Catasys’ core product, OnTrak™, is a 52-week outpatient program that treats insured health plan members with behavioral health disorders with annual medical costs exceeding $30,000. The product drastically reduces the impactable costs shouldered by health insurance providers by guiding members through a treatment program led by Catasys' team of clinical professionals. The current process for outreach and enrollment into this treatment is extremely manual, relying on phone calls, paper mail, and minimal email.
Business Case
In order to scale and expand their pool of eligible members, the Catasys team decided to explore a digital solution for their new version of the program, OnTrak 2.0. This will integrate seamlessly with their current complex operational processes and target individuals with $7,500 in annual medical expenses.
Catasys tasked Sidebench with creating a design concept to be used internally to facilitate discussions around business strategy, product direction, and operational complexities as the organization expand towards a digital transformation.
Strategy
We conducted extensive interviews to gather insights about the unique needs and perspectives of the care avoidant user base. These findings were developed into proto-personas and incorporated into a prototype to address each of their main pain points during their overall treatment process.
Sidebench designed a concept built around a landing page, self-enrollment flow, and member portal, along with information architecture diagrams, to assist the team in understanding how a user would navigate through the flows in sequential order. These tools will help the internal team visualize and strategize how to develop and roll out a new digital product to their existing suite of offerings.
Features
While the OnTrack product focuses on using mail and outreach phone calls in a bid to engage with eligible health plan members, the new OnTrack Lite product will focus on using emails to direct eligible members to their new landing page. 
Once enrolled, members can indicate their preferences, fill in a self-assessment, and interact on recommended groups pages, a personalized community to interact with other members via anonymous group topics or challenges and give kudos to comments and conversations.
The scheduling tool was created for members to plan calls with their care coaches and a chat tool stores all conversations and goals set for the member. The program is designed to be focused on meeting the member where they are in their process rather than be structured, with everything driven at a custom pace through the care coaches.
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