Improving Emory Healthcare
Service
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Role: Individual Project - Service Designer, UX Designer & Researcher
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Date: Sep, 22- Nov, 2022
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Value exchange chart
The project uses value exchange chart, user journey map, stakeholders map, and service blueprint to find the pain points in the user's experiences, finally improve the process of making appointment and check-in.
Problem Statement
A good healthcare service should not only ensure to complete the service but also be responsible for a smooth and efficient process. Patient’s experiences as an essential element for healthcare value co-creation, and thus smooth and efficient healthcare service process based on interactions between patients and providers in encounters or touchpoints are important. Right now, the patient experiences at the Emory healthcare system are not as good as expected.
Process
Research Process
This chart is showing the ecosystem of the healthcare service, it presents all the stakeholders in the service.
Goal
Improve the efficiency in the process of making appointment and check-in
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Journey Map
This is a journey map that researcher did before the research process to show empathy before constructing the real research
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Raw Data from Contextual Interview
This is the raw data from the contextual interview I conducted
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Future State Blueprinting
Here is the future state blueprinting after all the research conducted. Based on the capability, I introduced digital checklist, the website plug-in assistant and check-in machine into the system, and suggested to provide the training for the staffs at the healthcare system.
