Creating inclusive hospital spaces amongst systemic tensions
2021-2022
Systemic service design aiding a healthcare system to listen deeply to its community and foster systemic change in care experience
Overview
Client
St. Paul’s Hospital and Coeuraj
Challenge
Use a collaborative design approach to transform a hospital’s entry experience to become safe and welcoming for a diverse community by engaging stakeholders in a co-design process.
Scope of Work
Desk Research
Interviews & Workshops
Framework development
System Mapping
Data Stewardship
Data Synthesis
Strategic Insight Planning
Final Report & Artefact
Role
As a contract Health designer on our small, 2-person research and data science team, I was brought in to co-lead the research, design, and execution of the mixed-method participatory research and system mapping with the community. I conducted primary and secondary research, facilitated workshops, built journey maps, mapped the systems at play, then synthesized all the data into system artifacts for leadership level strategic decision making. We engaged with over 160 stakeholders including Indigenous populations, marginalized community members, and hospital staff.
Impact
Revealed fundamental model difference of registered versus unregistered health needs
Built trust with the community through thoughtful mixed-method research approach
Co-created new language with the community leading towards empathy building within large care system
Methodological developments on internal research and design practice leading to subsequent RFP successes