Measuring the emotional well-being of patients as they move through a hospital ward.
Experience research piece
How might we measure the emotional well-being of patients as they move through the cardiac ward of a private hospital?
This client came to Tigerspike with a challenge, and nothing else. They wanted a way to measure the emotions of patients, in real-time, as they moved through different stages of the cardiac ward during a surgical visit. The real-time aspect was important, as they wanted to allow for intervention if possible.
The high-level purpose for this project was to better understand the correlation between patient experience and readmission rates.
This was an 8 week research piece to discover and understand the hospital landscape and the people within, design a solution, and test the solution with real patients. I led the experience definition, while a brilliant colleague of mine Edwina McGregor was Senior UX on the project and created the visuals and wire-frames below. We worked closely and I was heavily involved with the research, however my role focused on mentoring over being on the tools.
Below is a little insight into the process for this project.
Below is an insight into the process for this project.
We spoke to as many doctors, nurses, patients, family members, administration staff and anyone else we could to uncover as much information as possible.
We spent time in hospitals observing the movement of patients from parking their car, on the surgery table, and through to checking out.
4 key personas were created from the knowledge we gained in the discovery phase of the project.
Ideation and sketching
There were many moving pieces in this project, rapid ideation sketching was a integral part of tying everything together.
Simple user flows were super important to allow patients, nurses and family to complete tasks quickly.
Wireframes and prototypes
As always, wireframes and prototypes proved to be the quickest way to test concepts with users. The prototypes were mostly based on iPad Pro.
The user testing for this project was completed within the hospital setting, the participants were patients, nurse and family. The knowledge we gained was critical, the designs changed quickly.
Service design / patient experience
One of the challenges of this project was the concept of educating users and interweaving a new system into a hospital. We only scratched the surface of this aspect of the piece, however the concepts were crucial for the success of the eventual rollout.
We presented the client with a roadmap of how to move forward with a live product. It consisted of native iPad app, a responsive web app, and an apple watch app.
”If people can express how they are feeling without verbalizing, that would be really useful.Cardiac patient family memberPrivate hospital
The patient journey below shows the typical emotions felt by patients as they move through a cardiac ward.
Click the image for a larger view.
The patient experience
The family member experience
The nurse experience
The head nurse
The data outputs
”It would be easier to communicate through the app, rather than talking.Cardiac patientPrivate hospital
A few more bits and pieces.
These visuals were created by a colleague, Edwina McGregor.