Northwestern Medicine
Reimagining healthcare through accessibility
Service Design | Digital & Physical Design | Design Research
The WHO estimates that 1 in 6 people worldwide experience significant disability.
At Northwestern Medicine, patients with communication disabilities often faced unnecessary barriers when visiting ambulatory clinics. Although many accessibility tools already existed, they were underutilized, leaving staff to rely on pen-and-paper workarounds that limited patient experience and efficiency.
the challenge.
the approach.
Partnering with Northwestern Medicine, our team set out to reimagine the patient experience by exploring both physical and digital solutions.
Since direct patient interviews weren’t possible, we took an immersive research approach, replicating the challenges patients might encounter to better understand their needs.
We complemented this with insights from 10 stakeholders, including clinic staff, nurses, doctors, and speech and language specialists.
Stakeholder perspectives revealed critical insights that underscored the need not for new tools, but for better training, adoption, and empathy-building within clinics.
when good intentions meet gaps in understanding
Clinic staff want to provide the best care for patients with communication disabilities, but without firsthand understanding of the challenges, they default to workarounds that feel easier, leaving patients frustrated and tools underutilized.
the innovation.
As prototyping lead, I challenged the team to move beyond standard solutions like flyers and apps. We brainstormed multiple concepts. Ultimately narrowed it down to three high-potential prototypes using a prioritization matrix.
The standout innovation was a Role-Play Training Program. A low-cost, scalable solution designed to help clinic staff experience the frustrations of patients with communication disabilities. Staff engaged in simulated scenarios that mimicked different communication challenges, such as conveying their symptoms without speaking while wearing noise-canceling headphones that prevented them from hearing. This immersive approach built empathy and reinforced the importance of leveraging existing accessibility tools already available in clinics.
my role.
our impact.
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Researcher: Developed discussion guides, conducted IDI's and consolidated secondary research on communication disabilities. Led efforts to simulate patient challenges, uncovering overlooked gaps in staff behavior and tool adoption.
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Prototyping Lead: Drove brainstorming sessions and prototyping workshops, designed the prioritization matrix, and led the second iteration of the Role-Play Training prototype.
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Frameworks: Designed the patient journey, and a Service Blueprint to align stakeholders and visualize opportunities.
The training program gained interest from Northwestern Medicine stakeholders precisely because it was:
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Low-cost to design and test
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Scalable across multiple outpatient clinics
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Practical in driving behavioral change and tool adoption
While this project was an early-stage exploration, it planted the foundation for scalable accessibility training that could extend across healthcare systems.
learnings.
This project reshaped my design approach by embedding accessibility as a non-negotiable part of innovation. It also deepened my understanding of the U.S. healthcare system from both patient and healthcare ecosystem perspectives an experience I will carry forward in my work creating inclusive, human-centered solutions at scale.