Service design innovation that leveled up how the PAH Companion Program supports patients' evolving needs over time.
Sophia Rowland: Art Direction, Copy Writing, Design Strategy, Experience and Service Design, Project Lead
Ellie Chen: Graphic Design and Illustration
Don Zinzell: Design oversight
AN AMBIGUOUS PROBLEM
At it's MVP launch, the PAH Companion 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.