Call-based access
No self-service route into support.
All work
Blue Tree: Patient Support & Care Access
A mobile patient-support experience that brings treatment coordination, service access, and trusted guidance closer to people living with complex conditions—and the caregivers who support them.
- Project
- Roche Blue Tree
- Client
- Roche
- Industry
- Healthcare
- Product Type
- B2C | Patient Support
- Platform
- Mobile App
- My Role
- UX Lead
The challenge
Life-changing support.
No digital home.
Blue Tree lived in phone calls and clinic visits—leaving patients and caregivers without a simple way to see what happened next.
No shared progress
Treatment and referrals stayed fragmented.
Caregivers carried the load
80% of programme interactions were caregiver-led.
Access had to feel familiar
Plain language, regional readiness, low-confidence friendly.
Discovery & research
One service. Nine
stakeholder perspectives.
Initial stakeholder discovery showed that Blue Tree had to coordinate far more than a patient app. The map brings the original profile research into one view: who each participant is, how they access care, and what they need the service to make possible.
Service ecosystem
Every role around one shared care record.
The platform connects intake, clinical decisions, services, medicine fulfilment, and programme governance without asking a patient to translate between teams.
Primary service provider / telecaller
Intake & records
Capture prospect and patient information, then verify documents and applications.
Super admin / partner team
Access control
Maintain user, partner, and programme records.
Roche team
Programme insight
Pass programme and patient details to the DCS programme team.
Value-added service provider
Support services
Contact enrolled patients through approved service touchpoints.
Hospital
Clinical referral
Advise patients about Blue Tree programme information.
Distribution partner
Medicine logistics
Receive approved patient and delivery details from the programme.
Patient
Treatment journey
Understand the condition, programme, eligibility, and next care step.
Doctor
Eligibility & consent
Generate leads and enrol eligible patients into the programme.
Field counsellor
Care coordination
Guide patients through eKYC, consent, and document uploads.
How we mapped it
Patient and caregiver interviews · a four-week caregiver diary study · healthcare-provider focus groups · service-journey mapping · an accessibility review of existing Roche touchpoints.
Task flows & prioritisation
Nine roles.
One care journey.
The stakeholder map became a working flow model: which task had to happen first, who owned the next hand-off, and what information had to stay intact to keep care moving.
01
Enrol & verify
Telecaller · Field counsellor · Patient
Turn a referral into a trusted programme record through eligibility, consent, document checks, and a clear next action.
02
Coordinate care
Patient · Hospital · Doctor
Keep treatment timing, clinical guidance, and escalations visible without making a patient repeat their story.
03
Fulfil & support
Value-added service provider · Distribution partner · Patient
Connect approval, service requests, medicine logistics, and delivery status to one continuous care journey.
04
Govern & improve
Roche team · Super admin / partner team · Service providers
Give programme teams the controls, reporting, and exception paths needed to keep every interaction accountable.
Research overview
The evidence, without the sprawl.
High-level flows
Three roles. One connected hand-off.
A concise view of the clinician, service-provider, and distribution journeys that shaped the service model.
Key decisions
Make the complex
feel considered.
The research did more than identify features. It clarified the product choices that would make a high-stakes care programme easier to enter, trust, and use in the real world.
One programme, radically different care contexts.
Personalise the route before the dashboard.
Condition-specific onboarding made the first session relevant to a person's disease vertical, instead of asking one generic home screen to serve every care journey.
Task success increased from 52% to 87% in comparative testing.
Sensitive health data can create hesitation.
Let trust build before asking for personal details.
A soft enrolment path let people browse support services first, then share information through progressive disclosure when they understood the value of the programme.
Legacy testing recorded a 63% reduction in early drop-off.
Care cannot pause when connectivity does.
Keep the essentials available offline.
Core care information was cached locally, while live requests and status changes synced when a connection returned—an intentional fit for Tier 2 and Tier 3 contexts.
78% monthly active retention was reported in low-connectivity regions.
Evolution of care
From first hi-fi to delivered care.
The home screen across two milestone builds—from the first functional hi-fi to the version that shipped after six months of testing, feedback, and hard design decisions.
