Designing Performance Bridge. A service to improve hospital performance through a combination of insights, expert advice, and maintenance services.

Designing Performance Bridge. A service to improve hospital performance through a combination of insights, expert advice, and maintenance services. 

Designing Performance Bridge. A service to improve hospital performance through a combination of insights, expert advice, and maintenance services. 

CLIENT: Philips - Amsterdam, 2016

MY ROLE: Service Design, UX Design, Workshop facilitation.

A doctor talking to patients in front of a computer
CHALLENGE

Hospitals dilemma: Ensuring quality of care while balancing cost and performance

Hospitals dilemma: Ensuring quality of care while balancing cost and performance

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.

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Image: Grünter Valda vis Unsplash
APPROACH

Tackling a business opportunity through service design

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.

 — An organizational shift requires large scale collaboration.

stakeholder providing ideas about the dashboard during an ideation workshop
Stakeholder workshop - Designing the digital touchpoint.
a stakeholder mapping the service steps during a workshop
Stakeholder workshop - Mapping the service journey.

Mapping the to-be service journey to define a shared vision across business units

We mapped the end-to-end vision and a detailed service blueprint, which allowed us to:

  • Define a unified service vision across the organisation
  • Identify the roles and activities that would be critical to offer the service
  • Leverage existing knowledge and identify dependencies
  • Engage employees who would ultimately implement or deliver the service
journey map depicting each of the service steps
A snapshot of the service journey - anonymised. 

Identifying risks and scoping the MVP through service prototyping.

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. 

an overview of the dashboard screens printed and glued to a wall
From mockup to prororype
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roleplaying the service
Roleplaying service interactions
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RESULT

A modular service to support hospitals monitor and continuously improve departmental performance

Performance Bridge is a suite of services for continuous improvement. It consists of three main aspects:

  • Analytics: Real time insights providing a view of medical equipment metrics to monitor departmental performance. With notifications to monitor and address issues. 
  • Case studies: Access to relevant case studies, best practices and protocols, that address specific opportunity areas based on the department status. 
  • Expert services: Expert advice to guide decision-making as well as preventive maintenance and repair services.
  • Analytics: Real time insights providing a view of medical equipment metrics to monitor departmental performance. With notifications to monitor and address issues. 
  • Case studies: Access to relevant case studies, best practices and protocols, that address specific opportunity areas based on the department status. 
  • Expert services: Expert advice to guide decision-making as well as preventive maintenance and repair services.
an overview of the service elements, from the dashboard to the expert advice
Service elements overview.
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Maria Hock - 2021