The Challenge

A diagnostics company had invested in building a dedicated mobile app for heart failure patient monitoring. But early signals suggested that patients — many of whom were older and less tech-comfortable — might prefer a simpler interface. The company was considering pivoting to a responsive web-based approach accessed via SMS links, but needed rapid validation before committing to a significant product direction change.

The Approach

Merakoi recruited 5 patient experts living with heart failure for a structured usability testing programme. The testing ran across 2 agile sprints over 6 days, with patients interacting with both the app prototype and the simplified SMS/web interface. Each sprint included usability tasks, preference surveys, and open-ended feedback sessions. The product team observed sessions in real time and iterated between sprints based on patient feedback.

The Outcome

In under 5 weeks from kickoff to final report, the project delivered a clear answer: patients overwhelmingly preferred the simplified SMS/web approach, rating their willingness to use it at 4.8 out of 5. The testing also identified key desired features — personalised health tips, medication reminders, and easy data sharing with their care team — that informed the next development cycle. The diagnostics company’s Scientific Communications Lead described merakoi as “a great blessing” who “showed powerful empathy, both with the patients and with the product team.”