While healthcare service providers can ensure a great experience at the hospital where the environment is defined by them, the same may not materialise in a patient’s home. The client realised that healthcare at home needed to be designed from the ground up to enable a seamless and high-quality engagement all around.

We undertook this challenge to explore what thoughtfully designed healthcare services for home would look like - for patients, staff, and business. The aim was to create a functionally delightful experience for each stakeholder across physical and digital touchpoints improving overall service quality and experience.

We started by collaborating with client partners to understand their goals and vision. Based on the current service ecosystem we created the reseach plan. We started the research phase with 6 member team that visited client-site for primary research. We synthesised all the data collected from the research to map current journey and created persona for different roles involved in the eco-system. We identified the pain-points, opportunity areas, and conducted workshops with client to present emerging themes and co-ideate the future vision. We created the future customer journeys for all the service lines and defined experience road-map with prioritised services and scope for the MVP’s. We defined the experience principles to guide the design realisation of the FCJ.