Quitting smoking is a tough battle, and the existing tobacco treatment program made it even harder. Patients faced a fragmented, partially digital journey—one where they might receive reminders to attend a session, only to find out the session had been rescheduled without notice. Their progress was often tracked across multiple platforms—some digital, some paper-based—making it difficult to see how far they'd come or what steps were next. Paper forms were still required for certain parts of the program, adding confusion and delays. Patients had to manage both digital and physical records, which led to frustration and disengagement.

On the healthcare provider side, the experience was equally disjointed. Data wasn’t centralized, and doctors would often receive incomplete patient information. Nurses had to manually input data from paper forms into digital systems, which led to errors and inefficiencies. Workflow inefficiencies were common—tasks were frequently missed or delayed because the system didn’t offer real-time updates across platforms. This inconsistency, combined with the lack of full digital integration, not only slowed down patient care but also created unnecessary administrative burdens. Providers struggled to offer the personalized support patients needed, as they were overwhelmed with managing both digital and paper-based systems.