Redesigning Stanford Emergency Department’s Patient Experience

Winter 2016
Saturday Feb 27, 9:00am-5:00pm
Sunday Feb 28, 10:00am-5:00pm
Stanford Hospital

Improving patient satisfaction at Stanford Hospital is a key strategic initiative spearheaded by the hospital CEO. The Emergency Department (ED) is often the first point of contact for patients and their caregivers, leading to a make or break opportunity to leave a lasting positive impression.

In this two-day Pop-up, located at Stanford Hospital, students will engage with patients and caregivers in real-time medical situations to better understand and design for their needs during this trying time. Empathy-building exercises will include simulated role-play facilitated by a Stanford ED doctor, actual ED patient and caregiver interviews, and observational studies in the ED. Students will learn to dig deep into traditionally sensitive interview topics via empathy probes, custom tools, and interview techniques.

After unpacking, synthesizing with advanced tools, and ideating, students will prototype solutions in lo-fi spatial and experiential forms to test on patients and caregivers. Instructors will assist in helping teams understand how and when to integrate the limitations of complex ecosystems into solution development. Upon iteration, students will present their prototypes via storytelling format to key stakeholders at Stanford Hospital in a social atmosphere. Conversations and solution development are expected to continue beyond the Pop-up class; Stanford Hospital decision makers are excited to help bring ideas generated in this course to life. This is an opportunity to inspire real change!

Because this workshop is very hands-on and fast, we recommend some previous level of exposure to Design Thinking, whether it be a quarter-long course or past Pop-up. You should be familiar with the basic steps of the process: empathize, synthesize, ideate, and prototype.

Accepting 12 Students. Open to Undergraduate Students, Graduate Students, Fellows, post-docs. Apply here before Sunday December 6 at 11:59pm.

Teaching Team
Alexei Wagner, MD, MBA, Assistant Medical Director, Department of Emergency Medicine, Stanford University School of Medicine
Emilie Wagner, Independent Design Strategist
Marney Binns Boughan, Independent Design Strategist