SlideShare a Scribd company logo
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
                                                                                                                                                         Facilities
                                                         Behavior patterns
                                                        Ethnicity
                                                                                                          Place                                          Paperwork

                                                        Communities




                                                                  Garage                                                                                                            Technology
                                                                                                                                            Parking       Primary
                                                                Home          Computer
                                                                                                                                       Lounge area                                  Factors
                                                                              Internet
                                                                                                         People                                           doctor’s
                                                            Medicine storage place
                                                                                                         People                        Waiting room
                                                                                                                                                           office                    Examination Devices
                                                              Phone SSN card                                                                        Information kiosk               Portable medical Devices
                                                                                                     Friends
                                                                                           Spouse                                                   Examination rooms               Communication Devices
                                                                Medicinal                                   Events                                    Reception desk
                                                                Insurance                                                                                                           Databases
                                                                                                            Inquery                                       Staff’s office
                                                                   card                                                                                                             Science and Research
                                                                                                            Reservation
                                                                                                                                                          Bathroom
                                                                                                            Check
                      Society Factors                                    Parents
                                                                                                                              Primary care
                      Medicinal Insurance system
                                                                                     Patient                                   Physician
                      Managed Care plans
                                                                                                         Experience
                      Health Maintenance
                                                                                                                        Notification
                      Organization (HMO)                                               Case archives                     Reference
                                                                             Co-patient   Feedback                                            Visitors
                                                                                                                          Advice
                                                                                   Events Consultation               Document Events
                                                                                                                   Coordination
                                                                                                                                        Asistant           Parking

                                                               Parking                                                                                       Waiting room
                                                                                                                                                                                   Management
                                                               Reception desk             Nurse
                                                                                                                                  Insurance
                                                                                                                                    agents
                                                                                                                                                             Staff’s office         Factors
                                                               Checkstand
                                                                                                        Specialists
                                                                                                                                                   Sickroom    Hospital            Brand Strategies
                                                             Drug Store                                                                               Lounge area                  Medical System
                                                                                                                                                                                   Promotion
                                                                                                                                                    Examination rooms
                                                                                                                                                                                   Reeducation
                                                                                                                                                           Pharmacy
                                                                                             Parking                    Waiting                                                    Recertification Exam
                                                                                              Lounge     Reception       room
                                                                                                            desk                                                                   Medical Billing
                                                                                                area              Information
                                                                                                  Examination          kiosk
                                                                                                     rooms     Staff’s office
                                                                                                      Specialists
                                                                                                        office
                                                   Economic
                                                   Factors
                                                   Finational Plan
                                                   Budget                                                                         Political Factors
                                                   Non-Profit Organizations                                                        National medicinal policy
                                                   Funds                                                                          Local government policy
                                                                                                                                  Public health policy




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
                                                                                                                                                         Facilities
                                                         Behavior patterns
                                                        Ethnicity
                                                                                                          Place                                          Paperwork

                                                        Communities




                                                                  Garage                                                                                                            Technology
                                                                                                                                            Parking       Primary
                                                                Home          Computer
                                                                                                                                       Lounge area                                  Factors
                                                                              Internet
                                                                                                         People                                           doctor’s
                                                            Medicine storage place
                                                                                                         People                        Waiting room
                                                                                                                                                           office                    Examination Devices
                                                              Phone SSN card                                                                        Information kiosk               Portable medical Devices
                                                                                                     Friends
                                                                                           Spouse                                                   Examination rooms               Communication Devices
                                                                Medicinal                                   Events                                    Reception desk
                                                                Insurance                                                                                                           Databases
                                                                                                            Inquery                                       Staff’s office
                                                                   card                                                                                                             Science and Research
                                                                                                            Reservation
                                                                                                                                                          Bathroom
                                                                                                            Check
                      Society Factors                                    Parents
                                                                                                                              Primary care
                      Medicinal Insurance system
                                                                                     Patient                                   Physician
                      Managed Care plans
                                                                                                         Experience
                      Health Maintenance
                                                                                                                        Notification
                      Organization (HMO)                                               Case archives                     Reference
                                                                             Co-patient   Feedback                                            Visitors
                                                                                                                          Advice
                                                                                   Events Consultation               Document Events
                                                                                                                   Coordination
                                                                                                                                        Asistant           Parking

