Cozette Kosary, M.A., B.E.D.
UX Researcher and Strategist
Nurturing U
Group Project: Bob Bartels, Adriana Guzman, and Cozette Kosary, 15 Week Time Frame, Spring 2012
Finalist in Steelcase's Nurture Collegiate Healthcare Design Competition.
Mentioned in Blog and Published in November 2012 Issue of Design Healthcare.
Nurturing U consists of solutions that innovate a university clinic's check-in and waiting experience.
Phase 1:
Define The Situation
Methods:
User Interviews
-Stakeholders
-Students
Evidence Based Design Research
Phase 2:
Observe and Research
Methods:
Participatory Observation
Customer Journey Map
User Interviews
- Stakeholders
Walkthrough Analysis
Nurturing U stems from the need to improve the check-in and waiting experience for patients at Watkins Memorial Student Health Service Center. It seeks to offer both mobile technology solutions and spatial improvements to address patients' concerns with privacy, communication, and comfort when checking-in for an appointment and waiting to see the doctor.
Through Evidence Based Design and User Experience Research, a check-in application, check-in kiosk, separate waiting areas, updated décor, and alternative waiting areas, were designed to innovate the clinic's check-in and waiting experience and improve patients’ concerns with privacy, communication, and comfort.
Project Overview
Phase 3:
Reflect on Wants & Needs
Methods:
Personas
Situated Action Prototype Tests
- Paper Check-in Kiosk
- Paper Check-in Application
Spatial Relation Interviews
Design Problem
The Competition's Problem:
Challenged with this year’s theme of “supporting mobile work in healthcare,” students will research the current issues facing a clinical healthcare environment of their choice, determine opportunities for improvement, share their thought process, and prepare presentations demonstrating solutions that support the mobile work of healthcare professionals by accommodating the demands of the task at hand and supportive technology.
Design Teams’ Focus:
To Innovate Watkins Memorial Student Health Service Center's (Watkins) check-in and waiting experience for students and staff.
Phase 4:
Create A New Experience
Methods:
Situated Action Prototype Tests
- Check-in Kiosk
- Check-in Application
Spatial Planning
- Zoning
- Alternative Waiting Areas