Chronic Care Companion
280%
increase in daily active check-ins
Northstar replaced fragmented patient check-ins with a voice-first mobile flow that patients actually complete.
Understanding the problem
Care coordinators were managing chronic-care check-ins across calls, paper forms, and a 12-year-old CRM. Most patients logged symptoms 0-2 times per week, which meant escalations were detected late.
Finding the path forward
We ran a 6-week discovery sprint with 23 patients and 11 care coordinators before touching UI. The key insight: patients were not forgetting to log; they were avoiding form-heavy flows that felt clinical and impersonal.
“We had already worked with three agencies. Lumio was the first team that interviewed patients before proposing screens. Six weeks felt slow at first, but our check-in completion numbers changed right after launch.”
Chief Digital Officer
US Chronic Care Provider
Bringing it all together
We replaced forms with 2-minute voice-first micro-sessions and rebuilt the coordinator dashboard around triage signals, not just login counts. Voice accuracy was inconsistent on older Android devices in noisy environments, so we shipped a text fallback that 23% of users now prefer.
Project Details
Client
US Chronic Care Provider
Year
2024
Role
Product Strategy, Design, Engineering
Timeline
26 weeks (6 discovery + 20 design/build)
Tech Stack
The Results
280%
daily active check-ins
Completion rose because patients could speak naturally instead of filling long forms.
2m 14s
average check-in session
Session time dropped from 8+ minutes as flows were reduced to a single guided sequence.
91%
rated easy to use
Usability improved by matching prompts to patient language gathered in interviews.