My Process

Planning

Product Roadmap

Based on the prioritised caregiver use cases and the aligned user and business goals, I created a focused product roadmap to sequence concept design, validation and delivery activities.

The roadmap aligned research, prototyping and testing milestones, and provided a shared timeline for the R&D and business teams at Pfizer to progress the four concepts from strategy to validated initiatives.

DEFINE & IDEATE

Defining the Problems

After synthesising the research insights and caregiver needs, I created Point-of-View (POV) statements to clearly define the problems from the caregiver’s perspective. These POVs were then translated into How Might We questions, which framed the most meaningful challenges and guided the team’s ideation and concept development.

Strategising

After the ideation phase, I facilitated a strategy and prioritisation workshop with the R&D and business stakeholders at Pfizer to evaluate all generated ideas against validated caregiver needs and business feasibility and strategic relevance.

The purpose of this phase was to move from a broad solution space to a focused and investable concept set by balancing user impact, innovation potential and organisational priorities.
Through structured discussion and voting, we prioritised the following four use cases as the most valuable and realistic to progress:

• Caregiver Transformational Portal – a central, trusted caregiver resource hub for education, guidance and support.

• Medical Sense-Maker – a tool that translates uploaded medical exams and documents into clear, human-readable explanations to restore understanding and control.

• Random Acts of Kindness platform – a community-driven solution enabling people to offer practical help and support to caregivers.

• What to Expect Generator – a personalised guidance experience that walks caregivers through the care journey based on the patient’s medical profile.

These concepts were selected because they directly addressed the highest-priority user needs identified in research, while also aligning with business objectives, innovation strategy and delivery feasibility.

Brainstorming

Now that I knew what problems we needed to solve for Megan, I started my brainstorming process to come up with solutions to those problems. I used the HMW questions that I identified and used those to help me brainstorm different ideas through mind mapping.

DESIGN & PROTOTYPE

Concept 1: Caregiver Transformational Portal

Concept Overview

Description
Carer Transformation is a portal that offers a curated selection of services specifically designed for caregivers. It serves as a starting point for caregivers, providing a centralised platform where they can access various recourses and services. The portal acts as a navigator, offering personalized recommendations to guide caregivers in finding the most relevant resources and services for their needs.

Problem Statement
Caregivers face anxiety, stress, and feel overwhelmed due to the complexity of caregiving tasks and lack of certralized support.

Solution
A portal offering personalised services and recourses tailored to caregivers, guiding them through their journey.

Needs

• Centralised caregiving resources
  All caregiving recourses in one place for easy access

• Personalised Support Recommendations
  Tailored guidance to match caregiver’s unique needs.

• Easy Service Navigation
  Effortless navigation to find relevant services quickly

Pains

• Overwhelmed from Disjoined Information
  Eliminates the stress of searching through scattered recourses

• Difficulty accessing tailored Resources
  Solves the challenge of finding relevant support for each situation.

• Lack of caregiving guidance
  Provides clear direction on caregiving responsibilities and tasks.

Key Features

The key features section captures the main functional building blocks that support the caregiver journey in the portal, highlighting how personalised recommendations, centralised resources and guided navigation work together to enable caregivers to easily find relevant support and take action with minimal effort.

User Flow

This user flow illustrates how a caregiver enters the portal, provides a small amount of context about their situation, and is guided through a personalised navigation experience that recommends the most relevant resources and services, leading them from initial entry to clear next actions and ongoing, tailored support.

Information Architecture (IA)

The information architecture defines how caregiver content, services and tools are structured and organised within the portal, ensuring that information is grouped logically and surfaced through a simple, need-driven navigation so caregivers can quickly locate relevant support without cognitive overload.

High Fidelity Wireframes & Interactive Prototype

The high-fidelity wireframes and interactive prototype focus only on the essential screens needed to validate the core hypotheses of the Caregiver Transformational Portal, enabling realistic user testing of the personalised entry, guided navigation and resource discovery experience without building unnecessary functionality.

DESIGN & PROTOTYPE

Concept 2: Medical Sense Maker

Concept Overview

Description
The app utilizes AI algorithms to analyze and simplify medical jargon commonly found in reports, diagnosis, and treatment plans. Medical sense maker helps caregivers interpret medical data, such as lab results, vital signs or imaging reports. It also offers translation capabilities allowing caregivers to translate medical information from one language to another. The app can summarize lengthy medical documents, such as discharge summaries or research articles, into concise and digestible formats.