                                                               Parking                                                                                       Waiting room
                                                                                                                                                                                   Management
                                                               Reception desk             Nurse
                                                                                                                                  Insurance
                                                                                                                                    agents
                                                                                                                                                             Staff’s office         Factors
                                                               Checkstand
                                                                                                        Specialists
                                                                                                                                                   Sickroom    Hospital            Brand Strategies
                                                             Drug Store                                                                               Lounge area                  Medical System
                                                                                                                                                                                   Promotion
                                                                                                                                                    Examination rooms
                                                                                                                                                                                   Reeducation
                                                                                                                                                           Pharmacy
                                                                                             Parking                    Waiting                                                    Recertification Exam
                                                                                              Lounge     Reception       room
                                                                                                            desk                                                                   Medical Billing
                                                                                                area              Information
                                                                                                  Examination          kiosk
                                                                                                     rooms     Staff’s office
                                                                                                      Specialists
                                                                                                        office
                                                   Economic
                                                   Factors
                                                   Finational Plan
                                                   Budget                                                                         Political Factors
                                                   Non-Profit Organizations                                                        National medicinal policy
                                                   Funds                                                                          Local government policy
                                                                                                                                  Public health policy




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
                                                                                                                                                         Facilities
                                                         Behavior patterns
                                                        Ethnicity
                                                                                                          Place                                          Paperwork

                                                        Communities                           Scheduling

                                                                  Garage                                                                                                            Technology
                                                                                                                                            Parking       Primary
                                                                Home          Computer
                                                                                                                                       Lounge area                                  Factors
                                                                              Internet
                                                                                                         People                                           doctor’s
                                                            Medicine storage place
                                                                                                         People                        Waiting room
                                                                                                                                                           office                    Examination Devices
                                                              Phone SSN card                                                                        Information kiosk               Portable medical Devices
                                                                                                     Friends
                                                                                           Spouse                                                   Examination rooms               Communication Devices
                                                                Medicinal                                   Events                                    Reception desk
                                                                Insurance                                                                                                           Databases
                                                                                                            Inquery                                       Staff’s office
                                                                   card                                                                                                             Science and Research
                                                                                                            Reservation
                                                                                                                                                          Bathroom
                                                                                                            Check
                      Society Factors                                    Parents
                                                                                                                              Primary care
                      Medicinal Insurance system
                                                                                     Patient                                   Physician
                      Managed Care plans
                                                                                                         Experience
                      Health Maintenance
                                                                                                                        Notification
                      Organization (HMO)                                               Case archives                     Reference
                                                                             Co-patient   Feedback                                            Visitors
                                                                                                                          Advice
                                                                                   Events Consultation               Document Events

                                                   Transportation                                                  Coordination
                                                                                                                                        Asistant           Parking

                                                               Parking                                                                                       Waiting room
                                                                                                                                                                                   Management
                                                               Reception desk             Nurse
                                                                                                                                  Insurance
                                                                                                                                    agents
                                                                                                                                                             Staff’s office         Factors
                                                               Checkstand
                                                                                                        Specialists
                                                                                                                                                   Sickroom    Hospital            Brand Strategies
                                                             Drug Store                                                                               Lounge area                  Medical System
                                                                                                                                                                                   Promotion
                                                                                                                                                    Examination rooms
                                                                                                                                                                                   Reeducation
                                                                                                                                                           Pharmacy
                                                                                             Parking                    Waiting                                                    Recertification Exam
                                                                                              Lounge     Reception       room
                                                                                                                                       Time
                                                                                                            desk                                                                   Medical Billing
                                                                                                area              Information
                                                                                                  Examination          kiosk
                                                                                                     rooms     Staff’s office
                                                                                                      Specialists
                                                                                                        office
                                                   Economic
                                                   Factors
                                                   Finational Plan
                                                   Budget                                                                         Political Factors
                                                   Non-Profit Organizations                                                        National medicinal policy
                                                   Funds                                                                          Local government policy
                                                                                                                                  Public health policy




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

More Related Content

Viewers also liked

Pemanfaatan Kelestarian Alam Bagi Pengunjung
Pemanfaatan Kelestarian Alam Bagi PengunjungPemanfaatan Kelestarian Alam Bagi Pengunjung
Pemanfaatan Kelestarian Alam Bagi PengunjungNoersal Samad
 
