Service design project

Service innovation at the
Copenhagen University Hospital

The group conducted fieldwork observations and contextual interviews in order to gain a understanding of the context. To create empathy with the nurses, the group members wore nurse uniforms.Me to the left, the nurse to the right.
Team members
Emil Kristoffersen
Julie Freudendahl
Louise Maria Mortensen
Magnus Kromann-Larsen
Majken Bøndergaard Jakobsen
Regitze Breddal Puck
The group conducted fieldwork observations and contextual interviews in order to gain a understanding of the context. To create empathy with the nurses, the group members wore nurse uniforms.Me to the left, the nurse to the right.
In collaboration with the Copenhagen University Hospital, the team researched how to increase the consistency in the performances of medical treatments among the nurses at the Department of Paediatric Surgery. The focus was to innovate the existing document management system that provides access to medical documents, which facilitates knowledge exchange between nurses. Thus, the system functions as a service for the nurses, while the nurses at the same time are providing a service for the patients. This creates a duality of the nurses' function, as they are both service users and service providers.
A glimpse at the service design tools
To gain an understanding of the context, the group conducted fieldwork observations and contextual interviews at the Department of Paediatric Surgery, as well as an expert interview with the System Manager of the document management system. To analyze the empirical data, several service design tools were used. For example, a stakeholder map was created to understand the Danish healthcare sector. In general, the stakeholder map shows a simplified, yet complex overview of the different political authorities, organisations, hospital staff, patients, and relatives. Thus, a small change in the healthcare sector might influence a lot of stakeholders.
A stakeholder map of the Copenhagen University Hospital.
Several personas, scenarios and user journeys were created to understand the user experience from the nurses' point of view. The user journey below focuses on the period of time where a nurse prepares, performs and evaluates a medical procedure. Further, it illustrates the different contextual factors related to performing a medical procedure. The user journey map helped to gain an overview of touchpoint gaps and opportunities by identifying aspects of the service, that does not meet the expectations of the nurses.
A user journey map of a nurse preparing, performing and evaluating a medical procedure.