Solution
To determine the best way to present timely information to people living with ALS, PIVOT took a Service Design approach to the project—to understand who is affected, how and when; and to determine how many people are involved in this care from a larger, service level perspective.
We conducted several user interviews to validate project personas and bolster our understanding of both patients and caregivers. With these learnings our team was able to act as the patient-voice throughout stakeholder meetings during the research project. Key user journeys were mapped into a blueprint to outline a big picture overview of the needs as well, we provided a detailed assessment of the opportunities within the journey for people living with ALS and their caregivers.