Service Design Project using Design Thinking
Helping Sankara Eye Hospital(SEH) improve their patient experience. Read more details at Design Thinking in Eye Care
Objective of this activity
This was a voluntary effort as a part of CSR activity when I was with SAP Labs. We had to understand the problems faced by SEH as an organisation and solve them with realistic solution by the method of co-participation with SEH employees. Also we had to introduce SEH participants to Design Thinking
My Contribution and learning
- Design Thinking Expert responsible for the outcome of 1 of the 3 teams.
- Experienced usage of Design Thinking for improving a service space
- Used frugal imagination to create a creative space within the SEH premise
- Spread awareness about Design Thinking in Seervice space
Brief Overview
Initial Problem Space
How might we design an efficient end-to-end experience for our out-patients and hospital staff that reduces waiting time, delay and frustration to create out-patients’ delight (becoming SEH marketing ambassadors) and higher level of motivation (attitudinal shift) for the hospital staff?
Approach
It went through a typical Design Thinking Approach of first identifying a “Problem Space” and then finding the most relevant “Solution Space”.
During the “Define” (synthesis) phase we used Journey Map as the main framework. The insights from the “Observe” (research) phase were pegged to the different stages of the Journey Map. This helped the team come-up with more holistic solutions.
Outcome
The Key Insights, which guided us to frame appropriate solutions broadly directed towards 3 themes — Management, Patients, Doctors
The outcome was a presentation made to the SEH management team with a set of probable solutions like…
- Policy, organization & process modification for helping all stakeholders
- Implementation of new technology solutions to bring efficiency
- New models which could make SEH a market/industry leader
