In the age of social distancing, digital onboarding is becoming essential to any program. This is especially true for medical practices, where the threat of the pandemic is the most real. As consultations are being digitized, so are the process in which new patients are processed and appointments are being scheduled. Practices with compelling onboarding experiences are the ones who will ultimately succeed in the pandemic area and beyond. Join Dr. Kate Wolin, founder of Circea, for an overview of behavioral science and the evidence-based strategies that can be used to support patient engagement. She will also review how a patient-centered design strategy can be used to evaluate and refine onboarding processes.

1. Improve Onboarding with Patient-
Centered Design
Dr. Kate Wolin Julie Lawson
With: Moderated by:
TO USE YOUR COMPUTER'S AUDIO:
When the webinar begins, you will be connected to audio using your
computer's microphone and speakers (VoIP). A headset is
recommended.
Webinar will begin:
9:30 AM (PDT)
TO USE YOUR TELEPHONE:
If you prefer to use your phone, you must select "Use Telephone"
after joining the webinar and call in using the numbers below.
United States: +1 (914) 614-3221
Access Code: 185-461-863
Audio PIN: Shown after joining the webinar
--OR--
From the Build Better Products with Information Management
Webinar Series

2. OpenText is the Information Management company, providing organizations access to
world-class technology to help manage their data and content, improving process and
decision-making and unlocking new business opportunities. Our OEM Team makes
this technology available to other software companies to deploy as part of their own
products. Through the OpenText OEM Program, our partners can customize, extend,
embed and white-label OpenText technology to add critical information management
functionality to their end-user solutions. OpenText OEM technology is categorized into
7 intuitive solution areas, making it easy to navigate the vast collection of products
that comprise each.

3. Click on the Questions panel to
interact with the presenters
https://www.ctouniverse.com/frs/14280008/improve-onboarding-with-patient-centered-design

4. About Dr. Kate Wolin
Dr. Kate Wolin is a serial entrepreneur and behavioral epidemiologist. After earning
her doctorate at Harvard, she built a successful academic medicine career leading
research at the intersection of behavior change and chronic disease outcomes. She
now works with companies to use health behavior change and personalization
science to efficiently build and scale engaging and effective digital health solutions.
Dr. Wolin is an entrepreneur-in-residence at the Booth School of Business at the
University of Chicago and co-leads the healthcare track for the Zell Fellows
entrepreneurship program at the Kellogg School of Management at Northwestern
University.
About Julie Lawson
Julie Lawson majored in English at Boston University. She worked at the college radio
station, WTBU, where she developed a passion for producing shows with good music
and good stories. She started her career at a small publishing house in Los Angeles and
went on to become Webinar Coordinator at Aggregage, where she produces webinars
and facilitates BTS webinar functions. In her spare time, she enjoys going to the beach,
camping and reading great books.

5. Build Better Products with Information Management
Our Approach
01 02 03 04 05
Entice
What value does the
program deliver? What
can the user expect?
Enroll
Low friction
Engage
The user is clear on
what s/he needs to do
and why
Extend
Maintain the behavior
change / outcome
achieved; navigate
expected setbacks
Exit
What does program
completion look like
Stage specific strategies
At each phase of the journey, the actions the program wants the user to take are driven by the capability, opportunity and motivation of the user.
© Circea LLC 2020
5

6. Build Better Products with Information Management 6
• An action or set of activities to get individuals to behave differently from
how they would act without such an action
• It can change
• how people behave
• how often they perform a behavior
• how long they act for
• over what time period
What is a behavior change intervention

7. Build Better Products with Information Management 7
• Walking to the park
• Having the confidence to ride your bike to work
• Taking a statin tablet
• Losing weight
• Speaking with a louder voice
• Intending to eat 3 pieces of fruit a day
• Smiling when spoken to
• Reducing cholesterol
Quiz: Is this behavior?
• Walking to the park
• -
• Taking a statin tablet
• -
• Speaking with a louder voice
• -
• Smiling when spoken to
• -

8. Engagement ➣ Outcome
Engagement:
little e - engagement with the program platform
Big E - engagement with the desired health behavior
Outcome:
little o - change in the intermediate outcome
Big O - change in the primary health outcome
© Circea LLC 2020

