Gaining patient experience insights

An integrated and multi-levelled framework of information


  • Maitane GARCÍA-LÓPEZ Mondragon Unibertsitatea
  • Ester VAL Mondragon Unibertsitatea
  • Ion IRIARTE Mondragon Unibertsitatea
  • Raquel OLARTE Mondragon Unibertsitatea



patient experience, experience design, framework, insights, chronic patient


Taking patient experience as a basis, this paper introduces a theoretical framework, to capture insights leading to new technological healthcare solutions. Targeting a recently diagnosed type 1 diabetes child and her mother (the principal caregiver), the framework showed its potential with effective identification of meaningful insights in a generative session. The framework is based on the patient experience across the continuum of care. It identifies insights from the patient perspective: capturing patients´ emotional and cognitive responses, understanding agents involved in patient experience, uncovering pain moments, identifying their root causes, and/or prioritizing actions for improvement. The framework deepens understanding of the patient experience by providing an integrated and multi-leveled structure to assist designers to (a) empathise with the patient and the caregiver throughout the continuum of care, (b) understand the interdependencies around the patient and different agents and (c) reveal insights at the interaction level.




How to Cite

GARCÍA-LÓPEZ , M., VAL, E., IRIARTE, I., & OLARTE, R. (2019). Gaining patient experience insights: An integrated and multi-levelled framework of information. Conference Proceedings of the Academy for Design Innovation Management , 2(1), 127–142.