Designers for healthcare
Service design Panton

Service
Design

Working together to optimise care processes and services.

Healthcare has many points of contact between patients and healthcare providers. We help healthcare organisations improve these moments of contact and in turn provide better service.

Good service design connects patients' needs, interests and expectations with an efficient and effective care process. In our service design approach, we engage patients and healthcare providers to make this happen.

We also use service design when developing new digital and physical products. This increases the likelihood of acceptance of the innovation. Our service designers are happy to help you with:

  • Usage study
  • Context mapping
  • Patient journeys
  • Process visualisation
  • Design of service concepts
  • Prototyping and testing

Service design projects

Spot plan multidisciplinary outpatient clinic

Flexible use of space at the outpatient clinic

MonitAir

Self-monitoring COPD

MRI Ablation Center

Mock-up in Haga Hospital

Bring movement into your day

A toolkit to get moving

Martini A&E

Martini A&E

Visuals in COVID-19 care

For patient and professional

Medical Metrolines COVID-19

Co-design during corona turmoil

Zaans Medisch Centrum online

A positive entrance

Tools to prevent infections

Clear and convenient

WKZ Hotfloor

Service design for family-oriented care

Day centre Martini Hospital

Creating value for the patient

Intervention room

Design of an emergency intervention room

We design healthcare

Our approach

Our service design approach starts by exploring and understanding the current situation and defining the vision of the desired situation. Based on the vision, we design and test different service concepts. We fine tune the desired service concept into a design of the new service. In this, we will develop what the new service means for patients, the organisation and resources, such as buildings, information carriers, ICT and tools. In the final phase, we supervise the implementation and test its impact.

Front stage / back stage

Patients may have to deal with (many) different healthcare providers from different agencies. Due to technological developments, the contact moments are no longer always physical, but increasingly through different online channels. For patients, it is challenging to keep an overview.

Patients expect better and better services. Increasingly, people are actively seeking information themselves and there is a growing need to help decide on treatment.

We design both the 'front stage' and the 'back stage' of service delivery. Front stage are the patient's contact moments (touch points) with healthcare providers and the physical and digital environment. We help healthcare organisations design their services to match the needs, capabilities and wishes of their patients.

Back stage is what the organisation organises and facilitates out of the patient's sight. We shape this so that healthcare providers can collaborate pleasantly, safely and efficiently on the best care for and with their patients.

Co-creation with healthcare providers and patients

In all our service design processes, we work closely with healthcare professionals and patients. Through interviews and observations and the application of various co-creation methodologies, we gain relevant insights and develop service concepts. With mock-ups and proof-of-principles, we test the touch points with final users.

Metro Mapping

A service design method to design and optimise care pathways. Metro Mapping literally maps the complexity of a medical care pathway in a Metro Map ...

Do you want to work together on tomorrow's care?
Get in touch with Jasper Brands