Design for the clinic experience

Melissa Cliver, Jamin Hegeman, Kipum Lee, Leanne Libert, Kara Tennant (Carnagie Mellon University)

After the visit to the Presbyterian Neuro Clinic and the interviews with both patients and staff members, the process was described through a service blueprint.
The blueprint maps the entire clinic experience for patients and all of the supporting roles staff and Dr. Kassam play throughout. Mapping the service blueprint allowed the team to see the breakdowns in the clinic experience: the chaotic backstage processes, the absolute importance of Dr.Kassam in the system, the lack of patients’ engagement during the waiting time.