molida chan



i’m an experience designer exploring the intersection of systems, space, and storytelling.

my work turns complex insights into tangible services and tools that make experiences more humane.

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Living Liver Transplant

Enhancing Shared Decision-Making in Transplant Care





ChallengeLiving liver transplant is one of the most complex and emotionally demanding procedures a patient and donor can face. Beyond the medical risks, the process asks families to navigate an overwhelming system while making deeply personal decisions.

What struck me was how existing resources—from medical websites to printed guidebooks—delivered facts without acknowledging the lived realities of recipients, donors, and caregivers. Patients described feeling lost between “too much medical jargon” and “not enough guidance for the hard decisions.” Donors, meanwhile, carried invisible burdens: the guilt of saying no, the fear of complications, and the financial strain.

The challenge wasn’t just about providing more information. It was about creating tools that helped people make sense of their options, feel supported in their choices, and remain at the center of the decision-making process.



Opportunity



The solution needed to reduce the emotional burden, clarify procedural steps, foster open conversations, and connect to credible medical sources without overwhelming people.

Most importantly, it needed to honor autonomy by supporting choices that reflect personal values rather than external pressures.


The goal was to create tools that:


Reduces emotional and informational burden
Clarifies eligibility and procedural steps


Fosters open, informed conversations between all parties
Connects to credible medical sources without overwhelming users



Research InsightsAs part of our research, we studied how major hospitals currently explain living liver donation. What we found was telling.

  • At Cleveland Clinic, the information is medically thorough, but it reads more like a textbook than guidance for someone in crisis.

  • UW Medicine dives deep into eligibility and process, yet the sheer amount of text can feel overwhelming at a moment when clarity matters most.

  • Mass General Brigham uses a roadmap to show each stage of donation, which is easier to follow, but it still stops short of connecting to the personal, emotional journey donors and recipients face.

Each site held valuable information, but what was missing was the human side of the story—the uncertainty, the conversations with loved ones, the decision of whether to step forward or step back. This gap is where our project began: creating tools that not only clarify the medical process but also support the lived experience of making such a profound choice.


Current resources from Cleveland Clinic, UW Medicine, and Mass General Brigham show how donor education is presented today—informative but fragmented and text-heavy.




Design PrinciplesFrom these insights, I defined four guiding principles:

  • Human first, medical second – Tools should acknowledge fear, guilt, and hope, not just deliver facts.

  • Clarity without overload – Content must be layered, allowing users to engage at their own pace.



  • Shared access – Patients, donors, and caregivers need a single source of truth.


  • Respect for autonomy – Support must empower decisions rather than influence them.


The Solution

I designed a two-part system to bridge these gaps.



Multi-User Digital GuidebookThe guidebook serves as the central hub for recipients, donors, and caregivers. Recipients can invite others into their group, creating linked profiles that customize content for their unique situation. This shared setup turns medical facts into meaningful, personalized metrics—like the probability of donor qualification—while still giving families the ability to explore information at their own pace.

The design layers information in digestible ways: quick overviews for moments of stress, and deeper dives for when families are ready to engage. By doing so, it shifts the guidebook from a static binder of information into a living tool for decision-making.


Profile setup for donors, recipients, and caregivers to personalize the decision-making process.
Clear, accessible criteria help potential donors understand requirements and risks before taking next steps.

Self-screening tools give early insight into donor eligibility without committing to medical testing.


Digital MEDICAL NARRATIVEThe medical narrative translates the transplant journey into a visual and story-driven experience. Instead of abstract steps, patients and caregivers see a day-in-the-life perspective of surgery and recovery, helping them anticipate what lies ahead.

This narrative doesn’t just explain the process—it humanizes it.

By weaving together milestones, emotions, and recovery expectations, it helps patients feel prepared while opening space for caregivers to better understand their role. It creates a bridge between clinical knowledge and lived experience.








Why It MatterSLiving donor transplantation isn’t just a medical procedure — it’s a deeply human decision that carries fear, hope, and responsibility for everyone involved.

By pairing personalization with empathy, the guidebook and medical narrative reframe the process as shared and supported, rather than isolated and overwhelming. Patients, donors, and caregivers gain confidence to move forward on their own terms, with clarity and a single source of truth. At the same time, providers benefit from better-prepared participants who can engage more fully in care and communication.

What’s Next
  • Add financial and legal resources for donors
  • Develop caregiver-focused modules
  • Create doctor-facing materials to integrate into clinical workflows