9. Build Better Products with Information Management 9
Low interaction with platform -> decreased exposure to behavior change strategy component =
No change in health behavior
Desired interaction with platform + behavior change strategy component isn’t salient =
No change in health behavior
Desired interaction with platform + salient behavior change strategy component =
Change in health behavior
Evaluating engagement in digital health platforms/programs
© Circea LLC 2020

10. Build Better Products with Information Management 10
Online Portal
Adoption
Otokiti et al 2020

12. Build Better Products with Information Management 12
Smartphone
dependent?

14. Build Better Products with Information Management 14

16. Build Better Products with Information Management 16
•Identify the behavior
•Choose the behavior change model
•Do the research
•Select the technique

18. Build Better Products with Information Management 18
Defining target behaviors
New behavior Familiar behavior Increase behavior Decrease behavior Stop behavior
one time
enroll in health
plan
call doctor for
appointment
sleep an extra hour
when sick
limit liquids the
night before a scan
don’t eat dessert
tonight
period of
time
log symptoms &
triggers to help
with diagnosis
take medication for
an acute condition
drink more water
during hot weather
period
limit activity while
recovering from
injury
stop drinking while
on antibiotics
from now
on
check blood sugar
five or more times
a day
take medication for
a chronic condition
get regular exercise
limit saturated fat
in diet
quit smoking

19. Build Better Products with Information Management 19
Model of Behavior
Behavior
Capability
Motivation
Opportunity

23. Research

25. Build Better Products with Information Management 25

26. Build Better Products with Information Management 26

28. Behavior Change Techniques
Focusing on the right behavior change techniques aligns the product to the science.
Behavior change strategy selection
Completing the
behavior matches my
self belief
Identity
User is engaged with
others completing the
same behavior
Social Support
How does the user
know they completed
the desired action
Feedback
The user knows
where they are
heading and the
steps in the path
Goals and Plans
Demonstration how to
do tasks.
Comparison of
Behavior
Goal Setting
Layer short term goals
to achieve ultimate
goal
© Circea LLC 2020

29. APPEASE
Design and Access Costs
Affordability
Feasibile to do as intended
Practicability
Does it work in the real
world?
Effectiveness
Is it acceptable to relevant
stakeholders
Acceptability
Could there be unintended
consequences
Safety
Does access differ for some
groups? Does it reduce
disparities?
Equity
Michie 2014

30. TM
copyright © 2016 private and confidential · not for distribution without written permission of scale down

31. “self-monitoring is the cornerstone of
behavioral treatment for weight loss”

32. Diet and physical activity tracking declines Burke 2011
mobile + feedback mobile paper

33. -15
-12
-9
-6
-3
0
6 12 18
percentweightchange
months
<30% 30-59% >60%
More adherent monitoring leads to larger weight loss Burke et al 2012
Adherence

34. Question: Can daily weighing with
minimal feedback produce clinically
meaningful weight loss?
weigh
the
trial
Intervention Control
Weigh daily No change in weighing
Weekly feedback &
behavior change lessons
No intervention content
provided
No mention of diet or
exercise tracking
No mention of diet or
exercise tracking
Results: 13lb greater weight for intervention
with no negative psychological impacts

35. Steinberg et al 2013
-7
-3.5
0
0 3 6
Weightchange(%)
Month
Intervention Control
weigh
the
trial
~13 lb weight loss
0 3 6

36. • Feedback maximizes weight loss
• No feedback = ~40% less weight loss
• Personalized feedback works best
Self-monitoring + personalization

37. Cellular Connected Smart Scale
Just-In-Time Daily Feedback
Weekly Progress Report
Skills Training Lessons
Resource Dashboard
ScaleDown solution

38. scaledown.me/overview
step 1: fill out a brief survey
Hey Esmerelda

39. scaledown.me/overview
step 2: marvel at your new scale

40. scaledown.me/overview
step 3: step on the scale

41. scaledown.me/overview
step 4: get a personalized program

43. Q&A
Julie Lawson
With: Moderated by:
Founder, Circea
Linkedin page: /in/kate-wolin/
Website: drkatewolin.com
Twitter: @DrKateWolin.com
Dr. Kate Wolin
Webinar Coordinator, Aggregage
Linkedin page: /in/Julie-Lawson/
Email: julie@aggregage.com
https://www.ctouniverse.com/frs/14280008/improve-onboarding-with-patient-centered-design