NYU LANGONE HEALTH
Future-proofing the patient experience for youth with chronic conditions
Role
Strategic Designer
UX Researcher
Methods
Ethnographic Research
User Interviews
Data Synthesis
Prototyping
Team
Camila Ordonez
Maria Shanina
Celine Opoku
Introduction:
Over 50% of youth in the U.S. with physical illnesses are at an increased risk of developing mental health conditions. Yet, traditional healthcare models remain disease-centered, focusing primarily on diagnosis and treatment without addressing the full spectrum of a patient's well-being. In this conventional system, patients—especially youth with chronic conditions—often feel disconnected from their care, with limited visibility into their progress and little opportunity to engage meaningfully with their treatment plan.
Brief:
Our team set out to bridge this gap by developing CareBuddy, a comprehensive digital solution designed to empower young patients with chronic conditions. Through user-centric design, we sought to create a tool that not only tracks health progress but also nurtures the mental and emotional well-being of the patient. By understanding the unique challenges and goals of youth patients, we identified a need for a more integrated, transparent, and supportive healthcare experience.
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Solution:
CareBuddy offers a personalized, interactive platform that connects patients with their healthcare teams and provides real-time insights into their health journey. The app tracks progress, delivers tailored feedback, and fosters communication between patients and their care providers. By empowering youth with a clearer understanding of their health status and treatment plan, CareBuddy helps them feel more in control and supported, reducing anxiety and improving both physical and mental health outcomes. The result is a more holistic, patient-centered approach to healthcare that addresses the full spectrum of well-being.
Design Research: A Patient-Centered Approach to Holistic Healthcare
We started by identifying key stakeholders and analyzing patterns in the patient ecosystem through literature reviews on youth patient care. Recognizing the heavy reliance of youth with chronic conditions on the healthcare system, we focused our design challenge on improving their experience: How can we future-proof care for these patients at NYULH, addressing their goals and preferences?
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We engaged with 12 hospitals, including NYULH, with Youth Advisory Councils (YACs) to conduct user interviews. These discussions revealed key social, behavioral, and physical challenges faced by youth patients, helping us identify opportunities to improve their healthcare experience.
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We synthesized our findings through affinity, empathy, and journey maps, gaining a comprehensive understanding of their lives, especially regarding frequent hospital interactions.
Affinity Map Key Findings
Design research revealed the need to rethink holistic healthcare and position mental and behavioral health in the front and center for youth patient care. Social and emotional well-being is the main driver for the successful management and care for youth patients with acute and chronic conditions.
Insight 1
Lack of Condition Awareness
Leads to escalated health issues in young patients
Physical Illness Causes
Behavioral and mental health issues young patients
Insight 2
Lack of Clarity in Medical Communication
Insight 3
Causes patient frustration and improper accommodation
Solution Co-Creation and Design
Based on youth patient insights, we assessed risks and established design criteria to address key pain points. This led to the development of CareBuddy, a digital and physical solution that empowers youth patients to track and manage both their physical and mental health.
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CareBuddy combines in-person workshops with a conversational AI app. The workshops educate patients about their chronic conditions, help them understand their health impact, and teach coping strategies. The app tracks health, stores medical records, and provides treatment schedules, while additional educational guides support overall well-being. Data collected through this initiative helps refine the solution to better meet patient needs and enhance their healthcare experience.
CareBuddy
Digital Experience
In-Person Workshop
Mixed Reality Integration
Data Accessibility
Mental Health
Social & Emotional Well-being
- Workshop view & sign-up
- Reminder to attend
- Follow-up with educational content
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Additional Features:
- Health timeline
- Medical records
- Resources
- Ask a question
- Connected to the NYU App
- Learn about their chronic conditions
- Understand the impact of their conditions on their physical & mental health
- Develop coping mechanisms for managing their conditions
- Build relationships with other youth patients who understand what they are going through
Concept and Value Proposition of Carebuddy
Digital Experience
Testing and Feedback
When testing the digital prototype of Carebuddy with our target group, they corroborated the product-market fit of our solution. Some commented how:
"You really need something new and exciting, not another boring app. Carebuddy is just that."
"It's like a best friend and therapist at once. It looks like I can learn new ways to manage my asthma and even pick up some mindfulness tricks."
Impact
CareBuddy future-proofs the holistic care experience by offering youth patients with chronic conditions a supportive space to both manage their symptoms and receive emotional care. Presented to the NYU Langone Health FuturePractice team in May 2023, this prototype is now being implemented to transform the youth patient experience across the hospital’s services and programs.
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The implementation of CareBuddy is expected to significantly enhance the clinical care experience for these patients. By combining in-person workshops, a digital app, and educational resources, CareBuddy empowers youth patients to take control of their health while also supporting their mental and emotional well-being. This solution not only meets their medical needs but creates a more integrated, compassionate approach to managing chronic conditions.
My Role
Research
Created a design research plan to gather findings from youth patients with chronic conditions; led interviews with Youth Patient Advocacy Groups from hospitals around the US.
Analysis
Synthesized research outcomes; consolidated insights, user profiles, patient journeys and identified key areas of intervention for ideation through Stakeholder, Affinity & Journey Mapping, and Design Criteria frameworks.
Ideation & Prototyping
Created the idea of a mixed reality experience that transforms the way youth patients manage their health by addressing their patient experience, goals, preferences, and the intricacies of the medical system while ensuring they can build a supportive community.
About NYU Langone Health
NYU Langone Health's (NYULH) FuturePractice is the innovation branch within the Department of Medical Center Information Technology, constituting an interdisciplinary team dedicated to advancing clinical innovation and shaping the youth's healthcare experience of tomorrow. The project began with the urging a paradigm shift in clinical care towards youth patient goals and preferences, signifying a departure from traditional disease-centered approaches. Rooted in the belief that patient engagement and satisfaction could be heightened through a holistic, goal-driven model, the brief sought to lay the groundwork for a transformative journey within the expansive network of NYULH.