Surgical patient family waiting room status board

November 2017 ~ June 2018
Design research
Product design (Zaplin sepc to Dev)
With the advancement of medical technology, more surgeries are done in outpatient settings. Memorial Sloan Kettering, has opened an outpatient surgical center in early 2016. In many cases, patients come with family members who would wait in the waiting lounge until the surgery is done, see patients while they are recovering and take them home. The lounge is thoughtfully set up with things to do while waiting for their loved one, with a status board that shows all surgical patients status throughout the day. The status board was on a big TV screen, and needed some beautification. Re-skin the status board.
Solo designer in collaboration with Health Informatics and Engineering team

Always, research

It was relatively simple ask, and I was starting from a safe place. The original look of the status board could be much enhanced with simple changes in spacing and swap of assests. I could have been changing the look of it, but I wanted to see it being used in the context, and talk to people who might have insights that I could not catch just by looking at the screen.

I visited the surgical center and observed family members who are waiting for their loved one’s operation to be finished. How often are they looking at the screen? How far away can they be from the screen? Additionally, I requested to talk to a floor receptionist and a nurse who is frequently interacting with the family members at the lounge. It was a day trip to the surgical center, and I have learned so much that I wouldn’t have learned just from the screen.


^  The view of the family waiting area (left) and a close up photo of the original status board (right).


Learning from research

  • The board gives a sense of visibility into patient’s status as a quick reference, but patients rely on staff for deeper insights (esp. nurses)
  • There are some misconception about the process when family members come as a visitor, and nurses minimize the gap (require changes in the label)
  • Other people’s progress or timeline does not provide meaningful information (the board looks like it’s a race! This view might be useful for operations manager.)
  • ‘Complete’ has an important distinction
  • ‘Ready for visitor’ triggers action, but other steps are informational
  • It’s hard to read from far away
  • Timestamps might provide higher clarity


Guiding Principles & Features

Based on what I have learned, I set some basic design principles that can guide me throughout the design iteration, and ideate features based on them.


Viewers need to be able to quickly identify who they are looking for, and they see the screen from across the room

  • Legible from a distance
  • Quick index to find who I am looking for (alphabetized)


Viewers need to understand where in the entire process the patient is and what each step means  

  • Individual focus (My patient’s status takes priority than how everyone is moving through)
  • Patient/family friendly language
  • Process indicator
  • Flashing for action queue
  • Timestamp


The design needs to fit for both portrait and landscape (for future implementation at other facilities), and accommodate 15 ~ 50 items in the list (average number of patients a day)

  • Flexible vertical spacing based on patient volume of the day


Design Iteration

I used a large conference room monitor to design. It was handy to check legibility from a distance, and see how it can feel when the design is live in the space.

^ Designing for large screen.

Final Design

^ Sample images of the screen. When there are 15 patients ~ 50 patients.

Design for staff facing tool

The original proposal was to change the look of the screen. However, to make the data more accurate, it needed to have a staff facing tool that a staff member can manually update the status of individual patients.

^ Sample screens of staff side tools.


See it in action!

^ The new design has been implemented and up and running.



  • Research – Design – Implementation


  • solo designer


  • scoping differently than what is originally asked


  • the design has been implemented
  • used modern tools (Sketch, Invision and Zaplin) to collaborate with development team, and the process was showcased as a best practice of collaboration

Aetna. Designing New Business for Workforce Availability 

April ~ November, 2013 (8 month)
Service blueprint
Stakeholder map
Visual design
New business development around workforce management within Aetna from concept to product. At Aetna, internal new business development team has embarked on a journey to develop a new business in regards to managing absence in organizations. Fjord was selected to define the details of the new business, develop core concepts and design the MVP which involves multiple types of users. (employee, supervisor, and Aetna service representatives)
    Service Design Lead
    Business Design Lead
> Interaction Designer
    Visual Design Lead
    Project Manager

New York, Hartford


2013 AWA stakeholder map

2013 AWA process map

^ After talking to multiple stakeholders, day-in-life research and a 3 day workshop with Aetna and the potential clients for the new business, the team have learned the complexity of how currently workforce availability has been managed in large corporations.