The Corridor Poll(TM) and Index
The Corridor Poll(TM) and IndexThe Corridor Poll(TM) and Index
The Corridor Poll(TM) and Index
DCWagner
 
Made In Colomvia
Made In ColomviaMade In Colomvia
Made In Colomvia
guestdfb53
 
Ten Tips to Grow Your Community for Member Benefit & Business Value
Ten Tips to Grow Your Community for Member Benefit & Business ValueTen Tips to Grow Your Community for Member Benefit & Business Value
Ten Tips to Grow Your Community for Member Benefit & Business Value
Mark Yolton
 
Galapag.us thesis presentation
Galapag.us thesis presentationGalapag.us thesis presentation
Galapag.us thesis presentationBen Turner
 
Self check out service design
Self check out service designSelf check out service design
Self check out service designKiddy Zhou
 
Web Quest Choosing A Musical Instrument
Web Quest   Choosing A Musical InstrumentWeb Quest   Choosing A Musical Instrument
Web Quest Choosing A Musical Instrument
scaryadam
 
PageReam Fiera del Libro di Torino 2010
PageReam Fiera del Libro di Torino 2010PageReam Fiera del Libro di Torino 2010
PageReam Fiera del Libro di Torino 2010Diego Caravana
 
The Unbearable Stupidity of Modeling
The Unbearable Stupidity of ModelingThe Unbearable Stupidity of Modeling
The Unbearable Stupidity of Modelingmerks
 
Unique methods of GIS analysis for transportation 2010
Unique methods of GIS analysis for transportation 2010Unique methods of GIS analysis for transportation 2010
Unique methods of GIS analysis for transportation 2010Andrew Harrison
 
My country
My countryMy country
My country
Katia Calegari
 
Presentation to the United way of Muscatine
Presentation to the United way of MuscatinePresentation to the United way of Muscatine
Presentation to the United way of Muscatine
DCWagner
 
-42-_Enterprise_Information_Capture_Framework_Details_1_NOV_2013-notes
-42-_Enterprise_Information_Capture_Framework_Details_1_NOV_2013-notes-42-_Enterprise_Information_Capture_Framework_Details_1_NOV_2013-notes
-42-_Enterprise_Information_Capture_Framework_Details_1_NOV_2013-notesPaul W. Johnson
 
United Way of Wisconsin Midwinter Institute
United Way of Wisconsin Midwinter InstituteUnited Way of Wisconsin Midwinter Institute
United Way of Wisconsin Midwinter Institute
DCWagner
 
This is italy
This is italyThis is italy
This is italy
Katia Calegari
 
Ce Inseamna 34Life - Evenimente 2010
Ce Inseamna 34Life - Evenimente 2010Ce Inseamna 34Life - Evenimente 2010
Ce Inseamna 34Life - Evenimente 2010
zamolxe
 
Casual Gaming Trends 2009
Casual Gaming Trends 2009Casual Gaming Trends 2009
Casual Gaming Trends 2009
Chris Cummings
 
Belgioioso Primary School
Belgioioso Primary SchoolBelgioioso Primary School
Belgioioso Primary School
Katia Calegari
 
Team Sync Presentation 111208
Team Sync Presentation 111208Team Sync Presentation 111208
Team Sync Presentation 111208Kiddy Zhou
 

Viewers also liked (20)

1500 discussion
1500 discussion1500 discussion
1500 discussion
 
Pemanfaatan Kelestarian Alam Bagi Pengunjung
Pemanfaatan Kelestarian Alam Bagi PengunjungPemanfaatan Kelestarian Alam Bagi Pengunjung
Pemanfaatan Kelestarian Alam Bagi Pengunjung
 
The Corridor Poll(TM) and Index
The Corridor Poll(TM) and IndexThe Corridor Poll(TM) and Index
The Corridor Poll(TM) and Index
 
Made In Colomvia
Made In ColomviaMade In Colomvia
Made In Colomvia
 
Ten Tips to Grow Your Community for Member Benefit & Business Value
Ten Tips to Grow Your Community for Member Benefit & Business ValueTen Tips to Grow Your Community for Member Benefit & Business Value
Ten Tips to Grow Your Community for Member Benefit & Business Value
 
Galapag.us thesis presentation
Galapag.us thesis presentationGalapag.us thesis presentation
Galapag.us thesis presentation
 
Self check out service design
Self check out service designSelf check out service design
Self check out service design
 
