Approach

Over two months, we tested the beta app in two lymphoma clinics, ensuring patients interacted with it across multiple treatment cycles. We gathered feedback through:

  • Diary studies capturing real-world usage

  • In-person interviews with patients and clinic staff

  • Task-based usability tests before/after clinic visits

Insights drove key UX/UI refinements before launch through several development sprints with MSK’s internal team.

Key UX Fixes Before Launch

Onboarding Experience – Clarifying Setup & Security

  • Security protocols required extra login steps, frustrating users.

  • We optimized onboarding by making the “set passcode” option more prominent and de-emphasizing “skip” to improve adoption.

Navigation & Mental Models – Grouping Medication Features Intuitively

Originally, medication features were scattered across:
Medications (list)
Reminders (separate section)
Diary (logs & symptoms)

Patients struggled to find related tasks. We restructured navigation, grouping all medication-related actions together—aligning with their mental models.

Time Zone Challenges – Appointments vs. Medication Reminders

  • A traveling patient flagged a critical issue: appointments displayed in local time, shifting across time zones.

  • Fix: Appointments stayed in MSK time, but medication reminders traveled with the user, following best practices for prescription adherence.

Medication Reminders – Reducing Cognitive Load

  • Missed reminders were overwritten by new ones, creating confusion.

  • Users had no way to see upcoming doses or mark meds taken early.

Solution:
  • ✅ Upcoming reminders displayed collapsed to reduce clutter.

  • ✅ Active reminders expanded automatically when due.

  • ✅ Users could pre-log doses for better flexibility.

Results and Impact

  • 📈 14,000+ patients adopted the app in Year 1, with continued growth.

  • 🏥 Shaped MSK’s long-term digital health strategy, influencing future investments in patient-centered tech.

  • 💡 Proved the value of real-world patient testing before launch, ensuring a smoother rollout.

By integrating research-driven design, we didn’t just launch an app—we transformed how MSK engages with patients digitally.