Medical service system:
how service designer contribute to process optimization
I looked into the orthodontics process from the perspective of service system, build new service blueprint based on research, help to achieve paperless medical interfaces, and clear visit schedule management for dentists, nurses, and patients.
Design Brief
Responsibilities and Skills
Project Type
Collaboration with Shanghai Ninth Hospital
Timeline and Teams
Orthodontics is a long process which will last for at least two years. During long-term treatment, a lot of medical documents and materials such as x-ray photos and plaster models will be produced. Shanghai Ninth People’s Hospital is one of the most popular hospitals which receives the patiences from all over the country. The large amount of medical documents and materials do impact both the daily work of doctors and as well the treatment experience of patiences. In order to solve the problem, I improved the current medical system, and designed a new type of medical card to make them work as the touch points.
2020
Personal Work
Service Designer
User Research
Product Design
Service System Design
01 Field Research
02 User Journey
03 Persona
“My life is busy, but for tooth treatment, I have to take a day off work, and waiting here half a day for a ten minutes’ treatment. Sometimes if i miss the notification on small screen, I have to wait for a whole day”
“I take my grandson here once a month, I can talk with many elderly people like me, so I enjoy long-waiting time ”
“So many patients, I feel exhausted when I go back home. But I have to insert the stupid flash drive into my computer and find my patients’ photos from almost 2000 photos of whole department”
“My workload is not heavy, Sometimes I have nothing to do, however, later I will receive lots of work. and then a lot of jobs waiting for me to finish in just few minutes”
04 Needs Map
05 Iteration
Guarantee the safety and stability of cloud information center
Number of information is incredible huge. Data would take up many spaces.
Nurses can‘t help doctor to record medical cases
Medical cases of patience must be recorded by doctors since they are confidential and require professional knowledge.
Give up Notification by phone
Elderly and young children who do not take a phone to hospital often miss the call and repeatedly take the number.
Some detail
When doctors write medical records, they have to measure the X-ray with rulers. Therefore, digital records should also add digital rulers.
The original management system is of the function to facilitate doctors to check and amount of medical materials. Therefore, the function should also be add into my design.
06 Service Blueprint
07 3D development
Function
Considering the hygienic requirements of medical environment, and medical cards are often been delivered, I gave up the direction of making the medical card into a wearable facility, choos to make the medical card which can be clipped to the cloth like a clip.
1. Clip to cloths
2. Clip to bag
Children can use a string to wear it around neck
Click on the button and change the mode to make your medical card more personalized
Here is a clip which can be used in diversity ways
3. Clip to medical cases
08 Management System Interfaces Development
User flow
Start from the main page, dentist start from here to view and edit patients' information, save medical graph and manage everyday tasks.
Add recording
Calendar in mainpage
Patients' recording
Detail schedule
1. Mainpage
2. Medical cases
3.Quick note
Doctors usually have some instant ideas and arrangements which should be recorded in time.
