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Service Design and Psychological Support in Healthcare
- 1. Designing a New Service for Psychological Support of Healthcare Staff Andrea Monson IFTMBA34 Tutor: Naiara Altuna Company: Psique e saรบde
- 2. Agenda 1 Introduction 2 Methodology 3 Case a) Discover b) Define c) Ideation d) Next steps 4 Conclusion
- 4. The Company The Objective Create New Service ยฐ Meaningful ยฐ Strategic
- 5. Methodology
- 6. What Is Service Design? Image by Polidesign
- 8. Principles By Stickdorn 1- User centered 3- Co-creative 2- Sequenced 4-Evidencing 5- Holistic
- 10. Discover 80% of nurses high stressโ Sweden Physicians drink more, use more drugs 80% of Brazilian doctors stressed 40% of deaths - suicide High emotional alterations Physician Nurse Nurse technician Physiotherapist Manager Social Worker 1 2
- 11. Touchpoints Awareness First appointment During appointment Between appointments Leave Phone Location Face to face Website Business Cards Publications Define
- 12. Experience Map Awareness First appointment During appointment Between appointments Leave Talk to trust circle Call professional Go to location Make next appointment Donยดt come back Iยดd go only if I harm someone Place Price Schedule I want to participate Iยดd like someone monitoring the team I didnยดt want to come forever Unhappy Stress 8 Afraid Work & family time I need a safe place to feel good Feel lonely Like support group Feel disturbed
- 13. Ideation Awareness First appointment During appointments Between appointments Leave Welcome brochure Coaching Make appointment Go to the office โsafe placeโ Engage community and unburden Receive certificate and orientations Awareness Coaching Engagement Touchpoint Location Schedule Pleasant place inside hospital Co creation Touchpoint Support group Unburden Pride sense Physical evidence Good bye
- 14. Cost structure Revenue streams Key resources Key activitiesKey partners Value proposition Customer relationships Customer segments Channels Ideation Healthcare providers ProvidersยดHR Vending Machine Printing factory Psychological support Psychologists Physical space Coaching Wellbeing Less Stress Support Community Co โ participation Welcome reception โSafe placeโ Staff of healthcare providers Room rental Room maintainance Brochure printing Vending machines Coaching services
- 15. Next Steps Discuss with stakeholders Revise proposals Prototype Revise solutions Implement
- 16. Conclusion Healthcare Staff Needs Help Service Design is useful Company approved methodology
- 17. THANK YOU! Credits Google Images Flickr Mats Torbergsen Cuba Gallery Video by Yosef Shuman (edited) Andrea Monson andrea.monson@mip.polimi.it Company: Psique e Saรบde
Editor's Notes
- Meaningful for healthcare staff
- The books that guided me
- Video that explains shortly the concept
- Once we have seen the video, Highlight some principles by Stickdorn , I took in consideration on my work
- Scientific researches. 20 people diverse backgrounds
- Awareness. Time for family. Hole between appointments.
- Service proposal. Principles are inside.
- Company was surprised in a good way about the methodology, intend to go forward.