We visited oncology patients in their homes and asked them to show us how they manage information about cancer care costs. Surprisingly, much of this was done on paper and in many cases a spouse or other family member helped track expenses. One patient showed us her hand-written log of each amount she paid until she reached her out-of-pocket maximum, since after that point expenses would be covered by insurance.
Cost data was held in a virtual vault, intentionally inaccessible, with prices constantly in flux, and managed by administrators.
I facilitated team workshops to synthesize insights from our observations and interviews. Together we determined there were 3 use cases where cost transparency would have the greatest impact. We then identified the information needed for each use case and how to make it available to both team members and patients.
I drew storyboards to use as narrative prompts to "prototype" the service experience, so that we could learn from patients their preferences for discussing costs with clinical team members. We walked through the storyboards and asked interview questions.