Client Project
Using language to transform a Hospital’s entryway experience
During my time at Coeuraj, I worked collaboratively on the research, design and implementation of a transformational journey for a hospital entryway experience. Our purpose was to listen deeply and reveal the hidden dynamics in order to help the hospital create an entryway that would be safe and welcoming for the community comprised of Indigenous peoples, new Canadians, and settlers.
Role
Health Designer [Contract] & Jr. Data Humanist
Employer
Coeuraj
Client
Canadian Hospital
Areas
System Design, Healthcare
As a contract Health designer and then a Jr. Data Humanist I worked closely with Angie to co-lead the research, design, and execution of the data side of a transformational journey for the hospital. I conducted primary and secondary research, facilitated workshops, then synthesized all the types of data into system maps and artifacts for systems change.
My Role
Data Humanist - Angie Eriko-fleming
Manager - Michele Fenlon
Tech & Data Science Team
Approach
We listened deeply to the system using various methods. We began by learning about the hospital's historical, geographical and cultural context by engaging with the community. Then, engaging with over 160+ community members and stakeholders within and outside of the hospital, we interviewed them mapping the data using system mapping tools into the contextual maps.
This processes allowed us to build a relationship with community and then uncovered the fundamental mental model mismatch that revolved around the purpose of the hospital. The health needs from the community were not being met as they were deemed as not a registrable health need which was creating the conflicts. There were two mental models of care butting up against each other and the entryway was where it all took place.
To illustrate this mis-match, we designed and created several system maps as the basis for workshops. Then from our learnings, built a custom framework by combining: decolonial design, anti-racist frameworks, systems transformation. Using this framework as a basis, we combined all the context and content data, lived-experience, and art into a final system map artifact. The purpose being to reveal the invisible dynamics at play while connecting them together for all to have a clear view of what was creating the experience in the entryway and potential paths forward.
Final System Map deliverable
[Blurred for privacy]
Lessons Learned & Impact
This work launched the initial part of my career at Coeuraj within the Tech and Data science team. It showed the possibilities of engaging systems in transformation journeys using language as a key determinate of change integration.
The impact of this work was shared with us a year later stating that it help shaped the front entry experience as well as change relationships with the local community groups.
It also informed much of the work that we did later on that we documented in our systemic design conference paper.