Navigating Multiple Sclerosis
Created a comprehensive patient journey map for multiple sclerosis (MS), helping Celgene better understand and support patient needs.
Problem
Navigating healthcare is often overwhelming for MS patients. My goal was to map their experience, identify pain points, and uncover insights to improve support.
Approach
I conducted contextual interviews with patients and healthcare providers to capture real experiences. Insights were visualized in a detailed journey map, highlighting friction points and opportunities for better support.
Outcomes
The journey map gave Celgene a clearer understanding of patient needs, helping healthcare providers see key challenges. While it didn't immediately lead to digital solutions, it laid a strong foundation for future initiatives. The client praised the depth of insight that was achieved.
Lessons Learned
Design is a powerful tool for revealing hidden challenges. By centering the patient's perspective, I created a resource that fostered empathy and strategic direction—and showed how much deep insights can be uncovered in a short time.
