Student team · Service design and UX research
UPMC MyCare Service UX Research
A Carnegie Mellon University student-team research project investigating onboarding and aftercare for the UPMC Mercy Vision Institute outpatient center.
- Year
- 2020
- Role
- Design Researcher
- Tools
- Illustrator, Photoshop, Rhino, KeyShot, Design Research Methods
A student-team research brief
In 2020, our Carnegie Mellon University design student team investigated the onboarding and aftercare experience for a new UPMC Mercy Vision Institute outpatient center. The project formed part of UPMC's collaboration with university design students.
Trust and the care experience
The research emphasized institutional trust built through consistent care. It considered how a care environment could embody security, support and a connection to the community.
Making information easier to understand
The archived research explored accessibility and navigation, metaphors for a care space, and criteria for clearer information. These included understandable language, appropriate context, alternative ways to communicate, and responsiveness to the listener.
Examining trust in onboarding and aftercare
Process
Define the student team's research scope
In 2020, our Carnegie Mellon University design student team investigated onboarding and aftercare for the UPMC Mercy Vision Institute outpatient center. We examined touchpoints between the institution and its users from a service-design perspective.
Explore accessibility and the care environment
The research considered service accessibility and navigation. A collaborative workshop explored metaphors for a care space, examining how it could express security, support and a connection to the community.
Set out criteria for clearer communication
The work considered understandable language, appropriate context, alternative ways to communicate and responsiveness to the listener. It connected communication with institutional trust built through consistent care.
Research outcome
The student-team research set out considerations for accessibility and navigation, metaphors for a care space and criteria for clearer information. The materials show a service-design perspective on onboarding and aftercare.
What I took from this work
In a care experience, understanding information and finding the next action are connected to trust. Looking at onboarding alongside aftercare brought understandable language, appropriate context and different ways of communicating into focus as service-design criteria.
Project images
Full research deck
Scroll through all 15 slides, or open the original PDF in a new tab.
