service design for healthcare innovation

IKHWEZI CLINICin Nomzamo

+

Pilot project in healthcare

Goal

Improving the patients experience

How?

Service Design

Define problem or opportunity

Design and prototype solution

Discover DevelopDefine Deliver

Design is Human CentredTim Brown - IDEO

What do they

think, feel and fear?

What do they

say and do?

What do they

see?What do they

hear?

Pain Gain

Emphaty is...

Interview Observe

Costumer’s Journeybefore the intervention

+

-6.30 amQueue

+

-6.30 amQueue

Check-inQueue

+

-6.30 amQueue

Check-inQueue

Wait forfolders

+

-6.30 amQueue

Check-inQueue

Wait forfolders

Navigateyour way

+

-6.30 amQueue

Check-inQueue

Wait forfolders

Navigateyour way

+

-6.30 amQueue

Check-inQueue

Wait forfolders

Navigateyour way

Wait tobe seen

+

-6.30 amQueue

Check-inQueue

Wait forfolders

Navigateyour way

Wait tobe seen

NurseVisit

+

-6.30 amQueue

Check-inQueue

Wait forfolders

Navigateyour way

Wait tobe seen

NurseVisit

Leave

CO-CREATING

Multidisciplinary Team

Role-play

Costumer’s Journeyafter the intervention

+

-6.30 amQueue

+

-6.30 amQueue

Check-inQueue

Wait forfolders

Navigateyour way

+

-6.30 amQueue

Check-inQueue

Wait forfolders

Navigateyour way

+

-6.30 amQueue

Check-inQueue

Wait forfolders

Navigateyour way

Wait tobe seen

+

-6.30 amQueue

Check-inQueue

Wait forfolders

Navigateyour way

Wait tobe seen

Nursevisit

+

-Leave6.30 am

QueueCheck-in

QueueWait forfolders

Navigateyour way

Wait tobe seen

Nursevisit

+

-

Improving experience

Leave6.30 amQueue

Check-inQueue

Wait forfolders

Navigateyour way

Wait tobe seen

Nursevisit

Making progress possible. Together.

THANK YOU