Web Quest Choosing A Musical Instrument
Web Quest   Choosing A Musical InstrumentWeb Quest   Choosing A Musical Instrument
Web Quest Choosing A Musical Instrument
 
PageReam Fiera del Libro di Torino 2010
PageReam Fiera del Libro di Torino 2010PageReam Fiera del Libro di Torino 2010
PageReam Fiera del Libro di Torino 2010
 
The Unbearable Stupidity of Modeling
The Unbearable Stupidity of ModelingThe Unbearable Stupidity of Modeling
The Unbearable Stupidity of Modeling
 
Unique methods of GIS analysis for transportation 2010
Unique methods of GIS analysis for transportation 2010Unique methods of GIS analysis for transportation 2010
Unique methods of GIS analysis for transportation 2010
 
My country
My countryMy country
My country
 
Presentation to the United way of Muscatine
Presentation to the United way of MuscatinePresentation to the United way of Muscatine
Presentation to the United way of Muscatine
 
-42-_Enterprise_Information_Capture_Framework_Details_1_NOV_2013-notes
-42-_Enterprise_Information_Capture_Framework_Details_1_NOV_2013-notes-42-_Enterprise_Information_Capture_Framework_Details_1_NOV_2013-notes
-42-_Enterprise_Information_Capture_Framework_Details_1_NOV_2013-notes
 
United Way of Wisconsin Midwinter Institute
United Way of Wisconsin Midwinter InstituteUnited Way of Wisconsin Midwinter Institute
United Way of Wisconsin Midwinter Institute
 
This is italy
This is italyThis is italy
This is italy
 
Ce Inseamna 34Life - Evenimente 2010
Ce Inseamna 34Life - Evenimente 2010Ce Inseamna 34Life - Evenimente 2010
Ce Inseamna 34Life - Evenimente 2010
 
Casual Gaming Trends 2009
Casual Gaming Trends 2009Casual Gaming Trends 2009
Casual Gaming Trends 2009
 
Belgioioso Primary School
Belgioioso Primary SchoolBelgioioso Primary School
Belgioioso Primary School
 
Team Sync Presentation 111208
Team Sync Presentation 111208Team Sync Presentation 111208
Team Sync Presentation 111208
 

Recently uploaded

Are There Any Natural Remedies To Treat Syphilis.pdf
Are There Any Natural Remedies To Treat Syphilis.pdfAre There Any Natural Remedies To Treat Syphilis.pdf
Are There Any Natural Remedies To Treat Syphilis.pdf
Little Cross Family Clinic
 
Prix Galien International 2024 Forum Program
Prix Galien International 2024 Forum ProgramPrix Galien International 2024 Forum Program
Prix Galien International 2024 Forum Program
Levi Shapiro
 
Triangles of Neck and Clinical Correlation by Dr. RIG.pptx
Triangles of Neck and Clinical Correlation by Dr. RIG.pptxTriangles of Neck and Clinical Correlation by Dr. RIG.pptx
Triangles of Neck and Clinical Correlation by Dr. RIG.pptx
Dr. Rabia Inam Gandapore
 
New Directions in Targeted Therapeutic Approaches for Older Adults With Mantl...
New Directions in Targeted Therapeutic Approaches for Older Adults With Mantl...New Directions in Targeted Therapeutic Approaches for Older Adults With Mantl...
New Directions in Targeted Therapeutic Approaches for Older Adults With Mantl...
i3 Health
 
Couples presenting to the infertility clinic- Do they really have infertility...
Couples presenting to the infertility clinic- Do they really have infertility...Couples presenting to the infertility clinic- Do they really have infertility...
Couples presenting to the infertility clinic- Do they really have infertility...
Sujoy Dasgupta
 
Non-respiratory Functions of the Lungs.pdf
Non-respiratory Functions of the Lungs.pdfNon-respiratory Functions of the Lungs.pdf
Non-respiratory Functions of the Lungs.pdf
MedicoseAcademics
 
Cervical & Brachial Plexus By Dr. RIG.pptx
Cervical & Brachial Plexus By Dr. RIG.pptxCervical & Brachial Plexus By Dr. RIG.pptx
Cervical & Brachial Plexus By Dr. RIG.pptx
Dr. Rabia Inam Gandapore
 
