Seamless vitals checkup experience
A redesign of patients' relationship with Mayo Clinic's built environment, to reinforce their decision to trust the medical center.
Overview
10 weeks, 17 students, 1 goal. From January through March '23, students from over 9 majors came together for this project to reimagine patients' vital signs journeys by researching and defining their relationship with the Jacksonville branch’s built environment.
Picture this – you have come in for a consultation and a nurse addresses you amidst a bustling reception area and leads you to a semi-pubic corner for you to wait for your vitals to be measured. You are already feeling slightly anxious about your impending results, when in that 2-minute duration of the wait – you see a constant stream of people passing by, some making awkward eye contact – you feel a little on display. When you chat with your companion, you are audible by passersby. This is not comfortable for you. Neither did we imagine it would be for anyone in an already stressful situation and environment such as a medical facility.
Goal
To understand the patient journey, really put ourselves in the patient's shoes (as much as possible) and develop concepts to improve the vitals sign journey and instill utmost privacy in the patient experience.
Outcome
3 Floorplan concepts were presented to the organization. This comprised virtual walkthroughs that dove into the particulars of materials, furniture, and lighting. See the package here.
My Role
Workshop Design & Facilitation, Service Designer, Content Strategy
Immersion
We kicked off the project with secondary research, and a site visit to the medical facility in Jacksonville, FL. Our visit and findings led us to create our key user - Harold’s persona. Using an empathy mapping workshop, we were able to take our understanding of Harold’s behavior and distill it into his frustrations, hopes, and goals. This helped us arrive at the journey mapping stage, wherein we mapped out Harold's vitals check-up experience, the various physical and digital touchpoints he interacted with, and the pain points he met with throughout his journey.
Synthesis
Our team studied the pain points derived from the immersion phase and synthesized them into patient-specific insights that helped us frame our problem scope and how-might-we statements. This is the point where we conceptualized our design anchors*. At the end of this phase, we also started identifying possible areas of opportunity.
Ideation
With our design anchors leading the way, the team started with initial concept sketches, exploring ideas for furniture, floor layouts, reimagining vital station nooks, and mood boards for fabrics and finishes.
Prototyping
During this phase, we worked on multiple iterations for all the concept sketches. After intensive feedback rounds, the team started breathing life into the prioritized sketches using 3D models. Toward the end of this phase, we started experimenting with the application of different materials and finishes, using our finalized mood boards.
To see more of our concepts and prototypes, head here.
Desired impact
improve not only patients' experience but also the staff's routine within the medical facility
standardized, consistent experience quality every time
an overall seamless vitals signs checkup experience leading to the consultation
My takeaway
The project allowed me to navigate and implement service design approaches within a multidisciplinary team
The process underscored the value of working with a cross-functional team to address complex problems comprehensively
Find the complete package here.
Overview
10 weeks, 17 students, 1 goal. From January through March '23, students from over 9 majors came together for this project to reimagine patients' vital signs journeys by researching and defining their relationship with the Jacksonville branch’s built environment.
Picture this – you have come in for a consultation and a nurse addresses you amidst a bustling reception area and leads you to a semi-pubic corner for you to wait for your vitals to be measured. You are already feeling slightly anxious about your impending results, when in that 2-minute duration of the wait – you see a constant stream of people passing by, some making awkward eye contact – you feel a little on display. When you chat with your companion, you are audible by passersby. This is not comfortable for you. Neither did we imagine it would be for anyone in an already stressful situation and environment such as a medical facility.
Goal
To understand the patient journey, really put ourselves in the patient's shoes (as much as possible) and develop concepts to improve the vitals sign journey and instill utmost privacy in the patient experience.
Outcome
3 Floorplan concepts were presented to the organization. This comprised virtual walkthroughs that dove into the particulars of materials, furniture, and lighting. See the package here.
