Redesigning the Visitor Management System

Pro Bono Client: Khoo Teck Puat Hospital

We are thankful that Mr Brian Ling, Design Director has guided and led our team to think wider than our usual paradigm. His knowledge in design thinking is greatly appreciated. The ability to respond quickly and provide effective solutions to our needs has helped in our improvement efforts on the visitor management project.
– Chew Kwee Tiang (Mrs), Chief Executive Officer Khoo Teck Puat Hospital

Project ScopeKTP1
Design Sojourn supported Khoo Teck Puat Hospital with Design Thinking consulting services to improve the visitor management services offered at the hospital. Together with the project team, Design Sojourn observed and interviewed hospital visitors, patients, and stakeholders to uncover insights on why people do not adhere to patient visitation hours.

A key methodology Design Sojourn used was to get the project team to adopt weekly half day “scrum” like Design Thinking application workshops where we looked at ideas that did well or failed, brainstormed new iterations, and aggressively prototyped the ideas before we met again in the following week to share our findings.

After a number of these facilitated brainstorming or consulting sessions with key hospital stakeholders, we settled on a number of recommendations and solutions that were made to the hospital management. The project team is now validating and testing these design solutions before a final decision is made for hospital wide implementation.

Status: Completed (November 2011 to February 2012.)

Competence: Design Thinking, Consulting

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