We may know about service design and user experience in the context of products, but what kind of experience is it when you’re displaced from your home and community—everything familiar to you—and forced to navigate through unknowns in search for a better future? What this really boils down to is simply the human experience.

1. A Reflection on
Canada’s 2015
Syrian Refugee
Operation
IN FLUX

3. TODAY’S FOCUS

4. 1 Background
2 Our Role
3 Adapting
4 The Sprint
5 The Arrival
6 Reflection
TODAY’S FOCUS
Canada’s Syrian Refugee Operation
Case study through a service design lens:

5. BACKGROUND

6. Bernard Weil | Getty Images

7. Bernard Weil | Getty Images
35,147
Relocated to Date

8. SYRIAN REFUGEES
Context in a nutshell

9. Peter Macdiarmid | Getty Images
Arab Spring Uprisings

10. Syrian Civil War

11. Matteo Rovella Pictures
Mass Displacement
of 4,810,216 People

12. Khalil Mazraawi | Getty Images
Varied International
Responses

13. DIFFERENT PERSPECTIVES
From Western Audiences

14. If Europe fails on the question of
refugees, then it won’t be the
Europe we wished for.
- Angela Merkel

15. I’m putting the people on notice that are coming
here from Syria as part of this mass migration,
that if I win, if I win, they’re going back.
- Donald Trump

16. Canadian Press
Key tenet of Trudeau’s
election platform

17. This is not just about welcoming 25,000
Syrian refugees...
- Justin Trudeau

18. ...It’s welcoming 25,000 new Canadians.
- Justin Trudeau

19. OUR ROLE

20. Goverment operation
involving many groups
Federal, provincial, municipal,
military, NGOs & volunteers

22. Medical ‘SWAT Team’

23. Mass casualty events, medical
crises, unique emergencies
Can deploy anywhere in the
province, on short notice

24. Taxi Driver (1976) | Columbia Pictures
Talkin’ to me?

25. “You’re the human factors guy”
Taxi Driver (1976) | Columbia Pictures

26. ADAPTING

27. Show up at 6:00am at this address
and we’ll go from there.

28. Just soak it all in

29. Ethnography, co-design,
experience mapping,
prototyping, etc.
Keep the toolbox in mind

30. Project Description
As part of the Healthcare Human Factors website refresh,
a video will be made to showcase our service offerings
Project Considerations
— motion graphics overlay (if applicable)
Project Brief
HEALTHCARE HUMAN FACTORS PROMO VIDEO
Desired “deliverable”
was undefined

31. So ask yourself:
What is the ideal output?

32. THE SPRINT

33. An ever-evolving situation
— When are they coming?
— How and where will they arrive?
— Who exactly are they?
— Where will they stay? For how long?
— What is their physical condition?
— What is their mental state?
— How many will speak English?
— When will we get answers?

34. EMAT
1 Provide primary care clinic support
A at arrival point (Pearson)
B at interim lodging sites (ILSs)
Healthcare Human Factors
1 Connect all the dots
2 Package up for EMAT
Whole bunch of organizations
1 Identify & vet refugees
2 Figure out details of their arrival
3 Figure out where they’ll stay
4 Plan for their long-term success

35. EMAT
1 Provide primary care clinic support
A at arrival point (Pearson)
B at interim lodging sites (ILSs)
Healthcare Human Factors
1 Connect all the dots
2 Package up for EMAT
Whole bunch of organizations
1 Identify & vet refugees
2 Figure out details of their arrival
3 Figure out where they’ll stay
4 Plan for their long-term success

36. EMAT
1 Provide primary care clinic support
A at arrival point (Pearson)
B at interim lodging sites (ILSs)
Healthcare Human Factors
1 Connect all the dots
2 Package up for EMAT
Whole bunch of organizations
1 Identify & vet refugees
2 Figure out details of their arrival
3 Figure out where they’ll stay
4 Plan for their long-term success

37. 6:00 am
Show up at this address...

