Guest Waiting Room Experience: Service Design Research

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

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ha C t n

d n a sb

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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