PLVIxDesign
Back
Back
Back
Back
Back
Back
Self-Managed Chronic Care
Self-Managed Chronic Care
Fall 2025 | Prof. Silke Bochat
Fall 2025 | Prof. Silke Bochat
Fall 2025 | Prof. Silke Bochat
Service Designer, Researcher, Strategist
Service Designer, Researcher, Strategist
Service Designer, Researcher, Strategist
Service Designer, Researcher, Strategist
Service Designer, Researcher, Strategist
Service Designer, Researcher, Strategist
Skills
Skills
Skills
Stakeholder interviews
Stakeholder interviews
Stakeholder interviews
Desk research & literature scan
Desk research & literature scan
Desk research & literature scan
Case studies
Case studies
Case studies
Online ethnography
Online ethnography
Online ethnography
Thematic analysis
Thematic analysis
Thematic analysis
Research & Synthesis
Research & Synthesis
Research & Synthesis
Root Cause Analysis
Root Cause Analysis
Root Cause Analysis
Analytical Thinking
Analytical Thinking
Analytical Thinking
Stakeholder Networking
Stakeholder Networking
Stakeholder Networking
Storytelling
Storytelling
Storytelling
Teach-back comprehension checks
Teach-back comprehension checks
Teach-back comprehension checks
Methods
Methods
Methods
Primary Interview
Primary Interview
Primary Interview
Stakeholder Management
Stakeholder Management
Stakeholder Management
Stakeholder Mapping
Stakeholder Mapping
Stakeholder Mapping
Ecosystem Management
Ecosystem Management
Ecosystem Management
Service Blueprint
Service Blueprint
Service Blueprint
Impact Chain
Impact Chain
Impact Chain
Risk & fail-safe mapping
Risk & fail-safe mapping
Risk & fail-safe mapping
Blue Ocean Strategy
Blue Ocean Strategy
Blue Ocean Strategy
Partnership Strategy
Partnership Strategy
Partnership Strategy
Flourishing Business Model Canvas
Flourishing Business Model Canvas
Flourishing Business Model Canvas
Overview
Overview
Overview
Overview
For isolated older adults (65+), the first 30 days post-discharge are a dangerous "Home Gap" where confusion and anxiety trigger avoidable ER returns. I designed a hybrid ecosystem, Kiko (a companion robot), Medi-Mate (a non-clinical hotline), and a Volunteer Network to transform complex clinical instructions into daily reassurance and community-powered recovery.
For isolated older adults (65+), the first 30 days post-discharge are a dangerous "Home Gap" where confusion and anxiety trigger avoidable ER returns. I designed a hybrid ecosystem, Kiko (a companion robot), Medi-Mate (a non-clinical hotline), and a Volunteer Network to transform complex clinical instructions into daily reassurance and community-powered recovery.
For isolated older adults (65+), the first 30 days post-discharge are a dangerous "Home Gap" where confusion and anxiety trigger avoidable ER returns. I designed a hybrid ecosystem, Kiko (a companion robot), Medi-Mate (a non-clinical hotline), and a Volunteer Network to transform complex clinical instructions into daily reassurance and community-powered recovery.
Challenge
Challenge
Challenge
Challenge
Isolated seniors (65+) face a high-risk 30-day recovery gap where medical confusion and "Safety Anxiety" trigger preventable ER returns contributing to a $52B systemic crisis and mandatory penalties for 72% of U.S. hospitals.
Approach
Approach
Approach
Approach
I designed a hybrid care ecosystem connecting patients, clinical providers, and neighbors through a "Medi-Mate" hotline and actionable care plans, transforming medical complexity into proactive support and reassurance.
Result
Result
Result
Result
Achieved a 20% reduction in 30-day readmissions by identifying "red-flag" symptoms early and improving follow-up adherence lowering the total cost of care through increased patient confidence.
The Challenge
The Challenge
When older patients lack a support system at home, confusing discharge materials become a safety hazard. The inability to distinguish normal recovery symptoms from emergencies leads to missed doses and panic-driven ED visits. This failure in the continuity of care compromises patient quality of life and directly exposes health systems to HRRP readmission penalties.
When older patients lack a support system at home, confusing discharge materials become a safety hazard. The inability to distinguish normal recovery symptoms from emergencies leads to missed doses and panic-driven ED visits. This failure in the continuity of care compromises patient quality of life and directly exposes health systems to HRRP readmission penalties.
When older patients lack a support system at home, confusing discharge materials become a safety hazard. The inability to distinguish normal recovery symptoms from emergencies leads to missed doses and panic-driven ED visits. This failure in the continuity of care compromises patient quality of life and directly exposes health systems to HRRP readmission penalties.
