Download - The Healthcare Hotel

Master in Service and Experience Design 2011Second Workshop: hospital[ity] - at home away from homeProject Leader: Jan-Christoph Zoels Assistants: Nicole NeubergerProject Title: The Healthcare Hotel Team Members: Katie Chen, Dilara Durak, John Welch

The Healthcare HotelThe Healthcare Hotel

Contents Page

Project Context 3Our Proposal 7Feature Details 11 Help Me Plan 12 News From Home 22 Collaborative Map 32Feature Snapshots 42 Facilities 43 Healthcare-Specific Support 44Value Proposition & Potential 45 Appendix 51

Topics

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Project Context

general information

project leader

Jan-Christoph Zoels

project assistant

Nicole Neuberger

launch

Nov 14rd 2011

presentation

Dec 21th 2011

master in service and experience design 2011-2012

at home away from home

Healthcare Tourism in Milan

“Over 100 000 people from other parts of Italy arrive each year”

“Stay on average 3-10 days”

“Often they are accompanied by relatives”

Design Objectives

“The goal of this workshop is to investigate what ‘hospitality’ could look like in the future for patients and their relatives, and to envision service models able to support them.”

- Quotes from the hospital[ity] project brief

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Problem Setting

Problem Opportunity

Provide Healthcare Support in a Hotel Setting

Offer Mid-Priced Healthcare Housing

Offer a Range of ServicesSocial Housing Have Limited Choice of Services

Hospital Housing is High-Priced

Hotels Don’t Cater to Healthcare Tourists

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Our Hospitality Model

Comfort

Planning, GuidesAffordability

Convenience

Social Connection

Health Support

Personalization

DiscoverabilityEase of Use

Choice of Service Quality

Ideal Healthcare Hospitality

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Social Housing AffordabilityCommon SpacesSocial Connections

Healthcare Hotels Healthcare NeedsPersonalizationNot Social

References & Inspiration

CasAmicaHealth Care Hotel Helsinki

Gaustad Hotel, Oslo

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The Healthcare Hotel

A hotel providing facilities and services specifically designed for healthcare tourists. The aim is to meet needs such as comfort, affordability, and health-specific support.

Keywords: Comfort, Affordability, Sociality, Ease, Choice

Our ProposalOur Proposal

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Stay

Planning Transport• Booking Assistant• Help Me Plan

• Shuttle Bus (Handicap Accessible)• Shared Cars

Medical• 24-Hour Medical and Mental Support• Appointment and Medicine Reminders• Health Vending Machine• Emergency Assistance Bracelets with Deposit

Social• Collaborative Map• News From Home• Hometown Recipes

Facilities• Connecting Rooms• Apartment Rooms• Artist-Designed Rooms• Medical Equipment

Comfort and Support• Shopping Helper• Catering

Basic AmenitiesCommon Kitchen, Common Living Room, 24-Hour Room Service, Restaurant, Fitness Center, Pool/Hot Tub

The Healthcare HotelService Offering Map

Service Offering Map

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Stakeholder Map

DoctorSupplier Transportation

H- HOTEL

TransportationFlow

InformationFlow

MaterialFlow Nutritionist Farmer

CookPsychologist

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A Range of Pricing Different hotel room types

Different levels of service

Different costs

References Capsule Hotels

Ryanair

Personal Shoppers

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Business Model Considerations

Personal Shoppers

RyanairCapsule Hotel

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Detailed Information on Three Core Services

• Help Me Plan• News From Home• Collaborative Map

Feature DetailsFeature Details

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Feature Details: Help Me Plan

Summary

A service that helps guests create daily schedules by combining their personal information with daily activities, transport information, and hotel activities.

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Feature Usage: A Scenario

Giacomo & Laura

Help Me Plan

Meet Giacomo and Laura

Giacomo is a 50-year-old man who has a series of checkups after his heart surgery six months ago. His appoinments take place over one week. He is traveling to Milan with his wife Laura. 1�


Giacomo discovers Help Me Plan

When Giacomo checks in to the hotel, the receptionist informs him of the Help Me Plan service and offers to guide him through using it.