Early hi-fi
Shipped experience
What evolved
Enrollment flow
BeforeOne Start CTA hid the effort and data required, so 6 of 8 test users paused or abandoned the task.
ShippedA stepped path made the effort visible and collected details progressively—completion rose from 52% to 87% across rounds.
Progress feedback
BeforeA linear list left people unsure whether they were blocked or waiting, creating avoidable support calls.
ShippedLive milestone cards and a progress ring made the current status clear; support-call volume fell 40% after launch.
Service architecture
BeforeValue-added services were three taps deep and missed by 70% of test users.
ShippedA visible home-screen service grid put every support route one tap away—with no navigation dead ends.
Visual system
BeforeFour competing areas on one light screen gave people no clear first action.
ShippedA navy system established a deliberate reading order: welcome, action cards, then programme information—with WCAG AA contrast.
Screen deep dives
The detail behind a calmer journey.
Two representative screens show how the final system turned support, schedules, and administration into clear next steps for patients and caregivers.
Document support
Documents that help patients finish the task.
The experience turns a high-stakes upload into a clear, self-guided sequence instead of a reason to call support.
- Guidance appears before the first upload, reducing pre-task uncertainty.
- Plain-language requirements make every document's purpose and status clear.
- Preview, format rules, and upload action stay together in one context.
Treatment schedule
A care plan that answers the next question.
The home and calendar views surface practical support and treatment timing before anxiety turns into another call.
- Nutritional, diagnostic, physiotherapy, and psycho-social support stay one tap away.
- Approval flows directly into the next action, so progress does not become a pause.
- Therapy dates and appointment types are readable at a glance across the month.
User role UX flows
One system, many hand-offs.
Near Production walkthrough due to NDA limitations. The product is live on both the Google Play Store and Apple App Store.
Walkthrough overview
Doctor, hospital, distribution partner, field counsellor, and branch-assistant journeys shown as one connected operational service.
DoctorHospitalDistributorField counsellorBranch assistant
Design system overview
Built from the smallest useful parts.
The Blue Tree interface was designed as an Atomic Design System: a practical language of foundations, reusable parts, and care-ready patterns that lets every role see a familiar, reliable experience.
System walkthrough
A walkthrough of the component system that turns shared care information into consistent, reusable screens.
Foundations → components → care flows
Atoms
Colour, type, spacing, iconography
Molecules
Input, status, and action combinations
Organisms
Care cards, schedules, and service clusters
Templates
Repeatable role-aware screen structures
Experiences
Consistent patient and partner flows
Impact & outcomes
A programme made more reachable.
The digital layer made a complex support ecosystem easier to enter, understand, and sustain at national scale—while keeping clinical, service, and delivery teams connected around the patient.
40,000+
Patients benefited
Across India
5,000+
Doctors partnered
A wider referral ecosystem
4,000+
Diagnostic tests
Support made visible
2025
Patient First recognition
Technology-enabled patient support
Programme recognition
The work travelled beyond the product.
2017
Showcased at UNGA Week
The Blue Tree Program was presented as an effective and unique patient-support programme during the 72nd UNGA session.
2024–25
Patient-centricity recognition
Commended with Runner-Up for the Ranjit Shahani Memorial Award for Excellence in Patient Centricity at OPPI Annual Day.
2025
Best Technology Enabled Patient-Support Program
Recognised at the fourth Patient First Summit & Awards.
MOURI Tech Blue Tree programme team
Team & success
Care was a cross-functional practice.
The experience came together with Roche patient advocacy and clinical SMEs, MOURI Tech, product, research, design, and engineering—aligning a high-trust programme with the realities of people receiving and coordinating care.
- Designed for caregivers, older adults, and low-bandwidth contexts.
- Built a reusable pattern language for multiple disease verticals.
- Connected programme operations, clinical support, and fulfilment in one service model.
References & availability
Read the programme record.
These official Roche India pages document the Blue Tree Program, its scope, and patient-impact stories. They open in a new tab.
Measurement basis: Programme reach, doctor participation, diagnostic-test volume, and recognition are drawn from Roche India's published Blue Tree Program record.
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