Patient Experience

How do you effectively evaluate customer experiences in a high-stress medical environment?

We worked with a primary care clinic to better understand their patient experience. Our client was concerned that they were not getting an accurate review of changes to their patient journeys from the post-appointment surveys. The dedicated team at Hopscotch developed a series of research activities to evaluate the new patient experience and get the answers our client needed. Our goal was not just to communicate the results to the nursing staff and management team. We knew early on that team training and a guided solution ideation session would make the most of their budget and resources.
We strive to help clients use the results of our work long-term. This results in large posters that get hung up in lunch rooms; strategy guides that work now, and for feature improvements down the road. For this client, their internal research team was comfortable developing quantitative surveys. We worked closely with them to share our methods for capturing nuanced information via observation, interviews and user-based activities.
  • Qualitative research
  • Contextual research
  • Formal interviews
  • Observations
  • Executive working sessions
We learned that the changes to the patient experience were welcome, but didn’t go far enough to alleviate the stress patients felt throughout their appointments. The Journey Maps, drawn by research participants, indicated that patient destress moments came at the very end of their visit. Which meant that throughout their journey they had higher than normal cognitive load, decreasing their ability to ask questions and retain the answers.
When it comes to challenging results, our team at Hopscotch uses design tools to help brainstorm solutions. In this instance, we used the patient journey and adjacent experiences that patients are familiar with (example: shopping at Target, and a hair appointment) to help the clinicians and management ideate solutions that would feel familiar, yet fit within the medical environment.

Using Adjacencies

We used adjacent experiences to brainstorm new modes and behaviors that could improve the patient experience. The exercise provided the client with a new approach and perspective of their daily challenges.

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Remote Research
Medical Product Design