How would you design a MyChart experience for adult children caring for an ageing parent?

Introduction

MyChart is Epic's patient portal and app, used by health systems across the US and a growing number of countries. Patients use it to message clinicians, view test results, schedule appointments, pay bills and, increasingly, talk to Epic's patient-facing AI assistant, Emmie. MyChart already supports "proxy access", where one person can view another person's chart, such as a parent for a child. The prompt asks us to design a MyChart experience for adult children who care for an ageing parent. This is a growing need: tens of millions of Americans provide unpaid care to an older relative, often juggling multiple doctors, medications and bills across health systems.

I'll clarify the problem, explain why it matters, choose a segment, identify pain points, propose solutions and define metrics.

Step 1

Clarify Questions (3 minutes)

• Who is the primary user: the caregiver, the patient or the care team?

• Why it matters: Each has different needs and permissions.
• Hypothetical answer: The adult child caregiver, with the patient's consent.
• Impact: Design focuses on the caregiver's tasks while respecting the patient's autonomy.

• Is the parent cognitively able to consent?

• Hypothetical answer: Design for both: patients who can consent and grant access, and patients who have a legal representative (healthcare power of attorney).
• Impact: We need clear consent and verification paths.

• Are we limited to one health system's MyChart?

• Hypothetical answer: The parent may see doctors at two or three organisations. MyChart can already link accounts across organisations using Epic.
• Impact: Design should aggregate across linked organisations where possible.

• What constraints apply?

• Hypothetical answer: HIPAA, state laws on proxy access, and each organisation's policies on what proxies can see.

Propose the Goal

Help adult caregivers coordinate an ageing parent's care in MyChart, so they spend less time chasing information, make fewer mistakes with medications and appointments, and feel confident they are doing the right thing.

Define the Scope

In scope: proxy setup and consent, a caregiver dashboard, medication and appointment coordination, and communication with care teams. Out of scope: in-home monitoring devices, long-term care facility workflows and billing disputes.