IMPROVING PATIENTS CLINIC VISIT EXPERIENCE
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Overview
Type: Service | Duration: Ongoing | Client: HSE/Mater Hospital
Role: This was a solo project. It involved Service/UX/Graphic/Product design
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A SEE & TREAT clinic is defined as seeing the patient and treating the patient’s minor surgical complaint in a single visit. This reduces cost and time for both patient and hospital alike.
Opportunity
Elements of a ‘See & Treat’ model have been in use within the department, however, it has not been considered from end-to-end. From a patient point of view, little information is offered to illuminate the journey that they will partake in with the hospital. A major objective of the public hospital system is to provide efficient, reliable and accessible outpatient services to patients. While these goals seem achievable, major public hospitals struggle under the increasing numbers of patient referrals and the lack of resources to increase capacity.
Outcome
The outcome is a service that integrates the See & Treat clinic model into the existing hospital infrastructure. It provides patient-centred touch points at the appropriate stages along the journey which have proven to increase the amount of single-visit patients to the clinic.
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Design Process
I applied a human-centred design approach to this project through the Double Diamond process model
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Discover
Primary & Secondary Research | In-depth Interviews | Developing Key Insights | Journey Mapping | Patient Observation
DSU clinic visit
Trying to find my way with current appointment letter
Patient observation
Reviewing existing system
Journey mapping
Pathway mapping, Interviews & Observations
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Define
Synthesising data | How might we...Q's | Persona Creation
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Ideate
Brainstorming | Concept Creation | Wire-framing | Prototype testing
Idea brainstorming
Lo-fi wireframe testing
Med-fi wireframe testing
Testing flow
In preparation for the experience prototyping, I created some lo-fi users flows and tested usability. I then improved the flow based on their feedback and created a hi-fi prototype for use on my subjects smartphone.
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Develop
Sketching | Paper prototyping | Cardboard prototyping | Wireframing | Testing
Working Service Blueprint
Testing auto SMS
Testing video directions
Testing video directions
The above animation and the video below were created to explain to the client how the touch point concepts would work in a service journey.
Experience Prototype video with voice over
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Deliver
Final testing & approval | Hi-fi prototype | Evaluation & further feedback
In collaboration with the See & Treat clinicians, a service evaluation was carried out by questionnaire. 30 patients, post-clinic-visit, were surveyed. The results were all positive.
Service touch points
Final Service blueprint
Information pack
Current
Immediate edit
Near future edit
Appointment letter redesign
Business card with directions
Video directions for patient to get to clinic appointment
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