A redesign and implementation plan of the Oog voor Naasten en Nabestaanden toolkit for the LUMC

Research shows family caregivers involved in palliative care are not yet supported to the desired extent. Therefore, the Leiden University Medical Centre (LUMC) started the Oog voor Naasten en Nabestaanden (ON2) project, a Palliantieproject financed by ZonMw. The ON2 project helps healthcare organizations with improving the care for family...

Advancing Design Approaches through Data-Driven Techniques: Patient Community Journey Mapping Using Online Stories and Machine Learning

Designers are increasingly collaborating with data scientists to apply smart data technologies to understand large-scale user behavior during their design research. This is useful in specific impact domains with vulnerable users and unfamiliar contexts, such as healthcare design. Patient journey mapping is the most common design tool for...

GoMedFlow: Moving towards a smart hospital: Journey mapping as a facilitator for the digital transformation of healthcare

The coming years, demand for healthcare will increase exponentially, resulting in increased pressure on the decreasing number of healthcare providers. A digital transition of healthcare is needed in order to be able to keep offering widely accessible, quality care. <br/><br/>Unfortunately, the healthcare sector has difficulties keeping up with...

Roadmap towards Future Patient Teleconsultation Experience

In healthcare, the doctor-patient interaction is most commonly held in the Consultation Room, which hasn't changed much over the last few decades. However, new technologies such as virtual reality, artificial intelligence, speech-to-speech translation, and so on are available now. These developments provide new opportunities to support all...

Design a hybrid patient journey in supportive care

Supportive care, regardless of its diversity or who provides it, aims to enhance and preserve the quality of life and independence and to empower and optimize well-being (Fitch, 2008). We can see that digital health can benefit supportive care by empowering users, providing more accessible support, and encouraging self-management. However, the...

Product Journey Mapping: a design method to shift towards the circular economy

The Product Journey Map was developed through an iterative process, preceded by research on design methodologies and existing mapping methodologies such as the Customer Journey Map and Service Blueprint. By synthesising the research on design- and existing mapping methodologies, a vision of the Product Journey Map was developed and explored...

Focus on family caregivers: Inspiring healthcare professionals to create and reflect on the journey of the family caregiver

Palliative care focuses on improving the patient’s quality of life and the quality of life of the family caregiver. However, in reality, the focus is often on the patient’s needs and not on the family caregiver’s needs. Therefore, the Leiden University Medical Center (LUMC) has developed the Oog voor Naasten en Nabestaanden (ON2) method,...

A patient journey map to improve the home isolation experience of persons with mild COVID-19: Design research for service touchpoints of artificial intelligence in eHealth

Background: In the context of the COVID-19 outbreak, 80% of the persons who are infected have mild symptoms and are required to self-recover at home. They have a strong demand for remote health care that, despite the great potential of artificial intelligence (AI), is not met by the current services of eHealth. Understanding the real needs of...

Departure of Tomorrow: A design roadmapping research towards seamless departure journeys

The research was performed in order to design a roadmap for transforming the departure hall, by researching the way KLM could improve the customer departure journey. Hall capacity needs to grow to accommodate for an expected increase in passenger numbers: for welcoming, waiting, check-in, and baggage processing. Design roadmapping methodology is...

Towards Optimal Communication of Patient Details in Tactical Combat Casualty Care

Due to the increase of political friction and terrorist attacks, the Netherlands Ministry of Defence (MinDef) is preparing its armed forces for combat situations. If these occur, a large number of victims is expected in a short amount of time, which puts pressure on the military medical chain. As it is crucial to treat patients as early as...

KLM Customer Journey: Baggage

The research examines the interactions and experiences of airline passengers during baggage reclaim with the goal of understanding their motives, what factors influence their experiences and decisions, and what struggles and stresses they encounter during the reclaim process. Interviews and Journey Mapping are leveraged to gain insights and...

Map the Customer Journey of Data Tracking Sport Headset using Experience for Chinese Users

In this master thesis project, a customer journey map which demonstrates the current and ideal future data tracking sport headset using experience of the potential target Chinese user group was designed. A series of opportunities and recommendations for different stages of the using phases regarding to certain focused design directions were...

Innovation Strategy for HILTI Netherlands to increase loyalty with consumable customers by virtue of dust regulations and sales force networking effectiveness.

Executive Summary “Talking is ordinary and anyone can do it, yet strategic conversations are as priceless as diamonds when running a business” This statement is essentially summarizing the solution and the problem of Hilti’s loyalty problem with consumable customers in one sentence. Hilti’s biggest resource to gain momentum, trust and loyalty...