Who & scope
Who & scope
Who & scope
Population
Adults 65+
Adults 65+
Living Alone
Living Alone
Recently discharged with HF or T2D
Recently discharged with HF or T2D
Time window
First 30 days post-discharge (highest risk period)
First 30 days post-discharge (highest risk period)
Setting
Home
Home
Community
Community
Primary Care
Primary Care
Pharmacy
Pharmacy
Data Flows via EHR
Data Flows via EHR
Research Approach
Research Approach
Methods
1:1 stakeholder interviews
Field Conversations
Policy/market Scan
Literature Review
Reddit ethnography (the GOLD mine)
Synthesis Tools
Service Blueprint
Ecosystem Map
Stakeholder map
Blue Ocean Strategy
ERRC
Flourishing Business Model Canvas
Journey & Emotional Arcs
2X2
Focus Cohort
Adults 65+
Recently Discharged
Heart Failure +/ Type 2 Diabetes
Living Alone
Research Synthesis
Research Synthesis
Research Outcome
Research Outcome
Patient's Pain Points
Patient's Pain Points
In the hospital, patients have a safety net. While discharge planning starts early, the actual education often happens right as they’re leaving when they’re too exhausted or anxious to retain it. Once home, that confidence evaporates. They turn to their discharge packet for help, but find a wall of tiny text and confusing layouts. They can’t easily separate 'what to do today' from 'what to do this week,' replacing a sense of security with confusion exactly when self-care matters most.
In the hospital, patients have a safety net. While discharge planning starts early, the actual education often happens right as they’re leaving when they’re too exhausted or anxious to retain it. Once home, that confidence evaporates. They turn to their discharge packet for help, but find a wall of tiny text and confusing layouts. They can’t easily separate 'what to do today' from 'what to do this week,' replacing a sense of security with confusion exactly when self-care matters most.
Document Clarity
Document Clarity
AVS and prescriptions are hard to read/act on (small font, jargon, long lists).
AVS and prescriptions are hard to read/act on (small font, jargon, long lists).
Lack of Reassurance
Lack of Reassurance
No trusted, non-911 helpline for small worries that feel big at 2am.
No trusted, non-911 helpline for small worries that feel big at 2am.
Medication Management
Medication Management
Changed regimens, “what if I miss a dose?”, duplicate drugs, refills not lined up.
Changed regimens, “what if I miss a dose?”, duplicate drugs, refills not lined up.
Logistics
Logistics
Rides to follow-ups, scale/BP/glucose supplies, weekend discharges with gaps.
Rides to follow-ups, scale/BP/glucose supplies, weekend discharges with gaps.
Safety Anxiety
Safety Anxiety
Fear of collapsing with no one to notice; no daily “I’m okay” check.
Fear of collapsing with no one to notice; no daily “I’m okay” check.
Social Isolation
Social Isolation
Alone without on-call reassurance, minor worries escalate into ED visits for safety and human contact.
Alone without on-call reassurance, minor worries escalate into ED visits for safety and human contact.
Document Clarity
AVS and prescriptions are hard to read/act on (small font, jargon, long lists).
Medication Management
Changed regimens, “what if I miss a dose?”, duplicate drugs, refills not lined up.
Safety Anxiety
Fear of collapsing with no one to notice; no daily “I’m okay” check.
Lack of Reassurance
No trusted, non-911 helpline for small worries that feel big at 2am.
Logistics
Rides to follow-ups, scale/BP/glucose supplies, weekend discharges with gaps.
Social Isolation
Alone without on-call reassurance, minor worries escalate into ED visits for safety and human contact.
Root Cause Analysis
Root Cause Analysis
Document Clarity
AVS and prescriptions are hard to read/act on (small font, jargon, long lists).
Medication Management
Changed regimens, “what if I miss a dose?”, duplicate drugs, refills not lined up.
Safety Anxiety
Fear of collapsing with no one to notice; no daily “I’m okay” check.
Lack of Reassurance
No trusted, non-911 helpline for small worries that feel big at 2am.
Logistics
Rides to follow-ups, scale/BP/glucose supplies, weekend discharges with gaps.
Social Isolation
Alone without on-call reassurance, minor worries escalate into ED visits for safety and human contact.
Consequences of this Readmission
Consequences of this Readmission
Frequent 30-day returns hit hospitals on three fronts :
Frequent 30-day returns hit hospitals on three fronts :
Loss of Life
Loss of Life
Leads to 7 - 23% mortality rate depending upon the length of follow-up.
