Is there
a better way to
make a patient feel better.

summary of the UMCU research project

Within het UMC Utrecht existed a need for insight into the possibilities of personal reception and services to improve, to find out if this has a positive influence on the course of the diagnosis and treatment process. Scope investigated for, in particular visitors to the outpatient clinics, whether the effects of discomfort or stress reduced by better supporting patients in their needs upon entering and staying in the hospital waiting areas 

Through the development of various 'Persona' and one Context mapping research the needs of the patient group are obsolete. Ultimately, Scope offers both easily feasible and more radical (partial) solutions for the interaction with and facilities patients designed in the lobby and waiting areas in the UMCU. 

Perception Hospitality

The University Medical Center Utrecht (UMCU) wantsthe examine how she is using Service Design Thinking hospitality can and also improve the quality of service in the newly planned reception area. This reception area is most often used by visitors of the outpatient clinic. 

Research has shown that patients who are uncomfortable or too stressed often do not have an optimal diagnosis and treatment process. In front of Scope Design was the central question: Is this also with poliattend the case? Z.oh yes, we can a Customer Journey design that reduces this effectpatienten to supportand in their personal needs in the entrance area of the UMCU? 

Needs of patients central

Based on UMCU data on her patients, four Persona's developed that put the patient at the center of the rest of the project and that are representative of different user groups of the UMCU. They provide a good representation of their personal story and describe their attitude and mentality.

De four Persona's help both Scope as the UMCU to empathize with the patient's world and they represent the patient demographic and statistical manner. In this way they form one important guiding principle for how products or services should be designed based on the different types.  

Context mapping and physiological research

After this, Scope is one Contextmapping research started to get to know the world of thought of this patient group better.

Successively was added to 13 patients a telephone intake and they were asked to take a diary (one Probe) to fill in. The Probe contains specific assignments that provide more insight into thoughtn, expectations and ideas of the patients at their hospital visit. These people were then received on a subsequent visit to an outpatient clinic and observed during their tour of the hospital. A follow-up discussion ensured that all gathered information could be supplemented where necessary. 



This is combined with observations during the hospital visit (excluding the conversation with the doctor) and (in some patients) a physiological one stress measurement in which we learned which Touchpoints in the Customer Journey stressn. From this one Becomes 13 patients in this way very extensive data collected with which Scope the thought world of these patients. So as to the needs to understand. 

To combine of the data

The data of the respondents is translated by the design team into Statement Cards and clustered. Ultimately, three latent needs are distilled from this: 

A. Need to control the process 

B. Need a sense of security by one predictable structure 

C. Need an appropriate personal approach 

By this needs to be combined with the developed by Persona"s developed Scope a richhe description of how patient groups complete their Customer Journey to experience. 


The requirements were then translated into a wide range of partial solutions for the interaction with and facilities for patients in the UMCU in the reception hall and waiting areas. For this, Scope designed practical short-term solutions as well as solutions with more implementation consequences.