Help Me Plan

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Giacomo is guided through the creation of his schedule

The receptionist helps Giacomo combine his appointment times with activities offered by the hotel and daily activities such as grocery shopping.

Help Me Plan

Add to Schedule

Add an AppointmentDate

Set Location

/ /Select a date range

Start EndtoTime

Location

Add a Reminder

Choose Activities

Appointments

Daily Needs

Classes

Social

Exercise

Other

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Giacomo chooses to be reminded of his appointment

The reminder can be sent as an SMS, email, personal phone call (at additional cost), or sent to online calendar.

Help Me Plan

Set Reminder

Add a Reminder

1SMS hours

Add Another Reminder

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Giacomo chooses to have his schedule printed

His schedule combines appointment, transit, tourist, and daily needs information. He could also have his schedule emailed. The back of his schedule contains location and transit details.

Help Me Plan

Giacomo RossiDec 22ndDec 22nd

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Hour Appointments Other Activities Notes

Giacomo Rossi

Diagnostic Test with Dr. Marino

Travel via Metro - Green Line

Groceries

Dinner in room

Tea Time

Continental Breakfast

Travel via Bus - 57

Shopping

Travel via Metro - Green Line

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While shopping, Giacomo receives an appointment reminder

When creating his schedule, Giacomo chose to be sent an SMS reminder one hour before his appointment.

Help Me Plan

NEW SMS Appointment: 1 Hour until your visit with Dr. Marino. Transit info on the back of your schedule.

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Later, one of Giacomo’s appointments is rescheduled

Giacomo is able to use the Help Me Plan kiosk to update his schedule. It’s easy for him to do after seeing the receptionist use the service.

Help Me Plan

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System Map Help Me Plan

Guest Help Me PlanKiosk

WeeklyClasses

Hotel Staff

Reminders

Cultural Events

Shopping

MedicinesAppointmentsWake-up calls

Collect Infofrom Guest

PrintSchedule

ReceiveSchedule

Collect Infofrom Guest

SendSchedule

InformationFlow

MaterialFlow

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Customized scheduleConsidering transportation between locations; providing professional suggestions for different patient’s conditions

Time controlBesides planning the activities and transportation time, the guests can also choose to receive reminders

Daily life as usualHelping guests perform daily activities as they would at home

Privacy ProtectionThe choice of support from a professional staff or self-service usage

Benefits Help Me Plan

For Users

Accumulated expertise Learn more about guests’ needs in health tourism in order to provide better services

Market differentiationProviding a service that makes the healthcare hotel stand out from others, and that healthcare tourists find valuable

For the Provider

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Feature Details: News From Home

Summary

A service offering news from a guest’s hometown, family, and friends. Printed and slipped under the guest’s door each morning or night.

Collected, designed, and printed to create a beautiful and meaningful connection to one’s home.

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Paola

News From Home

Meet Paola

Paola is a 40-year-old woman traveling to Milan for oral surgery. She is single and will be traveling alone. Her surgery requires her to stay in Milan for one week in order to recover. ��


Paola discovers News From Home

After booking her room online, Paola reads a confirmation email that provides a link for her to customize her news.

News From Home

Booking Confirmation [email protected]

Schedule your free personal newspaper!A printed paper delivered while you stay, with messages from friends and hometown news. Just choose the news you want to see and invite your friends, we’ll take care of the rest.

Customize your news and invite friends.

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Paola customizes her news and invites contributors

Paola follows the link from her email. She chooses her news location and topics, decides when she wants the paper delivered, and then invites family and friends to contribute.

News From Home

Send Invites

Step 2: Invite Family & Friends

Enter Email Addresses

Or, Invite Using:

[email protected], [email protected], [email protected]

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Your MessageSo, I'm going to be in Milan next week for surgery and I'd love to hear what's happening back home. There's a really cool service my hotel offers that will create a newspaper from the messages you send me! Can't wait to hear from you,

Paola

Next Step

Sports

Politics

Cultural Events

Weather

Florence, Italy Set Location

Step 1: Customize News

Choose Topics

Set Delivery Time

Evening (5 PM)Morning (9 AM)

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Paola’s friends receive her invite and send her news

It’s easy to send Paola news. Her friends can simply reply to the email invite, visit the News From Home website, or use one of their social network accounts to send her a message.

