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Project Outcome
This research initiative laid the groundwork for systemic improvements across Mount Sinai’s primary care model. By centering the voices of patients and providers alike, we equipped decision-makers with the evidence and empathy needed to design future-forward practices rooted in dignity, access, and operational excellence.
Our research led to a comprehensive insight report with actionable recommendations across key domains: care team structure, access parameters, patient communication, and technology integration. We framed these as strategic levers for building more joyful, accountable, and human-centered care environments.
Transforming Primary Care at Mount Sinai Through Human-Centered Design
Mount Sinai Health System was exploring how to transform primary care delivery across its network. As part of this effort, Family Health Associates in Queens was selected as a test site for evaluating current operations, care delivery, and patient experience. Our goal was to uncover system-level barriers and frontline needs in order to inform a strategy for improving clinical effectiveness, care access, and patient trust.
Deliverables
Ethnographic Research ( HCD)
Research Findings Report
We conducted on-site research including environmental audits, stakeholder interviews, patient journeys, and service mapping to understand how the practice functioned day-to-day. These methods helped us surface disconnects between staff intentions, operational workflows, and patient expectations especially around scheduling, follow-up, and care continuity.
Rather than focusing only on productivity or clinical metrics, we analyzed the full care ecosystem, from physical space usage to scheduling patterns, staff dynamics, technology touchpoints, and emotional friction for both patients and providers. The data revealed how burnout, staffing models, and lack of integrated communication tools were affecting care delivery and team cohesion.
Client
Arnold Institute & Mount Sinai Health System
Sector
Healthcare Systems
Project Type
Research, Strategy
Role
UX/UI Designer | Mount Sinai