Pulmonary Thromboembolism - etilogy, types, medical- Surgical and nursing man...
Pulmonary Thromboembolism - etilogy, types, medical- Surgical and nursing man...Pulmonary Thromboembolism - etilogy, types, medical- Surgical and nursing man...
Pulmonary Thromboembolism - etilogy, types, medical- Surgical and nursing man...
VarunMahajani
 
MANAGEMENT OF ATRIOVENTRICULAR CONDUCTION BLOCK.pdf
MANAGEMENT OF ATRIOVENTRICULAR CONDUCTION BLOCK.pdfMANAGEMENT OF ATRIOVENTRICULAR CONDUCTION BLOCK.pdf
MANAGEMENT OF ATRIOVENTRICULAR CONDUCTION BLOCK.pdf
Jim Jacob Roy
 
Ophthalmology Clinical Tests for OSCE exam
Ophthalmology Clinical Tests for OSCE examOphthalmology Clinical Tests for OSCE exam
Ophthalmology Clinical Tests for OSCE exam
KafrELShiekh University
 
THOA 2.ppt Human Organ Transplantation Act
THOA 2.ppt Human Organ Transplantation ActTHOA 2.ppt Human Organ Transplantation Act
THOA 2.ppt Human Organ Transplantation Act
DrSathishMS1
 
heat stroke and heat exhaustion in children
heat stroke and heat exhaustion in childrenheat stroke and heat exhaustion in children
heat stroke and heat exhaustion in children
SumeraAhmad5
 
Ozempic: Preoperative Management of Patients on GLP-1 Receptor Agonists
Ozempic: Preoperative Management of Patients on GLP-1 Receptor Agonists  Ozempic: Preoperative Management of Patients on GLP-1 Receptor Agonists
Ozempic: Preoperative Management of Patients on GLP-1 Receptor Agonists
Saeid Safari
 
Factory Supply Best Quality Pmk Oil CAS 28578–16–7 PMK Powder in Stock
Factory Supply Best Quality Pmk Oil CAS 28578–16–7 PMK Powder in StockFactory Supply Best Quality Pmk Oil CAS 28578–16–7 PMK Powder in Stock
Factory Supply Best Quality Pmk Oil CAS 28578–16–7 PMK Powder in Stock
rebeccabio
 
Physiology of Special Chemical Sensation of Taste
Physiology of Special Chemical Sensation of TastePhysiology of Special Chemical Sensation of Taste
Physiology of Special Chemical Sensation of Taste
MedicoseAcademics
 
Charaka Samhita Sutra sthana Chapter 15 Upakalpaniyaadhyaya
Charaka Samhita Sutra sthana Chapter 15 UpakalpaniyaadhyayaCharaka Samhita Sutra sthana Chapter 15 Upakalpaniyaadhyaya
Charaka Samhita Sutra sthana Chapter 15 Upakalpaniyaadhyaya
Dr KHALID B.M
 
micro teaching on communication m.sc nursing.pdf
micro teaching on communication m.sc nursing.pdfmicro teaching on communication m.sc nursing.pdf
micro teaching on communication m.sc nursing.pdf
Anurag Sharma
 
ARTIFICIAL INTELLIGENCE IN HEALTHCARE.pdf
ARTIFICIAL INTELLIGENCE IN  HEALTHCARE.pdfARTIFICIAL INTELLIGENCE IN  HEALTHCARE.pdf
ARTIFICIAL INTELLIGENCE IN HEALTHCARE.pdf
Anujkumaranit
 
POST OPERATIVE OLIGURIA and its management
POST OPERATIVE OLIGURIA and its managementPOST OPERATIVE OLIGURIA and its management
POST OPERATIVE OLIGURIA and its management
touseefaziz1
 
Superficial & Deep Fascia of the NECK.pptx
Superficial & Deep Fascia of the NECK.pptxSuperficial & Deep Fascia of the NECK.pptx
Superficial & Deep Fascia of the NECK.pptx
Dr. Rabia Inam Gandapore
 

Recently uploaded (20)

Are There Any Natural Remedies To Treat Syphilis.pdf
Are There Any Natural Remedies To Treat Syphilis.pdfAre There Any Natural Remedies To Treat Syphilis.pdf
Are There Any Natural Remedies To Treat Syphilis.pdf
 
Prix Galien International 2024 Forum Program
Prix Galien International 2024 Forum ProgramPrix Galien International 2024 Forum Program
Prix Galien International 2024 Forum Program
 
