Spring 2012
IU Health’s
Guest Waiting Room Experience
Presented by students from Herron School of Art + Design.
Service Design II | Dept of Visual Communications | Herron School of Art & Design
Research, Analysis, and Solution Finding
Service Design II | Dept of Visual Communications | Herron School of Art & Design
Research + Analysis Overview Spring 2012
Spring 2012
Gathering + Documenting Research
Primary Research + Interviews + Multiple visits to Methodist Hospital’s surgical waiting room
Service Design II | Dept of Visual Communications | Herron School of Art & Design
Secondary Research + What aspects/elements create a positive waiting room environment + The psychology of waiting and stress + Process work and solutions from architecture firms, interior design firms, service design firms
Spring 2012
Analysis + Overarching Problems + After visiting Methodist Hospital we identified pain points which we put into two overarching
+ Most current waiting rooms at IU Health are adequate and meet the basic needs of those who interact with services and environments, however, they do not meet the highest quality standards that IU strives to provide.
Service Design II | Dept of Visual Communications | Herron School of Art & Design
problems: Information delivery and environment.
Spring 2012
Service Map part 1 SU R G ERY AT IU HEALTH Who’ s Where, and When ?
P L A CE
CHE CK I N 8: 00 A M
Time
8:15 A M
A S S E S S ME NT 8:30 A M
8:45 A M
The patient is brought back alone to get prepared for surgery; then the family is brought back to wait
9:00 A M
9 : 1 5 AM
S URGE RY 9:30
AM
9 : 4 5 AM
1 0 : 1 5 AM
Surgery can last from 30 minutes to over 6 hours
1 0 : 3 0 AM
1 0 : 4 5 AM
1 1 : 0 0 AM
1 1 : 1 5 AM
1 1 : 3 0 AM
Path of the Surgical Patient
PVN
RN
Surgeon
Anesthesiologist
Hospital Staff in contact with family
Path of the Waiting Family
Service Design II | Dept of Visual Communications | Herron School of Art & Design
RN updates chart + tracking system
Spring 2012
Service Map part 2
10:45 AM
PA CU I 11: 00 A M
1 1 :1 5 AM
1 1 :3 0 AM
1 1 :4 5 A M
12:00 P M
Initial recovery lasts 90 minutes; the family is not usually permitted to see their loved one
12:15 P M
12:30 P M
12:45 P M
PA CU II 1:00 P M
1 : 1 5 PM
1 : 3 0 PM
The family is brought back to see their loved one as soon as he/she is situated in a room
1 : 4 5 PM
2 : 0 0 PM
TOTAL TIME:
5.00 HR
TOTAL WAIT:
4.25 HR UPDATES:
3 TOTAL
Families are often waiting for a much longer amount of time than anticipated
Families waiting much longer might still only receive three updates
Service Design II | Dept of Visual Communications | Herron School of Art & Design
y can last from utes to over 6 hours
Spring 2012 Service Design II | Dept of Visual Communications | Herron School of Art & Design
How might we create a clearly communicative, highly functional, and considered experience that is focused around the needs of people who visit IU Health waiting rooms, while keeping in mind our key words; dignity, respect, empathy, and simplicity?
Little time, cost and labor to implement Service Design II | Dept of Visual Communications | Herron School of Art & Design
Immediate Solutions Spring 2012
SODA COFFEE VENDING VENDING
Service Design II | Dept of Visual Communications | Herron School of Art & Design
Tracking Board
Environment - Rearrange furniture to create privacy. Original Floor plan
Spring 2012
SODA COFFEE VENDING VENDING
Service Design II | Dept of Visual Communications | Herron School of Art & Design
Tracking Board
Environment - Rearrange furniture to create privacy. Updated Floor plan
Spring 2012
Spring 2012
Natural materials
Short partitions ensure safety
Service Design II | Dept of Visual Communications | Herron School of Art & Design
Environment - Create privacy by seating organization and partitions.
Spring 2012
Environment - Create an ambiance that is relaxing. Bright, hidden lighting
Wood panelling relaxing back ground sounds
Service Design II | Dept of Visual Communications | Herron School of Art & Design
Soothing color palettes
Spring 2012
Information Delivery - Empower waiting loved ones to know their surroundings, be informed, and stay entertained.
