August 2020 - October 2020
Strategist and Designer
Refugee patients face major obstacles when visiting their healthcare providers, and our Service Design Capstone team wanted to see how we could reimagine this experience.
In a team of 5, we were tasked to develop a service that would address one or more issues affecting refugee patients in Austin, TX.
Interpretation and translation can be a barrier to receiving proper care at a hospital or clinic.
After 12 interviews with refugees, healthcare providers, and representatives from non-profit refugee organizations in the Austin area, we had a few themes:
➯ Audio interpretation is often the only option.
➯ You don't know if the other party is translating properly.
➯ Needing a translator in a health care setting can impact the comfort level of a patient.
Is Visualize comprehensive enough to address health communication issues?
Here's just a sample of some of the feedback we collected from providers and reps from refugee non-profit organizations:
➯ "This is a good way to build patient autonomy."
➯ "Third party interpretation often causes miscommunication, so removing reliance on this could be useful."
➯ "Would patients using this service stick out like a sore thumb?"
^ That piece of feedback prompted us to broaden our scope: Visualize can apply to all patients, not just refugees. After all, everyone should be able to feel confident in what they're communicating to their provider.
The bottom line: clinics will save money on third-party interpreter use. Patients have autonomy over the message that's being communicated to their provider.
➯ Providers exert less energy gathering patient information, leaving more energy for the patient
➯ Providers and patients can communicate more easily and develop a relationship
➯ Patients are confident that their health information is being communicated front-end to back-end