Stage 1: Territory Map

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Stage 1: Territory Map

  1. 1. Designing for Service Designing for Service ’08 | Shelley Evenson Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University
  2. 2. Process Experience Flow People Flow Material Flow Data Flow Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University
  3. 3. Hunt statement To structure existing primary care systems in a new way to give patients a more complete health care support system. Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University
  4. 4. Patient Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University
  5. 5. People People Friends Spouse Events Inquery Reservation Check Parents Primary care Patient Physician Experience Notification Case archives Reference Co-patient Feedback Visitors Advice Events Consultation Document Events Coordination Asistant Insurance Nurse agents Specialists Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University
  6. 6. Place Garage Parking Primary Home Computer Lounge area Internet People doctor’s Medicine storage place People Waiting room office Phone SSN card Information kiosk Friends Spouse Examination rooms Medicinal Events Reception desk Insurance Inquery Staff’s office card Reservation Bathroom Check Parents Primary care Patient Physician Experience Notification Case archives Reference Co-patient Feedback Visitors Advice Events Consultation Document Events Coordination Asistant Parking Parking Waiting room Insurance Reception desk Nurse Staff’s office agents Checkstand Specialists Sickroom Hospital Drug Store Lounge area Examination rooms Pharmacy Parking Waiting Lounge Reception room area desk Information Examination kiosk rooms Staff’s office Specialists office Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University
  7. 7. Culture Factors Diagnosis Gender Factors Age Physical Check-up language Prescription Culture Background Case History Education Case Materials Religion Diagnosis records Emotional care Medical devices Behavior patterns Facilities Ethnicity Place Paperwork Communities Technology Garage Home Computer Parking Lounge area Primary Factors Internet People doctor’s Medicine storage place People Waiting room office Examination Devices Portable medical Devices Phone SSN card Information kiosk Friends Communication Devices Spouse Examination rooms Medicinal Events Databases Insurance Reception desk Inquery Science and Research card Staff’s office Reservation Bathroom Society Factors Check Medicinal Insurance system Parents Primary care Managed Care plans Patient Physician Health Maintenance Organization (HMO) Experience Notification Case archives Reference Co-patient Feedback Visitors Advice Events Consultation Document Events Coordination Asistant Management Parking Parking Waiting room Factors Insurance Brand Strategies Reception desk Nurse Staff’s office agents Medical System Checkstand Specialists Sickroom Hospital Promotion Drug Store Lounge area Reeducation Examination rooms Recertification Exam Pharmacy Medical Billing Parking Waiting Lounge Reception room area desk Information Examination kiosk rooms Staff’s office Specialists Economic office Factors Political Factors National medicinal policy Finational Plan Local government policy Budget Non-Profit Organizations Public health policy Funds Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University
  8. 8. Culture Factors Diagnosis Gender Factors Age Physical Check-up language Prescription Culture Background Case History Education Case Materials Religion Diagnosis records Emotional care Medical devices Behavior patterns Facilities Ethnicity Place Paperwork Communities Technology Garage Home Computer Parking Lounge area Primary Factors Internet People doctor’s Medicine storage place People Waiting room office Examination Devices Portable medical Devices Phone SSN card Information kiosk Friends Communication Devices Spouse Examination rooms Medicinal Events Databases Insurance Reception desk Inquery Science and Research card Staff’s office Reservation Bathroom Society Factors Check Medicinal Insurance system Parents Primary care Managed Care plans Patient Physician Health Maintenance Organization (HMO) Experience Notification Case archives Reference Co-patient Feedback Visitors Advice Events Consultation Document Events Coordination Asistant Management Parking Parking Waiting room Factors Insurance Brand Strategies Reception desk Nurse Staff’s office agents Medical System Checkstand Specialists Sickroom Hospital Promotion Drug Store Lounge area Reeducation Examination rooms Recertification Exam Pharmacy Medical Billing Parking Waiting Lounge Reception room area desk Information Examination kiosk rooms Staff’s office Specialists Economic office Factors Political Factors National medicinal policy Finational Plan Local government policy Budget Non-Profit Organizations Public health policy Funds Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University
  9. 9. Culture Factors Diagnosis Gender Factors Age Physical Check-up language Prescription Culture Background Case History Education Case Materials Religion Diagnosis records Emotional care Medical devices Behavior patterns Facilities Ethnicity Place Paperwork Communities Scheduling Technology Garage Home Computer Parking Lounge area Primary Factors Internet People doctor’s Medicine storage place People Waiting room office Examination Devices Portable medical Devices Phone SSN card Information kiosk Friends Communication Devices Spouse Examination rooms Medicinal Events Databases Insurance Reception desk Inquery Science and Research card Staff’s office Reservation Bathroom Society Factors Check Medicinal Insurance system Parents Primary care Managed Care plans Patient Physician Health Maintenance Organization (HMO) Experience Notification Case archives Reference Co-patient Feedback Visitors Advice Events Consultation Document Events Transportation Coordination Asistant Management Parking Parking Waiting room Factors Insurance Brand Strategies Reception desk Nurse Staff’s office agents Medical System Checkstand Specialists Sickroom Hospital Promotion Drug Store Lounge area Reeducation Examination rooms Recertification Exam Pharmacy Medical Billing Parking Waiting Lounge Reception room area desk Information kiosk Time Examination rooms Staff’s office Specialists Economic office Factors Political Factors National medicinal policy Finational Plan Local government policy Budget Non-Profit Organizations Public health policy Funds Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University
  10. 10. Thank you. Any questions? Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University

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