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
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.
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.
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.