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SDM STUDIO 1
Designing the Healthcare of Tomorrow
CHALLENGE
How might we create a more holistic, accessible, and inclusive patient experience with a focus on family and caregiving units through the use of digital tools?
CONTEXT
Northwell sought to personalize and digitally transform patient and caregiver experiences while considering Social Determinants of Health (SDOH).
PROCESS
We utilized a design research approach, incorporating input from all stakeholders and focusing on three key phases of the patient journey: accessing care, receiving care, and ongoing support. By conducting interviews and testing, we identified pain points experienced by patients, healthcare providers, and family members. Our team of four specifically concentrated on understanding the needs of Limited English Proficiency (LEP) patients, aiming to foster innovation by addressing the needs of the most underserved patient groups.
ACCESS TO CARE
DELIVERY OF CARE
EXTENDED CARE
MY ROLE
Researcher
Strategist
Project Manager
METHODS
Competitor Analysis
In-depth Interviewing
Concept Testing
Diary Studies
Rapid Prototyping
MVP Testing
SKILLS
Design Research
Data Analysis
Insight Generation
Storytelling
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TIMELINE
14 weeks
LINKS
LANDSCAPE OF THE PROBLEM
Healthcare in the US, today is:
INSIGHTS & PAIN POINTS
OPPORTUNITY AREA & CONCEPT SOLUTION
4 solutions to provide Holistic Care
Based on Insight 1. Ambiguity breeds avoidance
01
Enable access with
Specialist Connector
Opportunity Area
Help patients identify their pain and find the right specialist.
Solution
How might we decrease entry barriers and increase accessibility in the healthcare system?
Strategic Question
Specialist Connector guides and directs patients to the help they need, just like a child seeking assistance from their mother.
Pain points addressed
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Lack of precise and clear information
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Ambiguous estimates and costs
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Perception of complexity
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Difficulty in determining the needed specialists
WIREFRAMES & USERFLOW
We provide complementary emotional support in a familiar way that makes patients feel at home.
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We request and deliver information in an empathetic, mindful, and dignified manner, making patients feel heard.
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We cultivate belonging and create inclusive and accessible experiences while keeping in mind patients' cultural, social, economic, and emotional aspects.
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We reduce friction and avoid unnecessary actions by sharing information internally.
KEY STRATEGIC SHIFTS
From
To
Complex & Ambiguous
Transparent and reassuring
Missing context
Identifying & addressing inequities
Lost in translation
Cultural bridging and advocacy
Not caring for caregivers
Supporting both patients & caregivers
Healthcare today
Healthcare tomorrow
BUSINESS OUTCOMES & IMPACT
Increased accessibility for LEP patients
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Shortening LEP patient stays by 3 days reduces costs significantly. With over $2000 average daily hospital costs in the U.S., Northwell's culturally supportive services make them the preferred choice for 1.93 million LEP residents in NYC.
Increased touchpoints for data collection
Northwell will have access to 17 more data points per user, which can be used for future service development as user needs evolve
Cost savings by reducing no-shows
Potential annual savings of $30m by offering support and resources, thus reducing no-shows by 5% of all appointments (assuming 2m patients per year2)
Improved caregiving coordination
By incorporating extended care services, Northwell will improve caregiver coordination for at least 8% of family caregivers
Faster turnaround for average care time
Reduce average time for specialized care from 24 to under 7 days by connecting patients and specialists effectively and directly
THE REWARD
Lessons Learned
Holistic care goes beyond patients and hospitals
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Overcoming the lack of trust in the healthcare system and its institutions is a key challenge. A successful strategy involves designing solutions specifically for individuals who have been marginalized by the traditional system and have a higher degree of mistrust. By creating solutions that address these trust barriers for this group, we can ultimately overcome mistrust issues in the broader patient population.
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Neglected areas with immense improvement potential in healthcare are often found outside the hospital. Thus, it is crucial to thoroughly evaluate all touch points, including access and post-care.
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All people are important when innovating in Healthcare. It is fundament to go beyond the patient's POV and incorporate the perspectives of HCP (providers) and family members.