Cozette Kosary, M.A., B.E.D.
UX Researcher and Strategist
Nurturing U
consists of solutions that innovate a university clinic's check-in and waiting experience.
Design Team:
Adriana Guzman, Bob Bartels, Cozette Kosary
Duration:
15 Weeks, Spring 2012
Deliverables:
Check-in Kiosks, Check-in Mobile Application, Alternative Waiting Areas, Spatial Renderings
Publications:
Finalist in Steelcase's Nurture Collegiate Healthcare Design Competition.
Mentioned in Blog and Published in November 2012 Issue of Design Healthcare
Phase 1:
Define The Situation
Methods:
Current Data Analysis
User Interviews:
-Stakeholder: Diana Malott
-Students
Evidence Based Design Research
Phase 2:
Observe And Research
Methods:
Participatory Observation
Customer Journey Map
User Interviews -Stakeholders
Walkthrough Analysis
Project Overview
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.
Phase 3:
Reflect On Wants & Needs
Methods:
Goals, Objectives and Policies
Personas
Situated Action Prototypes:
-Paper Check-in Kiosk
-Paper Check-in Application
Spatial Relation Interviews
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.
Design Problem
Phase 4:
Create A New Experience
Methods:
Situated Action Prototypes:
-Check-in Kiosk
-Check-in Application
Sketch-up Spatial Prototyping
Spatial Planning Renderings
Phase 1:
Define The Situation
Phase 2:
Observe And Research
Phase 3:
Reflect On Wants & Needs
Phase 4:
Create A New Experience
Final Thoughts and Contributions