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Improve the experience of physicians and patients during virtual visits
Research, Product managment,
Product Concept, UX / UI design, Service design, Prototyping
15 team members
2023
Figma, Sketch, AE, Rhino
The program is academically sponsored by the Mayo Clinic at SCAD for the Winter 2023 semester.
Provide a better and more professional experience for the responsible physician and patient when the patient needs a virtual visit.
With virtual visits as a new healthcare option, physicians and patients need a service experience more in line with online healthcare.
Video appointments are another way that Mayo Clinic Health System provides care to patients. Patients can start a video appointment from the comfort of their home or other place via their mobile device or computer. But doctors lack a separate space for video with patients, and currently mostly respond to patient video visits in shared offices, where noise and the activity of people in the background don't provide a professional and safe healthcare experience for doctors and patients.
We created a separate space for physicians to participate in virtual patient visits based on the available space provided by Mayo to minimize environmental disruptions to medical care and increase the security of patient information.
We offer two solutions to provide a safe and professional virtual visit experience for doctors and patients.
Trident - Near term solution
Trident is an onboarding office customization system dedicated to maximizing the efficiency of personalized office spaces through cultivating a space of increased morale, privacy, and expression of physicians’ personal styles.
Atlantis - More long term solution
Atlantis is an innovative long-term, unique solution for empowering Mayo Clinic physicians to have the most efficient and secure virtual visits in the entire healthcare industry.
We seek to provide this unparalleled experience by implementing:
This experience will deliver morale-boosting features such as:
Ban, a physician about to start at the Mayo Clinic, received an email containing an onboarding website. Here he can choose an office style that meets his individual needs to help make his work experience more efficient and comfortable. Once Ban is on board, this personalized, self-contained office will help him provide more efficient and professional care during his virtual visits.
Our onboarding service allows physicians to pick their own office style that resonates with their individualized wants and needs. We have three unique office kits, with various opportunities for customization. By letting physicians personalize their space, we seek to empower them to better, more productive workflows.
Personalized Office Spaces
Style A : Tide Pool
With a focus on serenity, accessibility, and minimalism, the Tide Pool office kit champions the “less-is-more” mentality in its interiors.
Style B : Estuary
The Estuary office kit celebrates creative overlap and innovative problem solving through funky, cheerful interiors.
Style C : Lagoon
For the laid back lounge-lover, comfortable chairs and warm, welcoming interiors, make the Lagoon office kit the perfect cozy-yet-professional workspace to both work and unwind in.
Workspace Zoom Background
Realistic background for virtual visit has also been a concern at hand, and we designed the individual pods keeping that in mind. The physicians will not need virtual backgrounds and the wall behind them would act as their zoom background. Maintaining trust, privacy and professionalism for MAYO.
Incorporating lighting strategies that support the body’s natural sleep-wake cycle can help physicians maintain a healthy circadian rhythm, that can lead to improved productivity, mood, and overall well-being.
Floor Plan
With the available square footage, a non-load bearing interior wall partition can be installed to design 16 individual physician offices that will follow medical codes while inspiring innovation. The suggested dimensions produce the greatest levels of functionality, circulation, and comfortability for each physician.
Since noise is one of the most critical pain points for Mayo Clinic, we dedicated time and research to understanding the current noise circulation of the space. Through this, we determined the best layout for barriers to prevent, redirect, and soften noise in the space. These noise blueprints show the current space and proposed space, as well as how technology such as absorbers and diffusers interact with the interiors.
We seek to create Atlantis Space as means to:
This concept will reimagine the future of virtual visits through:
Physician journey
Our physician Sebastion receives a request for a virtual visit. He arrives at the office, gets a cup of coffee, chats with a few coworkers, and checks his schedule on his laptop. Sebastian comes and find his meeting pod based on the information on the outside screen. During the virtual visit, Sebastion communicates the situation with his patient through the screen in Atlantis space, and the meeting room enter the meeting mode. The conversation goes well. Once Sebation leaves, the room shuts down all the settings and return to standby mode, automatically scheduled for the next meeting.
