15:40 - 16:20
Service Design: Your (Not So) Secret Weapon To Deliver Great Experiences in the Age of COVID
Patient, provider, and caregiver experiences grounded in service design methods become uniquely powerful aids for navigating the changing landscape of health care and our mid pandemic world more generally. Aligning teams and processes around the delivery of patient- and customer-centered experiences is challenging, and service design methods help us take into account the full context of their experience, including the ecosystem of actors (human, physical, and technological infrastructure) that influence it. These methods, including ethnographic research, journey mapping, service blueprinting, value flow ecosystem mapping, and similar ways of developing a cohesive experience strategy, help us more clearly understand the current state of customer needs and ultimately, better patient experiences and outcomes even in a world with so much uncertainty where traditional service models become obsolete or undesirable.
Jen Briselli | EVP of Design Strategy