Olivia Wu
OVERVIEW
This mobile service app is designed to align with Masthead's goal to provide women with comfort, support, and dignity as they recover from breast surgery. While Masthead already offers a unique and thoughtfully designed bra, we believe that their relationship with the customer should extend beyond the operating room.
DURATION
1 month
MY ROLE
Research, Wireframing, Prototyping, Testing
COLLABORATORS
Parvathy Anand
Carolyn Jiang
TOOLS
Figma
The mobile-based service is designed to provide professional and person-to-person care to patients in their recovery journey. We believe we can empower patients and give them a greater sense of control over their recovery by providing personalized information and care. Through this application, patients can easily access important information and resources that will help them navigate their recovery process with greater ease and confidence.
Masthead’s primary aim is to provide women with comfort, support, and dignity as they prepare for, undergo, and recover from surgery and other treatments.
While they are able to offer support through their unique and thoughtfully designed bra, their relationship with the customer ends when the patient wakes up in a Masthead bra post-surgery.
“I woke up in this pretty pink bra, the Elizabeth Pink Surgical Bra from my exchange surgery...”
- PATIENT
We believe that
Offering a compassionate and engaging guide to the breast surgery recovery journey can help Masthead build a lasting relationship with its customers, allowing it to become a leading brand for post-surgery care.
Features
With the goal of providing professional and person-to-person care to patients in their recovery journey, we have designed the following key features.
PROVIDING PROFESSIONAL CARE
Tracking Condition
Satisfying the goal to receive professional post-surgical care, this feature helps the user track their conditions as they proceed with their recovery journey. They can log symptoms, such as pain, drainage and swelling along with other factors like mood, sleep and medication. The app also provides personalized insights based on the log.
PROVIDING PROFESSIONAL CARE
Smart Insights
Using the symptoms inputted by the user, the app creates diagnostic insights. This gives the user more transparency on their recovery process while alerting them of potentially concerning developments.
PROVIDING PROFESSIONAL CARE
Predictive Analytics
Through the use of existing data, we generate symptoms predictions that take into account the time elapsed since the surgery. This enables users to gain insight into their current situation and anticipate what lies ahead.
PROVIDING PROFESSIONAL CARE
Calendar View
This feature gives users a sense of progress as they continue through their recovery. They can look at their tracking record in a calendar view and toggle between Date Views to highlight trends circles in their records.
PROVIDING PROFESSIONAL CARE
Viewing Old Logs
Users can choose to look at their tracking record in a calendar view, so they can feel a sense of progress as they continue through their recovery journey.
PROVIDING PERSON-TO-PERSON CARE
Community Moodboard
Users can participate in forums that are relevant to their surgical procedures, where they can express their feelings and offer support to one another. The aim is to provide users with a sense of community and reassure them that they are not alone on their journey.
Design Value Summary
Process Deck
Process Overview
Research
Stakeholder + User Journey Maps + Story Boards
Stakeholder Map
Understanding Masthead Company
Masthead’s primary aim is to provide women with comfort, support, and dignity as they prepare for, undergo, and recover from surgery and other treatments.
Understanding the User
While they are able to offer support through their unique and thoughtfully designed bra, their relationship with the customer ends when the patient wakes up in a Masthead bra post-surgery, during the most critical and vulnerable time for the patients.
Hypothesizing Value Proposition to Users and Business
By offering a compassionate and engaging guide to breast surgery recovery, Masthead will build a lasting connection with its customers and establish itself as a leading brand for post-surgery care.
Journey Map
During our research, we discovered that the surgical experience varies significantly depending on the procedure. Therefore, we chose to concentrate on three specific types of procedures: mastectomy, breast reduction, and augmentation. We created detailed journey maps for each of them to identify the distinctions and similarities in the patient experience. In doing so, we aimed to gain a comprehensive understanding of the surgical journey for each procedure.
Augmentation Surgery
Mastectomy Surgery
Reduction Surgery
Storyboards
We used story boards as a tool to outline potential ways that mobile-based comprehensive care would look for the three surgical procedures. This activity enabled us to understand the emotions involved and empathize with the users, laying the groundwork for our design process.
Wireframing
We started designing low-fi wireframes where our focus was building a robust information architecture. We did not particularly focus on the visual, interaction and content fidelity.
Concept Validation
Because of the scarcity of breast cancer patients available for testing immediately, we interviewed people who have undergone a surgery to concept test our ideas while acknowledging the differences between the sensitive nature of breast cancer patients.
Revised Design Goals
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Focus on Post-Surgical Care
Prioritizing post-surgical care as opposed to pre-surgical to ensure that individuals receive the necessary support and resources during recovery.
Focus on Post-Surgical Care
Leveraging user data and incorporating algorithms to offer tailored recommendations and insights.
Building a Community
Creating a safe and empathetic environment to allow individuals to have access to personal care through exchanges of emotions and support.
Conclusion
Good design should go beyond transactions
Initially, the emphasis on the shopping aspect of Masthead's products seemed logical for their app. However, we soon realized the importance of going beyond mere transactions and crafting a service that foster long-term relationships between companies and their customers.
Important to incorporate micro-interactions
Micro-interactions felt so minimal, yet these small interactions can significantly elevate the whole experience without noted. Through designing the mood board for our mobile service, I came to appreciate how something as simple as streamlined posting a thought bubble can add to the brand identity.
Hey! I'm Olivia Wu, a product designer with a passion for providing data-driven solutions to solve real needs.