Information Concierge

Creating an experience for patients and caregivers where their individual information needs are supported throughout their cancer journey.

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My Role:UX Research, Data Synthesis, Facilitated Workshops, Prototyping
Tools Used:Adobe Illustrator, Keynote
Overview:Memorial Sloan Kettering (MSK) is one of the top cancer hospitals in the country. They understand that a cancer diagnosis can be overwhelming for patients and their caregivers.
Challenge:Memorial Sloan Kettering wants to make sure patients and their caregivers feel supported throughout their journey with cancer, particularly in regards to their information needs.
Collaborators: Beth Wernet, Jonathan Kalinowski, Priyanka Marawar
Duration: 10 weeks

A cancer diagnosis can be very overwhelming for patients and caregivers who need to process a lot of new information while grappling with the diagnosis itself.

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Memorial Sloan Kettering (MSK) wanted to improve the information experience so they would feel warmly supported and informed throughout their cancer journey.

RESEARCH

We interviewed 11 patients and 7 caregivers, shadowed MSK staff, observed hospital spaces, and experienced the process as a patient ourselves to understand the current experience and gain insight into their information needs.
We also facilitated workshops with MSK staff to understand the process from their perspective and brainstorm improvements together.

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After analyzing and synthesizing the data into key themes and insights, we designed a new information experience that would enable MSK to meet the individual information needs of patients and caregivers.

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We prototyped the experience in a participatory workshop with patients and caregivers. We created a “board game” that depicted the hospital space for context and introduced our ideas through “game pieces” and illustrated card prompts. Their feedback informed our final recommendation.

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THE EXPERIENCE

We developed a flexible information model that supports MSK's desire to thoughtfully engage with patients and caregivers, tailoring information delivery to the recipient's needs and preferences with respect to time, place, and medium.


SYSTEM OVERVIEW

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SERVICE BLUEPRINT

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THE EXPERIENCE FOR PATIENTS AND CAREGIVERS