Summary
Healthcare in the United States often struggles to innovate in delivering optimal patient experiences across acute and non-acute settings. However, those service designers who work within large health systems get to experience first-hand on why it is extremely hard to implement changes in a singular or multi-level service interaction across healthcare touchpoints. In this case study, you will hear first hand learnings on how to influence the decision-making process of solutions that shape the patient and the clinician experience.
Key Insights
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Service design in healthcare must prioritize patient safety above all.
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Digital transformation in healthcare is vital for optimizing workflows and enhancing patient care.
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Changes in healthcare service design require careful timing and consideration of potential impacts.
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Collaboration across disciplines is essential for developing effective solutions.
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Engaging stakeholders and building rapport is key to successful project outcomes.
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Understanding existing workflows and processes aids in creating innovative solutions.
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Using simulations with actors can provide valuable insights without risking patient safety.
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Designers should approach projects with a respectful understanding of the existing systems in place.
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Adapting language and processes to be familiar to the audience enhances communication and buy-in.
Notable Quotes
"Designing for health is multidimensional and requires understanding complex interactions."
"Top down decisions impact service encounters in profound ways."
"Creating a standard workflow encourages bigger picture discussions."
"The 'secret sauce' is engaging in meetings not led by design to understand the organization's needs."
"Collaborating with nonclinical staff can greatly enhance patient experiences."
"We have to keep testing our designs to ensure they meet real-world needs."
"Simulations are a powerful tool in creating training protocols."
"We cannot test everything in the live environment; we use creative methods instead."
"Design is about piecing together existing work to improve outcomes."
"Good trouble is part of our craft; it leads to innovation and improvement."
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