Background & problem

In my undergrad class on advanced UX research in 2020, I was challenged to create a self-led research project on any topical issue.

During my exploratory research, I learned from friends and family about the painful and relatively unknown aftereffects of Covid-19. As I looked into this phenomenon, I noticed that—back in late 2020—there was an immense stigma against Covid-survivors and very little support for the prolonged and painful aftereffects of the virus.

I decided to better understand the stigma towards Covid-survivors and discover ways that support can be provided to those affected by Post-Acute Covid-19. I set out to answer the guiding question:

Post-Acute Covid-19 is the sequelae (a consequence of a previous disease) of Covid-19. Currently, there are no treatments for the disease and there are over 70 unique documented symptoms from bedridden fatigue to muscle pain to nausea. More than 40% of survivors suffer from Post-Acute Covid-19 for up to 8 months after their recovery from Covid-19.

How might we alleviate stress-based uncertainty for post-acute Covid-19 patients such that they can be more assured and hopeful about their recovery?

Solution

The main outcomes from the project are a set of recommendations and a set of possible solutions.

Primary recommendations

1.

Connecting survivors and family members together can help patients find ways to recover, as well as decrease feelings of isolation.

Half of the interviewees and online survivor accounts recounted stories of trying to connect with other loved ones who were struggling with the chronic disease to find help and emotional support.

2.

There are many known treatments for common symptoms such as headache and muscle loss, but they're not common knowledge to the patients.

All participants, who were medical practitioners, mentioned that they or their patients and family who had post-acute Covid-19 were trying to recover from their symptoms with unreliable trial and error methods that they found online.

3.

Many patients are worried about their futures and need encouragement and motivation to help rehabilitate their bodies.

All participants stated that surviving Covid-19 was already a stressful and painful experience and the addition of chronic symptoms was extremely detrimental to their mental health.

Primary solution

I also developed a solution concept based on the research recommendations and pain points. I created a map to represent the concept: a centralized and credible hub of information specifically for people recovering from Post-Acute Covid.

Full research data 

Process

Research

Solution

Takeaways

Research

Interviews

After some preliminary research, I decided to narrow my target audience to middle-aged individuals (around ages 35 to 55) who have familial responsibilities.This group of people faces the most setbacks and stress from post-acute Covid-19 because they often have to manage work, children, and aging parents while trying to recover.Additionally, middle-aged people are more likely to survive Covid-19 than older individuals but are not as immune-tolerant as younger individuals. As a result, they are most likely to suffer post-acute Covid-19.

I conducted 4 interviews via Zoom with medical professionals, two of whom suffered from post-acute Covid-19. To source more stories and experiences from a wider audience of Covid survivors, I gathered accounts and statements from survivors across various online forums, interviews, and journal articles.

Analysis

I condensed the responses from both the interviews and the online accounts into 5 main points of friction for individuals who suffer from post-acute Covid-19.

Then I mapped out the patient's interactions with stakeholders to gain a better understanding of the landscape of people and environments that they interact with throughout their experience through Covid-19, post-acute Covid, and recovery.

Synthesis

I discovered that the 5 main pain points that I found could be matched to different parts of the stakeholder map. I decided to overlay the pain points onto the map to create a second stakeholder diagram that illustrates where each pain point appears in the patient's ecosystem.

After gaining more understanding of the experiences that the patient goes through, I created 3 personas to depict a potential user's journey.In addition to the patient, I also made personas for their partner and general practitioner. I found that these two people were the most involved in a patient's journey from contracting the virus to their slow recovery from post-acute Covid-19.

Paul Andrews

Post-acute Covid-19 patient
‍47 years old, father of 2

‍Bio
‍Paul was feeling sick two months ago and tested positive for Covid-19. He had self-isolated in his guest room and fought with fever and severe chest pain for two weeks. About 48 hours after his negative test, he began experiencing extreme fatigue, breathing difficulties, and shortness of memory, which were persistent for two months after his recovery.

