Solution

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.