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
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11 ERs across 3 States
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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.



