Client Confidential
Re-imagining chemo day
Experience + Service Design
Improving the chemo patient experience
End-to-end service design
Behavior change design
Customer personas + journeys
Each year, about one million people in the U.S. receive chemotherapy, an experience that often involves long hours and inefficient logistics that can overwhelm patients who are already going through a lot.
We found over 60 opportunities to improve the chemo day experience for patients at a world-renowned healthcare organization, reducing wait times and increasing patient satisfaction.
Envisioning an easier journey
Building on our research insights, we designed a reimagined chemo day journey that brought the system to patients instead of requiring them to find their way across multiple buildings and departments. The immediate impact: 11 football fields of walking reduced to 1.5.
In all, the organization vetted more than 60 recommendations, ultimately implementing 13 of the most pragmatic and high-impact innovations. As a result, the system saw a 20% decrease in peak wait times and increased patient satisfaction scores.
Walking the walk
One of the biggest insights was right under our feet. We found that patients walked a distance greater than 11 football fields during a typical chemo day visit, navigating multiple appointments and spending nearly all day on-site. Long wait times between and even during appointments made the experience frustrating and inefficient for physically exhausted patients and staff.
Further human-centered design research allowed us to map the end-to-end journey for patients on chemo day through observations and interviews with patients, caregivers, providers and staff. After documenting and categorizing pain points and opportunity areas, we finally had a framework to systematically explore strategies to innovate.
Caroline Garry
VP, Strategy + Design, Langrand
“Bring care to the patient, not the patient to care, and stress eases for everyone.”
Doing great work is never a solo act.
