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To Understand and be Understood
Tools for Enabling Communication About Pain Across Languages and Cultures
Tools for Enabling Communication About Pain Across Languages and Cultures
Tools for Enabling Communication About Pain Across Languages and Cultures
Nominated for AHO Works in Service Design
A project by: Ishita Chawla og Martine Braathen
Supervisors: Shivani Prakash & Erlend Grimeland
Arkitektur- og designhøgskolen i Oslo
Spring 2026 // Diploma project
Duration: 18 weeks
Nominated for AHO Works in Service Design
A project by: Ishita Chawla og Martine Braathen
Supervisors: Shivani Prakash & Erlend Grimeland
Arkitektur- og designhøgskolen i Oslo
Spring 2026 // Diploma project
Duration: 18 weeks
Simplifying complexity
Simplifying complexity
Prototyping
Prototyping
Deep research
Deep research
Analyzing complex systems
Analyzing complex systems
Key words: UX and Service design, Diversity & Equity, Design for public sector, Strategic design
Key words: UX and Service design, Diversity & Equity, Design for public sector, Strategic design
Why?
Pain is one of the most fundamental things we can experience, but also one of the hardest to put into words. It's a subjective and complex feeling that no one else can truly know. The GP's office is a demanding space where vague, diffuse pain meets a system that asks for concrete descriptions. Time is short, and you're dependent on the doctor understanding what you actually meant.
For women from ethnic minority backgrounds, communication barriers can make it even harder to describe pain in a way the system recognizes. Lowering that threshold for being understood can increase the chances of getting the right help at the right time, and ensure equal access to care, including for those who are most vulnerable.
Why?
Pain is one of the most fundamental things we can experience, but also one of the hardest to put into words. It's a subjective and complex feeling that no one else can truly know. The GP's office is a demanding space where vague, diffuse pain meets a system that asks for concrete descriptions. Time is short, and you're dependent on the doctor understanding what you actually meant.
For women from ethnic minority backgrounds, communication barriers can make it even harder to describe pain in a way the system recognizes. Lowering that threshold for being understood can increase the chances of getting the right help at the right time, and ensure equal access to care, including for those who are most vulnerable.
Brief and contribution
“How can we as designers create a more equal dialogue around the communication of pain in female patients with minority backgrounds during GP consultations?”
We focus on chronic pain, which is a shared challenge among the users we spoke with. Their diffuse, layered, and complex experiences make visible the communication barriers that underlie the problem.
In this project, both members of the group have had an equal role during the insight phase, idea generation, and the production of the report and presentation. I have had the main responsibility for the development and iterations of the prototypes.
Brief and contribution
“How can we as designers create a more equal dialogue around the communication of pain in female patients with minority backgrounds during GP consultations?”
We focus on chronic pain, which is a shared challenge among the users we spoke with. Their diffuse, layered, and complex experiences make visible the communication barriers that underlie the problem.
In this project, both members of the group have had an equal role during the insight phase, idea generation, and the production of the report and presentation. I have had the main responsibility for the development and iterations of the prototypes.
Tensions during the consultation
Tensions during the consultation
How might we...
How might we...
... build a foundation for mutual understanding between the patient's and the doctor's expectations and needs?
... build a foundation for mutual understanding between the patient's and the doctor's expectations and needs?
... strengthen the woman's ability to talk about her pain when she comes in for her appointment?
... strengthen the woman's ability to talk about her pain when she comes in for her appointment?
... create digital solutions that meet her where she is, and give her tools suited to her situation?
... create digital solutions that meet her where she is, and give her tools suited to her situation?
Concept development, testing and iteration
After several conversations with healthcare professionals and women about the ideas, we worked on categorizing the cards from the what-if exercise based on what fit together, what best answered the brief and our three questions. We started with 60 what-if cards in total, and ended up with 10 that were brought together into 3 different concepts.
We went through several rounds of prototyping, receiving ongoing feedback from the women and from doctors. Based on that feedback, we adjusted and revised the proposals between each round of testing. Some of the changes we actively worked on along the way included simplifying features, improving clarity, and incorporating more visual elements.
Concept development, testing and iteration
After several conversations with healthcare professionals and women about the ideas, we worked on categorizing the cards from the what-if exercise based on what fit together, what best answered the brief and our three questions. We started with 60 what-if cards in total, and ended up with 10 that were brought together into 3 different concepts.
We went through several rounds of prototyping, receiving ongoing feedback from the women and from doctors. Based on that feedback, we adjusted and revised the proposals between each round of testing. Some of the changes we actively worked on along the way included simplifying features, improving clarity, and incorporating more visual elements.
Concept development, testing and iteration
After several conversations with healthcare professionals and women about the ideas, we worked on categorizing the cards from the what-if exercise based on what fit together, what best answered the brief and our three questions. We started with 60 what-if cards in total, and ended up with 10 that were brought together into 3 different concepts.
