Maintain connection, utilise generative AI, leverage telemedicine.

PAM offer a wide variety of services, however for this project we focused on day-one absence management, physiotherapy and mental health triage. Several constraints were identified at the outset of the project: firstly any product must engender feelings of connection and care amongst it’s users, secondly PAM should be able to rapidly change workflows with little or no development effort, thirdly the product should offer a high quality experience on devices of all types.

I and the team worked with stakeholders at PAM to design a native mobile and web application that would utilise an AI driven chat interface and a customised workflow engine to direct users to the right service. This approach allowed us to create a friendly persona for users to interact with to report sickness absence or get triage for physical or mental health. The use of the workflow engine meant that the triage pathways could be easily customised to add new services or improve existing ones in response to feedback, and the use of generative AI allows us to translate the interface and all of the chat workflows to any language for a marginal cost.