Print Email Facebook Twitter Entering the future of healthcare Title Entering the future of healthcare Author Keizer, H.J.M. Contributor Stappers, P.J. (mentor) Sukirman, E. (mentor) Beekman, A.Q. (mentor) Faculty Industrial Design Engineering Department Industrial Design Programme Design for Interaction Date 2015-10-20 Abstract Project goal The healthcare sector is subject to change resulting in a more private character. Healthcare organizations are strategically reorganizing and rehousing their activities for them to have a stronger position while aiming to be more patient centered. For the development of buildings healthcare organizations turn to building consultancies for guidance throughout the process that can take up many years. For this project is aimed to envision the future user experience of healthcare in support of the fuzzy front end of the building design process. Aimed is for healthcare organizations to address their user needs to a better extend and for building consultancies to anticipate on this future experience in the development of a new design. Project focus The focus of this project is on how medical specialistic healthcare for chronic conditions is provided, this accounts for a great part of the use. The interaction between users and healthcare mainly takes place within the building environment. The interaction however may change in the digital future, and eventually ask for a different environment. Users with chronic conditions have a long term relation with healthcare. In general the use involves regular check ups, occasional treatments and continuous limitations and adaptations within daily life. The understanding of this use was later used to form a healthcare user journey in a future context. User research To obtain knowledge on the user needs for healthcare, research activities were conducted. Observations in the entrance area of various hospitals where made order to identify the user behavior within the context of use. Interviews where conducted with several users of healthcare supported by generative tools to obtain deeper knowledge on the current user experience and their needs. The user needs for healthcare were then determined to be; comfort, convenience, certainty, trust, autonomy, ambition and acceptance, which were shown to be interrelated. Developments The historical development of hospital healthcare is looked into in order to understand the evolvement developments in the industry over time. Learned is how driving forces within the context influenced the way healthcare was organized, provided and experienced. Trends and developments that will influence the healthcare system of the future is looked into. The trends and developments led to the creation of the projects future context. This future context is developed in which the possible future user-healthcare interaction will be placed. This enables to stakeholders how the healthcare system can use a user-centered approach in envisioning the future. Future context The government will withdrawal further, citizens will take up more responsibility. Due to the increasing demand of healthcare, both because of the increasing users with chronic conditions and the improved medical innovations, healthcare organizations will increasingly continue to seek for efficiency. While doing so they aim to address their users that are increasingly independent. Increasingly is People keep on searching sought for the purpose within our their lives. People will seek to life live more balanced. Digital systems are more in bedded within our lives, and we will will rely on them more and more. User needs Goals for the future vision on the user experience of healthcare are identified by placing the identified user needs within the future context that is sketched. For the future vision for the user experience is aimed for the healthcare to be provided in an efficient and effective manner while supportive of the user needs. Four scenarios are sketched to explore the possible ways healthcare may be provided in the future and how this then is experienced. These scenarios all explore an aspect of the future context. After evaluation the scenario of ‘Medical Monastery’ is selected, as it addresses the set goals the most, and. It is developed further into the future vision. Future vision The future user experience of healthcare is envisioned in the concept of the 'Medical Monastery', where medical specialistic healthcare is provided for chronic conditions. Multiple healthcare providers co-operate in order to provide holistic healthcare for the user. The fixed contact person, the ‘Medical Mentor’, aims to align the healthcare provided and aims to provide the user with the right support. Users seek for a balance within their lives, between ambition and acceptance. The 'Medical Monastery' is a place where users can learn how to improve their lives, both physically and mentally. The environment and to come at ease and reload before entering the modern society again. Evaluation The future vision on the user experience was evaluated with users and a medical specialist. Despite some personal preferences, depending on the situation of use, in general can be said that with the 'Medical Monastery' a more positive experience can be established. The clarity that is provided through information allows for a certain comfort and even freedom. The 'Medical Mentor' improves the co-operation of various healthcare providers and thereby more effective and efficient. For the users it provides a certain safety net when necessary. The ability to withdrawal after a consult is appreciated as users can get it together before being confronted with others. Emphasized is that the needs vary between the moments, the condition and the user and wherefore the Medical Mentor may not always be necessary. A limitation of the evaluation however is that the business perspective is not consulted. The evaluation self enabled users to give their own interpretation to certain aspects that where pointed out. The users actively thought about how a certain aspect could be valuable for their own experience. It inspired them to think in their desired future experience. Recommendations Various practical recommendations can be made towards the healthcare organizations in order to improve their user experience. For instance by improving the informations systems the amount of steps a user has to undertaken can be limited, reducing the users frustration. Up to date information on the appointment enables users to move more freely and thereby has consequences on the spaces that users can spend their time. Furthermore it is recommended to involve the medical staff as end-users within the redevelopment process. The medical staff is one of the influences on the user experience. When medical staff is satisfied with the environment, because it enables them to do their work well, eventually will effect the user experience. Last is recommended for healthcare organizations to create a vision including the user experience. The 'Medical Monastery' aims to inspire concerning the future user experience, for companies however it is important to have a vision of their own. Discussion This project and the vision that is created enables healthcare organization and building consultancies to be inspired by in the early phase of the building development process. It provides insight into how user needs can be fulfilled in the future to enhance the user experience. It also shows how certain trends and developments can influence the interactions and activities that take place, that in their turn influences the building environment. It enables inspiration for creating a future vision on their own with the user experience taken into account in aiming for a more integrated approach of the building development. Subject experience designuser centered designfuture visionhealthcarefuzzy front end To reference this document use: http://resolver.tudelft.nl/uuid:5a861a03-4aa2-4372-b0da-eda53cae0e4f Access restriction Campus only Part of collection Student theses Document type master thesis Rights (c) 2015 Keizer, H.J.M.