We went through several rounds of prototyping, receiving ongoing feedback from the women and from doctors. Based on that feedback, we adjusted and revised the proposals between each round of testing. Some of the changes we actively worked on along the way included simplifying features, improving clarity, and incorporating more visual elements.
Sharing the pasientjournal
Sharing the pasientjournal
Guidance before the consultation
Guidance before the consultation
Logging the pain
Logging the pain
Our design interventions consist of three different digital tools integrated into Helsenorge, helping the user understand her own pain and feel understood when meeting with her GP, acting as a common thread running through the entire GP consultation. Like training wheels on a bike, the service is designed to build confidence, learning, and a sense of mastery until you no longer need them, and can navigate the healthcare system on your own.
Our design interventions consist of three different digital tools integrated into Helsenorge, helping the user understand her own pain and feel understood when meeting with her GP, acting as a common thread running through the entire GP consultation. Like training wheels on a bike, the service is designed to build confidence, learning, and a sense of mastery until you no longer need them, and can navigate the healthcare system on your own.
Our design interventions consist of three different digital tools integrated into Helsenorge, helping the user understand her own pain and feel understood when meeting with her GP, acting as a common thread running through the entire GP consultation. Like training wheels on a bike, the service is designed to build confidence, learning, and a sense of mastery until you no longer need them, and can navigate the healthcare system on your own.
Three design interventions
Three design interventions
The Pain Diary
The pain diary gives the woman a low-threshold way to log her pain, along with patterns and connections over time, and to easily share what matters most with her doctor. This can lead to a better understanding of her own pain and a sense of control.
For the doctor, it provides access to precise, concise information that might otherwise get lost in a busy consultation.
The Pain Diary
The pain diary gives the woman a low-threshold way to log her pain, along with patterns and connections over time, and to easily share what matters most with her doctor. This can lead to a better understanding of her own pain and a sense of control.
For the doctor, it provides access to precise, concise information that might otherwise get lost in a busy consultation.
The Pain Diary
The pain diary gives the woman a low-threshold way to log her pain, along with patterns and connections over time, and to easily share what matters most with her doctor. This can lead to a better understanding of her own pain and a sense of control.
For the doctor, it provides access to precise, concise information that might otherwise get lost in a busy consultation.
The Compass
The Compass works as a framework to make sure the appointment is spent on what matters most to the woman.
The conversation exercise gives her a clearer picture of what to expect, and leaves her better equipped to talk about her body and her experiences when she meets with her doctor.
The doctor gets a quick overview of the woman's situation and needs before the appointment has even started. This can open up more space for meaningful dialogue and mutual understanding.
The Compass
The Compass works as a framework to make sure the appointment is spent on what matters most to the woman.
The conversation exercise gives her a clearer picture of what to expect, and leaves her better equipped to talk about her body and her experiences when she meets with her doctor.
The doctor gets a quick overview of the woman's situation and needs before the appointment has even started. This can open up more space for meaningful dialogue and mutual understanding.
The Compass
The Compass works as a framework to make sure the appointment is spent on what matters most to the woman.
The conversation exercise gives her a clearer picture of what to expect, and leaves her better equipped to talk about her body and her experiences when she meets with her doctor.
The doctor gets a quick overview of the woman's situation and needs before the appointment has even started. This can open up more space for meaningful dialogue and mutual understanding.
The Check-in
Being able to check in after the appointment makes the woman an active part of the ongoing conversation with her GP. By revisiting the agenda she set beforehand alongside the doctor's notes, she has a concrete starting point for reflecting on how it went, and a natural way to speak up if something was missing, unclear, or left unaddressed.
The Check-in
Being able to check in after the appointment makes the woman an active part of the ongoing conversation with her GP. By revisiting the agenda she set beforehand alongside the doctor's notes, she has a concrete starting point for reflecting on how it went, and a natural way to speak up if something was missing, unclear, or left unaddressed.
The Check-in
Being able to check in after the appointment makes the woman an active part of the ongoing conversation with her GP. By revisiting the agenda she set beforehand alongside the doctor's notes, she has a concrete starting point for reflecting on how it went, and a natural way to speak up if something was missing, unclear, or left unaddressed.
Value and effects
The path toward a more equal healthcare system requires that we keep amplifying more voices and exploring new perspectives. Over time, changes like these in the dynamic between patient and doctor can contribute to something bigger; a healthcare system that is genuinely able to provide equal care regardless of who you are, where you come from, and how you express yourself.
Value and effects
The path toward a more equal healthcare system requires that we keep amplifying more voices and exploring new perspectives. Over time, changes like these in the dynamic between patient and doctor can contribute to something bigger; a healthcare system that is genuinely able to provide equal care regardless of who you are, where you come from, and how you express yourself.
Value and effects
The path toward a more equal healthcare system requires that we keep amplifying more voices and exploring new perspectives. Over time, changes like these in the dynamic between patient and doctor can contribute to something bigger; a healthcare system that is genuinely able to provide equal care regardless of who you are, where you come from, and how you express yourself.
Download project report
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