Tag Archive | Healthcare

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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Healthcare Innovation and Entrepreneurship

Sustainable healthy life is basic human necessity. We all want to live healthy, stay health and to be healthy.

Healthcare is one of the aspects that can help us achieve the healthy living we look for as civilized modern citizens. We all imagine a healthcare system that is accessible, affordable, efficient with less human errors, less medication errors, better treatment / diagnostic methods and better ways of personalizing the whole healthcare experience for us as individuals.

That been said, the reality differ from the expectations! The healthcare systems today has many challenges that may seem paralyzing and very hard to overcome, but from an innovators point of view we need to see the elephant in the room, we need to see the opportunity for innovation in healthcare from the lens of these challenges, as always, the bigger the challenge, the bigger the return will be!

The Healthcare Innovation and Entrepreneurship Massive Online Open Course (MOOC) aim to assist individuals and/or small teams in the identification, development, and promotion of products, processes, and procedures that address the healthcare system needs, by providing a framework for innovation and entrepreneurship in healthcare.

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