Problem Statement
Medical Jargon and complex reports create confusion for caregivers, leading to anxiety and misinterpretation of critical data.

Solution
An app that uses AI to simplify medical information, interpret lab results and translate data into understandable language.

Needs

• Simplification of Complex Medical Jargon
  Clarifies complicated medical language for easier understanding.

• Assistance in Interpreting Medical Data & Reports
  Provides clear interpretation of lab results and medical reports.

• Easy Translation of Medical Terms
  Quickly translates medical terms into multiple languages for better comprehension.

Pains

• Confusion with complicated medical language
  Eliminates the confusion caused by medical jargon.

• Difficulty understanding lab results or diagnoses
  Solves the challenge of making sense of test results and diagnoses.

• Language Barriers in Healthcare communication
  Overcomes language barriers by providing instant medical translations.

Key Features

The key features focus on AI-powered document upload, medical jargon simplification, lab and report interpretation, multilingual translation and concise summaries that help caregivers quickly understand critical information.

User Flow

This user flow shows how a caregiver uploads or captures a medical document, selects what they want help with (summary, explanation or translation), and receives a clear, plain-language interpretation with highlighted next steps.

Information Architecture (IA)

The information architecture organises uploaded documents, explanations, summaries and translations into a simple, task-driven structure so caregivers can easily find, revisit and compare interpreted medical information.

High Fidelity Wireframes & Interactive Prototype

The high-fidelity wireframes and interactive prototype include only the essential screens required to validate the core hypothesis of the solution: that caregivers can successfully upload medical documents and understand AI-generated explanations, summaries and translations with confidence.

DESIGN & PROTOTYPE

Concept 3: Random Acts of Kindness

Concept Overview

Description
The platform includes a user-friendly mobile application that allows individuals to participate in and contribute to acts of kindness. The platform offers unique feature called “Celeb Cameo” where celebrities or well-known personalities can participate and support acts of kindness. The platform also ingrates with Facebook to leverage its vast user base and social networking capabilities. It introduces the concept of “Who would you like to help” where users can create kindness initiatives and invite others to contribute their time, resources or skills. It provides opportunities for individuals and organisations to raise funds for specific acts of kindness or charitable causes.

Problem Statement
Caregivers often feel isolated and unsupported and experience burnout due to the emotional toll of caregiver.

Solution
A platform fostering a community of kindness, where individuals and celebrities can support caregivers through acts of kindness

Needs

• Platform for Organising and Contributing to AoK
  Provides a space o easily organize and contribute to meaningful acts.

• Opportunity to involve celebrities and social media
  Leverages celebrities support and social platforms to boost campaigns.

• Easy Collaboration for Fundraising and Volunteer Efforts
  Facilitates simple collaboration for raising funds and gathering volunteers.

Pains

• Lack of Community Support for caregivers and patients
  Addresses the gap in community support for caregivers and patients.

• Difficulty understanding lab results or diagnoses
  Streamlines organising assistance for targeted caregivers needs.

• Financial Stress in the caregiving journey
  Helps alleviate financial burdens through community-driven fundraising.

Key Features

The key features focus on AI-powered document upload, medical jargon simplification, lab and report interpretation, multilingual translation and concise summaries that help caregivers quickly understand critical information.

User Flow

This user flow shows how a caregiver uploads or captures a medical document, selects what they want help with (summary, explanation or translation), and receives a clear, plain-language interpretation with highlighted next steps.

Information Architecture (IA)

The information architecture organises uploaded documents, explanations, summaries and translations into a simple, task-driven structure so caregivers can easily find, revisit and compare interpreted medical information.

High Fidelity Wireframes & Interactive Prototype

The high-fidelity wireframes and interactive prototype include only the essential screens required to validate the core hypothesis of the solution: that caregivers can successfully upload medical documents and understand AI-generated explanations, summaries and translations with confidence.

DESIGN & PROTOTYPE

Concept 4: What to expect gererator

Concept Overview

Description
Caregivers upload medical documents and basic information about the patient’s condition and their own caregiving role. The platform uses AI to simplify medical language, interpret lab results and reports, and generate short, personalised explanations aligned with the patient’s treatment phase. Based on this context, it delivers tailored resources, practical guidance and a “what to expect” journey, while also connecting caregivers with others who have experienced similar situations to reduce uncertainty, stress and isolation.

Problem Statement
Caregivers often luck clear guidance on what to expect in the caregiving journey, leading to uncertainty and stress.

