Orion Health

Redesigning the patient experience  


During my time at Fjord Atlanta, I worked with a Healthcare company with several hospitals, medical offices, and urgent cares in the Northeast to identify the future of healthcare. The client had not typically taken a patient-first or human-first approach to designing products and services and hired our team to help identify innovative areas and where the industry was heading. 

My role: I worked as a service and interaction design on this project 

Other roles: Project Lead, service and interaction designer, and two visual designers. We also worked closely with leaders who managed the client engagement. 


What we did

Scoping activities 

  • In-person client meetings to work with our client team to understand the current landscape and their market


  • After working with a recruiter, we conducted research in the field to identify participants that fit the sample generated by our team and the client. We then met with the patients in their homes and drove to their doctors' appointments to assess their state of mind and other behavioral instances. 

  • Shadowing through visiting urgent cares unannounced and completing visits to experience first-hand what the experience entailed

  • Internal focus groups with several departments to discuss findings and identify further potential opportunity areas according to employee experts outside of the client team 

Design and Prototype​​

  • Created storyboards and wireframes for a potential end to end experiences  

  • Designed activities and facilitated in-person workshops at the client site to review and adjust concepts, including customers for co-creation 

  • The team decided a video would be best to showcase this future vision for healthcare, this medium would be easy to share throughout the large organization 


  • We scripted the video according to the storyboard and screens created through ideation informed by our research.

  • The video above is white-labeled to conceal the client's information.