38. Shadowing

39. Planning

40. Mapping

41. Collaborating &
Synthesizing

42. Dry-running

43. Deliverable?
“Guidebook document”

44. DECEMBER 2015
ONTARIO EMAT
PRIMARY CARE CLINICS
FOR SYRIAN REFUGEES:
SETUP GUIDEBOOK

45. 12EMAT: Primary Care Clinic Setup Guide (Dec 2015)
Recommended Reading
Western Australian Health Care
Providers’ Handbook on Muslim Patients
First Edition 2014
This handbook provides a comprehensive
primer to healthcare workers who
may have little experience in providing
care to Muslim patients. It details
Islamic cultural practices such as
prayer times, outlook on gender, dietary
considerations, and more.
Download PDF here
Western Australian
Health Care Providers’ Handbook
on Muslim Patients
First Edition

46. Entrance
Reception area
Med
Supplies
BED #2
BED #1
PS area
HS/Masks
Play area
ESP
cart
PS files for assessment
General Filing
Returning Visit Files
Today Assessment Files
Waiting area
Supply area
LEGEND
- Desk with LB 12 - Recycling container
- Sharps container - Storage bin
- Bio-hazard waste receptacle
- Regular waste receptacle
- Security
Secure storage bin for
meds
Soiled Utility
Room
Key Concepts
For privacy and cultural issue, no two doors
of patient exam area should face each other.
And patient flow should not pass in front of
another exam room. Exam room includes PS
area.
Computer
1
2
3
4
5
Suggested Clinic Layout (Generic)
*This suggested layout is based on a generic warehouse space; customization on a per-site basis is to be expected

47. sk
ily
as
y)
Require
belongings
bag?
First Visit or
Follow-Up?
Follow-
Up
Put belongings
in bag(s);
carry bag(s)
throughout clinic
Y
N
TION (2) REGISTRATION DESK (3) WA
Proceed to
Registration
Queue
Receive patient
First
Visit
Start New
Charting
Folder
Take 2 ID
Stickers; Place
1 on Chart and
1 on Bracelet
Apply
Bracelet to
Patient
Place Chart in
"To Be Seen"
Queue Bin for
Treatment or
Psychosocial
Direct Patient
to Waiting Area
Dialogue with
PT;
Input
Intake Info into
Excel
Ask for Name
Find Chart
in "Follow-Up"
Bin
(Alphabetical;
Last Name)
Write ID onto
New (Blank)
Bracelet
and Apply to
Patient
Patient
still has ID
Bracelet?
N
Dialogue with
PT;
Update
Intake Info into
Excel
Y
Proceed to
Waiting Area
Take Next Chart
from
"To Be Seen for
Treatment"
Queue Bin
Ready for
New Patient
Call Out PT
Name and/o
(Confer wit
Translator a
Necessary
Wait to be Called
and Escorted
by Medical
Professional
Proceed Back
to Waiting Area
Ready for
New Patient
Take Next Chart
from
"To Be Seen for
Psychosocial"
Queue Bin
Call Out PT's
Name and/or ID
(Confer with
Translator as
Necessary)
Entry into Clinic
Observe
Pre-Registration
Signage
Put on mask
(self + family
members as
necessary)
Lodging
Observing
fever?
Y
PATIENT+FAMILYADMIN/CLERKMEDICALWORKERPSYCHOSOCIALER
Require
belongings
bag?
First Visit or
Follow-Up?
Follow-
Up
N
Put belongings
in bag(s);
carry bag(s)
throughout clinic
Y
N
(1) PRE-REGISTRATION (2) REGISTRATION D
Proceed to
Registration
Queue
Receive patient
First
Visit
Start New
Charting
Folder
Take 2 ID
Stickers; Place
1 on Chart and
1 on Bracelet
Dialogue with
PT;
Input
Intake Info into
Excel
Ask for Name
Find Chart
in "Follow-Up"
Bin
(Alphabetical;
Last Name)
Patient
still has ID
Bracelet?

