The Backdrop

Client: A medical clinic based in Grand Rapids
Industry: Health and Wellness
Timeline: 2 weeks (2025)
My Role: Lead Designer

What the Client Needed

The clinic wanted a clear, honest picture of what it actually feels like to be a patient—from first touchpoint to discharge. They knew the experience wasn’t as smooth as it could be, especially across their digital touchpoints, but they didn’t yet have a full view of where things were breaking down.

They also wanted to understand what patients were saying about them, how they compared to other clinics in the area, and where meaningful improvements could be made without overcomplicating the system.

How I Helped

Working as a team with a SME, I conducted staff interviews and gathered both internal and external research to map the end-to-end patient journey. This included reviewing patient feedback, evaluating the clinic’s digital presence, and analyzing how competitors were approaching patient experience.

I synthesized everything into a patient-centered research deck that was designed to be clear and easy to act on. The deck surfaced key insights, highlighted moments of friction and opportunity, and translated research into practical recommendations. I then presented the findings directly to the clinic staff to align the team around a shared understanding of the patient experience.

What Changed

The research gave the clinic a clear, shared view of their patient journey and where improvements would have the biggest impact. Instead of assumptions, the team had real insight grounded in patient voice and behavior.

Following the presentation, the staff took meaningful action based on the recommendations—making changes to their digital experience and care flow to create a smoother, more supportive experience for patients from intake through discharge.