News From Home

Send Your News

Send Paola Your News

Story Text

Or, Send Using: f

Your Headline

New Coffee Shop in Town

The new coffee shop opened, and it's really good! We know you'll be better soon, and able to drink lots of coffee.

Your Byline Giulia & Antonia

Upload a Photo

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Paola relaxes with her news after a busy day at the clinic

She’s happy to hear from her friends and family in a beautiful and easy to use format. She doesn’t have to call or email or Facebook anyone, but she still feels connected.

News From Home

50% Chance of Rain

TemperatureHigh 10° CLow 5° C

Francesco planted the garden today.

Daily news from family, friends and your hometown of Florence. December 22, 2011

news From Home

florence

The new coffee shop opened, and it’s really good! We know you’ll be better soon, and able to drink lots of coffee.

family & friends

weather tuscany welcomes soap opera

Palazzo Strozzi Money and Beauty Bankers, Botticelli and the Bonfire of the Vanities; Until January 22.

MamBoArte Povera 1968; until December 26

Call it a sign of the times: China Central Television is shooting a big-budget soap in Tuscany.

Titled “The China Story,” the $14 million, 40-episode sudser is centered around a family that emigrated from the eastern coastal province of Zhejiang to Tuscany, where they find hardship and eventually success. Shepherded by prominent Chinese TV personality Cui Yongyuan, the saga is targeting a potential aud of more than 1 billion.

He put in a 10 rows of tomatoes! We missed having you with us in the garden, but we know you’ll be better soon. Rest up and we’ll see you next week. Love you! Your sister,

top news

- Antonia

arts guide

New Coffee Shop in Town

- Giulia & Antonia

BirrificioMostodolce, of Florence Italy, is awaiting the return of Paola from Milan to imbibe their new creation. In her stead, one Giacomo has offered to sample the latest brew.

Birrificio Has a New Brew

- Giacomo f

Two teeth and ten steps later, your nephew, Simone reached the pinnacle or toddler achievement by crossing the living room floor. Rumor has it that he’s planning on following the stunt with a self-guided tour of the bathroom sometime during next week.

Nephew Takes First Steps

- Andrea

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Journey Map News From Home

DeliveryNotification Setup

Touchpoints

Be Notified at Booking

Opt In/Customize News Topics

Invite Family & Friends

Receive Printed Newspaper

Stages

Receive Invite

Send Message

Get Confirmation

Print & Deliver Newspaper

Hotel Guests

Family & Friends

Hotel Staff

• Website• Phone

• Website• Front Desk

• Website • Email • Website• Email

• Website• Email

• Website• Print Out

• Print Out

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System Map News From Home

Guest News From Home

Friends&Family

Local Aggregator

H - HOTEL

Collect News

Collect Mail

SendNewspaper

Print Newspaper

Collect Info

Send to Friend

CollectInfo

MaterialFlow

InformationFlow

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Personalized News Services like Flipboard, Summify, and Paper.li offer news based on social connections. Apps like Zite curate the news for you, based on your topical interests. These services also automatically lay out the news in custom-designed formats.

Local News Services like Google News and Topix offer news specific to one town. .

The Appeal of Print Berg’s Little Printer shows the appeal of well-designed, printed materials persists in the digital age.

References News From Home

FlipboardLittle Printer

Google Local News & Topix

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Connection to HomeA playful engagement of friends and family

Easy-to-use format A printed format means you can read the news while eating breakfast

Social messages aren’t missedA person may be “offline” all day and would otherwise miss the digital messages sent to them Messages are easy to send Email or simple website access means a low barrier to entry

Something to look forward to The timing of the service builds anticipation

Benefits News From Home

For Users

Market differentiationProviding a service that makes the healthcare hotel stand out from others, and that healthcare tourists find valuable

For the Provider

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Feature Details: Collaborative Map

Medical Hospital Rehabilitation Center Pharmacy

Tourist Guide Landmarks Shops Tourist offices

Transportation Metro Bus Tram Bikemi Parking Gas station

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Restaurants Vegetarian Food Ethnic Food Local/Organic Food

Daily Life Supermarket Laundry

Entertainment Theater Sports Music Art

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Summary

Touchscreen map for sharing and finding locations. Locations are categorized, rated, and commented on. Directions and location information can be printed.