Framework & Strategy

2013 AWA service principles

2013 Aetna framework

^ Design framework and principles



^ From the framework, we’ve envisioned 3 concepts

Detail Design


^ Final visual design samples for 3 types of users; employee, supervisor and the service admin


^ The Fjord team identified 3 major user types of the service and designed an online service with 3 faces; for employees, for front-end supervisors and for service representatives. The images are the sample pages from the wireframe documents. Wireframes were used to communicate with visual designers, clients, and developers who were building the MVP for initial release.



  • Research (stakeholder interviews – field interviews – stakeholder map – service blueprint) – concepting – detail design – development


  • as a core team member of the design team, support all aspects of service design in this complex multi-actor play from the beginning to end
  • support facilitating 3 days workshops (lead breakout sessions) to define actors, their relationships and the workforce management processes
  • played an integral role in stakeholder interviews, field interviews, concept and direction development.
  • designed detailed interaction for multiple users of the system


  • complex system – hard to comprehend by anyone. compiling many voices of constituents and stakeholders, tight timeline for detailed design for multi users


  • ceased while MVP under development

Qualcomm + U.S Preventive Medicine. Personal Health Management

April 2011 ~ December 2012 (1 year 9 month)

Product development

Personal health management for mobile users. U.S. Preventive Medicine (USPM) had been running a health care program to help participants live long good years. They had an online site to support the program, and partnered with Qualcomm to translate the online experience onto mobile platform. For almost 2 years, USPM (content), Qualcomm (technology), and Fjord (design) collaborated to create Macaw app (for iOS and Android) that helped tens of thousands of users manage their health on mobile.
From ground 0, we launched a personal healthcare app that connects to multiple tracking devices and provides health information by medical experts. After the first launch we expanded the app into disease management platform.

[DESIGN] Service Design Lead
> Interaction Designer
Senior Visual Designer

[ENGINEER] iOS developer
Android developer
Qualcomm (Server technology)

[CONTENT] U.S. Preventive Medicine (Medical experts)

New York, San Diego, Jacksonville, Toronto, and Austin

Final Design

2012 Macaw 1

^ Macaw app, screen for trackers. This project was my biggest effort of all at Fjord.


PHASE 0: Experience Design

2011 Macaw game

^ This is a sample page that explains the gaming mechanics to create sticky experience. The team had many ideas around how to bake the habit of coming back to the app. The mechanics we considered include accomplishing bite sized actions, leveling up, getting rewards, learning, competing and being part of a team.

PHASE 1: Launch

2012 Macaw 2

^ We launched Macaw app for iOS in November 2011 (5 month after the project started). Through personalized action cards, users participate in healthy activities as well as learn about why the activities help maintain good health. Users could plug in third party health trackers such as Bodymedia or Withings devices to log progress automatically.

PHASE 2: Rethink health – mind, body and social


^ After our first launch, we had the opportunity to look at the app with fresh eyes. We’ve consulted with many medical experts and approached health in a larger context; health is a state of mind, body and social. Fjord team proposed a new way to visualize health state and the progress with the images above.

PHASE 3: Design for disease management


^ While we plan to revise the app with more holistic approach, the larger team envisioned that disease management would be the next big step for the application. As a first example, we designed a section for diabetes.

2012 Macaw wfr 4

^ A sample page explaining on-boarding flow of disease management

2012 Macaw wfr 2

^ Detailed speculation document for tracker screen

2012 Macaw tracker wfr

^ Design for preventive health management to disease management was quite a big step. It involved learning much about the disease and life with diabetes as well as trackers for specific measures of the body. For diabetes, we’ve designed trackers for weight, nutrition, exercise, blood glucose, blood pressure, hemoglobin (a1c) and medication. (Nutrition tracker alone felt like a designing a whole new app!) We also worked hard to find a holistic and personal view of all measures. The image above is a sample wireframe document that explains how the tracker overview screen works.

