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Patient-Centred Healthcare Experience Design

Pivot helps healthcare organizations reimagine patient and provider experiences. Our Informed Design™ process—rooted in research, empathy, and systems thinking—delivers solutions that improve outcomes and drive lasting change.

We Know Healthcare

With a rich portfolio in healthcare, we are well-versed in the industry's unique needs, complexities, and opportunities. No matter the task, our expertise makes us the ideal partner.

We’re Informed

Guesswork is not healthy when designing for healthcare. Our signature Informed Design process leverages extensive research layered with our empathic approach to move ‘we think’ to ‘we know’.

We Know Effective Design

Effective design starts from an unbiased viewpoint. So, we dig deep into patient experiences and provider workflows to bring a fresh perspective that results in design solutions delivering on real-world healthcare needs.

2,500
Projects
350+
Clients
25
Healthcare Specialists

Designing experiences that empower patients and providers

PIVOT’s comprehensive design services come together to deliver integrated and holistic design solutions. The result provides better patient experiences and empowers healthcare organizations to optimize their care delivery processes to deliver improved outcomes. 

Explore our healthcare services:

Designing experiences that empower patients and providers.

Service Design

PIVOT’s experience design services enhance patient interactions with healthcare products, services, and systems. We empower healthcare organizations to optimize their care delivery processes and elevate patient experiences, ensuring that every touchpoint improves outcomes and fosters better engagement.

“

The PIVOT team did an amazing job understanding and empathizing with our community and the reality of living with ALS. I appreciated that the recommendations and perspectives they brought forward were grounded in the needs of our community, always reminding us of WHO we are creating for.”

VP Marketing & Public Affairs, ALS Canada
Tactics & Outcomes
  • 1-on-1 Interviews, Observation & Shadowing
  • Service Blueprints
  • Competitive Analysis & Literature Reviews
  • Personas, Empathy & Journey Mapping
  • Stakeholder Mapping
  • Service Blueprints
  • Current & Future State Mapping
  • Co-Design Workshops
  • Concept Design & Prototyping

Empowering patients and providers

User Experience Design

From mobile health apps to complex clinical tools, we create intuitive user experiences that elevates patient engagement and streamlines provider workflows.

“

Thank you to the Pivot team for the incredible collaboration to get CareCanvas in place. We are very pleased with the end result and appreciate the team's expertise and process.”

Family physician team, University of Toronto Family & Community Medicine
Tactics & Outcomes
  • 1-on-1 Interviews & Persona Development
  • Landscape Review & Competitive Analysis
  • Field Observation & Shadowing
  • Accessibility Audits
  • Heuristic Evaluation
  • User Flows & Information Architecture
  • Wireframing & Interaction Design
  • Moodboards, Concept & Visual UI Design
  • Prototyping & Usability Testing

Design driven by research

Design Research

Design research empowers healthcare organizations to understand patient and provider needs, leading to effective, scalable, and innovative solutions that elevate care delivery.

“

We were so impressed with Pivot’s work. It’s a great example of how we can partner to design ‘out of the box solutions’ to improve health care for vulnerable youth.”

Nurse Project Lead, The Hospital for Sick Children Associate Professor
Tactics & Outcomes
  • Landscape Review & Material Audit
  • User Personas, Interviews & Surveys
  • Heuristic Evaluation
  • Usability Testing
  • Observation & Shadowing
  • Problem Framing
  • Jobs-to-be-Done (JTBD)
  • Journey Mapping & Service Blueprints
  • CoDesign

Building brands that connect

Brand Design

Pivot helps healthcare organizations build a cohesive and empathetic brand that resonates with patients, fosters trust, and differentiates you in the healthcare community.

“

PIVOT helped us to see it from the different perspectives of potential users; different patients with different struggles at different stages, and then, to try to conceptualize what each person at different points in time may want from a system that we were trying to develop. Thinking about it from that point of view was very new… it really helped us hopefully design something appealing, useful, effective and easy for patients to navigate.”

Psychiatrist & Head of the Perinatal Mental Health Program
Tactics & Outcomes
  • Concept & Moodboard Design
  • Brand Workshops & CoDesign
  • Brand Foundation & Strategy Creation
  • Brand Architecture & System Design
  • Logo Design & Brand Identity Design
  • Brand Asset Design & Communications
  • Key Messaging, Content Creation & Copywriting
  • Brand Guidelines

Informed Design

Designing for organizations in the field of healthcare can be a complex undertaking. These organizations – whether private or public – have multiple levels of stakeholders who often have competing objectives. The products and services they represent are often in of themselves highly technical with nuanced benefits. With our proprietary Informed Design process, we are able to untangle this complexity. Informed Design is both a creative and analytical process that serves up a rich understanding of the people who will use and benefit from the design solution. It empowers a different look at whole systems — one that engages users and stakeholders as worthy participants of the design process. It makes the complex knowable and helps us deliver design solutions that work.

Design Evidence™

Design Evidence™ is the case we build.

All our research efforts  in the Discovery Phase – a key part of our Informed Design process – are synthesized into a highly visual document and knowledge transfer session we call Design Evidence™. As the culmination of all our research, Design Evidence™ may include user personas, interview analyses, field research findings, themed user challenges and unmet needs, Worksession findings, high-value organizational opportunities, and recommendations for next steps. Design Evidence™ provides a roadmap to guide creative thinking and ideation in the successive Design Phase, but also becomes a valuable asset for your organization going forward to help inform future initiatives and strategic planning.

Shaping Resilient Health Systems, Closer to Home

At Pivot Health, we work with healthcare partners serving underserved, rural, and remote populations—where gaps in access, trust, and delivery are often most acute. Through our Informed Design process, we surface lived experiences, uncover systemic barriers, and co-create practical, context-specific solutions. By combining user research with strategic and design foresight, we help organizations innovate within complexity—designing for today while shaping more equitable, future-ready models of care. Our goal is to influence meaningful change where it’s needed most.

If you or your organization is tackling gaps in healthcare, we can help you design solutions that work on the ground and in the system. Please reach out for a free assessment. 

Client Testimonials

ABI Research Lab, University of Toronto

A toolkit to address the intersection of traumatic brain injury and intimate partner violence

Women’s College Hospital: Maternal Ontario Virtual Intervention Network (MOVIN)

A Virtual Intervention Network to Treat Maternal Mental Illness

TORONTO METROPOLITAN UNIVERSITY

An App to Help Teens with Insomnia Get a Better Night’s Rest