service design for healthcare innovation
TRANSCRIPT
IKHWEZI CLINICin Nomzamo
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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
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-6.30 amQueue
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-6.30 amQueue
Check-inQueue
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-6.30 amQueue
Check-inQueue
Wait forfolders
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-6.30 amQueue
Check-inQueue
Wait forfolders
Navigateyour way
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-6.30 amQueue
Check-inQueue
Wait forfolders
Navigateyour way
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-6.30 amQueue
Check-inQueue
Wait forfolders
Navigateyour way
Wait tobe seen
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-6.30 amQueue
Check-inQueue
Wait forfolders
Navigateyour way
Wait tobe seen
NurseVisit
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-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
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-6.30 amQueue
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-6.30 amQueue
Check-inQueue
Wait forfolders
Navigateyour way
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-6.30 amQueue
Check-inQueue
Wait forfolders
Navigateyour way
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-6.30 amQueue
Check-inQueue
Wait forfolders
Navigateyour way
Wait tobe seen
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-6.30 amQueue
Check-inQueue
Wait forfolders
Navigateyour way
Wait tobe seen
Nursevisit
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-Leave6.30 am
QueueCheck-in
QueueWait forfolders
Navigateyour way
Wait tobe seen
Nursevisit
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Improving experience
Leave6.30 amQueue
Check-inQueue
Wait forfolders
Navigateyour way
Wait tobe seen
Nursevisit
Making progress possible. Together.
THANK YOU