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What's in a hospital? @UXWeek

In this highlight from her presentation at UX Week 2015, Annie Coull demonstrates the collaborative approach that her team took with stakeholder engagement.

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<table border="1" cellspacing="0" cellpadding="0"> <tbody><tr><td width="779" valign="top"><p>What’s in a hospital?</p> <p>In this highlight from her presentation at UX Week 2015, Annie Coull demonstrates the collaborative approach that her team took with stakeholder engagement.</p> </td> </tr><tr><td width="779" valign="top"><p>33:27-37:36</p> <p>So, Common Features Workshops. Representatives from the three hospitals that would make up UCSF Medical Center at Mission Bay never met together during the programming phase of the project where they came up with functional descriptions and quantified the space. They worked in departmental silos. So the first thing we did–as the design team–was to bring them together in these Common Features Workshops for patient rooms and exam rooms. We needed alignment for the Building Blocks as a starting point for the tweaks that each group could make during the design process to care for their own distinct patient population. Whether it was a child, or a cancer patient, or adult, or a post-partum woman. We held four-hour workshops for each type of Building Block Room: Acute Care Patient Room; Critical Care Patient Room; Exam Room. And, the client was not at all convinced these workshops would be successful in many ways. They were worried about attendance. They were worried about participation, and the value for time committed. But we felt it was worth the risk to get alignment. We made the location convenient; we had refreshments, always brings people; we prepared tools ahead of time; we stimulated their thinking with benchmarks and best-practice examples; and then we got out of the way.</p> <p>So, we had them working at small tables. You can see the labels on the people. We assigned small groups that were diverse in both job title and specialty, and they used these kits that we had prepared ahead of time to work on these tables in a very large, open room. The Chair of Pediatrics on the left there at that time, Sam Hawgood, became the Dean of the School of Medicine, and then the Chancellor of UCSF over the period of this project, eight years! Administrators, managers, Child Life specialists, and clinicians worked collaboratively to negotiate their respective needs.</p> <p>They started with the outline of a room with dimensions and proportions that met their space program.&nbsp; And then it was all up to them. If they found that there was a piece missing, they just were able to make it right there from the materials we provided.</p> <p>And finally, each table had a representative that had to present to their colleagues what that group’s ideal room design was. And when we debriefed, they were surprised to see how much they had in common. It was an invaluable realization because it gave us the building blocks–fifty percent of space the patient rooms–fifty percent of space in the three hospitals and they preserved precious flexibility for unexpected changes in the future.</p> <p>Child Life–you heard us mention it earlier–is a relatively new discipline in children’s hospitals. Those folks are fully responsible for non-clinical needs of children in the hospital. For a solid week during the design, children of all ages became users when they worked with the Child Life Staff and our Design Team during their regular activities, and they focused on aspirations for the new hospital.</p> <p>Older children and teens did dot polling on environmental images that resonated with them and that they liked. You can see on the left, the picture that had the three green dots on it seemed to be a popular one. Ultimately, these informed the design for their Teen Lounge in the hospital.</p> <p>With younger children, it wasn’t quite so literal. They told us what they wanted their rooms to feel like. They used all kinds of materials and colors in shoebox patient rooms, and that gave us an idea of what they wanted it to feel like. And these ideas inspired the finishes and the details of the pediatric patient room.</p> <p>Parents also had incredible input. When they come to the hospital with kids who are seriously ill, they come often. They even call themselves ‘Frequent Flyers’. They move in to the patient room to be with their child. They told us they need adequate storage–they told us many things, but one of the things that popped out–was adequate and secure storage for their things while they were in the hospital. We were able to incorporate these features, but we wouldn’t have known that had we not had the Family Advisory Council as a user.</p> </td> </tr></tbody></table>

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