The aim of this project was to transform Medcare into a place of premium treatment and experience for people. An attempt was made to understand the working and business of Medcare services and develop a process flow for the centre to improve customer experience. An audit was conducted for studying the current system and services for four weeks. Interviews of staff and the people visiting the center were conducted along with discussions to understand the vision and prospects of the organisation. The audit revealed that staff’s experience plays a larger role in the process flow and the flow of information was not channelized, resulting in loss and modification. This project sees the use of first principles of design to solve the problem by creating a superior experience which is delivered via simple intuitive tools.
Keywords: digital communication platform, healtcare, patient experience design, service design, space design