Process: My children have physical disabilities and receive regular physical therapy through the school district. In March they switched to virtual sessions via Google Hangout. I conducted multiple observations of the therapist’s sessions with each of my children and also an informal interview to discuss their care. I also conducted a series of co-design workshops with my children to explore a therapy kit using various objects and an exercise regimen using a set of hand-made exercise cards.

Design Solution: Created new service called PTKids Teletherapy, aimed at providing pediatric physical therapists and parents with the resources they need to ensure that children with physical disabilities get the care they need in a virtual environment. The service revolves around three basic components: a specialized physical therapy kit, secure remote sessions via a website/mobile app, and parent/child exercises via exercise cards or Alexa.

Process: Conducted a variety of user research—interviews, contextual inquiries, and facility walkthroughs—with both business and field personnel to better understand the process and their needs. This research was summarized in a user research summary. Engaged in a series of co-design workshops to map out the current system, and then reimagined it to make it more efficient. Designs were shown periodically to field personnel for feedback, as well as usability tested to work out any kinks.

Design Solution: Created a new P&D Portal that allows users to see all pickup and delivery activity and issues in one place. Issues can be accessed and resolved in the issue queue. Users can filter issues or search for a specific issue. Issues are mapped based on type so they go to where they need to go. If an issue is not resolved within 36 hours, it is automatically escalated. Users can also view and edit a driver’s pickup and delivery details, as well as add notes, send messages to contracted service providers, and view and generate reports.

Problem: How can we use design to aid in the transition and attachment of adopted children into their new families?

Process: Conducted focus group and survey of families who have adopted children from Bulgaria, as well as a detailed literature review of the current situation of waiting children in Bulgaria. Researched theoretical frameworks surrounding attachment, and analyzed the systemic processes governing international adoption.

Design Solution: The Bulgarian Love Patch is a third-party effort geared toward facilitating the sending of care packages from adoptive parents to their children. Parents can choose and purchase items via The Bulgarian Love Patch website. Care packages are fulfilled by local vendors in country, and delivered via charitable organizations to the child.

A care package is typically the first opportunity adoptive parents have to connect with their children. The goal is to provide items that can function as comfort objects to aid with parental attachment and child transition. All items are locally made in an effort to develop relationships with local vendors, and ultimately, are geared toward providing the children with a keepsake that they can take with them to their new life.

Problem: How can we redesign the member website so members can understand and utilize their program effectively?

Process: Conducted interviews/focus groups with the business and subject matter experts to better understand the issues they face in getting members care. The results of this research--as well as surveys, analytics and call center statistics--were compiled into a problem highlights document, which outlined the various problems members and the care team face throughout the process and how the member website might be used to resolve some of those issues. This information was then used to create Agile epics/user stories, a new information architecture, wireframes, and a low-fidelity prototype.

Design Solution: Due to the nature of this audience, it was determined that the majority get care via a caregiver or the state. As a result, designs were geared toward both the member and a third party, such as a caregiver or MCC staff. Initial views were designed around new or inexperienced members, with a focus on understanding and effectively using the services that are available. More experienced members can sign in to view their care plan and medical history and stay in touch with their care team.

Problem: How can we improve post-treatment communication and care for families after their child leaves the hospital?

Process: Conducted informal interviews with families of children who have undergone procedures in the hospital and created parent persona. Conducted secondary research of hospital programs both before and after a child is released from the hospital and created process flows and journey maps detailing parent/child experiences for both after hours emergency and non-emergency situations.

Proposed Design Solution: Created new service called LifeLink, a program that provides families with post-treatment care after their child leaves the hospital. Each family is assigned a LifeLink coach, who is their link to the hospital, and stays with them throughout the post-treatment process. Coaches meet personally with family before discharge and follow up within 24 hours. Parents receive information and resources via the LifeLink guide or mobile application. Family members can message their coach 24/7, which will then triage those message to the appropriate medical personnel. They can also search for specific resources for meals, transportation, medical assistance, financial assistance, educational services, child care, therapy services, support groups, charity groups, and other services.

Project Background: Infertility affects approximately 11 percent of women and 9 percent of men of reproductive age. The quest to get (and stay) pregnant can be long and painful, impacting one's mental health--especially if that quest resulted in pregnancy loss or was ultimately unsuccessful. Unfortunately, fertility clinics seem to focus only on one thing (getting patients pregnant) and are typically poorly equipped to address the psychological impact of treatment, failed attempts, and loss.

Problem: How can we provide better support to couples going through fertility treatment?

Process: Pairing with another researcher, conducted informal interviews both with women and partners who have been treated for infertility. Created before and after system diagrams showing how each party views the infertility process and their respective social networks, as well as journey maps walking through this process.

Proposed Design Solution: Rather than suggesting simple design solutions, this project proposed shifting the paradigm of the infertility system by equally integrating the mental and physical health concerns of the patients and their partners who embark on this difficult journey. This means including psychologists on fertility clinic staff, including behavioral interviews as part of onboarding, and prescribing mental health treatments as necessary.

Design Solution: Designed a web-based toolkit for medical providers. Providers can access condition-specific materials and a training library on a variety of subjects, such as best practices, depression, ADHD, anxiety, domestic violence, grief and loss, suicide prevention, and teenagers and substance abuse. They can also make referrals to a behavioral health provider, contact a special liaison with questions or schedule a consultation with a Magellan specialist.