Leads to 7 - 23% mortality rate depending upon the length of follow-up.
Loss of Reputation
Loss of Reputation
Hospitals loose patient's trust and public ratings.
Hospitals loose patient's trust and public ratings.
Penalties
Penalties
~1% Deduction as penalty, reducing Medicare fee-for-service payments
~1% Deduction as penalty, reducing Medicare fee-for-service payments
While 1% Doesn't sound much, as of September 2025 this is a
While 1% Doesn't sound much, as of September 2025 this is a
Document Clarity
AVS and prescriptions are hard to read/act on (small font, jargon, long lists).
Medication Management
Changed regimens, “what if I miss a dose?”, duplicate drugs, refills not lined up.
Safety Anxiety
Fear of collapsing with no one to notice; no daily “I’m okay” check.
Lack of Reassurance
No trusted, non-911 helpline for small worries that feel big at 2am.
Logistics
Rides to follow-ups, scale/BP/glucose supplies, weekend discharges with gaps.
Social Isolation
Alone without on-call reassurance, minor worries escalate into ED visits for safety and human contact.
Service Blueprint
Service Blueprint
The Problem Statement
The Problem Statement
In the U.S., adults over the age of 65 with a Heart condition and/or type 2 Diabetes who lack a regular in-home caregiver face a fragile first 30 days after hospital discharge:
they must secure meds, set up devices, spot warning signs, and make early follow-ups with fragmented support, which leads to confusion, missed care, and preventable ED returns.
In the U.S., adults over the age of 65 with a Heart condition and/or type 2 Diabetes who lack a regular in-home caregiver face a fragile first 30 days after hospital discharge:
they must secure meds, set up devices, spot warning signs, and make early follow-ups with fragmented support, which leads to confusion, missed care, and preventable ED returns.
The Challenge
When older patients lack a support system at home, confusing discharge materials become a safety hazard. The inability to distinguish normal recovery symptoms from emergencies leads to missed doses and panic-driven ED visits. This failure in the continuity of care compromises patient quality of life and directly exposes health systems to HRRP readmission penalties.
Who & scope
Population
Adults 65+
Living Alone
Recently discharged with HF or T2D
Time window
First 30 days post-discharge (highest risk period)
Setting
Home
Community
Primary Care
Pharmacy
Data Flows via EHR
Research Approach
Methods
1:1 stakeholder interviews
Field Conversations
Policy/market Scan
Literature Review
Reddit ethnography (the GOLD mine)
Synthesis Tools
Service Blueprint
Ecosystem Map
Stakeholder map
Blue Ocean Strategy
ERRC
Flourishing Business Model Canvas
Journey & Emotional Arcs
2X2
Focus Cohort
Adults 65+
Recently Discharged
Heart Failure +/ Type 2 Diabetes
Living Alone
Research Synthesis
Research Outcome
Patient's Pain Points
In the hospital, patients have a safety net. While discharge planning starts early, the actual education often happens right as they’re leaving when they’re too exhausted or anxious to retain it. Once home, that confidence evaporates. They turn to their discharge packet for help, but find a wall of tiny text and confusing layouts. They can’t easily separate 'what to do today' from 'what to do this week,' replacing a sense of security with confusion exactly when self-care matters most.
Document Clarity
AVS and prescriptions are hard to read/act on (small font, jargon, long lists).
Lack of Reassurance
No trusted, non-911 helpline for small worries that feel big at 2am.
Medication Management
Changed regimens, “what if I miss a dose?”, duplicate drugs, refills not lined up.
Logistics
Rides to follow-ups, scale/BP/glucose supplies, weekend discharges with gaps.
Safety Anxiety
Fear of collapsing with no one to notice; no daily “I’m okay” check.
Social Isolation
Alone without on-call reassurance, minor worries escalate into ED visits for safety and human contact.
Document Clarity
AVS and prescriptions are hard to read/act on (small font, jargon, long lists).
Medication Management
Changed regimens, “what if I miss a dose?”, duplicate drugs, refills not lined up.
Safety Anxiety
Fear of collapsing with no one to notice; no daily “I’m okay” check.
Lack of Reassurance
No trusted, non-911 helpline for small worries that feel big at 2am.
Logistics
Rides to follow-ups, scale/BP/glucose supplies, weekend discharges with gaps.
Social Isolation
Alone without on-call reassurance, minor worries escalate into ED visits for safety and human contact.
Root Cause Analysis
Document Clarity
AVS and prescriptions are hard to read/act on (small font, jargon, long lists).
