designing impactful experiences, accessible to all
re-thinking the check in experience at lurie children's hospital in chicago, il
how might we create a check in experience that provokes safety AND efficiency WHILE empowerING service providers?
1. Pre-Check In App
We created an app that allows parents to quickly and easily check in for their doctors appointments in advance, enabling them to bypass the long line when they arrive.
2. Patient Passport
We created a patient passport to passively inform the families of services available to them during their stay, providing them with resources they need before they know that they need it.
We designed new uniforms for the concierges to more effectively
communicate their value and capabilities to patients visiting the hospital.
From speaking with families who regularly visit the Childrens Hospital and Concierge staff members who are in charge of checking in and assisting families during their stay, we identified 3 main sore spots in their experiences:
1. Time Drainers that are not enjoyable and tedious for concierges to perform such as attaching clips to badges when families check in. Additionally, parents are stressed and rushed when they arrive to the hospital, and waiting in line is a long time sinker which makes them late for their appointments.
2. Environmental and Safety Concerns that patients feel communicating their personal information to concierges at check in, because they often need to shout
3. Hidden Powers that concierge staff members possess, allowing them to help patients and families during their stay: but aren't visible to families.
By prototyping and testing ideas with users, we were able to narrow in on our final solution to generate maximum impact.
A "treasure chest" of tools to help empower concierges to give out care items to families
What will best connect families to these services? How can we meet their needs before they need to ask?
Concierges want to make families stays as pain free as possible and have tools that most families aren't aware of.
A desk with interchangeable "windows" to interact with families through.
What conveys openness and security? What makes concierges working feel safe and respected?
Concierges feel that they are too exposed in case of emergencies and patients feel that their information isn't private
"I have to shout my personal information, everyone can hear"
Sketches of new uniforms for concierges.
What makes them feel respected? Empowered? What conveys to patients everything they are capable of?
Concierges feel disrespected by families and uncomfortable in their current uniforms.
"It doesn't represent what I do"
bs mechanical/electrical engineering