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ER Communications

Improve the experience of waiting in the emergency department (ED) for Ascension patients by setting clear expectations so consumers can make informed decisions, provide frequent updates, and reduce “surprises.”

Client

Ascension 

My Involvement

14 months

My Role

Research

Design Development

Solution Evaluation

Prototyping

Teammates

Aaron Ferber

Research in Numbers

  • 11 ERs across 3 States

  • 25+ types of communication solutions evaluated

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On-site Research

11 ERs visited and studied across 3 states, 70+ hours of shadowing and observational research 

Understanding Processes

Making sense of the complexity of the emergency department by making journey maps, process maps, and service blueprints.

Prototype Development & Testing

5 rounds of prototype development with feedback from 62 patients and 59 ER staff.