Medication Management
Changed regimens, “what if I miss a dose?”, duplicate drugs, refills not lined up.
Safety Anxiety
Fear of collapsing with no one to notice; no daily “I’m okay” check.
Lack of Reassurance
No trusted, non-911 helpline for small worries that feel big at 2am.
Logistics
Rides to follow-ups, scale/BP/glucose supplies, weekend discharges with gaps.
Social Isolation
Alone without on-call reassurance, minor worries escalate into ED visits for safety and human contact.
Consequences of this Readmission
Frequent 30-day returns hit hospitals on three fronts :
Loss of Life
Leads to 7 - 23% mortality rate depending upon the length of follow-up.
Loss of Reputation
Hospitals loose patient's trust and public ratings.
Penalties
~1% Deduction as penalty, reducing Medicare fee-for-service payments
While 1% Doesn't sound much, as of September 2025 this is a
Document Clarity
AVS and prescriptions are hard to read/act on (small font, jargon, long lists).
Medication Management
Changed regimens, “what if I miss a dose?”, duplicate drugs, refills not lined up.
Safety Anxiety
Fear of collapsing with no one to notice; no daily “I’m okay” check.
Lack of Reassurance
No trusted, non-911 helpline for small worries that feel big at 2am.
Logistics
Rides to follow-ups, scale/BP/glucose supplies, weekend discharges with gaps.
Social Isolation
Alone without on-call reassurance, minor worries escalate into ED visits for safety and human contact.
Service Blueprint
The Problem Statement
In the U.S., adults over the age of 65 with a Heart condition and/or type 2 Diabetes who lack a regular in-home caregiver face a fragile first 30 days after hospital discharge:
they must secure meds, set up devices, spot warning signs, and make early follow-ups with fragmented support, which leads to confusion, missed care, and preventable ED returns.
The Challenge
When older patients lack a support system at home, confusing discharge materials become a safety hazard. The inability to distinguish normal recovery symptoms from emergencies leads to missed doses and panic-driven ED visits. This failure in the continuity of care compromises patient quality of life and directly exposes health systems to HRRP readmission penalties.
Who & scope
Population
Adults 65+
Living Alone
Recently discharged with HF or T2D
Time window
First 30 days post-discharge (highest risk period)
Setting
Home
Community
Primary Care
Pharmacy
Data Flows via EHR
Research Approach
Methods
1:1 stakeholder interviews
Field Conversations
Policy/market Scan
Literature Review
Reddit ethnography (the GOLD mine)
Synthesis Tools
Service Blueprint
Ecosystem Map
Stakeholder map
Blue Ocean Strategy
ERRC
Flourishing Business Model Canvas
Journey & Emotional Arcs
2X2
Focus Cohort
Adults 65+
Recently Discharged
Heart Failure +/ Type 2 Diabetes
Living Alone
Research Synthesis
Research Outcome
Patient's Pain Points
In the hospital, patients have a safety net. While discharge planning starts early, the actual education often happens right as they’re leaving when they’re too exhausted or anxious to retain it. Once home, that confidence evaporates. They turn to their discharge packet for help, but find a wall of tiny text and confusing layouts. They can’t easily separate 'what to do today' from 'what to do this week,' replacing a sense of security with confusion exactly when self-care matters most.
Document Clarity
AVS and prescriptions are hard to read/act on (small font, jargon, long lists).
Lack of Reassurance
No trusted, non-911 helpline for small worries that feel big at 2am.
Medication Management
Changed regimens, “what if I miss a dose?”, duplicate drugs, refills not lined up.
Logistics
Rides to follow-ups, scale/BP/glucose supplies, weekend discharges with gaps.
Safety Anxiety
Fear of collapsing with no one to notice; no daily “I’m okay” check.
Social Isolation
Alone without on-call reassurance, minor worries escalate into ED visits for safety and human contact.
Document Clarity
AVS and prescriptions are hard to read/act on (small font, jargon, long lists).
Medication Management
Changed regimens, “what if I miss a dose?”, duplicate drugs, refills not lined up.
Safety Anxiety
Fear of collapsing with no one to notice; no daily “I’m okay” check.
Lack of Reassurance
No trusted, non-911 helpline for small worries that feel big at 2am.
Logistics
Rides to follow-ups, scale/BP/glucose supplies, weekend discharges with gaps.
Social Isolation
Alone without on-call reassurance, minor worries escalate into ED visits for safety and human contact.
Root Cause Analysis
Document Clarity
AVS and prescriptions are hard to read/act on (small font, jargon, long lists).
