Моделювання та автоматизація бізнес-процесів компанії-виробника систем дистанційного моніторингу стану здоров’я

Abstract

Актуальність теми, обраної для дослідження, зумовлена широким використанням носимих пристроїв, орієнтованих на здоров’я, та потребою в оптимізації бізнес-процесів компанії-виробника систем дистанційного моніторингу стану здоров’я та підтримки спільноти користувачів продуктів компанії. У зв’язку з цим постає потреба в моделюванні ключових бізнес-процесів компанії й створенні онлайн-платформи, яка забезпечує простір для взаємодії та обговорення користувачами продуктів компанії практик цифрового здоров’я та досягнутих результатів. Мета кваліфікаційної роботи полягає в моделюванні бізнес-процесів компанії-виробника систем дистанційного моніторингу стану здоров’я та створенні онлайн-платформи для користувачів продуктів компанії, яка поєднує функції інформаційної платформи, онлайн-спільноти та інструменту обміну корисними порадами, аналітикою та інсайтами. Об’єктом дослідження є бізнес-процеси компанії-виробника систем дистанційного моніторингу стану здоров’я на прикладі компанії Oura Health. Предметом дослідження є сучасні методи, програмні засоби й технології моделювання та автоматизації бізнес-процесів компанії-виробника систем дистанційного моніторингу стану здоров’я. Завданнями дослідження є аналіз ринку пристроїв, орієнтованих на здоров’я, аналіз потреб користувачів даних пристроїв на прикладі девайсу Oura Ring, аналіз та оптимізація бізнес-процесів компанії Oura Health – виробника пристроїв Oura Ring, побудова моделей ключових бізнес-процесів у нотації BPMN, обґрунтування можливості автоматизації бізнес-процесів із використанням сучасних цифрових рішень, формування функціональних та нефункціональних вимог до онлайн-платформи спільноти користувачів пристрою Oura Ring, розробка структури онлайн-платформи спільноти користувачів пристрою Oura Ring, реалізація прототипу онлайн-платформи спільноти, наповнення її демонстраційним контентом та створення інструкції з використання, надання рекомендацій щодо впровадження онлайн-платформи спільноти в компаніях, подібних до Oura Health. Для досягнення мети та реалізації поставлених завдань у роботі застосовано такі методи: аналіз та синтез, структурний та функціональний аналіз, нотація BPMN для опису бізнес-процесів компанії Oura Health, сучасні методи та технології проєктування та розробки онлайн-платформ. Інформаційною базою кваліфікаційної роботи є публічні матеріали про діяльність компанії Oura Health, наукові джерела, присвячені питанням носимих пристроїв, орієнтованих на здоров’я, дистанційного моніторингу стану здоров’я, побудови онлайн-спільнот, існуючі програмні рішення в даній галузі, офіційна документація пристрою Oura Ring, відгуки користувачів. Основним науковим результатом кваліфікаційної роботи є побудова моделей бізнес-процесів у нотації BPMN, проєктування та реалізація онлайн-платформи спільноти користувачів продуктів компанії. Отримані результати можуть бути використані для покращання інформаційної взаємодії та розвитку інструментів підтримки користувачів продуктів компанії.This bachelor's qualification work explores the modeling and automation of business processes in companies engaged in the production of remote health monitoring systems, with a particular focus on the case of Oura Health Ltd., the developer of the Oura Ring. The rapid growth of the global health technology market, especially in the segment of wearable and smart monitoring devices, has created new challenges and opportunities for manufacturers. These companies are expected not only to deliver high-quality digital health products but also to continuously improve their operational efficiency, customer engagement, and scalability through digital transformation. The primary objective of this research is to analyze, model, and partially automate the internal business processes of a representative health tech company by applying modern business process management (BPM) tools. The project is grounded in the hypothesis that a structured, model-based approach to understanding and improving business operations can significantly increase a company’s responsiveness to market needs, boost customer satisfaction, and unlock new sources of value creation through digital services. The theoretical foundation of this study is built on established methodologyin business process modeling BPMN (Business Process Model and Notation), and core concepts from digital transformation theory, enterprise architecture, and platform-based business ecosystems. These approaches provide the analytical tools needed to assess current business processes, identify bottlenecks, and redesign workflows with automation and user-centric design principles in mind. The research methodology includes a combination of literature review, case study analysis, business architecture mapping, and the practical development of a prototype solution. The subject of the case study – Oura Health – is an internationally recognized Finnish company that produces the Oura Ring, a smart wearable device capable of tracking various physiological metrics such as heart rate, temperature, sleep quality, and overall readiness. Oura Health combines hardware production with a subscription-based service offering personalized health insights via a mobile application. Despite Oura Health technological achievements, the research identified a lack of structured digital communication and engagement tools for its client base. This gap is particularly relevant in terms of post-sale support, client retention, and brand community development. To address this challenge, the research conducted a detailed analysis of Oura’s business architecture, with a specific focus on the interconnections between the company’s core subsystems, the Oura Ring product, and the proposed digital community platform. Key capabilities, stakeholders, and value streams were mapped to provide a comprehensive view of how value is created and delivered to customers. Essential business processes were visualized using both Use Case and BPMN diagrams, which together offered complementary perspectives on functional requirements and