Design iteration

^ This image shows the evolution of trackers from summer 2011 to winter 2012.

  • Workshop (initial concept definition) – detail design – release – design revision – release – design revision


  • main ixd throughout the project from the initial concept development to detailed design
  • designed the experience, app architecture and detail screens


  • designing for behavior change
  • understanding the complex subject matter, especially for disease management


  • First version launched after 6 month in
  • CES Mobile Apps Showdown Winner 2012
  • CTIA Emerging Technology Award 2012
  • NDEP Frankie Award 2012
  • Finalist for 2011 CTIA Hot for the Holidays Awards 2011

Citibank. Money2 for Health


May, 2012 ~ October, 2012 (6 month)


Competitive audit
Visual mockups & style guide
Working prototype



Citibank has embarked on a new business development to provide consumers a new way to manage their medical bills. Partnered with insurance companies, Citibank developed a payment system where medical service receivers can view medical claims and pay directly from the service. Medical bill management can be confusing and stressful because of the complexity of medical services. To make the bill management experience delightful Citibank selected Fjord to design the service experience.


Business Designer
> Interaction Designer
Senior Visual Designer
Project Manager


New York

Final Design for Multi-platform Service

2012-Citi-m2health-mockup^ Sample images from the final design

Sample pages from the final design





  • Stakeholder interview – competitive analysis – detail design – prototype – usability testing (2 rounds)


  • solo interaction designer of the project
  • conducted competitive analysis to inspire the team
  • created interaction model and detailed interface for mobile and desktop experience
  • supported prototyping and the 2 rounds of usability testing


  • understanding complex landscape of medical services
  • creating simple solution for complex tasks


  • the service has been open to market since 2013

Klyio (Startup). Online Service to Tell Stories

November 2010 ~ May 2011 (7 Month)
Development of a digital service to generate narratives using social media contents.
Online users  manage multiple web services and constantly generate contents. Ironically, this makes it difficult to track their memories and to create meaningful stories from the contents. Kliyo aggregates online feeds and visualizes data into visual narratives.

As a main user experience designer, I set the goal in the design to make every step easy and pleasant. Many interface possibilities have been explored in sketchbooks, paper prototypes, and digital wireframes.

    Design Director
    Senior Interaction Designer
> Interaction Designer
    Visual Designer
    Front End Developer
    Flash Developer
    Back End Developer
    Project Manager

New York

Final Screen

2011 Kliyo 1

^ Personal media repository page in month view


Defining Privacy Dynamics

2011 Kliyo social dynamic 2

^ Privacy dynamics document to define social groups and dynamics within the service

2011 Kyio social dynamic

^ Privacy dynamics document to illustrate viewing permission rules

Interaction Design


^ Initial sketches for the UI

2011 Klyio wfr

^ Detailed wireframe sample page

2011 Klyio mobile wfr

^ Mobile wireframe screens

  • main interaction designer from the detail design phase
  • analyzed competitive landscape
  • developed UX concepts
  • created set of wireframes for web and mobile
  • defined and illustrated rules of complex social boundaries


  • creating something new from a scratch and defining invisible into tangible


  • developed, but funding ceased

Myung Myung Baek Baek, Educational Graphic Novels


The academic terminologies are often difficult to comprehend. However, if you know the root of the term, it makes a lot of sense! (I found that this holds true not only in Korean but English) Together with Boram Park, a good friend of mine from high school and a great designer, we wrote two educational graphic novels on Geography for high school students.

Based with this idea, we wrote two educational graphic novels. First, we made a list of words from geography that are necessary for high school curriculum. Then each word is explained in a form of comic strips. The book also features summary of each chapters from high school text book.

The first editions are all sold out, and we have been getting amazing feedback that made all the hard work worth it.

Book (cover)


^ This is the cover of the second book

2010 mmbb sample

^ Sample page of a book. Each book contains over 100 words.


