Recover
Personal Roles #Project Management #Client Relationship Management #Research Lead #Service Design #Co-create #Facilitation
Partner @Aaron Clinic成都青羊亚伦诊所
Partner @Aaron Clinic成都青羊亚伦诊所
Redesign the recovery journey, bringing hope with doctors.
HMW
How might we utilize Aaron Clinic's existing resources to provide warm services to long-term patients and those potentially in need that are more closely aligned with Aaron's values and form sustainable, intimate communities?
The Story
Background
Experienced psychiatrists founded Aaron Clinic to address the challenges in China’s mental health system, including long waits, overcrowding, and uneven resource distribution in public hospitals. By creating a private clinic, they provide high-quality mental health services and foster better connections with patients.
Result
The project integrates service processes, brand values, and interactive touchpoints, such as Educational Brochures, Recovery Garden, and Recover Plan Cards. These elements strengthen patient-staff connections, creating a more supportive and engaging community within Aaron Clinic.
Selected Process
Design Strategy
According to ABCD Theory, we co-design with the team by leveraging the existing environmental resources, brand vision, and the doctors' knowledge of Aaron Clinic. The team focused on exploring these major design questions:
1. What is the workflow (service process) of different staff members?
2. How do community members (internal and external) use the space?
3. How do doctors view the value of recovery? What behaviors do they think reflect these values？
1. What is the workflow (service process) of different staff members?
2. How do community members (internal and external) use the space?
3. How do doctors view the value of recovery? What behaviors do they think reflect these values？
Map The Srevise: Through three structural interviews, we sorted out the relationship between the staff the patients, and their families in the clinic. We found that the interaction between doctors and other members in the service process was very limited, and the patients' families were almost isolated from the interaction.
Using Research Prompts: We used this tool to understand how community members used the clinic space.
Redesign the Service
Here are the insights we discovered during our research:
1. Doctors are only involved in the consultation process within the existing service flow, falling short of their aspiration to extend their knowledge and expertise throughout the entire patient recovery journey.
2. Most patient companions do not interact with anyone, objects, or spaces during the process.
3. As a public space, the meeting area is rarely used by stakeholders other than doctors.
1. Doctors are only involved in the consultation process within the existing service flow, falling short of their aspiration to extend their knowledge and expertise throughout the entire patient recovery journey.
2. Most patient companions do not interact with anyone, objects, or spaces during the process.
3. As a public space, the meeting area is rarely used by stakeholders other than doctors.
Redesign The Service: We connect doctors, nurses, patients, and their families by leveraging interactive meeting spaces, allowing the brand's image and values to be reflected in the newly added service touchpoints.
Leverage Doctor's knowledge
We learned about the ten principles of recovery from doctors, and hope to leverage their understanding of recovery to design interaction methods and prompts. We brainstormed with doctors and selected prompts for interaction with patients and their families to help them better understand the community's feelings and aid their recovery.
At the same time, we asked the doctors to co-create more than seventy meaningful words for use in Package Cards based on the different focuses of the ten elements of recovery.
At the same time, we asked the doctors to co-create more than seventy meaningful words for use in Package Cards based on the different focuses of the ten elements of recovery.
Barin Storm With Doctors: Together with the doctors, we came up with some questions that could be used to interact with community members based on how each recovery element shows itself in life, and through the prototyping interaction process, we selected the above six questions for interaction prompts in the Recover Garden.
Show the value in touchpoints: We added a package card to the medical package stage, which is a relatively weak stage in the service flow and added meaningful words from doctors to strengthen the connection between the communities by brainstorming and co-creating together.