Our team started by identifying all the stakeholders in the healthcare system. We then interviewed five stakeholders about their experiences at UHS. Immediately after the interview, we conducted an interpretation session where we created flow models to understand the interaction, communication, roles, and responsibilities of different entities, sequence model to represent the process the user go through to accomplish a task and associated breakdowns, and cultural model to represent the values and influences in the healthcare system.
In order to see the big picture and uncover potential issues, we built an affinity diagram from notes taken during the interviews. The diagram is shown below.
Using our models from the interpretation sessions, we consolidated our flow and cultural models and created a service blueprint.
Using the affinity diagram and the different models, our team “walked” the wall where we put the diagrams up on the wall and each silently study the data and came up with hot design ideas, key issues, and questions.
We then had a visioning session where we generated six visions based on the data, key issues, and hot ideas. The visions are shown below.
Based on the visions, we created storyboards and speed dated the storyboards with stakeholders of the healthcare system. Using the results from speed dating, we created a report for University Health Services as to suggestions on what should be done.
Team: Stefan Dasbach, Weikun Liang, Hannah Salinas, Yibing Zheng
Class: User Centered Research and Evaluation
Duration: 2 months