User Experience Strategist

With a background in exploratory and generative design research, I was brought onto the digital product team at OhioHealth to help define areas of opportunity for digital transformation. I created the Patient Care Experience Journey (above) as a means to make sense of a body of insights, not only collected from our UX team, but also from other teams and areas of the business.

High-level opportunities within phases of the care experience (represented as nodes) have come to be known as the “moments that matter” (MTM). In an effort to simply make sense of a complex system, this map has become a single source of truth for multiple teams across the organization. It serves to not only create empathy, but also highlights cause and effect relationships between the MTM. It has helped to shift internal dialogue, from senior leadership down, as more teams and projects are shaped, not around a solution, but instead around “moments that matter” to ensure we are delivering on core needs of our end-users (patients and clinicians) and creating true value.

Stratos Innovation Group conducted qualitative research to understand the needs of teens living with chronic diseases (and their caregivers) as they transition to independent self-management. The goal of the research project was to define a strategy for developing a new Mobile Health System, designed with and for teens and parents, which could promote and support a healthy transition. My role was to work with the research team, post analysis, to draw connections among the insights that had been surfaced across teens with various chronic illnesses (diabetes, epilepsy, cystic fibrosis, and sickle cell) and then visually communicate those insights and relationships through a patient experience map and mobile health systems map that could be used to communicate with internal digital/UX teams.

The Life Journey map (above) represents the common paths of three patient archetypes (teens living with chronic diseases) and the pain points, triggers, and key moments they often experience as they progress from initial diagnosis to adulthood and self-management (independence). The patterns uncovered in qualitative research, represented here, show relationships between triggers, key moments, and caregiver guidance/support that often result in how successful teens are in transitioning to full independence at the age of 18.

The Integrated Mobile Health System map (below) provides a visual of an ideal ecosystem and breakdown of core system elements (technology and application solutions) that could work together to support teens in their transition to independence (e.g. building self-advocacy and mastery of skills), while also giving caregivers reassurance and guidance as their role transitions to one of support (relinquishing their responsibilities). (*Latin and filler text has been used to replace confidential information in both maps.)

The Journey map (above) represents a typical clinic experience, from the point of view of patients with autism. During a CoDesign workshop they spoke to the parts of the clinic experience that were most stressful. After expressing their current challenges, they shared ideal solutions that could help to mitigate the challenges they face and make the experience more pleasing (pre, during, and post visit).

Depending on the scope of work and needs of the client, I’ve taken qualitative research data and created simple and more elaborate persona posters (including persona-specific journey maps).