Triangles of Neck and Clinical Correlation by Dr. RIG.pptx
Triangles of Neck and Clinical Correlation by Dr. RIG.pptxTriangles of Neck and Clinical Correlation by Dr. RIG.pptx
Triangles of Neck and Clinical Correlation by Dr. RIG.pptx
 
New Directions in Targeted Therapeutic Approaches for Older Adults With Mantl...
New Directions in Targeted Therapeutic Approaches for Older Adults With Mantl...New Directions in Targeted Therapeutic Approaches for Older Adults With Mantl...
New Directions in Targeted Therapeutic Approaches for Older Adults With Mantl...
 
Couples presenting to the infertility clinic- Do they really have infertility...
Couples presenting to the infertility clinic- Do they really have infertility...Couples presenting to the infertility clinic- Do they really have infertility...
Couples presenting to the infertility clinic- Do they really have infertility...
 
Non-respiratory Functions of the Lungs.pdf
Non-respiratory Functions of the Lungs.pdfNon-respiratory Functions of the Lungs.pdf
Non-respiratory Functions of the Lungs.pdf
 
Cervical & Brachial Plexus By Dr. RIG.pptx
Cervical & Brachial Plexus By Dr. RIG.pptxCervical & Brachial Plexus By Dr. RIG.pptx
Cervical & Brachial Plexus By Dr. RIG.pptx
 
Pulmonary Thromboembolism - etilogy, types, medical- Surgical and nursing man...
Pulmonary Thromboembolism - etilogy, types, medical- Surgical and nursing man...Pulmonary Thromboembolism - etilogy, types, medical- Surgical and nursing man...
Pulmonary Thromboembolism - etilogy, types, medical- Surgical and nursing man...
 
MANAGEMENT OF ATRIOVENTRICULAR CONDUCTION BLOCK.pdf
MANAGEMENT OF ATRIOVENTRICULAR CONDUCTION BLOCK.pdfMANAGEMENT OF ATRIOVENTRICULAR CONDUCTION BLOCK.pdf
MANAGEMENT OF ATRIOVENTRICULAR CONDUCTION BLOCK.pdf
 
Ophthalmology Clinical Tests for OSCE exam
Ophthalmology Clinical Tests for OSCE examOphthalmology Clinical Tests for OSCE exam
Ophthalmology Clinical Tests for OSCE exam
 
THOA 2.ppt Human Organ Transplantation Act
THOA 2.ppt Human Organ Transplantation ActTHOA 2.ppt Human Organ Transplantation Act
THOA 2.ppt Human Organ Transplantation Act
 
heat stroke and heat exhaustion in children
heat stroke and heat exhaustion in childrenheat stroke and heat exhaustion in children
heat stroke and heat exhaustion in children
 
Ozempic: Preoperative Management of Patients on GLP-1 Receptor Agonists
Ozempic: Preoperative Management of Patients on GLP-1 Receptor Agonists  Ozempic: Preoperative Management of Patients on GLP-1 Receptor Agonists
Ozempic: Preoperative Management of Patients on GLP-1 Receptor Agonists
 
Factory Supply Best Quality Pmk Oil CAS 28578–16–7 PMK Powder in Stock
Factory Supply Best Quality Pmk Oil CAS 28578–16–7 PMK Powder in StockFactory Supply Best Quality Pmk Oil CAS 28578–16–7 PMK Powder in Stock
Factory Supply Best Quality Pmk Oil CAS 28578–16–7 PMK Powder in Stock
 
Physiology of Special Chemical Sensation of Taste
Physiology of Special Chemical Sensation of TastePhysiology of Special Chemical Sensation of Taste
Physiology of Special Chemical Sensation of Taste
 
Charaka Samhita Sutra sthana Chapter 15 Upakalpaniyaadhyaya
Charaka Samhita Sutra sthana Chapter 15 UpakalpaniyaadhyayaCharaka Samhita Sutra sthana Chapter 15 Upakalpaniyaadhyaya
Charaka Samhita Sutra sthana Chapter 15 Upakalpaniyaadhyaya
 
micro teaching on communication m.sc nursing.pdf
micro teaching on communication m.sc nursing.pdfmicro teaching on communication m.sc nursing.pdf
micro teaching on communication m.sc nursing.pdf
 
