Remote participatory bodystorming for healthcare innovation
Place
Technical University, Delft
Netherlands
Year
2023
Team
Nikita Arora
Ruihong Geng
Monisha Mohan
Ömer T. Döver
Paula Melo
Prof. Dr. Dirk Snelders
Client
UMC
Design Brief
Study the user journey of patients, triaging nurses, General Practitioners and other stakeholders and redesign the service to improve efficiency, reduce burden on the nurses and relieve anxiety from the patients.
Our guiding principles for Service Design
Goal 1: Consumers as Co-Creators
We aim to tap into the unique value customers bring to a service. By treating customers as active participants rather than passive recipients, we enhance the service experience through their actions and engagement.
Goal 2: Make services 'beautiful' for all agents
Services should be delightful and meaningful for all participants—customers and service workers alike. By designing inclusive and aesthetic experiences, we create value for everyone involved in the service ecosystem.
Goal 3: Materiality Shapes Experiences
Every touchpoint matters. From the website to staff uniforms, these tangible elements significantly shape how customers and workers experience a service. Thoughtful design of service materials ensures a seamless and impactful experience.
Process
Through an iterative process of acting-out, editing, sharing and gathering feedback we were able to devise novel solutions through co-creation that addressed the problems of
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Shortage of staff and nurses are overburdened with patients calling more frequently with non-urgent complaints.
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Long wait times for callers (around 10min) to connect to the nurse.
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Language barrier for non-Dutch speakers
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Patients face difficulty in finding the correct number to reach the OHS-PC.
Through multiple iterative rounds of role-playing, service concepts were generated to tackle the key issues identified
We are currently in the process of writing a research paper on the work done during this course. The final videos are to remain private until then.
But feel free to get in touch with me to know more about this project!