Designing a New Service for Psychological Support of Healthcare Staff

Andrea MonsonIFTMBA34

Tutor: Naiara Altuna

Company: Psique e saúde

Agenda

1 Introduction

2 Methodology

3 Case

a) Discoverb) Define

c) Ideationd) Next steps

4 Conclusion

Healthcare Staff Needs Care!

The Company

The Objective

Create New Service° Meaningful° Strategic

Methodology

What Is Service Design?

Image by Polidesign

PrinciplesBy Stickdorn

1- User centered

3- Co-creative

2- Sequenced

4-Evidencing

5- Holistic

The caseDiscoverDefineIdeationNext steps

Discover

80% of nurses high stress– Sweden

Physicians drink more, use more drugs

80% of Brazilian doctors stressed

40% of deaths - suicide

High emotional alterations

Physician

Nurse

Nurse technician Physiotherapist

Manager

Social Worker

1

2

TouchpointsAwareness First appointmentDuring appointmentBetween appointments Leave

Phone

Location

Face to face

WebsiteBusiness CardsPublications

Define

Experience MapAwareness First appointmentDuring appointmentBetween appointments Leave

Talk to trust circle

Call professional Go to location Make next

appointmentDon´t come

back

I´d go only if I harm someone

PlacePrice

Schedule

I want to participate

I´d like someone monitorin

g the team

I didn´t want to come

forever

UnhappyStress 8

AfraidWork & familytime

I need a safe place

to feel good

Feel lonelyLike

support group

Feel disturbed

IdeationAwareness First

appointmentDuring

appointmentsBetween

appointmentsLeave

Welcome brochureCoaching

Make appointment

Go to the office “safe place”

Engage community and

unburden

Receive certificate and orientations

AwarenessCoaching

EngagementTouchpoint

LocationSchedule

Pleasant place inside hospital

Co creationTouchpoint

Support groupUnburden

Pride sensePhysical evidenceGood bye

Cost structure Revenue streams

Key resources

Key activities

Key partners

Value proposition

Customer relationships

Customer

segments

Channels

Ideation

Healthcare providers

Providers´HR

Vending Machine

Printing factory

Psychological support

Psychologists

Physical space

Coaching

Wellbeing

Less Stress

Support Community

Co – participation

Welcome reception

“Safe place”

Staff of healthcare providers

Room rental

Room maintainanceBrochure printing

Vending machines Coaching services

Next Steps

Discuss with stakeholders

Revise proposals

Prototype

Revise solutions

Implement

ConclusionHealthcare Staff Needs Help

Service Design is useful

Company approved methodology

THANK YOU!

CreditsGoogle ImagesFlickr Mats Torbergsen Cuba GalleryVideo by Yosef Shuman (edited)

Andrea Monsonandrea.monson@mip.polimi.it

Company: Psique e Saúde