Health Experience Design 2021

According to the World Health Organization (WHO), cancer is the second leading cause of death globally, and accounts for about 1 in 6 deaths. A recent study by Texas A&M’s Department of Public Health summarizes the main drivers of future cancer centers as: Technology, integrated medical services, access to big data, multidisciplinary coordinated care, and high-quality physical environments. Along with these main drivers, cancer patients themselves, are another important design driver of these facilities. One of today’s main cancer care trends is personalized medicine, where patients receive treatment plans specific to their unique complex medical conditions. In this presentation, we will present our study where we used a unique methodology to understand and visualize a cancer patient’s journey. Our process starts with DISCOVERY, where we explore emerging models of cancer care delivery, trends and innovations in cancer treatments, and empirical evidence on design for cancer patients. Second, RESEARCH, where we gather the data and detailed stories told by cancer survivors or family members of survivors, particularly parents of pediatric patients. Third, MAPPING, where the stories are mapped based on stages, touchpoints, and actors/artifacts to understand patients’ feelings, thoughts, and behaviors. Fourth, COMMUNICATION, where graphics are used to visualize patient pain points and needs. Finally, OPPORTUNITIES, where the map is used to identify gaps and generate new solutions to enhance the patient experience. This presentation will arm attendees with an understanding of these unique patient experiences and give them practical takeaways on how they can enhance these patient journeys by providing a sense of place, connectivity, flexibility, and supportive care.