Understanding the challenge
The project began with a simple question: how could the vitals process become a better experience for both patients and staff? We mapped the existing patient journey and examined the physical and service touchpoints that shaped the experience, looking for opportunities to reduce friction and create a more supportive environment.
Through journey mapping, service design methods, observation, and stakeholder input, we developed a clearer picture of the needs and challenges across the experience. This helped us identify opportunities that extended beyond the vitals room itself and considered how patients, staff, and the physical environment interact throughout the process.
My Contribution
As Project Manager and Service Designer, I led a cross-functional team through the project from initial research and concept development to final delivery. I was responsible for:
Leading the design process and coordinating the team from research through final concepts.
Managing project timelines, milestones, and communication with Mayo Clinic stakeholders.
Applying service design methods including journey mapping, service blueprints, and physical prototyping.
Translating research and insights into opportunities for improving the patient experience.
Developing 3D models and renderings to communicate spatial concepts and the proposed experience.
Overseeing the selection of furniture, finishes, and fixtures for the final concepts.
Aligning the needs of patients, staff, and the organization
With a better understanding of the current experience, we translated our findings into opportunities for improvement. Our team worked across disciplines to balance patient needs with staff workflows, operational requirements, and the realities of the existing clinical environment.
Using journey maps, service blueprints, and collaborative ideation, we explored how changes to the service and physical environment could work together. This process helped establish a shared direction before moving into detailed design, ensuring that our concepts addressed both the human and operational sides of the experience.
Translating service insights into an imporved patient experience
We developed concepts that connected the service journey with the physical environment, exploring how spatial planning, furniture, fixtures, and visual elements could support a more intuitive and welcoming experience. My role extended from concept development into 3D modeling, visualization, and the selection of finishes and fixtures.
The final concepts were communicated through renderings, furniture selections, fixture packages, and video walkthroughs, allowing stakeholders to visualize how the proposed experience could come together in practice.