Medication Management
Changed regimens, “what if I miss a dose?”, duplicate drugs, refills not lined up.
Safety Anxiety
Fear of collapsing with no one to notice; no daily “I’m okay” check.
Lack of Reassurance
No trusted, non-911 helpline for small worries that feel big at 2am.
Logistics
Rides to follow-ups, scale/BP/glucose supplies, weekend discharges with gaps.
Social Isolation
Alone without on-call reassurance, minor worries escalate into ED visits for safety and human contact.
Consequences of this Readmission
Frequent 30-day returns hit hospitals on three fronts :
Loss of Life
Leads to 7 - 23% mortality rate depending upon the length of follow-up.
Loss of Reputation
Hospitals loose patient's trust and public ratings.
Penalties
~1% Deduction as penalty, reducing Medicare fee-for-service payments
While 1% Doesn't sound much, as of September 2025 this is a
Document Clarity
AVS and prescriptions are hard to read/act on (small font, jargon, long lists).
Medication Management
Changed regimens, “what if I miss a dose?”, duplicate drugs, refills not lined up.
Safety Anxiety
Fear of collapsing with no one to notice; no daily “I’m okay” check.
Lack of Reassurance
No trusted, non-911 helpline for small worries that feel big at 2am.
Logistics
Rides to follow-ups, scale/BP/glucose supplies, weekend discharges with gaps.
Social Isolation
Alone without on-call reassurance, minor worries escalate into ED visits for safety and human contact.
Service Blueprint
The Problem Statement
In the U.S., adults over the age of 65 with a Heart condition and/or type 2 Diabetes who lack a regular in-home caregiver face a fragile first 30 days after hospital discharge:
they must secure meds, set up devices, spot warning signs, and make early follow-ups with fragmented support, which leads to confusion, missed care, and preventable ED returns.
The Challenge
When older patients lack a support system at home, confusing discharge materials become a safety hazard. The inability to distinguish normal recovery symptoms from emergencies leads to missed doses and panic-driven ED visits. This failure in the continuity of care compromises patient quality of life and directly exposes health systems to HRRP readmission penalties.
Who & scope
Population
Adults 65+
Living Alone
Recently discharged with HF or T2D
Time window
First 30 days post-discharge (highest risk period)
Setting
Home
Community
Primary Care
Pharmacy
Data Flows via EHR
Research Approach
Methods
1:1 stakeholder interviews
Field Conversations
Policy/market Scan
Literature Review
Reddit ethnography (the GOLD mine)
Synthesis Tools
Service Blueprint
Ecosystem Map
Stakeholder map
Blue Ocean Strategy
ERRC
Flourishing Business Model Canvas
Journey & Emotional Arcs
2X2
Focus Cohort
Adults 65+
Recently Discharged
Heart Failure +/ Type 2 Diabetes
Living Alone
Research Synthesis
Research Outcome
Patient's Pain Points
In the hospital, patients have a safety net. While discharge planning starts early, the actual education often happens right as they’re leaving when they’re too exhausted or anxious to retain it. Once home, that confidence evaporates. They turn to their discharge packet for help, but find a wall of tiny text and confusing layouts. They can’t easily separate 'what to do today' from 'what to do this week,' replacing a sense of security with confusion exactly when self-care matters most.
Document Clarity
AVS and prescriptions are hard to read/act on (small font, jargon, long lists).
Lack of Reassurance
No trusted, non-911 helpline for small worries that feel big at 2am.
Medication Management
Changed regimens, “what if I miss a dose?”, duplicate drugs, refills not lined up.
Logistics
Rides to follow-ups, scale/BP/glucose supplies, weekend discharges with gaps.
Safety Anxiety
Fear of collapsing with no one to notice; no daily “I’m okay” check.
Social Isolation
Alone without on-call reassurance, minor worries escalate into ED visits for safety and human contact.
Document Clarity
AVS and prescriptions are hard to read/act on (small font, jargon, long lists).
Medication Management
Changed regimens, “what if I miss a dose?”, duplicate drugs, refills not lined up.
Safety Anxiety
Fear of collapsing with no one to notice; no daily “I’m okay” check.
Lack of Reassurance
No trusted, non-911 helpline for small worries that feel big at 2am.
Logistics
Rides to follow-ups, scale/BP/glucose supplies, weekend discharges with gaps.
Social Isolation
Alone without on-call reassurance, minor worries escalate into ED visits for safety and human contact.
Root Cause Analysis
Document Clarity
AVS and prescriptions are hard to read/act on (small font, jargon, long lists).
