Engineering Innovation in
E-Health
"Mobile first and citizen centered" wayfinding and reception ecosystem solution to improve access and use of citizen services at healthcare facilities.
Approach & Solution
Approach
The solution welcomes, orients and guides the citizen to access services, health and non-health, offered at the physical spaces of Policlinico Sant'Orsola-Malpighi.
The app becomes the personal guide to the wayfinding of citizen services in healthcare in phygital and seamless mode because it puts the user's need at the center to enable hybrid and fluid experiences, seamless in the transition between the digital environment (CUP, payments, etc.) and the physical environment (totems, waiting rooms, outpatient clinics, etc.) where services are located.
This new multicanal and multimodal digital experience was designed and developed by adopting participatory Service and Human Centered design approaches.
The app becomes the personal guide to the wayfinding of citizen services in healthcare in phygital and seamless mode because it puts the user's need at the center to enable hybrid and fluid experiences, seamless in the transition between the digital environment (CUP, payments, etc.) and the physical environment (totems, waiting rooms, outpatient clinics, etc.) where services are located.
This new multicanal and multimodal digital experience was designed and developed by adopting participatory Service and Human Centered design approaches.
Solution
The Easy Hospital App allows citizens to be geolocated at the hospital facility and to be welcomed and guided on 2D indoor and outdoor navigation maps from the entrance of the Polyclinic citadel to the waiting room they are directed to, enabling GPS, Bluetooth and beacon sensors appropriately placed inside two pavilions.
The solution integrates all useful services to improve the quality of the experience of using healthcare services: from receiving the SMS confirmation of the reservation from the CUP systems, and saving the appointment, the citizen can perform all the necessary steps through the app alone.
Admission also becomes digital: upon entering the pavilion, the user is recognized, pays the co-payment (when necessary), and receives the number of the waiting list with which to call once they arrive in the waiting room. At the end of the service, the app will offer the citizen all useful services to complete his experience: return to the parking area, access to local public transport stops, location of other useful services (pharmacies, bar, etc.).
The solution integrates all useful services to improve the quality of the experience of using healthcare services: from receiving the SMS confirmation of the reservation from the CUP systems, and saving the appointment, the citizen can perform all the necessary steps through the app alone.
Admission also becomes digital: upon entering the pavilion, the user is recognized, pays the co-payment (when necessary), and receives the number of the waiting list with which to call once they arrive in the waiting room. At the end of the service, the app will offer the citizen all useful services to complete his experience: return to the parking area, access to local public transport stops, location of other useful services (pharmacies, bar, etc.).
Results
Simplification in the use of services
Support for outdoor and indoor navigation
Implementation of reception services
Fluidity in the physical-digital experience
Project value
Innovation
Process performance
Project Team
Healthcare BU
Digital eXperience