Chronic care companion for patients

Doctors spend most of their time working within EHRs, but often lack visibility into what’s happening across their care team. Luma serves as a smart sidekick that lives right inside the EHR, giving doctors an instant window into care activities, updates, and patient progress without ever leaving their workspace. It also provides high risk alerts & other care recommendation that improves documentation accuracy and reduce denials. By seamlessly connecting to Nova's capabilities, Luma keeps doctors informed, coordinated, and in control—without breaking their clinical flow.

Client

Roles & Responsibilities

• Market Research
• JTBD analysis
• Interaction & Visuals
• Prototyping & Conversational Testing

Users

• DPC potential members
• DPC Front desk

Devices

• Responsive Web

The Problem

You are going well in life and your hear the news — you've diabetes. Boom, your get into self reflection, how did this happen, what do I do now, how bad is it? Do I have someone who can care and help me forward? There is a silence as well as scream at the same time. That is a different kindly of lonely feeling. We are fixing that.

Doctors spend ~50–60% of their day inside EHRs yet lack visibility into what their care teams are doing. Coordination breakdowns lead to duplicated work, care gaps, and billing denials.

Journey mapping

We started by evaluating existing app across 6 areas of experience. We also identified opportunities to improvise or leverage existing features of Care Suite.

Starting from a warmer onboarding

Doctors aren’t asking for another dashboard — they want quiet clarity inside the one they already live in.

To help patient get started on day one

From descriptives to actionable experiences, we explored 5-6 variations of AI sidekick.

What is sidekick and how it works? Well, its an AI powered side drawer that opens within an EHR, brings care gaps visible to Physician during documentation

Linear actionable view vs Insightful analytics view

Actionable view with quicker access to care sections

At a glance visit summarisation

Alternate exploration for quick navigation

We scored a balance between tech complexity & care essentials

Access to quick assignment of care journey

Introducing practice specific speciality widgets

Ela’s adoption showed 30% reduction in overall bounce rate and increase in CSAT. Members mostly arrived confused for meet & greet. Now 90% patients arrive informed and books appointment instead of meet & greet

Increase in first response time

Lower bounce rates

Increase in conversion

Increased patient confidence

Reduced staff workload

Increase in PSAT

Context switching

Post visit documentation

Claims denial