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Design for service
- 1. Designing for Service Designing for Service ’08 | Shelley Evenson Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University
- 2. Process Experience Flow People Flow Material Flow Data Flow Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University
- 3. Hunt statement To structure existing primary care systems in a new way to give patients a more complete health care support system. Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University
- 4. Patient Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University
- 5. People People Friends Spouse Events Inquery Reservation Check Parents Primary care Patient Physician Experience Notification Case archives Reference Co-patient Feedback Visitors Advice Events Consultation Document Events Coordination Asistant Insurance Nurse agents Specialists Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University
- 6. Place Garage Parking Primary Home Computer Lounge area Internet People doctor’s Medicine storage place People Waiting room office Phone SSN card Information kiosk Friends Spouse Examination rooms Medicinal Events Reception desk Insurance Inquery Staff’s office card Reservation Bathroom Check Parents Primary care Patient Physician Experience Notification Case archives Reference Co-patient Feedback Visitors Advice Events Consultation Document Events Coordination Asistant Parking Parking Waiting room Insurance Reception desk Nurse Staff’s office agents Checkstand Specialists Sickroom Hospital Drug Store Lounge area Examination rooms Pharmacy Parking Waiting Lounge Reception room area desk Information Examination kiosk rooms Staff’s office Specialists office Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University
- 7. Culture Factors Diagnosis Gender Factors Age Physical Check-up language Prescription Culture Background Case History Education Case Materials Religion Diagnosis records Emotional care Medical devices Facilities Behavior patterns Ethnicity Place Paperwork Communities Garage Technology Parking Primary Home Computer Lounge area Factors Internet People doctor’s Medicine storage place People Waiting room office Examination Devices Phone SSN card Information kiosk Portable medical Devices Friends Spouse Examination rooms Communication Devices Medicinal Events Reception desk Insurance Databases Inquery Staff’s office card Science and Research Reservation Bathroom Check Society Factors Parents Primary care Medicinal Insurance system Patient Physician Managed Care plans Experience Health Maintenance Notification Organization (HMO) Case archives Reference Co-patient Feedback Visitors Advice Events Consultation Document Events Coordination Asistant Parking Parking Waiting room Management Reception desk Nurse Insurance agents Staff’s office Factors Checkstand Specialists Sickroom Hospital Brand Strategies Drug Store Lounge area Medical System Promotion Examination rooms Reeducation Pharmacy Parking Waiting Recertification Exam Lounge Reception room desk Medical Billing area Information Examination kiosk rooms Staff’s office Specialists office Economic Factors Finational Plan Budget Political Factors Non-Profit Organizations National medicinal policy Funds Local government policy Public health policy Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University
- 8. Culture Factors Diagnosis Gender Factors Age Physical Check-up language Prescription Culture Background Case History Education Case Materials Religion Diagnosis records Emotional care Medical devices Facilities Behavior patterns Ethnicity Place Paperwork Communities Garage Technology Parking Primary Home Computer Lounge area Factors Internet People doctor’s Medicine storage place People Waiting room office Examination Devices Phone SSN card Information kiosk Portable medical Devices Friends Spouse Examination rooms Communication Devices Medicinal Events Reception desk Insurance Databases Inquery Staff’s office card Science and Research Reservation Bathroom Check Society Factors Parents Primary care Medicinal Insurance system Patient Physician Managed Care plans Experience Health Maintenance Notification Organization (HMO) Case archives Reference Co-patient Feedback Visitors Advice Events Consultation Document Events Coordination Asistant Parking Parking Waiting room Management Reception desk Nurse Insurance agents Staff’s office Factors Checkstand Specialists Sickroom Hospital Brand Strategies Drug Store Lounge area Medical System Promotion Examination rooms Reeducation Pharmacy Parking Waiting Recertification Exam Lounge Reception room desk Medical Billing area Information Examination kiosk rooms Staff’s office Specialists office Economic Factors Finational Plan Budget Political Factors Non-Profit Organizations National medicinal policy Funds Local government policy Public health policy Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University
- 9. Culture Factors Diagnosis Gender Factors Age Physical Check-up language Prescription Culture Background Case History Education Case Materials Religion Diagnosis records Emotional care Medical devices Facilities Behavior patterns Ethnicity Place Paperwork Communities Scheduling Garage Technology Parking Primary Home Computer Lounge area Factors Internet People doctor’s Medicine storage place People Waiting room office Examination Devices Phone SSN card Information kiosk Portable medical Devices Friends Spouse Examination rooms Communication Devices Medicinal Events Reception desk Insurance Databases Inquery Staff’s office card Science and Research Reservation Bathroom Check Society Factors Parents Primary care Medicinal Insurance system Patient Physician Managed Care plans Experience Health Maintenance Notification Organization (HMO) Case archives Reference Co-patient Feedback Visitors Advice Events Consultation Document Events Transportation Coordination Asistant Parking Parking Waiting room Management Reception desk Nurse Insurance agents Staff’s office Factors Checkstand Specialists Sickroom Hospital Brand Strategies Drug Store Lounge area Medical System Promotion Examination rooms Reeducation Pharmacy Parking Waiting Recertification Exam Lounge Reception room Time desk Medical Billing area Information Examination kiosk rooms Staff’s office Specialists office Economic Factors Finational Plan Budget Political Factors Non-Profit Organizations National medicinal policy Funds Local government policy Public health policy Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University
- 10. Research Plan Shadowing Interview Think Aloud Survey Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University
- 11. Thank you. Any questions? Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University