EXPERIENCE MAPPING One day on-site engagement involving staff interviews and observations. Subjective research to understand and visualize the patient experience in key departments.
EM003: HEALTHCARE WORKPLACE MAPPING THE EMERGENCY ROOM PATIENT
Creating places that enhance the human experience
“Am I going to die?”
“I’m in so much pain”
“OK, people are here to help me”
Ambulance Public Transport Car Hospital Transport • Garage • Drop-Off Point • Bus Stop
Why am I not being helped?
“Why am I still in the hallway?”
Thanks for listening
triage nurse
Registration Desk Waiting Area Gurney
“This is ridiculous”
“OK, there are others in the same boat”
They haven’t forgotten about me
ed nurse PFA
“I’m scared about the test results”
“I don’t know what to expect”
“We can leave!”
nurse
Garage Taxi/Car Pick-up Bus Stop
“The pain is going away!” “The results came back negative”
lab tech
“I have to go for tests”
“Finally! The doctor!”
“What took you “How many so long?” times do I have to repeat myself?”
my doctor either”
“Ok, this is the doctor”
“Oh, I have to see another doctor” “This is not
“Oh, here is the doctor”
med student resident
Imaging
Get Diagnosed & Treated
Hallway ED Room Flex Hallway Flex ED Room
“I can see you in the hallway! Why won’t you help me?”
“OK, I have a bed”
“I’m in so much pain”
Triage Area Triage Room Hallway
Get a Bed
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anxiety/relief
wait time
interaction
Home Work Inpatient Unit
Get Assessed
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CENTER FOR ADVANCED DESIGN RESEARCH AND EVALUATION
^ CENTER FOR ADVANCED DESIGN RESEARCH AND EVALUATION
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