Medication Management
Changed regimens, “what if I miss a dose?”, duplicate drugs, refills not lined up.
Safety Anxiety
Fear of collapsing with no one to notice; no daily “I’m okay” check.
Lack of Reassurance
No trusted, non-911 helpline for small worries that feel big at 2am.
Logistics
Rides to follow-ups, scale/BP/glucose supplies, weekend discharges with gaps.
Social Isolation
Alone without on-call reassurance, minor worries escalate into ED visits for safety and human contact.
Consequences of this Readmission
Frequent 30-day returns hit hospitals on three fronts :
Loss of Life
Leads to 7 - 23% mortality rate depending upon the length of follow-up.
Loss of Reputation
Hospitals loose patient's trust and public ratings.
Penalties
~1% Deduction as penalty, reducing Medicare fee-for-service payments
While 1% Doesn't sound much, as of September 2025 this is a
Document Clarity
AVS and prescriptions are hard to read/act on (small font, jargon, long lists).
Medication Management
Changed regimens, “what if I miss a dose?”, duplicate drugs, refills not lined up.
Safety Anxiety
Fear of collapsing with no one to notice; no daily “I’m okay” check.
Lack of Reassurance
No trusted, non-911 helpline for small worries that feel big at 2am.
Logistics
Rides to follow-ups, scale/BP/glucose supplies, weekend discharges with gaps.
Social Isolation
Alone without on-call reassurance, minor worries escalate into ED visits for safety and human contact.
Service Blueprint
The Problem Statement
In the U.S., adults over the age of 65 with a Heart condition and/or type 2 Diabetes who lack a regular in-home caregiver face a fragile first 30 days after hospital discharge:
they must secure meds, set up devices, spot warning signs, and make early follow-ups with fragmented support, which leads to confusion, missed care, and preventable ED returns.
Opportunity Space
Opportunity Space
Blue Ocean Strategy
Blue Ocean Strategy
Blue Ocean Strategy
Emotional engagement (Tamagotchi-like feedback) + human reassurance + community action.
First-30-days focus, not generic aging tech.
Nonprofit ethos with measured clinical and social outcomes.
Emotional engagement (Tamagotchi-like feedback)
Emotional engagement (Tamagotchi-like feedback)
Human Reassurance
Human Reassurance
Community Action.
Community Action.
First-30-days focus, not generic aging tech.
First-30-days focus, not generic aging tech.
Nonprofit ethos
Nonprofit ethos
Measurable Clinical & Social Outcomes.
Measurable Clinical & Social Outcomes.
The Opportunity Strategy
The Opportunity Strategy
The Opportunity Strategy
The Opportunity Strategy
The Opportunity Strategy
The Untapped Opportunity
The Untapped Opportunity
Translate discharge into simple daily routines, add a human reassurance line for non-emergencies, and activate nearby helpers for meds/food/rides closing clarity, capability, reassurance, and connection gaps.
Translate discharge into simple daily routines, add a human reassurance line for non-emergencies, and activate nearby helpers for meds/food/rides closing clarity, capability, reassurance, and connection gaps.
The Untapped Opportunity
Translate discharge into simple daily routines, add a human reassurance line for non-emergencies, and activate nearby helpers for meds/food/rides closing clarity, capability, reassurance, and connection gaps.
The Untapped Opportunity
Translate discharge into simple daily routines, add a human reassurance line for non-emergencies, and activate nearby helpers for meds/food/rides closing clarity, capability, reassurance, and connection gaps.
The Untapped Opportunity
Translate discharge into simple daily routines, add a human reassurance line for non-emergencies, and activate nearby helpers for meds/food/rides closing clarity, capability, reassurance, and connection gaps.
The Solution
The Solution
The Solution
A three-part safety net Kiko, a Medi-mate hotline, and vetted neighbors guides solo seniors through the first 30 days after discharge.
A three-part safety net Kiko, a Medi-mate hotline, and vetted neighbors guides solo seniors through the first 30 days after discharge.
A three-part safety net Kiko, a Medi-mate hotline, and vetted neighbors guides solo seniors through the first 30 days after discharge.
Medi-Mate (Non-clinical Hotline)
Medi-Mate (Non-clinical Hotline)
Medi-Mate (Non-clinical Hotline)
One trusted number for “is this normal?” guidance; documents concerns; escalates to the right hospital contact when needed.
One trusted number for “is this normal?” guidance; documents concerns; escalates to the right hospital contact when needed.
One trusted number for “is this normal?” guidance; documents concerns; escalates to the right hospital contact when needed.
