This document provides an overview of a patient-centered design thinking workshop for the Frankel Cardiovascular Center. The workshop aims to improve conversations between patients and providers at the cardiovascular center. It introduces design thinking concepts and guides participants through the design process of empathy, defining problems, ideating solutions, prototyping, and testing. Participants will understand patient problems through empathy, develop prototypes to address defined problems, and get feedback to improve their solutions. The goal is for participants to apply a human-centered design approach to enhance the patient experience at the cardiovascular center.

1. You are a Designer
APatient-CenteredDesignThinkingWorkshopfor
theFrankelCardiovascularCenter
February 4th, 2019

2. Joyce Lee, MD, MPH
Health IT Champion for FFMI
Robert P. Kelch Professor of
Pediatrics
doctorasdesigner.com
medium.com/@joyclee
Twitter: @joyclee

3. How might we improve the
conversation between patients
and providers at the CVC?
Our Challenge:

4. What is
design?

5. Can the user
accomplish
their goal?

6. It’s a Wednesday
at 4:30 PM and
you have a 30 min
meeting.
Can you interpret
this sign?
@joyclee

7. Can I park here?
How long can I
park?
@joyclee

8. The Problem
A $95 parking ticket
@joyclee

9. “But I read the sign, and I
thought I could park there!
Did I misunderstand
something??”
“I wondered why the signs
had to be so complicated.”
“My mind felt like it was
doing intense math
whenever I tried translating
the signs.”
-Nikki Sylianteng
@joyclee

10. Understanding the
Problem
@joyclee
toparkornot
topark.com

11. Ideating Solutions
@joyclee
toparkornottopark.com

12. toparkornottopark.com @joyclee
Prototyping Solutions

13. @joyclee
Testing

14. Testing and More
Prototyping
@joyclee

15. @joyclee

16. Finally, A Parking
Sign That's Easy To Read
@joyclee

17. Graduate School
Applicant
Who is qualified to be a
designer?

18. Parallels between Parking
and Healthcare
@joyclee

19. What
medicine do I
take?
What time
and day do I
take it?
@joyclee

21. Patients and caregivers.
Not doctors, nurses, clinic
managers, administrators, or
insurers.
Focus on the end-users in
healthcare:
@joyclee

22. The Design Process:
Empathy.
Define.
Ideate.
Prototype.
Testing.
@joyclee

23. @joyclee
@joyclee

24. Talk to patients
about the pain
points;
don’t make
assumptions
Empathy.
@joyclee

25. Encourage patients to
define the problem.
Define.
@joyclee

26. Collaborate
& think of
lots of wild
and crazy
ideas.
Ideate.
@joyclee

27. Sketch, draw,
glue, code.
Prototype.
@joyclee

28. Show your
prototype to
users and
get their
feedback.
Test.
@joyclee

29. Prototype.
Test.
Prototype.
Test.
Prototype.
Test.
@joyclee

30. Design ensures that
you are solving the
right problem.
@joyclee

31. Our Challenge:
How might we improve the
conversation between patients and
providers at the CVC?

32. Ground Rules

33. Patient Experts/Designers:
You are the experts
We are here to design with you
If you are uncomfortable, say so
Design Team:
Respect the experts
Listen and have empathy

34. Everyone:
Defer Judgment
One conversation at a time
Go for volume
Be visual
Build on the ideas of others
Stay on topic
Have Fun!

35. Understand the problem before
trying to solve it.
Empathy.
(15 min.)

36. Ask open-ended questions:
Who? What? When? Where?
Why? How?
Listen for something unexpected
Ask why...
and then ask it again...
and again...

37. Address the client’s specific
problems and needs.
Define.
(10 min.)

38. Define a problem your client is
experiencing.
Capture your findings and take a
stand on how to address your
client’s needs.
I was surprised to learn…
The client needs a way to…

39. Sketch solutions for your client’s
needs.
Ideate.
(15 min.)

40. Generate ideas to test.
Sketch out solutions to your
partner’s needs.
Be messy, be creative, get to a good
idea.
Don’t worry about potential
roadblocks (cost, staffing,
technology, etc)

41. Sketch and build your best idea.
Prototype.
(15 min.)

42. Prototype your solution.
Reflect on your partner’s feedback
and sketch your best ideas.
How can you best serve the client’s
needs?

43. Get feedback from your users.
What works? What doesn’t?
Use their feedback
to improve your idea
Test.
(30 min.)

44. Thank you,
health designers.