48. Treatment Area
StaffInventoryProcess
Station
Step
Purpose For medical staff
conducting assessments:
• Clear separation from
waiting area and other
treatment areas for
privacy reasons
• Easy access to medical
supplies & cleaning
Required:
• 2 x medical professional
(RN, NP, and/or MD)
(Medical staff must have at
least 1 female on shift at a
time for cultural sensitivity)
Required:
• Primary PT assessment
Possible escalations:
• To MD (consult call)
• To EMS
• To Psychosocial health
• To Diagnostics
4
Treatment
Required per station:
• Bed for PT + 2 chairs
• LP12 or AED + table
• Crash bag
• Biohazard container
• Sharps container
• Privacy (room / dividers)
Treatment bed
LP12 or AED
Temporary dividers
as necessary
Chairs and/or table
for supplies

49. 24EMAT: Primary Care Clinic Setup Guide (Dec 2015)
Pearson Infield Terminal Setup
Gate 523:
Flow of refugees
disembarking from plane
into terminal; walk through
glass entryway to Gate 521
CBSA Officers on the lookout for
communicable diseases to escalate to
PHAC RNs if necessary
PHAC RNs
Welcome Centre
CBSATerminals
Gate 521:
Welcome to Canada!
Proceed to CBSA
Waiting Area
Service Canada
EMAT
CBSAWaitingArea

50. Flow through Pearson (Detailed)
Fit to fly? Y
N
DND HCPs:
1 x MD
1 x RN
Staffed on plane
Event Start
IME Screening
at Origin Point by
DND Personnel
Jordan/Lebanon
1.0
Board plane and
travel to
Toronto, Canada
2.0
Arrival at
Pearson Airport
3.0
Disembark
(Gate 523)
4.0 MD/RN
identified
for med
assistance?
N
Y
Proceed to
receive primary
care assessment
@ EMAT
EMAT
Proceed to
PHAC
Quarantine RNs
PHAC
Quarantine
flag for
EMAT?
N
Y
Proceed
to CBSA
Processing
5.0
Proceed to
Welcome Centre
(Receive clothing)
7.0
Identifies patients in need of assistance
Placement
arranged?
Placement to
pre-arranged
location in
Canada
8.A
Proceed to
Interim Lodging
Site (ILS)
8.B
Y
N
Self-identify
for medical
assistance?
N
Y
Proceed to
Service Canada
(Receive SIN #)
6.0
EMS
Critical?
YN
Exit to EMS
(Peele Medics)
Proceed to Next Station
in Process
(CBSA if not yet processed, or
Service Canada if they have
already gone through CBSA)
CONTINUE ON
EMS
Critical?
YN

51. 70EMAT: Primary Care Clinic Setup Guide (Dec 2015)
Inbound refugees will be gradually acclimatized to Canadian culture, but are
expected to undergo a period of learning and education regarding acceptable
practices and behaviour that may greatly contrast what is normal for them.
Accordingly, all clinic staff are expected to exercise appropriate sensitivity,
tact, and discretion in handling culturally sensitive scenarios that may arise.
SITUATIONS REQUIRING ESCALATION:
Call EMAT EOC: 1-800-680-7260
When in Doubt: Call EMAT

52. Rolling with the punches
— Info changing all the time
— Lots of unknowns
— Intense / urgent situation
— Little time to manicure output
— Unique design challenges
(language + cultural + religious customs)

53. THE ARRIVAL

54. DECEMBER 2015
First flights @ Pearson

59. Stacey Newman | Shutterstock.com

60. Mark Blinch | Reuters

61. Nathan Denette | The Canadian Press

62. REFLECTION

63. Looking back
— Service design is a powerful “lens”
— Work within your constraints
— Be thankful you live in Canada :)
— If you want to get involved...
#WelcomeRefugees

64. Bernard Weil | Getty Images
A Reflection on
Canada’s 2015
Syrian Refugee
Operation
THANK YOU

65. Questions?