Redesigning the patient experience
During my time at Fjord Atlanta, I worked with a Healthcare company with several hospitals, medical offices, and urgent cares in the Northeast to identify the future of healthcare. The client had not typically taken a patient-first or human-first approach to designing products and services and hired our team to help identify innovative areas and where the industry was heading.
My role: I worked as a service and interaction design on this project
Other roles: Project Lead, service and interaction designer, and two visual designers. We also worked closely with leaders who managed the client engagement.
What we did
In-person client meetings to work with our client team to understand the current landscape and their market
After working with a recruiter, we conducted research in the field to identify participants that fit the sample generated by our team and the client. We then met with the patients in their homes and drove to their doctors' appointments to assess their state of mind and other behavioral instances.
Shadowing through visiting urgent cares unannounced and completing visits to experience first-hand what the experience entailed
Internal focus groups with several departments to discuss findings and identify further potential opportunity areas according to employee experts outside of the client team
Design and Prototype
Created storyboards and wireframes for a potential end to end experiences
Designed activities and facilitated in-person workshops at the client site to review and adjust concepts, including customers for co-creation
The team decided a video would be best to showcase this future vision for healthcare, this medium would be easy to share throughout the large organization
We scripted the video according to the storyboard and screens created through ideation informed by our research.
The video above is white-labeled to conceal the client's information.