Service
Design
Designing a patient care experience across primary care and specialties for a hospital care system

Brief
A large hospital system desired to transform its current patient experience across all the different types of care they provide to their patients as they hired a new chief transformation officer.
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Goal
Understand the current patient experience and gather specific insights/healthcare opportunities to holistically transform the patient experience across all the touch points and types of care a patient may receive.
My Role:
Lead Service Designer & Researcher
Methods: ​
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Secondary research on patient experience
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Collaborative workshops with clients
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Market Scan of hospital competitors
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Concept Testing with patients
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Figma Prototyping
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Service blueprint creation
Tools:
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Figma
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Miro
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Slides
The Outcome
We created 4 patient experience service blueprints, a portfolio of 20+ patient experience opportunities and interventions, and clear business casing of how the opportunities will benefit the hospital system.
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Market Scan + Current Patient Experience
We conducted a full scale market analysis of the competing hospital systems in the area and understanding any pain points in the current patient experience for the hospital system leveraging existing research and patient testimonials.
We considered how patients discover care offerings, how they receive care, and health equity challenges. We organized these pain points across a customer journey to share with the client as well as begin ideation for patient opportunities.


Opportunity Portfolio
Based on our research with patients, the market scan, and research on healthcare industry as a whole, we created a portfolio of patient experience opportunities. We worked with the client to prioritize these opportunities and further develop the chosen opportunities into future state visions. The chosen opportunities were based on impact to the region within which the client was located, greatest patient need, and benefits to the hospital systems. ​
Students High-Fiving

Evaluative Research
After deciding upon our prioritized opportunities, we ideated what potential solutions could look like for each opportunity. We developed illustrative concepts and tested them with patients for feedback on how to build better services for the given opportunity. ​
Students High-Fiving


Service Blueprints + Website flow
We tied all of learnings and insights together into 3 patient experience service blueprints and 1 website flow for the 4 prioritized opportunities, depicting what a future state experience for patients could look like.
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The Service blueprint includes
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Key patient moments
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Potential paths a patient may take
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Client moments
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Experience considerations
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Operational Considerations
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Technological Considerations
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Efforts that relate to the moments within the opportunities
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*quality is intentionally lower to protect client confidentiality



