MiBox

MiBox is a subscription service for migraneurs. 36 million Americans suffer from migraines and there is no permanent cure. There are a lot of products and treatments but those can costs a lot, adding to the social and professional burdens that come with suffering from migraines. MiBox is a customized and flexible approach to migraine management. Products are delivered to customers' homes to try before investing.

Click here to visit the demo site

2016, 10 week long project with Julia P, Gina H and Lauren Z

My role was research, ideation, conceptualization, service blueprinting, creating the website

THE BRIEF

Design and prototype hybrid digital-physical services to fix what's broken. Explore multi-channel services and delve into how these channels and touchpoints play out by making a set of experiments to iterate upon.

RESEARCH

Our team was interested in the intersection of healthcare and communication especially regarding chronic pain. We narrowed down on migraines since they are known as an "invisible illness", their symptoms are differing and varied within and across sufferers and it raised a lot of questions about how illnesses are perceived. 

We designed a survey to figure out what aspects of people's lives are most affected by migraines, how they deal with it and what opportunities there might be for a service design solution. We found that social and family factors, related health issues, work and monetary concerns affected people the most

FRAMING THE PROBLEM

How can can we design a service that -

1. Helps migraineurs manage productivity? 

2. Facilitates conversations between employees and employers?

We found that this line of exploration had a lot of legal nuances that would require domain-specific research. Neither did we have access to such a niche customer to do iterative studies with.

RESEARCH

We 'speed dated' scenarios with various people. These scenarios were used as provocations to find out what elements we could use in our service. People didn't feel comfortable talking about their symptoms with their family or employers but wanted to connect with other migraine sufferers to share their experiences and learn from each other. 

FIRST PIVOT

FRAMING THE PROBLEM

What would a migraine-friendly space look like? What services would be offered?

RESEARCH

We created a 'make tool' that participants used to create their ideal 'third space' to manage their migraines. This evolved into the basic elements of the space - a cafe space that was migraine friendly, a quiet meditation area, a room to host speakers and have discussions and a desk to lend equipment for various remedies. We decided to provide a similar service in a manner that didn't necessitate creating an entire physical space. People appreciated that we would provide products to help avoid triggers or deal with symptoms, and liked the idea of trying them out. 

SECOND PIVOT

FRAMING THE PROBLEM

How can we offer a service that lets migraineurs experiment with different solutions?

STAKEHOLDER MAP

The stakeholders include medical specialists and pharma companies; alternative healthcare providers, manufacturers and retailers of products; and various staff to manage operations at MiBox.

BUSINESS MODEL CANVAS

JOURNEY MAP AND SERVICE BLUEPRINT

We initially focused on the front end customer journey, then mapped out the backstage activities that would need to be orchestrated to make that journey work. Looking at this, the stakeholder map and the business model canvas side by side, we were able to really refine the service.

WEBSITE

Homepage - Call to action, brief explanation and testimonial

A more detailed explanation of how the service works

Creating an account - Asking users to introduce themselves to us

Getting to know the customer's migraine symptoms and triggers through simple icons

Confirming their details and providing 
customized solutions for them to try out. At this point, they can change out a particular product for another one recommended for them.

Confirming their details and providing 
customized solutions for them to try out. At this point, they can change out a particular product for another one recommended for them.

Getting to know the customer's migraine symptoms and triggers through simple icons

© 2020 by Shruti Aditya Chowdhury