Introduction
Melmira is a Toronto-based lingerie and swimwear boutique specializing in personalized fittings. Besides supporting women through the many moments of womanhood, Melmira also provides surgical bras for women who have undergone invasive breast surgeries, including breast cancer patients and survivors.
Creating a safe, comfortable and enjoyable fitting experience for breast cancer patients requires a better understanding of the emotional and physical journey women undergo from diagnosis to treatment.
The goal is to integrate this knowledge into the fitting experience such that Melmira can cater to each woman appropriately by creating an experience that best corresponds to the stage of the journey the woman is in.
Project Breakdown
Research
Data Analysis
Research uncovered several stages that the breast cancer patient experiences as well as three touch-points in which Melmira gets involved.
Breast Cancer Experience Stages
Melmira Touch-Points
Research allowed us to map put a timeline of each stage as well as key decisions taken along the process. Financial options were also included, such as government funding and insurance policies.
Several layers of interaction were implemented in the service blueprint to indicate at which points the client interacts with Melmira, as well as what goes on behind the scenes at Melmira in order to make the experience possible.
Preliminary Service Blueprint
Stakeholder Feedback/Review
The preliminary service blueprint was presented to the relevant stakeholders. Feedback was incorporated and changes were updated to provide a final version of the service blueprint.
Note: The final version of the service blueprint is in its final stages and will be published when it is launched to the public.
Next Steps
Implementation & Training
Use the service blueprint as a training tool for fitters in the Melmira store.
Distribution
Distribute blueprint to interested parties in the breast cancer community such as doctors and support groups.