^ Online presence. We use a blog to directly communicate with our readers. We also uploaded our graphics to Korean version of Wikipedia to share what we learned to the greater community.

Samsung. Social Phonebook


December 2008 ~ December 2009


“Integration of social networking services into the mobile operating system will enable mobile devices to function as true social hubs.”

Based on this premise, I led a series of intensive and exciting ideation sessions resulting in a number of prototypes that were proposed and developed. We designed a system wherein each contact’s page serves as a communication hub where you can see all your calls, SMS, and e-mail from that person, then touch the Activities tab to see their Facebook and Twitter updates, or go to the Media tab to see all their photos and videos. Integrated phonebook is now part of Samsung Social Hub – available for all Samsung mobile devices with TouchWiz3.0, the 3rd generation of Samsung touch phone UX platform.


New Business Development and Incubation Team  (A multidisciplinary team to focus on 3~5 year development under product planning group for Samsung Mobile)

Reimagining Phonebook

This was my first task at Samsung in 2008 when social network service was the most popular subject in digital world. My team wanted to explore how phones facilitate people’s connected lives. I collected examples of different types of networking services and social experiments, and shared with our team and the design team.

Phonebook is where you see list of your contacts, but it is is not serving as a jumping point to connect to them nor providing me the best representation of the collection. Can we re-imagine phonebook?

Ideation & Concept Development

To explore this connected phonebook idea, I ran a design exercise with my team

2009 Samsung phonebook ideation 12009 Samsung phonebook ideation 2

^ Design exercises

2009 Samsung phonebook ideation 4


^ Ideation session for initial concept creation

Final Screens

2009 Samsung_phonebook-6

^ The findings of the design execises were shared with design team who later designed Integrated phonebook as part of social hub and TouchWiz 3.0 (Samsung smartphone platform)


2009 samsung_press 2

^ It was presented at the Mobile World Congress in Barcelona in 2010 and many media covered Samsung connected phonebook with great reviews.

Samsung. New Concept Development


November 2008 ~ March 2010


New concept generation for the smartphones in near future through human centered design process.

At Samsung mobile i was in the product planning team envisioning future devices for upcoming years.  Technology improvements, hardware manufacture and developments in advanced physical user interaction must all be taken into account in addition to software improvements, service integrations, and business initiatives.

The team embarked on the project by observing users, and analyzing consumer and technology trends to conceptualize future trends. Based on the conceptual model, design principles are laid out and ideas are generated. Through scenario building and scenario scoring, a final product concept was proposed. After several months of prototype development, working prototype was shown at Mobile World Congress 2010 at Barcelona.



New Business Development and Incubation Team  (A multidisciplinary team to focus on 3~5 year development under product planning group for Samsung Mobile)

 New Concept Development


^ Mockup image for prototype.


2009 samsung ncd

^ Technology and consumer trend mapping exercise

2009 Samsung ncd 1


2009 Samsung ncd 2

2009 Samsung ncd 3


2009 Samsung ncd 4

2009 Samsung ncd 7


2009 Samsung ncd 5


The package of concepts did not make to the market. However, components of our concept became part of other software or hardware products in Samsung. More importantly, the methodologies we used is now more spread in the organization. I am now seeing products that were developed within our team coming out as a commercial product in the market. (Galaxy Edge)

Samsung. Media Player for Connected World


November 2008 ~ March 2010


The way people are consuming media has been changed immensely with digital technology. Web already has changed the way we read, listen to music and enjoys video on desktop in many ways, and the mobile technology is going to change it even more. The consumption can be described as snacking as opposed to having a meal. The access to and the consumption of media requires much less effort and it happens much more frequently. Our team explored how media player should evolve when the network and mobile technology advances even further.


New Business Development and Incubation Team  (A multidisciplinary team to focus on 3~5 year development under product planning group for Samsung Mobile)

Future Product Design Team

Re-imagine Media Player for Connected World