Visualizing a Complex Long-Term Care System in the USA
User Flows | Wireframing & Prototyping | Design System
Project Role
UX/Graphic Lead
Tool
Figma, FigJam, Miro
Timeline
Q1 2023
Team Size
20
Overview
For many older adults, individuals, and people with disabilities, long-term care is a maze filled with questions, decisions, and moments of stress. Behind every step is someone trying to find support for themselves or someone they love. We designed thoughtful journey maps for Deloitte’s internal LTSS professionals to make this landscape easier to navigate and understand.
The Problem
62%
of older adults said “navigating the health care system is difficult and stressful.
14 million
U.S. adults were estimated to need LTSS (in the community or institutional settings) in 2018.
15%
of individuals aged 55 in the U.S were found to already have LTSS needs (due to functional or cognitive limitations).
Solution & Impact
About Long-term Service and Support
Overview of what LTSS is and Deloitte’s purpose in helping states revamp their LTSS programs, as well as a section to test employees’ knowledge of LTSS.
Centralized LTSS Database
A dedicated site that organizes and catalogs Deloitte’s LTSS resources in one place, making it easier for teams to quickly find, filter, and reference the information they need.
State-By-State User Flows
Our interactive flowcharts break down each state’s LTSS journey, helping teams spot opportunities for improvement and understand how stakeholders move through the process.
Proposal Library
A curated library of past Deloitte LTSS proposals, giving teams easy access to examples, reference materials, and learnings that help them create stronger and more effective proposals.
Lessons Learn
Staying adaptable when things change
The shift in our objective happened right in the middle of the timeline, and it is important not to panic or hold onto the original plan too tightly. Being flexible helped me refocus quickly, understand the new needs, and guide the design in a direction that truly supported Deloitte’s internal team.
Handling a Massive Research Load
The research procession be really demanding, especially when the topic is complex and the information is massive. LTSS research was dry at times and required a lot of patience, but going through that volume of data helped me strengthen my ability to organize information, spot patterns, and pull out insights that actually matter.
