Healthcare

Experiential healthcare by design

Insights & Takeaways

Experience design considers the entire patient journey, physical and digital, before, during, and after the engagement process. This allows process simplification for providers and patients.
Engagement is empathetic and caring and connecting with people emotionally, at every stage allows understanding how they feel, their frustrations and pain points.
It is important to identify all the key players responsible during various touchpoints in the patient’s journey to form a cross-functional working group and resolve these issues.
Identifying all important personas internal and external who represent or are in some way connected with the the existing patient-base represent opportunities for change and growth.

Overview

Considering the current sub optimal state of provider and patient experience and high costs of healthcare, we focused on understanding pain points and create a holistic experience for patients, physicians, healthcare providers and insurance companies.

“Human Centered Design as a driver for Patient Experience allows it to thrive.”

Challenge

We worked with a large healthcare provider to help improve overall patient experience. The engagement revolved around understanding internal and external factors that impact Press Ganey and HCAHPS scores, improve patient turnaround time, quality of care, optimizing patient panel and overall effeciency.

Outcome

Multiple applications, membership portals internet and extranet sites with inconsistent look and feel and little to no impact of branding and customer experience initiatives.Disconnected departments and sub divisions, design and technology teams resulting in multiple development efforts making it challenging and expensive to enforce consistent brand and deliver a unified experience. Excess of costs in maintaining customer facing applications across multiple devices, websites, membership portals etc. yet a lack of unified experience throughout a single organization. These challenges are even more relevant and costs higher in organizations with multiple acquisitions, mergers etc leading to confusing often completely inconsistent experiences for customers in different locales & languages for the same functionality.

Days 1-30

Persona Identification, Feasibility Studies, User Interviews

Focus was placed on identifying small yet effective groups of individuals to study their motivations, attitudes, goals, pain points defining what the persona wants. Given the wide variety and range of healthcare applications study was conducted on various technology and applications that were utilized in the line of business.In person and online interviews were conducted with physicians, patients, nurses, hospital staff, supporting staff, providers and insurance companies.

Days 31-60

Analysis & Synthesis, Experience Mapping, Ideation

The diverse data that were received from various categories of persona were analyzed, properly categorized and synthesized to properly understand the pain points. With a focus on the patient at the center, the researchers and designers created an experience map which visualized the current state of the patient and used tangible points to map a future state using technology alternatives. The future state and data obtained from the research were translated into creative ideas and artifacts. Mindmaps, sketchs and storyboards were created to visualize the data.

Days 61-90

Design System, Prototypes and Proof of Concept

Fully interactive high fidelity prototypes that envisioned the new application were created iteratively with user feedback considering integrations, ease of use and adoption. Low and high fidelity prototypes were converted to a proof of concept using combining data on patient demographics, scheduling systems, geographical data and individualized care solutions.

Next Project

Operation by Exception