ARTIFICIAL INTELLIGENCE IN HEALTHCARE.pdf
ARTIFICIAL INTELLIGENCE IN  HEALTHCARE.pdfARTIFICIAL INTELLIGENCE IN  HEALTHCARE.pdf
ARTIFICIAL INTELLIGENCE IN HEALTHCARE.pdf
 
POST OPERATIVE OLIGURIA and its management
POST OPERATIVE OLIGURIA and its managementPOST OPERATIVE OLIGURIA and its management
POST OPERATIVE OLIGURIA and its management
 
Superficial & Deep Fascia of the NECK.pptx
Superficial & Deep Fascia of the NECK.pptxSuperficial & Deep Fascia of the NECK.pptx
Superficial & Deep Fascia of the NECK.pptx
 

Stage1 Presentation Terrotory 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 Facilities Behavior patterns Ethnicity Place Paperwork Communities Garage Technology Parking Primary Home Computer Lounge area Factors Internet People doctor’s Medicine storage place People Waiting room office Examination Devices Phone SSN card Information kiosk Portable medical Devices Friends Spouse Examination rooms Communication Devices Medicinal Events Reception desk Insurance Databases Inquery Staff’s office card Science and Research Reservation Bathroom Check Society Factors Parents Primary care Medicinal Insurance system Patient Physician Managed Care plans Experience Health Maintenance Notification Organization (HMO) Case archives Reference Co-patient Feedback Visitors Advice Events Consultation Document Events Coordination Asistant Parking Parking Waiting room Management Reception desk Nurse Insurance agents Staff’s office Factors Checkstand Specialists Sickroom Hospital Brand Strategies Drug Store Lounge area Medical System Promotion Examination rooms Reeducation Pharmacy Parking Waiting Recertification Exam Lounge Reception room desk Medical Billing area Information Examination kiosk rooms Staff’s office Specialists office Economic Factors Finational Plan Budget Political Factors Non-Profit Organizations National medicinal policy Funds Local government policy Public health policy 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 Facilities Behavior patterns Ethnicity Place Paperwork Communities Garage Technology Parking Primary Home Computer Lounge area Factors Internet People doctor’s Medicine storage place People Waiting room office Examination Devices Phone SSN card Information kiosk Portable medical Devices Friends Spouse Examination rooms Communication Devices Medicinal Events Reception desk Insurance Databases Inquery Staff’s office card Science and Research Reservation Bathroom Check Society Factors Parents Primary care Medicinal Insurance system Patient Physician Managed Care plans Experience Health Maintenance Notification Organization (HMO) Case archives Reference Co-patient Feedback Visitors Advice Events Consultation Document Events Coordination Asistant Parking Parking Waiting room Management Reception desk Nurse Insurance agents Staff’s office Factors Checkstand Specialists Sickroom Hospital Brand Strategies Drug Store Lounge area Medical System Promotion Examination rooms Reeducation Pharmacy Parking Waiting Recertification Exam Lounge Reception room desk Medical Billing area Information Examination kiosk rooms Staff’s office Specialists office Economic Factors Finational Plan Budget Political Factors Non-Profit Organizations National medicinal policy Funds Local government policy Public health policy 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 Facilities Behavior patterns Ethnicity Place Paperwork Communities Scheduling Garage Technology Parking Primary Home Computer Lounge area Factors Internet People doctor’s Medicine storage place People Waiting room office Examination Devices Phone SSN card Information kiosk Portable medical Devices Friends Spouse Examination rooms Communication Devices Medicinal Events Reception desk Insurance Databases Inquery Staff’s office card Science and Research Reservation Bathroom Check Society Factors Parents Primary care Medicinal Insurance system Patient Physician Managed Care plans Experience Health Maintenance Notification Organization (HMO) Case archives Reference Co-patient Feedback Visitors Advice Events Consultation Document Events Transportation Coordination Asistant Parking Parking Waiting room Management Reception desk Nurse Insurance agents Staff’s office Factors Checkstand Specialists Sickroom Hospital Brand Strategies Drug Store Lounge area Medical System Promotion Examination rooms Reeducation Pharmacy Parking Waiting Recertification Exam Lounge Reception room Time desk Medical Billing area Information Examination kiosk rooms Staff’s office Specialists office Economic Factors Finational Plan Budget Political Factors Non-Profit Organizations National medicinal policy Funds Local government policy Public health policy 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