Solution
A tool that provides personalized caregiving journeys based on patient condition and caregiver needs.

Needs

• Personalised Caregiving guidance based on treatment phase
  Offers tailored guidance aligned with the patient’s current treatment stage.

• Connection with other caregivers for emotional support
  Creates opportunities to connect with caregivers for shared emotional support.

• Resources and suggestions tailored the caregiver’s role
  Provides targeted resources that match the caregiver’s responsibilities.

Pains

• Uncertainty about what to expect during treatment
  Reduces Uncertainty by outlining what to expect during each treatment phase.

• Isolation and lack of emotional support
  Addresses feelings of isolation by connecting caregiving to supportive communities.

• Difficulty finding relevant information
  Ensures easy access to relevant caregiving recourses for each stage of the journey.

Key Features

Key features focus on AI-powered document upload, medical jargon simplification, lab and report interpretation, multilingual translation and concise, personalised summaries — helping caregivers quickly understand critical information and what to expect at each stage of the caregiving journey.

User Flow

User flows focus on guiding caregivers through a simple, step-by-step journey — from uploading medical documents and defining the patient condition and caregiving role, to receiving personalised insights, “what to expect” guidance, relevant resources and peer support — with minimal friction and clear next actions at every stage.

Information Architecture (IA)

Information architecture focuses on organising the caregiving experience around the patient’s condition, treatment stage and caregiver role. Content, tools and community features are structured by journey phase, enabling caregivers to easily access relevant documents, personalised guidance, resources and peer connections in one clear, intuitive flow.

High Fidelity Wireframes & Interactive Prototype

High-fidelity and interactive prototypes focus on visualising the end-to-end caregiving experience with realistic content, personalised scenarios and key AI features — allowing stakeholders to explore document upload, simplified insights, “what to expect” journeys and peer support interactions in a clear, testable flow.

TESTING

Building four test plans

In order to make sure the design decisions I made effectively help reach the goals of each of the 4 use cases. I created a detailed test plan to test the hypothesis of each.

Test Plan Overview

OBJECTIVE
The primary goal is to assess:

• Ease of Use
  How easily caregivers can navigate and complete key tasks.

• Relevance
  Whether the features effectively address caregiver’s needs.

• Emotional Impact
  How the solutions affect caregivers’ emotional well-being.

• Engagement
  The likelihood of caregivers continuing to use the solutions.

TARGET PARTICIPANTS

• Caregiver Profile
  Ages 18 - 72 for an oncology patient, residing in the US. Participants should have a mix of tech -savvy and non-tech-savvy users

TESTING METHODOLOGIES

• Platform: UserZoom

• Test Type: Unmoderated usability testing

• Tasks: Predefined tasks for each concept with a mix of common and unique tasks.

Test Plan 1: The Caregiver Portal

Test plan focuses on validating the Caregiver Portal as a central entry point and navigator for caregivers, assessing whether users can easily discover curated services, understand personalised recommendations and successfully find the most relevant resources and support for their specific caregiving needs.

OBJECTIVES

To evaluate the ease of navigation and interaction within the caregiver portal’s marketplace and personalized service selection.

FOCUS AREAS

• Navigate to the curate services marketplace.

• Selection and exploration or caregiver resources.

• Interaction with recommended services and resources.

KPIs

• Ease of Navigation through the caregiver marketplace.

• Time Spent exploring and selecting services.

• Number of errors or points of confusion in the flow.

KEY USER FLOWS

• Navigate front he homage to the caregiver section

• Browse the marketplace categories.

• Select a service and explore details.

• Add a service to “favorites” or interact with a “recommendation”

PROTOTYPE TEST

Users test the linked prototype, browsing the marketplace and interacting with services.

Test Plan 2: Medical Sense Maker

Test plan focuses on validating the Medical Sense Maker use case by assessing whether caregivers can successfully upload and understand medical documents through simplified language, accurate lab and report interpretation, reliable translations and clear, concise summaries—ensuring confidence, comprehension and usability across different levels of health literacy.

OBJECTIVES

To evaluate how easily users can access and use the medical data interpretation and simplification tools.

FOCUS AREAS

• Simplification of Complex Medical Jargon.

• Interpreting and understanding lab data.

• Utilising the translation feature for medical reports.

KPIs

• Time taken to simplify medical jargon and interpret lab data.

• Accuracy and relevance of translations.

• User satisfaction with the level of detail in simplification and interpretation.

KEY USER FLOWS

• Navigate front he homage to the caregiver section

• Browse the marketplace categories.