One trusted number for “is this normal?” guidance; documents concerns; escalates to the right hospital contact when needed.
One trusted number for “is this normal?” guidance; documents concerns; escalates to the right hospital contact when needed.
Kiko (robot companion):
Kiko (robot companion):
A mobile, expressive “pet” that follows you, mirrors adherence (happy/sad eyes), gives voice/large-text prompts, captures light context (weights/glucose via connected devices), and flags issues.
A mobile, expressive “pet” that follows you, mirrors adherence (happy/sad eyes), gives voice/large-text prompts, captures light context (weights/glucose via connected devices), and flags issues.
A mobile, expressive “pet” that follows you, mirrors adherence (happy/sad eyes), gives voice/large-text prompts, captures light context (weights/glucose via connected devices), and flags issues.
Volunteer Network (Community)
Volunteer Network (Community)
Volunteer Network (Community)
Verified helpers handle small tasks (first-fill, groceries, rides, check-ins) with consented, minimal data.
Verified helpers handle small tasks (first-fill, groceries, rides, check-ins) with consented, minimal data.
Verified helpers handle small tasks (first-fill, groceries, rides, check-ins) with consented, minimal data.
Verified helpers handle small tasks (first-fill, groceries, rides, check-ins) with consented, minimal data.
Verified helpers handle small tasks (first-fill, groceries, rides, check-ins) with consented, minimal data.
Service Architecture
Service Architecture
Service Architecture
Service Architecture
Service Architecture
Take care of yourself and Kiko stays happy, miss your medications or mess up your routine...he's going to sad
Take care of yourself and Kiko stays happy, miss your medications or mess up your routine...he's going to sad
Need a helping hand? The Volunteer Network is at your Service!
Need a helping hand? The Volunteer Network is at your Service!
Not sure if your symptoms need medical attention? No worries! The Medi-mate has it covered
Not sure if your symptoms need medical attention? No worries! The Medi-mate has it covered
A system to support, care and nourish
A system to support, care and nourish
Role Specifications
Role Specifications
Role Specifications
Role Specifications
Role Specifications
Value Proposition
Value Proposition
Value Proposition
For Patients
For Patients
For Patients
Clear plan, calm help, small wins daily → confidence over anxiety.
Clear plan, calm help, small wins daily → confidence over anxiety.
Clear plan, calm help, small wins daily → confidence over anxiety.
For Hospitals
For Hospitals
For Hospitals
For Hospitals
Fewer avoidable ED returns/readmissions; better experience.
Fewer avoidable ED returns/readmissions; better experience.
Fewer avoidable ED returns/readmissions; better experience.
For Volunteers
For Volunteers
For Volunteers
For Volunteers
Simple, safe tasks with recognition/credits; real impact.
Simple, safe tasks with recognition/credits; real impact.
Simple, safe tasks with recognition/credits; real impact.
Prototyping & Testing (Wizard-of-Oz)
Prototyping & Testing (Wizard-of-Oz)
Hypotheses
Hypotheses
Kiko’s personality fosters bond & adherence.
Medi-Mate reduces anxiety spikes and ED reassurance visits.
A “Today / This Week / Call-If” plan boosts comprehension and follow-through.
Kiko’s personality fosters bond & adherence.
Medi-Mate reduces anxiety spikes and ED reassurance visits.
A “Today / This Week / Call-If” plan boosts comprehension and follow-through.
Set-up
Set-up
Custom GPT simulated Kiko (pre-loaded with AVS, med lists, diet swaps); I role-played Medi-Mate via dedicated phone/email.
Custom GPT simulated Kiko (pre-loaded with AVS, med lists, diet swaps); I role-played Medi-Mate via dedicated phone/email.
Participants & Duration
Participants & Duration
6 Participants, 1 Week & 24x7 Access
6 Participants, 1 Week & 24x7 Access
What was Measured
What was Measured
Usefulness, Trust, Emotional Bond, Clarity, & kinds of requests raised
Usefulness, Trust, Emotional Bond, Clarity, & kinds of requests raised
Observed Signals
Observed Signals
Med clarification (5/6), symptom anxiety chats (3/6), loneliness/logistics (3/6), non-emergency help (4/6).
Med clarification (5/6), symptom anxiety chats (3/6), loneliness/logistics (3/6), non-emergency help (4/6).
Prototyping & Testing (Wizard-of-Oz)
Hypotheses
Kiko’s personality fosters bond & adherence.
Medi-Mate reduces anxiety spikes and ED reassurance visits.
A “Today / This Week / Call-If” plan boosts comprehension and follow-through.
