Overview

Northwestern Medical's communication accommodation kits were underutilized by staff and patients. This created significant issues when communication barriers arose during appointments, resulting in suboptimal care.
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I led comprehensive service research to uncover why the resources suffered low adoption and identify critical gaps in the healthcare journey. I used ethnographic research and stakeholder interviews to iterate journey maps, research frameworks, and prototypes. My research revealed two strategic design interventions in the healthcare service, projected to reduce appointment time by 25% and serve 110+ communication-impaired patients monthly.