• Select a service and explore details.

• Add a service to “favorites” or interact with a “recommendation”

PROTOTYPE TEST

Users test the linked prototype, browsing the marketplace and interacting with services.

Test Plan 3: Acts of Kindness

Test plan focuses on validating the Acts of Kindness platform use case by assessing whether users can easily create and join kindness initiatives, invite others to contribute time or resources, engage with the “Celeb Cameo” feature, connect through Facebook integration and successfully support or fund specific causes—ensuring clarity, engagement and trust across the end-to-end experience.

OBJECTIVES

To access how easily users can navigate the platform, create or contribute to acts of kindness and engage with fundraising or service-based contributions. The community feature will not be tested at this stage.

FOCUS AREAS

• Creating or contributing to acts of kindness.

• Navigating of fundraising or volunteering contributions.

• Interaction with donation and “offer services” features.

KPIs

• Ease of contribution to acts of kindness (financial or service-based)

• Time taken to complete a donation or volunteer process. (this flow will have to be finalised)

• User engagement with the social media and “Celeb Cameo” features. (possibly through A/B Testing)

KEY USER FLOWS

• Navigate front the homepage to the view of Acts of Kindness

• Select an act to explore details

• Choose to either donate or offer services

• Share an act via social media or view celebrity particiaption

PROTOTYPE TEST

Users go through the linked prototype, simplifying medical jargon and interpreting a sample lab report.

Test Plan 4: What to Expect Generator

Test plan focuses on validating the personalised caregiving journey use case by assessing whether caregivers can easily upload medical documents and profile information, understand AI-simplified insights and treatment-phase explanations, follow clear “what to expect” journeys, access relevant resources and successfully connect with peer caregivers—ensuring reduced uncertainty, emotional support and confidence throughout the experience.

OBJECTIVES

To assess how well the platform personalizes content and recommendations based on the patient’s treatment phase.

FOCUS AREAS

• Account setup and personalized based on caregiving role and patient information.

• Exploring resources tailored to the patient’s treatment phase (chemo, radiation, hormonal therapy, etc.)

• Interaction with the caregiver community and support network.

KPIs

• Time to complete profile setup and receive recommendations.

• User satisfaction with the personalized resources.

• Interaction with the caregiver support community

KEY USER FLOWS

• Setup a caregiver profile with patient treatment details

• View personalized recommendations and resources for the current treatment phase.

• Engage with the community for emotional support or advice

PROTOTYPE TEST

Users go through the linked prototype, simplifying medical jargon and interpreting a sample lab report.

Other Testing Phases

PRE - TEST SURVEY

• Gather background information on participants (caregiving experience, tech proficiency).

• Assess their emotional state, caregiving pain points and familiarity with similar digital tools

POST - TEST SURVEY

Ask for feedback on:

• Ease of navigation and task completion

• Perceived usefulness of the solutions

• Emotional Change (e.g. Did the solution reduce stress or anxiety?)

• Feature satisfaction (rate features like personalization, medical simplification, community support, etc.)

• Likelihood to use or recommend the solution.

Pre- Test Survey Example

CAREGIVING EXPERIENCE:

1. “How long have you been a caregiver?”

2. “What type of support do you typically provide (e.g. transportation, medical assistance, emotional support)?”

FAMILIARITY WITH DIGITAL TOOLS:

1. “Have you used any digital caregiving tools before? If yes, which ones?”

EMOTIONAL STATE (1 - 5 SCALE):

1. How stressed or anxious do you feel on an average day?”

EXPECTATIONS:

1. “What do you hope a caregiving tool could help you with (e.g. finding resources, simplifying medical information, getting community support)?”

PRE-TEST BRIEFING:

• Provide clear, simple instructions on what users will be testing.

• Ensure users understand that their feedback will help improve tools for caregivers.

Post- Test Survey Example (length 1-5 minutes)

EASE OF USE:

1. “How easy was it to navigate and complete tasks?”

USEFULNESS:

1. “How useful did you find the tool in addressing your caregiving needs?”

EMOTIONAL IMPACT:

1. “Did this tool reduce your caregiving stress or anxiety? (yes/no)”

FEEDBACK ON KEY FEATURES:

1. “Which features did you find most valuable?”

2. “Is these anything you found frustrating or difficult?”

LIKELIHOOD OF FUTURE USE (1-5 SCALE):

• “Would you use this tool in the future?”

• “Would you recommend it to other caregivers?”

UzerZoom Costing