Memorial Sloan Kettering Canceer Center
Background
MSK was preparing to launch its first mobile care management app but had never tested it with active cancer patients. Given the complexity of medical data and patient workflows, they needed real-world insights before rollout.
I was brought in to lead a patient pilot in two clinics, uncover usability issues, and refine the UX/UI before launch.
Outcomes
Launched in February 2015, this app quickly gained traction with 14,000+ patients in its first year—and kept growing. Its success didn’t just transform patient care; it helped shape MSK’s long-term vision for digital health, proving the power of technology to enhance patient connections.
Role
Conducted user research with another designer, including:
Usability labs and longitudinal diary studies with patients
Interviews with clinic staff to assess workflow impact
Synthesized insights & prioritized UX/UI improvements, collaborating directly with two engineers to implement changes.
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.
