Guest Waiting Room Experience: Service Design Research, Analysis, and Solution Finding

8/13/2019 Guest Waiting Room Experience: Service Design Research, Analysis, and Solution Finding

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Guest Waiting Room Experience

Research, Analysis, and Solution Finding

Presented by students from Herron School of Art + Design.

IU Healths


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Research+ AnalysisOverview


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Gathering + Documenting Research

Secondary Research

+ What aspects/elements create a positive

waiting room environment

+ The psychology of waiting and stress

+ Process work and solutions from architecture

firms, interior design firms, service design firms

Primary Research

+ Interviews

+ Multiple visits to Methodist Hospitals surgical

waiting room


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Analysis + Overarching Problems

+ After visiting Methodist Hospital we identified

pain points which we put into two overarching

problems: Information deliveryand environment.

+ Most current waiting rooms at IU Health are

adequate and meet the basic needs of those who

interact with services and environments, however,

they do not meet the highest quality standards

that IU strives to provide.


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Service Mappart 1

8:00 AM 8:15 AM 8:30 AM 8:45 AM 9:30 AM 9:45 AM 10:15 AM 10:30AM 10:45 AM 11:00AM 11:15 AM 11:30 AM9:00 AM 9:15 AMTime

Path of the Surgical Patient

RN updates chart + tracking system

Hospital Staff in contact with family

Path of the Waiting Family

CHECK IN ASSESSMENT SURGERY

PVN RN Surgeon Anesthesiologist

Surgery can last from

30 minutes to over 6 hours

The patient is brought back alone to

get prepared for surgery; then the

family is brought back to wait

SURGERY AT IU HEALTHWhos Where, and When?

PLACE


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Service Mappart 2

10:45AM 11:00 AM 11:15 AM 11:30 AM 11:45 AM 12:15 PM12:00 PM 12:45 PM12:30 PM 1:00 PM 1:15 PM 1:30 PM 1:45 PM 2:00 PM

PACU I PACU I I

TOTAL WAIT:4.25 HR

can last from

tes to over 6 hours

Initial recovery lasts 90 minutes;

the family is not usually permitted

to see their loved one

The family is brought back to see

their loved one as soon as he/she

is situated in a roomTOTAL TIME:

5.00 HR

UPDATES:

3 TOTAL

Families are often waiting for

a much longer amount of time

than anticipated

Families waiting much longer

might still only receive three updates


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How might we create aclearly communicative,

highly functional,andconsidered experience

that isfocused around the needs of peoplewho

visit IU Health waiting rooms, while keeping in

mind our key words;dignity, respect, empathy,

and simplicity?


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ImmediateSolutionsLittle time, cost and labor to implement


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Environment - Rearrange furniture tocreate privacy.

SODA

VENDING

COFFEE

VENDING

TrackingB

oard

Original Floor plan


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Environment - Rearrange furniture tocreate privacy.

SODA

VENDING

COFFEE

VENDING

TrackingB

oard

Updated Floor plan


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Environment - Create privacy byseating organization and partitions.

Short partitionsensure safety

Naturalmaterials


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Environment - Create an ambiance thatis relaxing. Bright, hidden lighting

Soothingcolor

palettes

relaxing background sounds

Wood panelling


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Information Delivery - Empower waiting lovedones to know their surroundings, be informed,and stay entertained.

Map of Hospital Tips for

Stress

Hospital

FAQPlace to write

down qestions

Coloring Books

and Crayons

behind desk

Folder


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Information Delivery - Show thosewho are waiting respect.

+

PVRs (Patient VisitorRepresentative) weara uniform and standto greet people.


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Information Delivery - Tools to helpcaretakers know families by name and face.

DOE,JA

NE

Patient

Chart

JOHNH

usband

Redh

air,

blackjacket,

khakipan

ts

Short description offamily members onpatient chart.

With the help of afamily description,a designated staffmember walks around

to families every halfhour check on them.


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Long Term

SolutionsMore time, cost and labor to implement


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Environment - Make those who wait ascomfortable as possible.

Water-bottlefilter station

Fun TVfor all

Availablepillows,blankets


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Environment - Give people more optionsand allow for customization.

Adjustable Paneling

Adjustable pillowsand arm wrests

Touch Screenentertainment

connected to chair


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Environment - Give people more optionsand allow for customization.


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Information Delivery - Create the mostaccurate patient tracking system with

no lag time.

DOE, JANE

Updates tracking systemimmediately eliminates

confusion around RN

updating charts Tracking Stickeron wristband or

hospital bed

Tracking Stickerpasses over sensorin doorway


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Information Delivery - Make patientinformation available on multiple platforms.

12:12

Askaques

tion

12:12

Askaquestion

PatientTracking

Time HospitalMapGames Support

12:12

Ask a question

Patient Tracking

Ti me Hospital Map Games Support

TextMessageUpdate


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Information Delivery - Simplify patientupdate information and ensure that a

patient is not just a number

ArrivedPre-OpIn

inassessment

ORIn

in surgery

Phase1

checkwith

receptionist

Phase2

discharged

Phase3

checkwith

receptionist

IN-PATIENT

ArrivedPre-OpIn

inassessment

ORIn

in surgery

Phase1

initial

recovery

Phase2

secondary

recovery

Phase3

extended

stay

OUT-PATIENT

MethodistHospital

Welcometo

Asyourlovedoneunder

goessurgery,

weunderstandhowimpo

rtantitisto

knowwhereandhowthe

yare.

Thiscardandthecolormonitorinthe

waitingroomwillhelpyo

ufollowhim

orherthroughthesurgi

calprocess.

Narrative Format

Space towrite patientsymbol orcode name


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Long Term

SolutionsHow our solutions reflect our goals


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Empathy, Dignity, Respect, and Simplicity

EmpathyThese solutions show guests that you understand and consider

their needs as your first priority.

Dignity

These solutions empower guests with options. They can havesome amount of control over their environment.

Respect

These solutions aim to go above and beyond guest expectations.

Simplicity

The waiting rooms at IU Health should make them wonder why

other waiting rooms dont have these same easy features.


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Thank

You

Documents

Guest Waiting Room Experience: Service Design Research, Analysis, and Solution Finding