This project commenced with a five week design sprint conducted by a group of NCAD students in 2019, titled ‘Be patient’. Implementation was stalled due to the pandemic. The context of the challenge has shifted since 2019 and so to ensure that the project meets the current and future needs of the patients in the emergency department (‘ED’) waiting room, the design team across the Mater and NCAD are now carrying out additional observations, interviews, and workshops to refresh insights and build consensus re: what will now be tested and implemented.
Observations were conducted in ED to gain an understanding of the patient journey and the challenges faced by healthcare staff. This was followed by interviews with staff and patients to identify their pain points and areas where the patient experience could be improved. Patient personas were created based on these findings.
A quantitative survey is currently being carried out with patients in the waiting room of the ‘ED’ to capture the baseline metrics of a patient’s waiting experience. The first metric captured user understanding – ‘how does the ED process work’. The second metric captured user expectation – ‘how the service operated’. These metrics will be used to compare the effectiveness of the piloted solutions.
Through this human centred process, the team were able to gain valuable insights into the emergency healthcare system and develop initial concepts that will undergo further design and user testing.