, strengths, and critical issues related to the current in-store experience, privileging the perspective of the retail teams. A desk research phase enabled us to map inspirational cases and best practices in the training world.

Subsequently, we conducted a series of qualitative interviews with some of the identified stakeholders and mapped the entire care pathway for patients with cognitive decline, from early warning signs to facility admission. The first phase ended with desk research dedicated to collecting inspirational case studies, which we later shared with partners during the ideation phase to stimulate the generation of ideas related to the platform.

The points emerged during the interviews and the results of the desk research led us to the second phase of the project: ideation and co-design of the platform. At Zucchetti Healthcare’s headquarters in Rovereto, together with academic experts from Bocconi University, Zucchetti technology experts, RSA technicians and social services, we conducted an initial co-design workshop to determine which of the four clusters the platform should primarily address. This was followed by a second online workshop to define the details of Familiar’s functionalities.

Listening to all stakeholders involved in the care pathway and participatory design not only allowed us to identify caregivers and socio-healthcare operators as the beneficiaries of the platform, but also to understand that their professional training is a key aspect in facilitating access to healthcare services.

We then provided support and monitoring to Zucchetti, who, starting from the minimum functionalities of the platform identified during the last workshop, began to develop the first interfaces of Familiar. User testing on mockups – low-definition prototypes of the platform – is still ongoing in three residential care facilities.