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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MSPCA Reimagined

Redesigning the adoption center experience through service and spatial design


Challenge
The MSPCA-Angell adoption center in Boston is a place where people come to meet future companions, but it also serves the wider community with outreach programs, supplies, and support. During fieldwork, I noticed that visitors often experienced long waits, unclear processes, and limited visibility into what was happening behind the scenes. Staff members, already stretched thin, were managing both adoptions and broader community services.

The challenge wasn’t just about reducing wait time — it was about rethinking how the waiting experience could feel welcoming, transparent, and supportive, while still aligning with the MSPCA’s operational realities.




Visitors often faced long waits and unclear processes, leaving them unsure of what to expect during their time at the shelter.

Research InsightsThrough visitor interviews, site observations, and staff conversations, several key themes emerged:

  • Unclear process: Visitors often didn’t know why they were waiting, or what step came next.
  • Limited seating and accessibility: The space was crowded and not always comfortable for those with mobility needs.
  • Animal visibility gaps: Dogs were not publicly accessible due to health and overstimulation concerns, leaving some visitors confused or disappointed.
  • Staff under pressure: With limited staff juggling many tasks, small issues often became bottlenecks.
  • Merchandise clutter: Retail items filled the lobby, adding to the sense of crowding.

These insights pointed toward a need for greater clarity, comfort, and engagement during the waiting experience.



A color-coded brainstorm chart of the MSPCA adoption experience, showing strengths, gaps, and opportunities across clarity, accessibility, emotional support, and systemic issues.





Research Activities
To move beyond surface observations, we designed two interactive activities that helped participants reflect on their experiences and propose changes.




Guided Retrospective Think-Aloud
 Using photos of “hotspots” in the shelter, participants walked through their journey step by step, recalling emotions and frustrations as they went.Space Innovation Activity  
A MDF board floor plan and 3D-printed pieces allowed participants to collaboratively redesign the waiting space. This hands-on co-design method surfaced ideas for improving flow, comfort, and visibility.
Photos of key spaces in the MSPCA shelter, used as prompts to help participants share memories and feelings about their visit.
Research stimuli used in participatory sessions: MDF floor plan with 3D-printed pieces (people, furniture, etc.) for spatial reconfiguration.


 




From Insights to IdeasTo move from research into ideation, our team mapped the visitor journey on a whiteboard — tracing the flow from entering the lobby to interacting with staff and visiting animal rooms. Alongside this map, we brainstormed interventions to make the experience more intuitive and supportive.

This session allowed us to quickly connect observations with actionable ideas, laying the foundation for our “How Might We” questions.

Whiteboard brainstorm mapping the visitor journey and early opportunities at the MSPCA adoption center. 
This exercise helped translate raw field insights into tangible design prompts.




Framing The OpportunityAt the heart of this project was a single guiding question:

How might we help visitors feel welcomed, informed, and supported while waiting at the MSPCA?
Supporting prompts included three other how might we questions.


Reframing problems as “How Might We” questions opened space for design exploration.




Concept DevelopmentFrom the brainstorm, we developed a range of proposals that addressed both visitor needs and staff realities.
Early concepts ranged from small, low-cost interventions to larger spatial changes.






Plush Companions
Not everybody leaves with a pet. 

Plush animals give people a way to take home a “companion,” softening disappointment and creating a lasting positive memory of the shelter.





Clear Room Instruction
Small signs in each animal room explain how to interact, what to notice on the papers, and how to read signals from the animals—empowering visitors while easing staff workload.



MSPCA Stickers
A simple, low-cost way to extend the shelter’s identity. 

Visitors can proudly display them on water bottles or laptops, carrying the MSPCA name into the community.





Merchandise Corner
Moving merchandise to one corner of the lobby reduces clutter and creates a calmer, more intentional flow for visitors.






Comfortable Seating
Updating chairs makes waits less taxing, especially for those with physical needs or longer adoption appointments.






Pamphlets & Maps
Clear, well-designed handouts help visitors orient themselves and navigate the adoption process independently.







Dog Stories & Photos
Since dogs can’t be shown in public spaces, displaying their photos and short stories in the lobby connects visitors with adoptable animals in a non-disruptive way.




 PrioritizatioN
 We generated a wide range of ideas, from small interventions like pamphlets and stickers to larger spatial changes like reconfigured seating. To evaluate them, we created a prioritization matrix that compared visitor benefit, staff benefit, and feasibility.

Ideas were scored based on:

  • Visitor benefit — Does this improve clarity, comfort, or emotional connection?
  • Staff benefit — Does it reduce workload or at least not add to it?
  • Feasibility — Can it be realistically implemented with the MSPCA’s space, resources, and budget?

For example, pamphlets and room instructions ranked high across all three because they clarified the process and reduced staff interruptions at very low cost. 

Comfortable seating, on the other hand, offered strong visitor benefit but scored lower on feasibility due to higher cost and space constraints.



           
Ideas ranged from quick wins like pamphlets and stickers to longer-term spatial improvements like seating and layout. The matrix helped balance feasibility with visitor and staff benefit.
Why It MattersImproving the waiting experience isn’t just about efficiency — it’s about dignity and care. For visitors, it can mean feeling confident, welcomed, and supported during an emotional decision. For staff, it can mean fewer bottlenecks and more time to focus on meaningful interactions.

This project reimagined the adoption center not just as a place of transaction, but as a holistic community resource that extends care and clarity to everyone who walks through its doors.


What’s NextThese interventions provide a roadmap for future testing and implementation. By piloting information displays and waiting area zoning in small steps, the MSPCA can evaluate impact before scaling. 

Longer-term, the framework could also extend to other locations and programs, ensuring consistent, supportive experiences across the organization.