dynamic process flows. Use Case diagram was particularly useful for capturing interactions between users, systems, and organizational units. It illustrated how customers engage with the Oura Ring and mobile application, how support teams handle requests, and how the envisioned digital community platform facilitates peer-to-peer interaction, knowledge sharing, and informal troubleshooting. This diagram helped define system boundaries, actor roles, and high-level functional expectations for the community component. BPMN diagrams provided a detailed visualization of workflows related to the Oura Ring, illustrating the sequence of activities, decision points, and data exchanges that drive key processes such as how users wear the ring, track their health data, and interact with the Oura App and the digital community platform. This enabled the identification of opportunities for automation, streamlined information flows between systems, and a significant reduction in the workload of customer support team. The analysis also examined the integration points between the Oura Ring, mobile app, and the digital community platform. Process model showed how health data collected by the Oura Ring could inform personalized content within the community, while user-generated discussions and feedback loops could, in turn, enhance product development and service delivery. This systemic view underscored the potential of the digital community platform not as a standalone tool but as an integral part of Oura Health value proposition and digital ecosystem. Furthermore, the modeling effort provided a framework for aligning business and IT priorities, ensuring that technical solutions directly support strategic objectives such as customer engagement, retention, and scalability. By visualizing these relationships, this study offers actionable insights into how digital initiatives like the community platform can be embedded into business processes to strengthen Oura Health competitive position. As a practical output, the study developed a prototype of a digital community platform designed to enhance user interaction, reduce pressure on the customer support team, and provide structured user-driven content exchange. The prototype of the platform was built using the WordPress content management system, with customized roles and interfaces for two types of users: site administrators and end-users. Key functionalities include user registration, forum-based discussions, tutorial sharing, and integrated analytics for tracking platform activity. The admin interface allows content management, user moderation, and performance monitoring. To evaluate the expected effects of the proposed solution, the study introduces a set of digital metrics, such as the number of new users, activity frequency, time spent on the platform, engagement rate, and user feedback. These indicators form a basis for measuring the success of the digital community platform and provide tools for ongoing process improvement and business intelligence. The results of this research confirm that business process modeling and digital tool implementation can have a significant positive impact on business agility and customer value creation in health tech companies. Moreover, the study provides a replicable approach for similar companies seeking to digitalize and optimize their operations in the context of Industry 4.0 and personalized health services. In addition to the technical implementation, the study addresses broader strategic questions related to the integration of digital community platforms into the business model of health tech companies. With the increasing importance of customer-centric innovation, the creation of a collaborative environment where customers can share feedback, troubleshoot problems, and contribute to product evolution is becoming a key source of competitive advantage. Such platforms not only serve as informal support hubs but also generate valuable user data that can inform decision-making, product design, and marketing strategies. The research highlights how customer communities act as living ecosystems that extend the value proposition of digital health products beyond the core device and application. The study demonstrates how business process modeling and digital prototyping can be effectively combined to bridge the gap between strategic intent and operational execution. By using a visual modeling language like BPMN, complex business processes are made transparent and accessible, facilitating cross functional collaboration between technical teams, managers, and external stakeholders. Moreover, the work illustrates how digital tools can support lean process design and continuous improvement cycles in organizations undergoing digital transformation. These findings are especially relevant for small and medium-sized enterprises (SMEs) in the health tech industry that may lack the internal capacity for large-scale IT system development but still seek to improve process agility and customer engagement through lightweight, scalable solutions. Looking toward the future, the study suggests several areas for further research and development, such as the integration of AI-driven personalization features, predictive analytics, and automated moderation tools within the digital community platform. These enhancements could further optimize customer experience and support proactive health management. Additionally, the research encourages the exploration of open innovation models, where external developers and users co-create new services or content through public APIs and modular platform architecture. This approach aligns with the broader shift toward platform thinking in digital health, where value is created not solely through internal processes but also through dynamic interactions among users, data, and digital infrastructure. In conclusion, this qualification work demonstrates how a combination of analytical modeling, architectural thinking, and practical prototyping can contribute to the operational efficiency and digital maturity of companies working at the intersection of health, technology, and user experience.