Abstract
The experience-based design (EBD) approach captures, measures, and improves user experience across their journey, aiming to establish efficient and friendly healthcare systems. In this study, the goal is to propose improvements for an outpatient oncology service through EBD. Methodologically, it involves a project-based EBD approach, rooted in co-design. Its implementation comprised data collection at two stages: (i) user journey’s mapping, and (ii) a codesign workshop with users. From the data analysis, we created a journey map describing users' interactions with the service, measured their experience and identified the critical points. For these points, a co-created solution was devised with the intention of enhancing the user experience within the service. We describe this solution as the "Navigation Program" and discuss how it facilitated the customization of the service’s user’s journey, leading to an improved overall experience. Our research addresses the gap in studies related to oncology services in developing countries.
Keywords
experience-based design; oncology services; service design; service customization
DOI
https://doi.org/10.21606/drs.2024.470
Citation
R. Bohn, P., de Souza Libanio, C., Sanson Fogliatto, F., and Miletto Tonetto, L. (2024) Proposition of a user navigation program for an oncology clinic: Customizing patients’ journey through experience-based design, in Gray, C., Ciliotta Chehade, E., Hekkert, P., Forlano, L., Ciuccarelli, P., Lloyd, P. (eds.), DRS2024: Boston, 23–28 June, Boston, USA. https://doi.org/10.21606/drs.2024.470
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Conference Track
Research Paper
Included in
Proposition of a user navigation program for an oncology clinic: Customizing patients’ journey through experience-based design
The experience-based design (EBD) approach captures, measures, and improves user experience across their journey, aiming to establish efficient and friendly healthcare systems. In this study, the goal is to propose improvements for an outpatient oncology service through EBD. Methodologically, it involves a project-based EBD approach, rooted in co-design. Its implementation comprised data collection at two stages: (i) user journey’s mapping, and (ii) a codesign workshop with users. From the data analysis, we created a journey map describing users' interactions with the service, measured their experience and identified the critical points. For these points, a co-created solution was devised with the intention of enhancing the user experience within the service. We describe this solution as the "Navigation Program" and discuss how it facilitated the customization of the service’s user’s journey, leading to an improved overall experience. Our research addresses the gap in studies related to oncology services in developing countries.