Goals
‍• Recovering his health from post-acute Covid symptoms
• Quarantining in his guest room to keep his family safe from Covid-19
• Helping his family remain financially stable throughout his recovery

‍Frustrations
‍• Did not receive much guidance from his doctors and doesn’t know if he should believe the information he finds online
• Doesn’t know if he’s doing the right thing to help him recover
• Is unable to work due to his severe symptoms and is worried about his family's financial needs throughout his prolonged recovery period

Jill Andrews

Paul's partner
45 years old, mother of 2
‍
‍Bio
When Jill’s husband contracted Covid-19, she took care of him, their two children, and their home for the two weeks that her husband was sick. Soon after her husband’s initial recovery, he became sick again and Jill is now trying to financially and emotionally support her family on her own while helping her husband recover.
‍
Goals
• Keeping her family financially and emotionally stable
• Keeping herself and her children safe from Covid-19
• Helping her husband recover from post-acute Covid-19

Frustrations
• Feels worried about her husband's extremely slow recovery, and stressed about the lack of medical support or knowledge there is for his illness
• Increased stress from working overtime while taking care of her family

Aaron Singh

Paul's general practitioner

‍Bio
When Aaron's patient, Paul, contracted Covid-19, they kept in contact remotely through their clinic for the 2 weeks that Paul was sick. After his patient's negative test, Aaron informed Paul about possible post-Covid symptoms and some self-treatments that he knew of. Aaron knows that there isn’t enough research on post-Covid symptoms and couldn’t offer as much professional guidance as he would like.

Goals
‍• Monitoring and providing care for his patients who have Covid-19 and post-acute Covid-19
• Trying to understand more about post-acute Covid-19 in order to find potential treatments that he can prescribe to his patients
‍
‍Frustrations
‍• Is unable to give much professional guidance to his post-Covid patients due to the lack of attention to and knowledge of the illness
• His post-acute Covid-19 patients all suffer different symptoms and it’s difficult to discover what each patient needs

Using Paul's persona as guidance, I created a user journey map to illustrate a patient's journey from Covid-19 diagnosis to initial recovery to experiencing post-acute Covid to their "re-recovery."I also mapped out the highest point of friction along the journey.

Solution

From the analysis and synthesis of the research, I offered 3 recommendations and concept ideations for this problem space.

Recommendations

1.

Connecting survivors and family members together can help patients find ways to recover, as well as decrease feelings of isolation.

Half of the interviewees and online survivor accounts recounted stories of trying to connect with other loved ones who were struggling with the chronic disease to find help and emotional support.

2.

There are many known treatments for common symptoms such as headache and muscle loss, but they're not common knowledge to the patients.

3.

Many patients are worried about their futures and need encouragement and motivation to help rehabilitate their bodies.

All participants stated that surviving Covid-19 was already a stressful and painful experience and the addition of chronic symptoms was extremely detrimental to their mental health.

Concept ideation for solutions

I began concept ideation by creating a series of potential solutions that aim to satisfy and implement the recommendations.

Final solution concept

I discovered that many of the potential solutions I created complimented each other, so I created an map for a centralized hub of credible information that outlines how they might work together to help post-acute Covid-19 patients feel more assured and hopeful about their recovery.

Full research data 

Takeaways

This project took place during a very sensitive time and was about a sensitive, emotional, and personal topic, so many people understandably didn't want to share their experiences. I'm very grateful to those who chose to share their experiences and the many people helped me find participants through lines of referrals. Through this experience, I learned how to sensibly seek out interviewees and conduct interviews on sensitive and highly topical issues. I learned that it's important to slow the pace of the interviews and spend time building meaningful rapport and connection, as well as present my questions in ways that were as non-invasive and non-triggering as possible.

Through studying a complex and emotionally charged issue around Covid-19 at the height of the virus' stigma, I was further reminded of the profound empathetic nature of interaction design and research. It was extremely humbling to connect with people in difficult times about trying topics, find understanding about their pain points, and offer kind, human-centric solutions.

I recovered from Covid, so why am I still sick?

Background & problem

How might we alleviate stress-based uncertainty for post-acute Covid-19 patients such that they can be more assured and hopeful about their recovery?

Solution

Primary recommendations

1.

2.

3.

Primary solution

Process

Research

Interviews

Analysis

Synthesis

Paul Andrews

Jill Andrews

Aaron Singh

Solution

Recommendations

1.

2.

3.

Concept ideation for solutions

Final solution concept

Takeaways

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