EXPERIENCE DESIGN TO IMPROVE PATIENT EXPERIENCE IN AN ORTHOPEDIC HOSPITAL

The focus of service design is moving toward emphasizing customer satisfaction and taking care of user’s experience in deep. The purpose of this paper is to improve patient experience in an orthopedic hospital. We used service design methodologies to design better patient experiences. First we collected pain points from patients and workers in the hospital. Patients complained of long waiting time, and unpleasant experience during rehabilitation therapy session. The worker has operational issues for improving patients’ process. Three experience design prototypes were proposed based on the service design methods. To motivate patients with rehabilitation therapy session, the Healing wall and the Rehabilitation diary were presented. Also, we introduced new payment methods to reduce waiting time for new patients in the orthopedic.