Student team · Service design and UX research
UPMC MyCare Service UX Research
A 2020 Carnegie Mellon student-team research project on how patients are received at a new UPMC Mercy Vision Institute outpatient centre and supported afterwards.
- Year
- 2020
- Role
- Design Researcher
- Tools
- Illustrator, Photoshop, Rhino, KeyShot, Design Research Methods
The brief
In 2020 our student design team looked at onboarding and aftercare for a new UPMC Mercy Vision Institute outpatient centre, as part of UPMC's collaboration with Carnegie Mellon design students.
What we found
Trust in the institution was built through consistent care rather than any single touchpoint, and much of it came down to whether patients understood what they were told and knew where to go next.
What we proposed
Criteria for clearer information: understandable language, the right context, more than one way to communicate, and responsiveness to the listener. The full research deck is below.
How the student team worked
Process
Set the scope
Onboarding and aftercare at a new UPMC Mercy Vision Institute outpatient centre, looked at as touchpoints between the institution and its patients.
Explore the care environment
Accessibility and wayfinding, and a team workshop on metaphors for what a care space should feel like.
Set criteria for clearer communication
Understandable language, appropriate context, more than one way to communicate, and responsiveness to the listener, tied to trust built through consistent care.
Outcome
A research deck setting out considerations for accessibility and wayfinding, care-space metaphors and criteria for clearer information.
What I took from it
In a care setting, understanding the information and knowing the next step are part of trust. That connection has stayed with me in operational-system work since.
Project images
Full research deck
Scroll through all 15 slides, or open the original PDF in a new tab.
