SINAI HEALTH: COVID-19 SCREENING ENTRANCE
THE CHALLENGE:
As a team member of the Facilities Planning & Development, we were tasked to investigate the screening areas as Ontario moves into the re-opening of clinics at Mount Sinai Hospital. Screeners were undergoing a number of workflow issues.
Pain Points:
Noise, flow, busy times/long waits, accessibility, screener barriers, heat/code, etc
PROBLEM STATEMENT:
Improve experience of patients and staff entering Murray Street entrance of hospital.
role:
UX Researcher
Duration:
2 months
RESEARCH: CO-CREATION SESSION:
Gather a group of stakeholders - design team, screeners (people designing for), patients, project managers, consultants, clinicians, etc and investigate the current pain points to gain insight of the screening workflow issues.
To address noise and screen barrier issues, some of our team members visited neighbouring hospitals - Toronto General Hospital and Princess Margaret Hospital, to determine existing set ups. We did a comparative analysis. Solutions like screen barrier openings or adding microphones were explored.
The 3 hours co-creation session provided a lot of brainstorming, analysis, prototyping and ideating solutions to issues such as queue/wait times, accessibility and prepping for the incoming winterization of the screening areas (heat, code, etc).
Triaging the different individuals coming in were investigated. 2 use case personas evolved as a guide for creating separate lines for a)pregnant patients and b) elderly patients as they were the patients that took the longest to get in. They were the best examples to create solutions from as they addressed a lot of accessibility issues. A separate queue for couriers, delivering lab/blood results made sense.
next steps:
Project plan went through iterations and were submitted for executive approval and funding purposes. A project manager from the implementation team and EllisDon carried over tasks for executing the winterization and re-design of the screening area.
SOILED ELEVATOR STUDY
the challenge:
Applying UX principles by anchoring human centred design methodology (understanding, ideating and prototyping) and redesigning the front-line service delivery process and soiled elevator utilization to support newly constructed Medical Device Reprocessing Department (Level 1) and Perioperative Services (Level 7).
ROLE:
UX Researcher
Duration:
1 month
research: SOILED ELEVATOR SIMULATION
Working alongside a Project Consultant, Human Factor Specialist, Operational Readiness Project Manager and 2 MDRD staff, we were able to conduct a soiled elevator simulation.
The simulated elevator prototype allowed us to test the time and efficiency as if the MDRD carts were being transported in real time. Observations were tracked along the way. This allowed to tweak the flow and generate an efficient path and allowed times before the MDRD department opened its doors.
next steps:
Findings were presented to the Executive Team for approval and funding. MDRD cart transportation data and the team responsible for the waste collection data transferred over to the implementation and transition team for review with the MDRD Director.