Client

NOVELL Redesign and The Florey Institute

Role

Product Designer

Timeline

August - November 2022

Team

1 Product owner
2 Product designers

Background

The built healthcare environment significantly impacts the experiences of patients, staff, and visitors, yet there is no standardized method to collect and analyze this feedback. As such, this project aimed to create a solution for gathering user-driven evaluations of healthcare spaces to inform future design improvements.

The challenge

Current feedback methods are underutilized due to their complexity, lack of accessibility, and perceived lack of value. Research revealed that 81% of users had never provided feedback about their healthcare experience, citing reasons such as cumbersome processes, privacy concerns, and a belief that their input wouldn’t be valued. The challenge was to design a platform that was accessible, anonymous, and delightful to use, while encouraging meaningful feedback from a diverse range of users.

Outcome

The solution was an anonymous and accessible chatbot that collects feedback from patients, staff, and visitors about their experiences in healthcare environments.
Scalable across various settings, the chatbot categorizes text and image feedback into a digital repository, enabling the identification of design trends.
The platform addresses key user concerns by prioritizing privacy, ease of use, and inclusivity, ultimately contributing to a publicly available resource for optimizing healthcare facility design.

The design