Team members: 

Irene Yen-Hsuan Shih | Service Design, Royal College of Art
Lizzie Dutton | Service Design, Royal College of Art
Hyewon Lee | Service Design, Royal College of Art
Matt Myounghwan Han | Service Design, Royal College of Art

Kagaya GP

My Responsibilities: Concept Development, User-Centered Research, Service Design (1-week project, Autumn 2012)

 

The Challenge:

How might we improve the relationship between patients and receptionists of the NHS health care system? 

The Solution: 

Kagaya GP improves the relationship between patients and receptionists through the redesign of booking system and waiting area.

Kagaya is the best traditional ryokan in Japan, Kagaya. We analysed customers’ experiences in Kagaya, comparing the ideal Kagaya service with the current NHS service, and then think about how could we transform this extraordinary experience into the NHS system. Also, we had interviews with a doctor, receptionists and patients at this moment. 

The idea Kagaya GP would provide a better communication between patients and receptionists through the redesign of booking system and waiting area. In details, it includes five parts: first, patients could get feedbacks after making an appointment via text message. Second, Kagaya GP provides receptionists with enough background information about patients’ booking status and health condition in advance. Third, Kagaya GP has a new waiting area with welcoming atmosphere. Four, receptionists and patients could get informed updates after the doctor’s treatment. Eventually, patients could send feedbacks to the receptionist they met.