EXPERIENCE DESIGN TO IMPROVE PATIENT EXPERIENCE IN AN ORTHOPEDIC HOSPITAL
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
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.