Tips for Stress
Hospital Place to write FAQ down qestions
Coloring Books and Crayons behind desk r
Folde
Service Design II | Dept of Visual Communications | Herron School of Art & Design
Map of Hospital
Spring 2012
Information Delivery - Show those who are waiting respect.
+
Service Design II | Dept of Visual Communications | Herron School of Art & Design
PVR’s (Patient Visitor Representative) wear a uniform and stand to greet people.
Spring 2012
Information Delivery - Tools to help caretakers know families by name and face.
E N A ,J
E O D
e
Pati
rt
ha C t n
d n a sb
u H N
JOH air, dh
t, e Re k c a j k blac pants i k a h k
With the help of a family description, a designated staff member walks around to families every half hour check on them.
Service Design II | Dept of Visual Communications | Herron School of Art & Design
Short description of family members on patient chart.
More time, cost and labor to implement Service Design II | Dept of Visual Communications | Herron School of Art & Design
Long Term Solutions Spring 2012
Spring 2012
Environment - Make those who wait as comfortable as possible.
Fun TV for all Available pillows, blankets Service Design II | Dept of Visual Communications | Herron School of Art & Design
Water-bottle filter station
Spring 2012
Environment - Give people more options and allow for customization. Touch Screen entertainment connected to chair
Adjustable pillows and arm wrests
Service Design II | Dept of Visual Communications | Herron School of Art & Design
Adjustable Paneling
Service Design II | Dept of Visual Communications | Herron School of Art & Design
Environment - Give people more options and allow for customization. Spring 2012
Spring 2012
Information Delivery - Create the most accurate patient tracking system with no lag time.
DOE, JANE
Tracking Sticker on wristband or hospital bed
Tracking Sticker passes over sensor in doorway
Service Design II | Dept of Visual Communications | Herron School of Art & Design
Updates tracking system immediately eliminates confusion around RN updating charts
Spring 2012
Information Delivery - Make patient information available on multiple platforms.
12:12 Time
Hospital Map
Games
12:12
Support
Ask a question
n
uestio
q Ask a
Text Messa ge Update
12:12 Time
Hospital Map
Ask a question
Patient Tracking
Games
Support
Service Design II | Dept of Visual Communications | Herron School of Art & Design
Patient Tracking
Spring 2012
Information Delivery - Simplify patient update information and ensure that a patient is not just a number
osp Methodist H
ital
in the lor monitor co e th d n a This card ow him help you foll l il w m o ro waiting cess. e surgical pro th h g u ro th or her
I N - P AT I E N T Arrived
Pre-Op In
en in a s s e s s m
O U T- P A T I E N Arrived
OR In
in s u r g e r y
t
Phase 1
in it ia l recovery
T Pre-Op In
en in a s s e s s m
OR In
t
in s u r g e r y
Phase 1
c h e c k w it h t r e c e p ti o n is
Phase 2
secondary recovery
Phase 2
d is c h a r g e d
Phase 3
e x te n d e d s ta y
Phase 3
c h e c k w it h t r e c e p ti o n is
Narrative Format
Space to write patient symbol or code name
Service Design II | Dept of Visual Communications | Herron School of Art & Design
Welcome to
surgery, ne undergoes o ed v lo r u As yo rtant it is to d how impo n a st er d n u we are. nd how they a e er h w w o kn
How our solutions reflect our goals Service Design II | Dept of Visual Communications | Herron School of Art & Design
Long Term Solutions Spring 2012
Spring 2012
Empathy, Dignity, Respect, and Simplicity Empathy These solutions show guests that you understand and consider their needs as your first priority.
Respect These solutions aim to go above and beyond guest expectations. Simplicity The waiting rooms at IU Health should make them wonder why other waiting rooms don’t have these same easy features.
Service Design II | Dept of Visual Communications | Herron School of Art & Design
Dignity These solutions empower guests with options. They can have some amount of control over their environment.
Service Design II | Dept of Visual Communications | Herron School of Art & Design
Thank You Spring 2012