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Patient Itinerary

Microsoft Health and Wellness Design Challenge 2007


Collaborators: Lauren Holt, Dongkyun Kim, Justin Lau
Duration: Four months, Designing for Services Project at Carnegie Mellon University
Clients: Microsoft and University of Pittsburgh Medical Center (UPMC)
Year: 2006
Artifacts: Full presentation

Transforming Care at the Bedside (TCAB) identified a problem with patients not knowing where to go during appointments and staff not knowing where they'd been. So we worked alongside UPMC's center for Quality Improvement and Innovation to design a patient itinerary service that will answer these and other problems.


To understand the problem better we used directed storytelling method for this project. Directed storytelling is a process designed to capture user's mental models of the current process and develop an understanding of their informational and emotional needs. Through directed storytelling we were able to quickly capture issues the patients dealing with their every visit to the hospital.