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Service Mockup Collaborative Map

Time: 14:20Touch Screen

Google Map API

Region Quick Select

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Time: 14:20Six categories related to medical tourism

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Time: 14:20Total number of stores in the region

Check boxes for multiple choices

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Time: 14:20Send to Email or Print the Map

Add a New Location

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Time: 14:20Select for Details

Include the address, phone, operation hour, website address, rating, and numbers of rating

Rate and Write a comment

Distance Calculator

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Time: 14:20Different Criteria for Evaluations

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System Map Collaborative Map

Guest Collaborative Map

ATM

Tourist Information

Local Business

Print Map

Add Suggestion

InformationFlow

MaterialFlow

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Health Communities Health patients are likely to share useful information with other health patients.

Crowdsourcing Collaborative information services such as Wikipedia have proven feasible and effective.

Mapping Mapping API’s such as Google Maps allow custom-developed maps.

References Collaborative Map

Crowd MapWikipedia

Patients Like Me

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Easy Navigation, Knowledge of LocationsGuests can quickly be familiar with their new environment and aware of their options

Contextual InformationCompared with general tourism information, knowledge from other hotel guests is more useful

Benefits Collaborative Map

For Users

Increased Customer LoyaltyDifferentiation from other hotels

Less Staff Time Spent on GuestsSelf-service option allows guests to get answers on their own

For the Provider

Targeted advertisingA free advertisement channel for healthcare-related businesses

For Local Businesses

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Brief Views of Additional Services

FacilitiesModular RoomsArtist-Designed Rooms

Healthcare-Specific Support24-Hour Medical and Mental SupportHealth Vending Machine

Feature SnapshotsFeature Snapshots

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Facilities

Modular Rooms

Room Types

Small, single bed rooms

Standard rooms

Rooms with kitchen

Rooms with kitchen and living room

Connecting rooms that form apartments

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Artist-Designed RoomsIn order to avoid a hospital feeling, we envision custom-designed rooms.

Doors connecting two rooms

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Healthcare-Specific Support

24-Hour Medical and Mental Support

A partnership with doctors and psychologists for 24-hour on-call availability

Health Vending Machine

Non-prescription drugs, health aids, healthy food

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• Values for Actors Involved• Possible Future Developments• Applications to Social Housing• Proposed Next Steps

Value Proposition & PotentialValue Proposition & Potential

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Values for Actors Involved

Better Support of the Healthcare JourneyThe location and use of services is simplified through the hotel’s coordination

Choice of QualityThe ability to determine the level of service desired, matching needs with context

For Users

Increased Customer LoyaltyDifferentiation from other hotels

Increased Business from Health Tourists

For the Provider

Increased Business from Health Tourists

For Partners

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Possible Future Developments

Integrate services E.g. combine Help Me Plan and Collaborative Map

Provide access from other touchpoints • News From Home: applications for social network sites • Kiosk services: provide applications for smartphones/tablets, website

Offer packages Travelers can book transportation, food, accommodation, etc. with one purchase

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Applications to Social Housing

Self-Service Services that can be automated may take strain off of volunteers (Collaborative Map, Help Me Plan, Health Vending Machine)

At-Cost Services Offering of additional services at cost (Shopping Helper, Catering)

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Proposed Next Steps

Validate Concepts

Prototype

Test with users

Refine

Repeat

Assess Business Feasibility

Additional Competitive Research

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Katie, Dilara, & John

Thank You!Thank You!

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Appendix

Printed Materials50 Ideas to Improve Healthcare Tourism

Healthcare Hotel Offering Map

News From Home: Newspaper Mockup

Help Me Plan Daily: Daily Schedule Mockup

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Download - The Healthcare Hotel

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