Children’s Medical Center

Patient Arrival Experience

Opportunities

A conceptual sketch study of how a clumsy entry sequence could be made better with a few simple additions not too radical or costly.

This work was done while employed at hga, the study was conceived of by the experience designer and the sketch project was purely speculative.

Arriving at this hospital is currently a dirty and unbalanced experience. We have studied the experience and its impact to patients, and have created sketches to visualize a clean, welcoming experience.

Radiology, a cornerstone experience for the patient journey, has been given a front door by way of an inviting stairway in the atrium. This stairway brings movement and vitality to the space, and clarifies wayfinding for patients arriving for diagnostic / radiologic services.

Overview

We think about the arrival experience as the flow over time of a patient through the compliment of spaces and experiences that, together, make up a whole experience. We refer to this as a ribbon of experience.

The ribbon of experience when arriving for imaging includes:

– the approach from city street– entry to parking lot– parking lot– entry area including elevators/escalator– security check-in– atrium, elevators– Radiology department

Ribbon of Experience

Sketches of the Arrival Experience

In the pages that follow, we visually demonstrate the opportunities for improvement of the entry experience. Included are: photos of the existing site, a 50% overlay of the suggested design, and a sketch of the opportunity.

The pages contain images in the order experienced by the patient as they arrive to the point where they arrive at Radiology, including:

• Approach from the street• Drive down to underground parking garage• Walk towards underground entry to hospital• Take escalator up to the hospital entry• Enter hospital• Check in at security• Entry to the hospital atrium• Proceeding to Radiology

Approaching the Hospital

Approaching the Hospital

Approaching the Hospital

Into Parking Garage

Into Parking Garage

Into Parking Garage

Navigating Traffic

Navigating Traffic

Navigating Traffic

Underground Entry to Hospital

Underground Entry to Hospital

Underground Entry to Hospital

Halfway up Escalator

Halfway up Escalator

Halfway up Escalator

Approaching Hospital Entry

Approaching Hospital Entry

Approaching Hospital Entry

Entering Atrium

Entering Atrium

Entering Atrium

Taking New Stairway to Radiology

Taking New Stairway to Radiology

Taking New Stairway to Radiology

The sketches visualize the opportunities waiting to be realized at the hospital. The types of improvements demonstrate improvements in the areas of concern identified during observation and analysis.

The sketches made improvements that provide:(1) a good journey that is (2) balanced, and spaces that (3) sympathetically contain the patient.

The ribbon of experience upon arrival and proceeding to Radiology has been improved, resulting in an overall qualitative improvement in the patient’s experience.

Improved Experience