Set-up
Custom GPT simulated Kiko (pre-loaded with AVS, med lists, diet swaps); I role-played Medi-Mate via dedicated phone/email.
Participants & Duration
6 Participants, 1 Week & 24x7 Access
What was Measured
Usefulness, Trust, Emotional Bond, Clarity, & kinds of requests raised
Observed Signals
Med clarification (5/6), symptom anxiety chats (3/6), loneliness/logistics (3/6), non-emergency help (4/6).
Prototyping & Testing (Wizard-of-Oz)
Hypotheses
Kiko’s personality fosters bond & adherence.
Medi-Mate reduces anxiety spikes and ED reassurance visits.
A “Today / This Week / Call-If” plan boosts comprehension and follow-through.
Set-up
Custom GPT simulated Kiko (pre-loaded with AVS, med lists, diet swaps); I role-played Medi-Mate via dedicated phone/email.
Participants & Duration
6 Participants, 1 Week & 24x7 Access
What was Measured
Usefulness, Trust, Emotional Bond, Clarity, & kinds of requests raised
Observed Signals
Med clarification (5/6), symptom anxiety chats (3/6), loneliness/logistics (3/6), non-emergency help (4/6).
Prototyping & Testing (Wizard-of-Oz)
Hypotheses
Kiko’s personality fosters bond & adherence.
Medi-Mate reduces anxiety spikes and ED reassurance visits.
A “Today / This Week / Call-If” plan boosts comprehension and follow-through.
Set-up
Custom GPT simulated Kiko (pre-loaded with AVS, med lists, diet swaps); I role-played Medi-Mate via dedicated phone/email.
Participants & Duration
6 Participants, 1 Week & 24x7 Access
What was Measured
Usefulness, Trust, Emotional Bond, Clarity, & kinds of requests raised
Observed Signals
Med clarification (5/6), symptom anxiety chats (3/6), loneliness/logistics (3/6), non-emergency help (4/6).
Projected Impact & KPIs
Projected Impact & KPIs
0%
0%
Drop in 30-day readmissions
0%
0%
Drop in 30-day readmissions
0%
0%
Drop in 30-day readmissions
0%
0%
Reduced Unplanned ED Visits
0%
0%
Reduced Unplanned ED Visits
0%
0%
Reduced Unplanned ED Visits
0%
0%
Follow-up kept (7–14d)
0%
0%
Follow-up kept (7–14d)
0%
0%
Follow-up kept (7–14d)
0
0
Points Reduced on 10-pt Anxiety scale
0
0
Points Reduced on 10-pt Anxiety scale
0
0
Points Reduced on 10-pt Anxiety scale
Projected Impact & KPIs
0%
0%
Drop in 30-day readmissions
0%
0%
Reduced Unplanned ED Visits
0%
0%
Follow-up kept (7–14d)
0
0
Points Reduced on 10-pt Anxiety scale
Projected Impact & KPIs
0%
0%
Drop in 30-day readmissions
0%
0%
Reduced Unplanned ED Visits
0%
0%
Follow-up kept (7–14d)
0
0
Points Reduced on 10-pt Anxiety scale
Projected Impact & KPIs
0%
0%
Drop in 30-day readmissions
0%
0%
Reduced Unplanned ED Visits
0%
0%
Follow-up kept (7–14d)
0
0
Points Reduced on 10-pt Anxiety scale
Learnings & Reflection
Learnings & Reflection
Learnings & Reflection
True insight requires going beyond interviews to physically inhabit the user's constraints.
Being "alone" is a structural gap in our care models, not just a physical state.
Our goal as designers is to listen so deeply that we turn current struggles into past relics.
Success depends on translating design vision into the specific languages of clinical and financial stakeholders.
Success depends on translating design vision into the specific languages of clinical and financial stakeholders.
Managing complex ecosystems requires the ability to align diverse organizations toward a single, human-centered goal.
Great one on one Mentorship
Great one on one Mentorship
Great one on one Mentorship
Great one on one Mentorship
In-depth Prototyping
In-depth Prototyping
In-depth Prototyping
In-depth Prototyping
Battle Ground of FigJam
Battle Ground of FigJam
Battle Ground of FigJam
Battle Ground of FigJam
Opportunity Space
Blue Ocean Strategy
Emotional engagement (Tamagotchi-like feedback) + human reassurance + community action.
First-30-days focus, not generic aging tech.
Nonprofit ethos with measured clinical and social outcomes.
Explore More Projects
Explore More Projects
Spoiler : I can make your team look good
Spoiler : I can make your team look good
PLVIxDesign
PLVIxDesign