My Role
Workshop Design & Facilitation, Service Designer, Content Strategy
Immersion
We kicked off the project with secondary research, and a site visit to the medical facility in Jacksonville, FL. Our visit and findings led us to create our key user - Harold’s persona. Using an empathy mapping workshop, we were able to take our understanding of Harold’s behavior and distill it into his frustrations, hopes, and goals. This helped us arrive at the journey mapping stage, wherein we mapped out Harold's vitals check-up experience, the various physical and digital touchpoints he interacted with, and the pain points he met with throughout his journey.
Synthesis
Our team studied the pain points derived from the immersion phase and synthesized them into patient-specific insights that helped us frame our problem scope and how-might-we statements. This is the point where we conceptualized our design anchors*. At the end of this phase, we also started identifying possible areas of opportunity.
Ideation
With our design anchors leading the way, the team started with initial concept sketches, exploring ideas for furniture, floor layouts, reimagining vital station nooks, and mood boards for fabrics and finishes.
Prototyping
During this phase, we worked on multiple iterations for all the concept sketches. After intensive feedback rounds, the team started breathing life into the prioritized sketches using 3D models. Toward the end of this phase, we started experimenting with the application of different materials and finishes, using our finalized mood boards.
To see more of our concepts and prototypes, head here.
Desired impact
improve not only patients' experience but also the staff's routine within the medical facility
standardized, consistent experience quality every time
an overall seamless vitals signs checkup experience leading to the consultation
My takeaway
The project allowed me to navigate and implement service design approaches within a multidisciplinary team
The process underscored the value of working with a cross-functional team to address complex problems comprehensively
Find the complete package here.
Overview
10 weeks, 17 students, 1 goal. From January through March '23, students from over 9 majors came together for this project to reimagine patients' vital signs journeys by researching and defining their relationship with the Jacksonville branch’s built environment.
Picture this – you have come in for a consultation and a nurse addresses you amidst a bustling reception area and leads you to a semi-pubic corner for you to wait for your vitals to be measured. You are already feeling slightly anxious about your impending results, when in that 2-minute duration of the wait – you see a constant stream of people passing by, some making awkward eye contact – you feel a little on display. When you chat with your companion, you are audible by passersby. This is not comfortable for you. Neither did we imagine it would be for anyone in an already stressful situation and environment such as a medical facility.
Goal
To understand the patient journey, really put ourselves in the patient's shoes (as much as possible) and develop concepts to improve the vitals sign journey and instill utmost privacy in the patient experience.
Outcome
3 Floorplan concepts were presented to the organization. This comprised virtual walkthroughs that dove into the particulars of materials, furniture, and lighting. See the package here.
My Role
Workshop Design & Facilitation, Service Designer, Content Strategy
Immersion
We kicked off the project with secondary research, and a site visit to the medical facility in Jacksonville, FL. Our visit and findings led us to create our key user - Harold’s persona. Using an empathy mapping workshop, we were able to take our understanding of Harold’s behavior and distill it into his frustrations, hopes, and goals. This helped us arrive at the journey mapping stage, wherein we mapped out Harold's vitals check-up experience, the various physical and digital touchpoints he interacted with, and the pain points he met with throughout his journey.
Synthesis
Our team studied the pain points derived from the immersion phase and synthesized them into patient-specific insights that helped us frame our problem scope and how-might-we statements. This is the point where we conceptualized our design anchors*. At the end of this phase, we also started identifying possible areas of opportunity.
Ideation
With our design anchors leading the way, the team started with initial concept sketches, exploring ideas for furniture, floor layouts, reimagining vital station nooks, and mood boards for fabrics and finishes.
Prototyping
During this phase, we worked on multiple iterations for all the concept sketches. After intensive feedback rounds, the team started breathing life into the prioritized sketches using 3D models. Toward the end of this phase, we started experimenting with the application of different materials and finishes, using our finalized mood boards.
To see more of our concepts and prototypes, head here.
Desired impact
improve not only patients' experience but also the staff's routine within the medical facility
standardized, consistent experience quality every time
an overall seamless vitals signs checkup experience leading to the consultation
My takeaway
The project allowed me to navigate and implement service design approaches within a multidisciplinary team
The process underscored the value of working with a cross-functional team to address complex problems comprehensively
Find the complete package here.