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F&P myMask Portal: A centralised CRM portal for DME staff

I designed a web-based CRM portal that streamlined patient management, earning praise from DMEs for making patient management "easy to see everyone and manage in one place."

ORGANISATION

Fisher & Paykel Healthcare

Industry

Healthcare

Skills

UX Research · UI Design · System Mapping · Stakeholder Facilitation

Team

2 PMs, 1 Design Manager, 1 Designer, 1 Software Engineers

Timeline

8 Months

Context

/Overview

1.0

DMEs lacked a dedicated platform to manage mask fitting, inventory, and order fulfillment.

DMEs play a critical role in placing CPAP masks in patients' hands and supporting their long-term care.

The myMask ecosystem enables this journey by connecting provider workflows directly to patient tools. They let patients get CPAP mask via myMask app and this requires a DME-initiated invitation and follow-up.

The platform empowers DMEs to manage inventory, track process progress, and provide timely care once scan results are returned.

The goal was to design a CRM portal that could support DMEs to manage the process of getting a patient CPAP mask, and the ongoing relationship.

1.2

Outcome

I worked on a cohesive B2B2C ecosystem that synchronised DME workflows by connecting management tools with patient digital touchpoints.

Setting New Model

Traditional business models: Manual processes

New: Digital Workflow

Aligned With F&P's Stated Goal

Fisher & Paykel later announced the ecosystem publicly as it works to "improve healthcare professionals' efficiency … and make the patient set-up and support process easier."

Empowered Sales Reps a competitive tool to support relationship with large medical organisations.

Built for a Live Ecosystem

The DME portal was designed as the counterpart to myMask's patient-facing scan, which Fisher & Paykel launched publicly across the US market.

Successful launch across the US market where the platform became the primary tool.

1.3

My role

I worked through flow charts and diagrams to figure out how patient sizing data needed to move between the myMask app and the portal, and used the structure to decide what the dashboard needed to show and how.

System Mapping

UI Design

Stakeholder Facilitation

Final Outcome

/Core Flows

1. Organisation Card Setup: Building Trust & Brand

DMEs create a profile card with their logo, name, and contact details that would appears on the patient's app. This provides professional brand presence and builds trust.

2. Invite a Patient: Customised Invitations to myMask app.

DMEs send invitations to the patient with configured mask options to match their stock availability or physician prescriptions.

3. Invitations Table: Real-Time Status Tracking

DMEs monitor all patient invitations in one centralised view. The table displays patient details and invitation status for quick action and follow-up.

4. Patient's Mask Request: Managing Orders

Displays the patient's selected mask and size from the myMask app, allowing DMEs to organise and ship the correct mask.

5. Mask Configuration: Creating Reusable Presets

DMEs build reusable template options based on insurance coverage, ensuring patient choices match both active inventory and clinical eligibility.

Discovery

/Research & Mapping

2.0

Mapping the ecosystem

I participated in workshops with UX, product, sales reps, and software developers to map how patient, order, and branding data needed to move between the portal and the myMask app.

As a result of the workshop, I put together a flow chart, an IA, and a swimlane diagram, which helped the wider team align on how the portal needed to work and surface exactly where it needed to sit between the app, DME staff, and F&P's systems.

Flowchart showing how it integrates with the app

2.1

Customer User Journey

Customer user journey helps to see the full path a patient takes from noticing symptoms to reaching a DME, and where the portal's role begins.

2.2

Information Architecture

Information Architecture helps to see how the portal's data and features needed to be structured before designing any screens.

2.3

Swimlane Diagram

Swimlane Diagram helps to see the interactions between DME staff and patients, identifying touch points.

Design Evolution

/Design & Iteration

3.0

Designing high-fidelity screens, then iterating on what stakeholders raised

I designed high-fidelity screens so stakeholders could review something close to the real product, then worked through a few iterations to refine key features based on their feedback.