Teresa Hilli

CHALLENGE

• Transform the patient experience in an inclusive way.
• Make the check-up process easy to understand and navigate.
• Creating a streamlined patient journey to significantly reduce time spent in the clinic.

APPROACH

• Qualitative and quantitative research on all relevant customer segments.
• Transformation of one pilot medical service center.
• New navigation and floor plans, the country’s first governmental pre-booking system, personalized guidance tools for each patient.

IMPACT

• 50% reduction of full journey time.
• 30% reduction of interaction and touch points (touchpoint: monitored and planned interaction channels with customer).
• Reduced interaction points from 20 to 16 (Interaction points: all physical interaction sequences, incl. non-monitored).
• We developed a new streamlined service flow significantly improving the overall patient journey.

Client

DUBAI MUNICIPALITY

My role

Research and Graphic Design
Research method: Shadowing
Graphic Design: Way-finding on walls and TV-screens.
@Veryday

• Wayfinding
• Service Design
• Research
• Inclusive Design