a

amanda elisa
astorga pinto
service & strategic
designer
a
I'm a Strategic & Service designer
skills
Project management
System mapping
User centered approach
Importance of social impact
Work in collaborative
multidisciplinary teams
From Chile
Different perspective
Fluent in Spanish
Graduated from MFA Transdisciplinary Design at Parsons
tools
Design-led research
System-oriented approach to social innovation
Rigorous qualitative research
Connect with social innovators from around the world
Personally and professionally I care about
public services. How communities can
engage better with their own government
and public services system, the importance
of their experience with it, and how from the
perspective of service and strategic design it
can be improved.
 my design
process empathetic approach
· embrace uncertainity & amibguity · human centered design

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define the issue research ideate prototype testing implementation

What do we want Collect information Brainstorming Model building Feedback Plan it out
to improve?
Primary and Concept building How can we make Scale
What needs to secondary research this better?
Define design
change?
principles Improve
“How might we”
Iterate
questions
project minga –
exequiel gonzález
cortés pediatric
hospital

santiago – chile
Project Minga emerged from the
necessity to have an entity that helps to
maintain the identity and community
spirit of the hospital in their new
location. For this, we co-design the
interior of the new building with local
community members.

team
Patricia Sánchez, Pablo Hermansen,
Rocío Salvatierra, Antonia Yunge,
Lissett García
 process “They don!t want a new hospital,
they want a new building. They
are the hospital.”
– Dr. Jorge Villegas

workshops of co-design for information

murals and landmarks strategy design

who? how? Signage System project

Students from public schools in Observe and investigate Inspired in the flora and
the Southern Metropolitan Health Reinterpret fauna of Chile
Service. Co-design the landmarks
Represent
Hospital staff with the community
Other communities (mapuches,
immigrants, parents)

Hospital directory designed

by the Signage System team.
observe and investigate reinterpret represent
workshops agenda

01 02 03 04 05 06 07 08 09 10
Explain Research tools Information Illustration Graphic Digitalization Composition Prototype Navigation Closing of the
design – Origin myth as visualization proposal (Illustrator) of the mural and redesign system workshop
process concept
– Photography
and ethnography
challenges & lessons

Managed the signage system project of

the new pediatric hospital.
Coordinated the graphic murals project
between the hospital management,
the eleven neighborhoods and eleven
schools.
poetics of
dying and care

new york – usa

Educational toolkit to teach medical
practitioners how to have honest and
open conversations about end of life,
through role playing and analysis of
their own language.
We worked in collaboration with
Memorial Sloan Kettering Hospital
and NY Presbyterian hospital.

team
Jenny Liu, Naoki Hashimoto
process
conducted workshops
World Café
Unpack in groups “How Might We”
questions in 10-min rotating sessions.
research tools: Systems mapping
and Wheel of Reasoning*.
participants: Doctors, nurses,
caregivers, patients, and design
strategists.
*Design mapping tool developed by FreedomLab.
Video Ethnography Focus Groups
A viewing of clips from the “End of Life”
video ethnography film followed by
a deconstructed script exercise for
participants to design an ideal medical
conversation scenario.
research tools: Storyboarding,
Journey Mapping.
participants: Patients, nurses, and
caregivers.
wheel of reasoning
Wheel of reasoning diagram highlighting
current issues within the patient-family-
doctor relationship and proposes changes Where do values lie?
to reach an ideal future scenario.
A body that is close to death is no
longer “productive” to society.
8. change 1. cause
7. solution 2. threat
6. opportunity 3. problem
5. source 4. crisis
Patient is suffering, dying.
Family is trying to control the
Create a space to talk
situation according to their
about death in the patient#s
perception and needs.
care process.
Doctor is more concerned
with the treatment and hope
for survival that the patient's
comfort.
participants workshop +
semi-structured interviews
We directed further research towards
medical professionals and students.
We designed and conducted recorded
workshops involving doctor-patient
role play simulations and vigil plan
exercises with palliative care and
concept development
guiding questions
how might we help physicians and medical staff move from “logistics of care” to
oncology physicians, two teams of “being with those who are dying”?
medical students, and an internal how might we help physicians and medical staff activate a conversational space
medicine resident. We also recorded where they can step outside of the distractions of options and hope for cure towards
semi-structured interviews with the an acknowledgment and empathy for the patient!s life?
physicians. how might we make the intangible difficulty in medical communication tangible
and revealing of our attitudes and discomfort towards dying?
what?
Educational activity based on role playing and analysis of patterns in the language
used, primarly for students in the health area.
when?
Medical school. It can be used in workshops, symposiums or in electives on the last
two years of College.
1 2 3 4
period of intervention
additional benefits
• An evidence-based approach could have a strong learning effect on a population
of individuals who privilege direct observational facts
• The tool demands a reflection upon qualitative information in a way that is
masked by a quantitative process of coding and pattern finding
challenges & lessons

Proved that through language, medical

professionals don’t properly address
conversations surrounding end of life care.
sexual health
education for
latinx parents

new york – usa

Parents are at the forefront of a
person’s sexual health education. The
lack of or poor communication about
these issues between parents and
their children has a lasting impact
on a child’s sexual development.
Using service design and empathetic
strategy I design sexual health
learning tools in order to foster
conversations between Latinx parents
and their young children, focusing on
age groups 0 to 5 years old.
designing parent’s experience In the experience of parents as sex educators,
the following tools support the system to give
as sex educators through
self advocacy to parents when talking about
advocacy tools sexual health with their young children.

1 year old 2 years old 3 years old 4 years old 5 years old

Your child got an erection You find your child You find your child
and doesn#t understand touching their playing naked with
increase what#s happening genitals in the park their friend
anxiety
Your child entered in the
Your child ask you bedroom while you were
“how babies are made?” having sex

advocacy tools · sexual health education tools

Card Game Educative Postcards Newsletter

Calendar Podcast Educational Memes

challenges & lessons

Applied system and design thinking on a

topic considered taboo (sexual health).
Successfully developed a game that can
be used among parents and caregivers.
a amanda elisa
astorga pinto

amandastorga@gmail.com
+1 (301) 335 1839