For this service design project, our team worked with the University of Pittsburgh Medical Center (UPMC) Center for Quality Improvement and Innovation to identify design opportunities for Dr. Amin Kassam’s Neurosurgery Clinic. Due to being able to perform a rare brain surgery by going through the patient’s nose rather than cutting open the skull, Dr. Kassam’s once-a-week clinic is overwhelmed with patients.
Our team spent a fair amount of time at the clinic observing and interacting with patients. We worked closely with the staff and shared our process and insights with them every step of the way, which built trust and gained their support. This enabled us to gain access to patients in the exam room and interactions between Dr. Kassam, his staff, and patients. We also shared our concepts with the patients, iterating as much as we could to refine our ideas and final solution.