Helping Chronic Pain Patients and their Physicians Access Care


Toronto Academic Pain Management Institute (TAPMI)


Qualitative Research

User Interviews


Journey Mapping

Information Architecture



Visual Design

Website Design

Service Design



TAPMI is an innovative program that brings together 5 unique Toronto-based pain management services under one umbrella. The multi-institutional partnership needed help rethinking the design of the existing processes  in order to provide improved access for both chronic pain patients and their primary physicians. and a website where their services could be accessed and intake procedures could be standardized. The goal was to design a website which would help to simply the intake and triage process to ensure a more efficient and accurate referral for patients and their providers.


Along with our user-centered design process, we researched international programs innovating in the treatment and triage of chronic pain, and identified areas of opportunity for improvement. Our findings were compiled into a Design Evidence™ document and presentation with the star finding being a Patient Experience Map. Seeing the patient journey mapped out visually and sequentially revealed that during the patient’s longest wait times, the existing system was doing nothing for them. 

The new website, which will continue to evolve and grow with the program, now provides TAPMI with a virtual home, establishing who they are and the services they provide, as well as accomplishing their primary objectives. They are now able to provide a centralized referral process with one referral form into all of the 5 pain services, and both patients and primary care providers can easily access information about chronic pain, treatment options, and how to access the TAPMI program.


We continue to use the user research, Experience Map, and design expertise to inform the content strategy and design of the website — which is set to roll out in phases as the program continues to develop.


Visit the TAPMI website to find out more: