MY ROLE: Service Design, UX Design, Workshop facilitation.
Hospital department heads are responsible for improving departmental performance. They need to achieve targets while reducing costs and without compromising patient care.
As medical equipment provider and industry leader, Philips saw this as an opportunity. Through a combination of technology, data and expert advice, the company set out to offer a complete suite of services to support hospital heads in achieving continuous performance improvement.
Moving from selling hospital equipment to offering services around those products represented a fundamental change for Philips, which would likely impact multiple units in the organisation.
Through a series of stakeholder workshops, close contact with medical staff, and the involvement of several Philips units, we determined the target personas, define the value proposition, and explore monetization strategies.
We mapped the end-to-end vision and a detailed service blueprint, which allowed us to:
The vision was clear. But was it feasible and under what timeline? We needed to understand the limitations and scope a minimum service that could be rolled out for pilot within a short time.
I facilitated a hackathon where we prototyped different touchpoints to validate assumptions. For instance: we created a prototype for the dashboard to test data quality and visualisation. Or we role-played a customer service call to tune the support and questions from customers.
Performance Bridge is a suite of services for continuous improvement. It consists of three main aspects: