HXD Project (Academic-Hospital Cooperated project)

Graduation Project

 

Cooperated with KUMC (Korea University Medical Center)

Product & UX Designer : Hoon Yoon

Assistant Researcher & Analyst: Hyunjae Park / Jaehaeng Choe

 

Working period : Mar. 2013 ~ Oct. 2013P

 

 

 

"Medical Assist Band" for redesigning the user experience of KUMC(Korea University Medical Center)

won the Bronze Winner at concept catagory, SparkAwards 2014

http://www.sparkawards.com/galleries/index.cfm?entry=3B014194-5056-A832-A284A8EB5EC0D045​

Noticeably, it is commonly seen that the importance is being placed on designing the User Experience of healthcare Design within the area of hospital business management. From the perspective of planning the whole user process that happens at hospital, even considering visitor or guardian's experience journey at hospital is becoming crucial. Especially for the elders who visit the hospital as a patient or a visitor, appropriate information affordance for themselves to experience the procedure without inconvenience is particularly demanded. Because the already-existing process regarding approaching to certain medical treatment or proceeding hospital administrative work is sometime an insurmountable barrier for them to deal with. 

 

Moreover, in South Korea’s big hospital like an university hospital, communication in the process of dealing with hospital administrative work contains a lot of issues. Particularly in talking between hospital administration counselor and the elders who are not familiar with the overall hospital procedure, conversation does not go fluently and it takes a lot of time to persuade and make them understand. And it consequently leads to delay and affect the following customer’s work. Even in the research phase of this project, me and my team observed several argument-ish conversations between counsellor and elderly customer about some hospital administrative procedure.

 

They frequently had some troubles of understanding or misreading what counsellors said even though it is such a necessary thing to hear for their medical process. Due to that they inevitably faced some arguements, and it eventually came to cause great inconvenience to the other customers. And, this situation is currently, actually happening in KUMC(Korea University Medical Center)’s administration section.  

 

Given these circumstances, we focused on investigating the intrinsic needs between individuals and redesigning the overall customer experience flow.

 

In planning research strategy, we planned to do ethnographic research, which is observing and collecting individual’s actual heuristic data from their activities. During several months of research at KUMC, we tightly observed how elderly customers communicate with hospital counsellor and how they experience the administrative procedure in terms of user experience. Also we conducted in-depth interviews with customers, counsellors to share the thoughts about how they feel about the service experience. 

 

In analyzing phase, KJ mapping and affinity diagram methodologies were utilized to sort out the data group we collected and clarify the core insights for design solution. At the same time, we visually organized the customer journey map, persona and UX algorithm in order to clarify the niche needs from structural viewpoint. 

 

Based on several clarified key data and insights through analyze phase, in final phase, I created 3 design solutions:

1. Interior Renovation on KUMC Administration Center with clarified, simplified human traffic flow  

2. Waiting Seats + Displayable Pillar that shortens the waiting time and intuitively helps customers to recognize the following procedure  

3.Medical Guide Band + Printer Pad that resolves communication misreading between counsellor and elderly customer. 

UX Methodology-based User & Spatial Usability Research 

Design Solution

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