Tag Archive | customer journey map

Customer experience and healthcare

From time to time you hear people understanding service design as something very strategic or too complicated to be applied for a development project. Purpose of this blog post is to show, applying service design can be practical and especially in healthcare sector, highly recommendable. Last week we organized an ideation workshop in a public hospital in Helsinki Finland in order to improve customer experience during the first 24 hours patients check in. Workshop covered 10 departments and over 50 participants representing hospital employees from nurses and physiotherapists to doctors.

Understand the reality and define the problem you´re solving.

Participants started by getting absorbed in the patient´s experiences collected by student observations. What did the patients feel, think, do, see and hear? Shared emotional understanding of the customer´s experience worked as a starting point for the workshop. In the next phase participants filled an emotional customer experience map, that is a process for discovering, how your customers feel as they experience the service through service touch points. With the help of the emotional customer journey, participants identified the pain points of the service. By identifying the pain points, participants were able to understand the reality and define the problem participants continued to work with.

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From ideation to potential solutions

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Are you a Designer?

I am a designer!

How many of you consider yourself as a designer? This was one of the first questions we were asked in our service design workshop at Lahti University of Applied Sciences on October 9th 2012.

Probably you can guess the answer, roughly half of the participants raised their hands. Then it was time to wake people a bit. We were asked to draw twenty different pictures, and for every picture there was 5 seconds time for drawing. After the exercise Bas Leurs, one of our teachers from Rotterdam University of Applied Sciences announced: Now you all are designers! Yes, he is correct, everyone is a designer.

Why and when do we design?

One student expressed well the reason for design: “We must design because we are not perfect”. Continue reading