The current ambulance industry is being disrupted by emerging competitors from the private sector, due to financial cuts in public healthcare. Patients are also affected by a declining medical experience that is more expensive and not easily available. This talk will share a UX design case study that sought out to improve the door to door patient transportation experience, while also bringing more value to an outdated ambulance network. https://uxdhealthcare.com/schedule-london/ Eléonore Roux de Lusignan | UX Designer & Magdalena Rydiger | User Experience & Service Designer

1. How can digital
automation enhance the
entire patient ambulance
journey ?

4. We helped patients and
paramedics to streamline
their medical journey

7. The ambulance industry in France
PART ONE

8. SINCE THE 1ST OF OCTOBER 2018
No longer
provided by the
public health
insurance...

9. SINCE THE 1ST OF OCTOBER 2018
but by hospitals
and clinics

10. The choice of private ambulances,
so far reserved for patients...

11. The choice of private ambulances,
so far reserved for patients -
right now is transferred to the health facilities.

12. >
HOSPITAL FOCUS
larger companies smaller companies

15. This disorder makes a perfect place for new
competitors from the private sector to join the game.

16. The complexity
of the healthcare industry
PART TWO

18. AMBULANCE COMPANY

19. AMBULANCE COMPANY
SEVERAL ISSUES ACROSS
THE BOARD!

20. Healthcare system
is reducing costs.

21. Waiting for Radio (brancard)

22. Waiting for Radio (brancard)
20 min of treatment
+ 30 min of waiting time

23. Waiting for Radio (brancard)
20 min of treatment
+ 30 min of waiting time
wasn’t invoiced

24. More than emergency
situations...

25. Recurrent
treatments

26. Delays makes
the transport
scheduling
a real brain teaser.

30. The entrepreneurs’ goal
is to drop the patient
as fast as possible.

32. “We are not a piece of meat or some
robots. They are always in such a hurry!”

34. “I do not want to see someone
in a state more advanced than mine,
it's demoralizing.”

35. “I have already vomited in the vehicle!
It was humiliating… we're 3 people
in the same car!”

36. Waiting is the patient’s
biggest struggle.

38. The lack of knowledge
causes anxiety and makes
the wait feel way longer.

39. Sorry not sorry

40. © ParisMatch WITT/SIPA

43. Where can we, designers, make
the most impact given our position
in the ecosystem?

45. 20
paramedics
2
months
160
hours
WE SHADOWED...

46. 6 cities in France
PARIS

47. Our Solution
PART THREE

50. Automation

51. However, digital is just
a piece of a puzzle...

52. now what?

54. Develop new reflexes
and trigger new behavior.

56. Myriam
UI designer
Olivier
UX designer
Nicolas
Full Stack Dev
Thibault
UI designer
Sebastian
Full stack Dev
Christophe
Android Dev
Nihed
iOS Dev
Maelle
Squad Master
Sylvie
VP Design
Avissa
Proxy PO
Quentin
Lead Growth
Nicolas
VP Strategy
THANK YOU, TEAM!

57. THANK YOU!
Let’s talk :)
Eléonore de Lusignan
erl@wedigital.garden
Twitter: @EledeLusignan
Magdalena Rydiger
mrydiger@wedigital.garden
Twitter: @MagdaRydi