Creating the case for an expanded scope of support to meet patients’ and caregivers’ emotional and logistical needs

Project Summary

Context & Role
Project work at J&J Design Studio. My role was Service Design Lead and Program Manager.

Timeline
16 weeks, September 2021 - December 2021

Project Team
Mary Quandt, Samara Bennett, Evie Cheung, Andrea Yip, Eldar Tokhamtyshev, Ethan Smith

Overview

To maintain confidentiality, this is a high-level summary. For the full version, please reach out to hello@eviecheung.com

Challenge

Driven by goals for fulfillment, persistence, and graduation in injection treatment for schizophrenia, the client aimed to enhance support services for people living with schizophrenia (PLWSCZ).

Approach

In collaboration with J&J Design, the client prioritized three concepts for activation in order to deliver on a patient-centric vision of the future—with an increased emphasis on PLWSCZ from underserved communities who may have higher barriers in accessing care. These were co-created and evaluated by three research rounds with PLWSCZ, caregivers, and providers.

Outcome

A unified vision on how to provide multiple channels of support to people living with schizophrenia throughout their journey

Roadmap for three prioritized concepts with clear paths  to activation and connections with existing J&J capabilities and objectives

Research & Design Process

Over 16 weeks, we crafted a visions for the future state E2E experience by understanding the current state and generating new ideas with patients.

Key Challenges and Approach

Shifting Mental Models: Widening the Definition of “Care” and “Support

The client's pharmaceutical goals— initiating, maintaining, and graduating treatments—narrowed their view of patient and caregiver support needs.

Our research revealed that people living with schizophrenia often struggle to reintegrate into society, especially post- hospitalization or episodes. We broadened the definition of care to include emotional and logistical support.

Challenging Assumptions: Expanding Beyond a Predefined Digital Solution

At the project's start, the client was committed to developing a digital app to support people living with schizophrenia and had already begun building it with a third-party partner. However, this direction was based on senior stakeholders' assumptions without supporting research.

Our team expanded their perspective through three rounds of research, creating a more holistic end-to-end view of the schizophrenia journey and proposing multiple types of support.

Ensuring Representation: Recruiting the Right Individuals & Communities

The client wished to better understand how to provide more effective and inclusive schizophrenia care for Black communities.

The initial participant pool, limited to pre-vetted individuals with positive treatment experiences, lacked racial diversity and introduced bias. Our team advocated for a more diverse participant group by engaging local community institutions. While this extended the research timeline, it led to a more comprehensive understanding.