Design Thinking Project:
Improve Way-Finding in Hospitals
In massive buildings like hospitals, patients often are lost and run late to their appointments as a result. Anxiously finding one's way in a cold sterile building, while feeling sick, is an exhausting and alienating experience. "The Greeting Card" was conceived as a solution not just to improve way finding but also improve patient experience by extending a touch of warm hospitality. This was a design sprint accomplished as a part of the Design Thinking course conducted by Johns Hopkins Carey Business School.
The Design Thinking Process
Secondary Research
We conducted secondary research on leading hospital interior design to understand the reason and impact behind them.
We also looked at other navigation systems deployed by airports, such as zoning and color coding system to gather ideas around current best practices.
Field Observation & Intercept Interviews
The team conducted field observation at various entrances of the hospital and intercept interviews on 5 patients .
Specifically, we were focused on capturing visitors' first instinct at navigation and their final negotiated approach. We also looked out for signs, which were missed by visitors' eyes.
In our interviews, we sought to determine whether patients' experiences and challenges differs across different entrances or types of patients, and if so what led to the differences.
In-depth Interview
To gather further insights to patient experience, we conducted in depth interview with 2 hospital staff, who interacts closely with patients.
Our interviews provided vital insights into the reasons behind some of the confusion experienced by patients.
Rapid Prototyping
Our final prototype selected was a "greeting card", which communicated empathy, but more importantly clearly outlined the building they should expect to arrive at (to avoid confusion around multiple entrances).
It contained navigation instructions and a checklist that is simplified from existing pre-appointment letters.
Our checklist is a redesign for quick information processing in a non anxiety-inducing manner vs. a long formal letter with paragraphs & bullet points.
Result: Client (VP of Patient Experience) provided positive feedback and prototype was shortisted for her department's internal iteration and development.