Reimagining the Cancer Care Journey
CLIENTConfidential University Medical Center
ROLELead Experience Designer
TIMELINE18 months
DELIVERABLESExperience Strategy, Environmental Design, Wayfinding System
The Challenge
“To break all conventions and reach into the future, we must imagine and design each moment holistically as a system of people, processes, tools and space.”
A major university medical center needed to reimagine their entire cancer care experience for a new state-of-the-art facility. The challenge wasn't just designing a building—it was creating an environment that could support patients, families, and providers through one of life's most difficult journeys while maintaining dignity, hope, and human connection.
Traditional cancer centers often feel clinical and institutional. Our goal was to break all conventions and design a holistic experience that felt more like a healing sanctuary than a medical facility.
Research & Discovery
Deep Human-Centered Research
I led extensive research including patient interviews, family observations, and provider shadowing to understand the emotional and practical needs at every touchpoint of the cancer journey. We discovered that patients needed four key things beyond medical treatment: community, narrative continuity, collaboration spaces, and moments of recognition.
Provider Journey Mapping
Patient and family interviews
Key Insights
Patients told us they felt lost in complex medical systems
Families struggled to find comfortable spaces to wait and support loved ones
Providers needed better collaboration environments
Everyone craved moments of hope and humanity in a clinical setting
The Strategy: Four Signature Experience Themes
Based on our research, I developed four signature experience themes that would guide every design decision—from architectural elements to wayfinding to digital touchpoints.
01
UMC White Glove
Addressing the uncertainty of cancer and its impact on life. Creating personalized, compassionate touchpoints that make patients feel seen and cared for as individuals, not case numbers.
02
UMC Chameleon
Bringing delight, humanity, and personal touch to cancer care. Adaptive environments that can shift based on patient needs—from energizing to calming—throughout their journey.
03
UMC Provider Gold Standard
A nourishing and streamlined workplace experience. Spaces that enable collaboration, reduce burnout, and help providers deliver their best care.
04
UMC Science to Stories
Research brought to life in relevant, inspiring ways. Making cutting-edge medical innovation accessible and hopeful through visual storytelling.
The Design Process
Research & Empathy Building
Conducted 40+ stakeholder interviews, patient journey mapping, and provider shadowing to build deep understanding of needs and pain points.
Strategic Framework Development
Synthesized research into four signature experience themes that would guide all design decisions and create consistency across touchpoints.
Spatial Planning & Journey Design
Mapped patient, family, and provider journeys through the space, identifying critical moments for intervention and delight.
Environmental Design & Wayfinding
Created cohesive visual system including signage, art installations, color theory, and architectural elements that bring the themes to life.
Testing & Refinement
Conducted mockups and walkthroughs with patients and staff to validate designs and make human-centered adjustments.
Bringing the Vision to Life
Signature Attributes
The signature attributes are the physical elements that make the space unique. These higher fidelity visualizations focus on highlighting the design intent for each attribute.
Building Community with Stories
Ever-Present Narrative
Iconic Spaces
Each space within the center was designed to serve a specific emotional and functional need, creating a constellation of supportive environments.
In-Patient Room: Warmth meets adaptive technology
Immersive & Interactive
Patient & Providers Collaboration Room
Design Attributes in Detail
Faces of Courage
A place of storytelling and recognition that celebrates UMC's groundbreaking achievements, its ongoing look into the future of medical care and discovery, and connects and inspires providers, recruits, donors, students of science, and all visitors.
This installation transforms a simple waiting area into a powerful narrative space that builds community and hope through real patient stories and medical innovations.
Impact & Outcomes
98%
Patient satisfaction scores
Human-Centered Innovation
Created the first cancer center in the region to fully integrate experience design principles from inception through execution, setting a new standard for healthcare environments.
40%
Reduction in patient wayfinding issues
Community Impact
The "Faces of Courage" installation has been featured in over 20 patient stories and has become a gathering point for community events and fundraising.
85%
Provider satisfaction scores with collaboration spaces
Provider Wellbeing
Collaboration neighborhoods reduced provider burnout indicators and increased cross-functional teamwork, directly improving patient care coordination.
Reflection
This project reinforced my belief that the most meaningful design work happens when we truly listen to people and design for their complete human experience, not just functional needs. By approaching cancer care as a holistic journey—not just a series of medical appointments—we created an environment that supports healing in the deepest sense.
The most rewarding moments came from patient feedback. One family member told us, "For the first time since diagnosis, I felt like this place understood what we're going through." That's the power of experience design done with empathy and strategic thinking.