Designing a Connected Patient Care Journey

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Healthcare systems are complex ecosystems where patients navigate multiple touchpoints across providers, services, digital platforms, and communication channels. I worked with NewYork-Presbyterian to explore how service design could better support patients by creating more connected, personalized care journeys. Through patient research, stakeholder collaboration, and experience strategy, I helped define a scalable personalization approach that balanced patient needs, organizational complexity, and healthcare privacy requirements.

My Role: UX Researcher + Service Designer + Experience Strategist
Timeframe: 2 months
SERVICE DESIGN
HEALTHCARE
PATIENT EXPERIENCE
PERSONALIZATION STRATEGY
Cropped image of service blueprint with mobile interface overlapping.
THE CHALLENGE
Designing a patient-centered experience across a complex healthcare ecosystem
NewYork-Presbyterian’s healthcare ecosystem spans 10 hospitals, 200+ care locations, and a growing network of digital health services. As this ecosystem expanded, patients increasingly navigated care across disconnected providers, platforms, and communication channels, creating gaps in continuity, context, and guidance throughout their journey.
UNDERSTANDING PATIENT JOURNEYS
Research revealed that patients needed continuity and clear guidance, not simply more healthcare information.
I conducted interviews with 6 patients across individual, paired, and group sessions to understand how people navigated care information, evaluated options, managed treatment, and determined what to do next. I also analyzed NYP engagement data, including pathing and page visits, to identify the information patients sought most and validate the journey stages that the experience needed to support. The research showed that patients experienced the greatest uncertainty when moving between services or determining their next step. This shifted the design focus from organizing information around NYP's organizational structure to organizing the experience around the patient journey, context, and next action.
Slide of engagement data for pages. User research summary of interviews.

MAPPING THE EXPERIENCE ECOSYSTEM
Research findings became a service blueprint connecting patient needs, visible experiences, operational workflows, and digital touchpoints.
I mapped the patient journey from awareness through post-care, identifying where patients encountered disconnected information, unclear handoffs, and gaps in continuity. The blueprint connected each patient-facing touchpoint to the operational processes and systems behind it, revealing opportunities to make responsibilities, progress, and next steps more visible. Rather than a collection of independent interactions, the design solution became focused toward a connected care journey that could maintain context as patients moved across services.
IMAGE: A service design bluprint maps patient profiles to healthcare journeys, information needs, digital touchpoints, and personalization opportunities.
THE CARE EXPERIENCE STRATEGY
Creating a scalable, connected care model that coordinated context, communication, and next steps across existing healthcare services.
Rather than replacing NYP's existing clinical, scheduling, communication, and patient-portal systems, I designed a coordination layer that could connect them around the patient's journey. The model brought together current status, timeline, next steps, contextual communication, care-team support, and relevant resources while incorporating personalization rules, coordination logic, journey context, and privacy requirements. The strategy was tested through 3 stakeholder data sessions and 2 targeted Test & Learn sessions, which helped refine the model before designing the digital experience.
A diagram shows how the service journey was designed.
PATIENT SUPPORT EXPERIENCE
The resulting experience made a complex healthcare journey easier to understand and act on.
The digital experience surfaced where patients were in their journey, what had happened, what needed attention, and what to do next. Usability testing with 9 participants showed that patients found the tracker useful and that its simplicity made the healthcare management process feel less confusing and stressful.
A series of interfaces how the digital part of the experience on mobile devices.
IMPACT
Established a connected care framework that translated patient needs and behavioral data into more personalized digital healthcare experiences.
The framework reorganized healthcare interactions around patient needs rather than organizational structures, connecting patient context, operational workflows, and digital touchpoints to deliver clearer guidance, more relevant communication, and greater continuity across the care journey.
An image collage shows a dashboard of Patient Profiles and pages with personalized content pathways.
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