Healthcare Design Strategy
Siemens Healthineers
How Does An Improved Patient Experience Drive Business Value?
Helping patients has a clear purpose—not just ethically, but also in driving meaningful impact. Beyond its human-centered significance, enhancing the patient experience brings substantial business value. It not only enables hospitals to operate more efficiently but also creates future service opportunities that can be monetized. To unlock this value, it is essential to place the people you design products and services for at the heart of the design process.
Strategy
- Employed a holistic approach grounded in human-centered and evidence-based design principles.
- Focused on understanding the emotional, psychological, and physical needs of patients.
- Defined clear goals and business objectives in collaboration with diverse stakeholders.
- Established key principles for the patient experience strategy, ensuring alignment with human-centered and evidence-based design methodologies.
Research
- Conducted both quantitative and qualitative research to gather insights that informed the strategy.
- Organized co-creation workshops and interviews with a diverse range of stakeholders, including patients, psycho-oncologists, physicians, as well as product and service designers.
- Developed actionable recommendations based on insights to enhance the patient journey, leading to measurable improvements in experience.
Concept
- Designed healing environment concepts with clear interior design guidelines.
- Developed a digital twin mobile application as a central portal for the patient journey.
- Conducted iterative user testing and feedback sessions to refine concepts and guidelines.
Realization
- Implemented comprehensive recommendations for hospital layouts, starting from initial planning.
- Applied the developed principles for a patient experience strategy and effectively communicated them to stakeholders.
- Integrated physical and digital touchpoints to create a seamless patient journey.
Outcome
Thanks to the holistic approach and comprehensive strategy, the project was well-guided, successfully creating business value by enhancing stakeholder experiences. Stakeholders reported greater satisfaction with their interactions. Patients expressed a higher likelihood of returning to the hospital and demonstrated increased trust in Siemens Healthineers as a brand. Medical staff experienced fewer disruptions, enabling them to assist more patients, ultimately improving patient throughput and driving better hospital performance.
Reception are designed with separators for privacy so that patients don’t have to share information with other people, various heights of reception desks in order to be accessible for wheelchair users, children. Digital log in options, overview of hospital map for easier navigation.
Welcoming waiting area designed with lush greenery to foster a natural, calming environment. Large windows maximize natural light, reinforcing the connection to nature—one of the key principles guiding the design. Thoughtfully arranged seating balances privacy and accessibility, with designated quiet areas and elevated seating options to accommodate individuals with limited mobility, addressing another fundamental principle.
The waiting area keeps patients informed about remaining wait times, reinforcing the key principle of providing a sense of control. Additionally, a comprehensive wayfinding system ensures clear navigation, helping patients reach their designated rooms with ease and confidence.
Changing rooms are designed with thoughtful details such as hangers, handrails, and digital communication tools that connect patients to digital portals, providing real-time updates on exam procedures and integration with their smartphones. The design emphasizes both privacy and accessibility, creating a calming and informative preparation that streamlines the examination process.
To ensure smoother examination procedures, our strategy considers the needs of not only the patient perspective but also the one from medical staff. By applying a holistic approach enhances workflow efficiency will be enhanced, allowing medical staff to focus more on patient care.