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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
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
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
Patient




Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou   Designing for Service | Carnegie Mellon University
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
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
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
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
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
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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Stage 1: Territory Map

  • 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. 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. 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. Patient Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University
  • 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. 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. 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. 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. 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. Thank you. Any questions? Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University