Service design innovation that leveled up how the PAHC Program supports patients' evolving needs over time.
CREDITS
Sophia Rowland: Art Direction, Copy Writing, Design Strategy, Experience and Service Design, Project Lead
Ellie Chen: Graphic Design and Illustration
Don Zinzell: Design oversight
YEAR
2022
AN AMBIGUOUS PROBLEM
At it's MVP launch, the PAHC program was a patience support program created to support the needs of patients starting a new treatment for their terminal condition. The program met the fluctuating needs that come with the beginning stages of this treatment but over time, patient insights and an agile feedback model revealed patients' needs change after they adjust to their new lifestyle.
A DEFINED SOLUTION
Through the creation of a new user journey touchpoint, patients now have a clear culmination point. During this touchpoint, patients will look back on their progress and growth, reflect on which tools are working well for them, and establish how this program can best support them in their educational and emotional needs moving forward.
This journey touch point is comprised of a Companion phone call and an accompanying Milestone Kit. Together this comprehensive experience reflects on and celebrates progress while recalibrates personalized support moving forward.
DESIGN STRATEGEY PROCESS
Agile Test and Learn Approach
This project employeed an agile approach, utilizing a scaled pilot to glean insights and quickly iterate on the service offering before the full-scale launch.
DESIGN STRATEGEY PROCESS
Thoughtful User Journey Mapping
Careful consideration went into planning the full end-to-end user experience and how this touchpoint fit into the overarching user experience.
DESIGN STRATEGEY PROCESS
Insight-Guidance
Service offerings were strategized with care, building upon various layers of insights.
Key topics of this call experience trickle down into the product experience with corresponding keywords and visual cues. This also helps establish product wayfinding.
Items in this kit are designed to be used in unison and are centered around the theme of personal growth. The Reminder Bookmarks are made of seed paper and can be planted to spark new life once lessons are internalized.