Patient journey
When our Patient gets the next steps, and she decides to fly to Jacksonville Mayo for the further treatment plan. Atlantis space greets patients with the Mayo Clinic welcome Our physician sebastion enters the Atlantis space (switches to meeting mode) and communicates with our patient. They have a smooth talk and his patient has full trust in the our physician sebastian and is hopeful for the future. They are on agreement in the next steps..
Physician will use that anytime when they need to have privacy and immersive meeting. During the meeting, the virtual assistant turns on the Switchable Privacy glass and the Acoustic Panels on both sides of the room, which is the meeting mode. When the doctor arrives, he will sit and start talking to the patient and take some notes. He can use the screen to talk to the patient and view patient information.
In atlantis space, our physician can reservice Atlantis both outside of pods and from his laptop schedule system. For example, when the meeting pod is available, sebastian can click the reserve button to reserve Atlantis for meeting. This is how our Physician Sebastion check his meeting schedule and reserve atlantis outside of the pod. The Atlantis assistant shows different available slots of the meeting pod. This reserve system can be consistent with the internal system.If the meeting pod is in the use, it will show” busy”, and our physician can reserve atlantis for other time.
When our patient wait there in the pod, the atlantis assistant will greet her on the screen with mayo clinic welcome and basic information page.And later when our physician sebastian gets in, he will use the information sceen and explain the details to his patient.
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Floor Plan
Our concept will integrate with the existing space, which means there could be 6 atlantis pod in the central of the space and it has the clear visibility. So our physician can book the pods when they want to use
We took a site visit to the Mayo Clinic in Jacksonville and interviewed 12 Mayo Clinic staff members.
Innovation is built from nuance. We created a stakeholder map based on extensive research on interior design and the virtual visit practices to highlight the array of stakeholders linked to our work.
Our ideation was driven by identifying pain points in the physician virtual visit journey to consider how to improve the day-to-day experiences of users.
At the end of the day, our primary goal is people-driven research. Through on-site interviews with a variety of doctors and hospital administrations, we crafted an empathy map to emphasize the experiences of physicians to drive our solutions.
Midpoint Feedback Workshop
Goal:
After visualizing and presenting our initial concepts for midpoint, we facilitated a feedback workshop in order to gather valuable feedback from our client. Through this workshop, we were able to better understand the user needs and create designs that exceeded expectations.
Workshop Methodology:
Rose, Bud, Thorn is an effective exercise to understand what’s working, what’s not, and areas of opportunity for future ideation. We sought Mayo Clinic’s input as we continued this process to hear what concepts were most appealing to the clinic and what further work should be generated for. Here are examples of roses, thorns, and buds for creative brainstorming and feedback:
Outcomes:
Through this workshop, we were able to…
Concept Definition Workshop
Goal:
Our workshop is centered around going deeper into the definition and storytelling aspects of our concepts.
MoSCow:
We use MoSCoW prioritization as a blueprint for visualizing product features. Using the MoSCoW method at the beginning of the design phase (or toward the end of the research phase) can provide clarity of design strategy throughout the process.
Steps:
Shelby, she’s 37 and has been practicing Gastroenterology for 2 years at Mayo Clinic. In her office she wants more personalization, comfort and flexibility, but she needs more office space, privacy, and a quiet space. Right now Shelby thinks the zoom background is unnatural, her virtual visits are distracting to her coworkers and the space she’s in doesn’t fit her needs. This leaves her feeling neglected, unmotivated, and low in morale.
Sebastian, he’s 55 and has been a practicing Orthopedic physician for several years at Mayo Clinic. In his office he wants an innovative space, more free time, and an area that allows for individuality, but he needs a private space that allows for customizable technology and a quiet workspace. Right now, Sebastian thinks that his current office has fixed interiors, is loud and distracting and lacks flexible, new medical technology, which leaves him feeling frustrated, annoyed, and disrespected.
Atlantis Future Service Map
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