Mayo Clinic App

The Mayo Clinic App was envisioned to provide a simple stream of useful, current patient resources, enabling ready access to necessities during patient visits to Mayo Clinic in Rochester, Minnesota. The updatable app would answer visitors’ basic questions and connect them to resources and services when they need them, enabling a more accommodating visit and reducing worry and wasted time. The Mayo Clinic App team enlisted the Mayo Clinic Center for Innovation (CFI) to support their understanding of the potential for the app and to map out possible paths to success. This process included visioning — what the real answer could be — and scoping — where to start and how to search for answers.

 

Led by Mayo Clinic Departments of Information Technology and Public Affairs, the Mayo Clinic App team found from interviews with Volunteer Services that the most frequent patient requests were for Social Services, International Services and Business Services. Information Desk personnel reported a broad range of queries including personal and clinical needs.

Based on discussions with CFI, the Mayo Clinic App team refined the scope of the project and selected the preliminary tools for inclusion. The group fleshed out the specifics, and with an internal IT team, developed a proof of concept — a partially functional iPad version of the app.

The team agreed that the content should be comprised of six categories of needs patients have during a visit: About Mayo Clinic, About Rochester, Communication, My Health, My Visit, and Transportation. Observations and interviews revealed that patients wanted an electronic clinical itinerary that organized information about preparing for appointments, patient education about tests and procedures, maps and directions to desks and procedure areas, and access to the patient portal. With these requirements, the team engaged an external developer to transform the idea into a working prototype. The app was then released to Mayo Clinic employees for further testing.

Outcomes

The Mayo Clinic App was published in the Apple App store for public availability in 2012. Since then, the app has surpassed a million downloads. The Mayo Clinic App has won the Gold Edison Award for Innovative Services in Health Management (2013), the award for Best Content Marketing Program in Healthcare (2016) and was recognized by Apple as the #1 patient-facing personal care app. The Mayo Clinic App is available for download through the App Store at Apple.