MSK – Patient Experience
Memorial Sloan Kettering Cancer Center
Human-Centric Design | Information Architecture | Service Design
5 months (2024)
MSK w Parsons School of Design | The New School
Design Problem:
New patients at Memorial Sloan Kettering (MSK) face challenges in processing overwhelming medical information while dealing with the emotional burden of a cancer diagnosis.
Solution:
This project focused on designing patient-centric interventions that integrate seamlessly with MSK’s existing support system. By simplifying information delivery and prioritizing emotional well-being, the solution aimed to create a more guided, accessible, and compassionate experience for new patients.
Design Problem:
New patients at Memorial Sloan Kettering (MSK) face challenges in processing overwhelming medical information while dealing with the emotional burden of a cancer diagnosis.
Solution:
This project focused on designing patient-centric interventions that integrate seamlessly with MSK’s existing support system. By simplifying information delivery and prioritizing emotional well-being, the solution aimed to create a more guided, accessible, and compassionate experience for new patients.
What can "You have Cancer" do to you?
Project Overview
This project aims to enhance the experience of new patients at MSK by addressing both information overload and emotional distress. Beyond navigating complex medical details, patients face the weight of a life-changing diagnosis. As designers, we seek opportunities to create clearer, more supportive interventions that ease this journey.
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MSK assists
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Secondary research
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Literature review
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Redefining the brief
Initial Inquiry
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Gap and Opportunity mapping
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Insights Affinity map
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Areas of Intervention
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Idea Prioritization
Chaos to Concepts
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Research Direction
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Patient Journey
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Current MSK Ecosystem Map
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Stakeholder Interviews
Building Context
Solution Framing
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Design Proposal
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Prototype development and testing
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Define Objective and Strategy
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MSK Scenario mapping
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Future Scope
Initial Inquiry: Discover
Newly diagnosed cancer patients at MSK face an overwhelming influx of medical information, often while coping with intense emotional distress. They face information and emotional overload, making it difficult to process critical details, communicate with healthcare providers, and make informed treatment decisions.
Building Context: Define
Patient Journey and Insights
Chaos to Concepts: Analysis
Opportunity in the Gaps
Throughout a cancer patient’s journey, key transition points present critical gaps where information overload, uncertainty, and emotional distress can hinder engagement and decision-making. By identifying these gaps, we can design targeted interventions that enhance clarity, trust, and patient empowerment.
Gap 1:
Transition from PCP to MD at MSK
The initial shift from a primary care provider (PCP) to MSK can be overwhelming.
Personalized pre-arrival resources and transparent communication help patients feel prepared and reduce information overload.
Gap 2:
First Visit – OPN to MD Transition
The handoff between OPN and MDs presents the opportunity to streamline information exchange. Utilizing time gaps between consultations allows MSK to gain deeper patient insights beyond medical data.
Gap 3:
Diagnosis and Decision-Making
Simplifying medical information empowers patients to make informed decisions. Emotional support and seamless access to MSK’s network enhance the patient experience.
Leveraging Existing MSK Initiatives!
MSK already offers Patient Access Services, “Becoming a Patient” resources, information sessions, podcasts, and more. By building upon these initiatives, we can create a more cohesive, supportive experience that addresses both informational and emotional needs at every touchpoint.
How might we
design new interventions around onboarding that effectively address information overload and emotional overload for patients by leveraging the existing comprehensive Memorial Sloan Kettering non-clinical resources?
Solution Framing: Develop
From the outset, we focused on creating interventions that seamlessly integrate with the existing MSK web of resources.
Emotional Wellbeing Support
Empowering patients to manage emotions by offering them support using practical tools.
Patient-Centric Design
Utilizing intuitive visuals and interactive features to cultivate a Human-centric
and supportive experience tailored
specifically for cancer patients.
Tailored Information
Curated resources based on individual needs and diagnosis, delivered through a user-friendly intervention.
Simplifying Support
Patient engagement is at their fingertips, with seamless access to MSK resources at every turn.
Prototype Development
We conducted a spectrum analysis of our users, identifying two key groups:
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Intentional Users – Actively seeking information and support.
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Non-Intentional Users – Not actively looking for help but still in need of guidance.
Our interventions were designed to address emotional and information overload, tailoring support to each group's distinct needs.
Design Impact- Feedback
Strategic Roadmap
Design Outcome
Streamlined Workflow
Reduction in patient inquiries and improved support efficiency.
Reduced Information Overload
Streamlined resources and personalized information delivery.
Enhanced Emotional Wellbeing
Easy access to emotional
support services.
Improved Patient Engagement
Increased patient understanding
and adherence to treatment plans.