Utilizing Design Thinking, the team addressed the challenge of “How might we provide an exceptional service experience to our clients across their entire journey within our Public Health Unit?” Initial research included user satisfaction surveys (telephone and paper) to understand the user behaviours, needs and attitudes. Respondents to the surveys were invited to participate in face-to-face interviews to allow further research into the user’s perceptions, experience with the services and whether the service met user expectations.
During the two day sprint, data was shared, user journey was mapped, and areas of the service delivery with less than optimal user experience highlighted. Prototypes were developed, clients and families (sprint participants and individuals accessing the service) trialed the prototypes, and provided input.
Changes implemented and in progress include:
- Redesign of waiting room, through lens of harm, (screen time, stress, anxiety, designated play area, Infection Prevention Control (IPC) standards) and child friendly focus
- Children play area-more secure area
- Woodland theme mural-reflecting healthy choices with child friendly health messages, incorporating prompts for parents and children to engage in finding the health messages
- Bottle filling station-provided better access for the children and reinforce message of the number of plastic bottles avoided when station used
- Painting room-children friendly paints that meet IPC standards
- Renovations to the Lactation Clinic area to reduce stress and anxiety
- Relocation of change station-main bathroom to a stall to ensure more relaxed and safe space
- Engagement of Medicine Hat Early Childhood Engagement Coalition (40 Community Agencies) in planning for the children’s area