HEALTHCARE
City Hospital Mobile Intake Experience
City Hospital Group · 2025 · Lead Service Designer
Goal
Research
Frameworks
Insights
Impact
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Defining the Project Vision
The core objective was to streamline the patient intake process by identifying friction points at the intersection of clinical administration and service delivery. We established success metrics focused on reducing waiting times and improving data accuracy across multiple touchpoints.
Ethnographic Insights & Discovery
We conducted 15 hours of observational research and 12 stakeholder interviews. This allowed us to map the informal systems being used by staff to compensate for technical gaps, revealing hidden efficiencies and critical breakdown points in the current journey.
Service Blueprinting
Using the research synthesis, we developed high-fidelity service blueprints that bridged front-stage patient activities with back-stage operational support. These frameworks provided a shared language for IT, operations, and clinical staff to align on future-state requirements.
Key Opportunity Areas
Seamless Data Handover
Reducing re-entry of patient information by 40% through unified digital intake modules.
Automated Compliance Routing
Integrating regulatory checks into the clinician workflow rather than as a separate end-of-day task.
Measureable Outcomes
The redesigned service was launched across three pilot clinics, resulting in a significant uplift in staff satisfaction and a drastic reduction in clerical errors.
Wait time reduction
22%
Staff capacity increase
15%
Accurate data entry