Knowledge Base Repository
In addition to research papers, the Design Society is developing several valuable resources for those interested in the study of design. These include a repository of PhD theses, a library of case studies and transcripts of design activities, and an archive of our newsletters. Please note that these resources are accessible exclusively to Design Society members.
EXPERIENCE DESIGN TO IMPROVE PATIENT EXPERIENCE IN AN ORTHOPEDIC HOSPITAL
Lim, Myung Joon; Lee, Jin Won; Song, Min Sun; Lee, Cheol Jin; Jung, Soo Youn; Kim, Sung Eun; Kim, Young Kyun; Kim, Ji Hee; Koo, Hye Ryon; Kim, Yong Se
Type:
Year:
2016
Editor:
Umeda, Y.; Nomaguchi, Y.; Koga, T.; Kishita, Y.
Author:
Lim, Myung Joon; Lee, Jin Won; Song, Min Sun; Lee, Cheol Jin; Jung, Soo Youn; Kim, Sung Eun; Kim, Young Kyun; Kim, Ji Hee; Koo, Hye Ryon; Kim, Yong Se
Institution:
Sungkyunkwan University, Korea
Section:
Product-Service Systems Design
Page(s):
084-090
Abstract:
The focus of service design is moving toward emphasizing customer satisfaction and taking care of user’s experience in deep. The purpose of this paper is to improve patient experience in an orthopedic hospital. We used service design methodologies to design better patient experiences. First we collected pain points from patients and workers in the hospital. Patients complained of long waiting time, and unpleasant experience during rehabilitation therapy session. The worker has operational issues for improving patients’ process. Three experience design prototypes were proposed based on the service design methods. To motivate patients with rehabilitation therapy session, the Healing wall and the Rehabilitation diary were presented. Also, we introduced new payment methods to reduce waiting time for new patients in the orthopedic.
Keywords:
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