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Service innovation project to improve the patient experience in the DRS clinic, by introducing a consistent navigation through out the patient’s journey, and by improving the communication between the eye doctor and patient / family during the consultation.
Client: Singapore National Eye Centre
Visit Pack / Consultation Insert for Diabetic Retinopathy Clinic

Challenge

 

To improve the overall patient experience in the DRS clinic with a high proportion of elderly patients, who often feel the service disorienting and the long wait painful.

Insight

 

A hybrid approach combining training of the SNEC team with experience design consulting, where the mixed teams are co-creating new solutions based on the gathered insights from the clinic.

Result

 

An ongoing process, where 3 selected concepts are being developed for prototyping a new patient journey and experience service / tools  for the new DRS clinic.

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