Case Study
Easy Hospital: a simple and seamless experience to access healthcare services
"Mobile first and citizen centered" wayfinding and reception ecosystem solution to improve access and use of citizen services at healthcare facilities.
Where: italy
Where: italy
Challenge
A new multicanal and multimodal digital experience designed and developed by adopting participatory Service and Human Centered design approaches.
Approach
The solution welcomes, orients and guides the citizen to access services, health and non-health, offered at the physical spaces of Policlinico Sant'Orsola-Malpighi. The app becomes the personal guide to the wayfinding of citizen services in healthcare in phygital and seamless mode because it puts the user's need at the center to enable hybrid and fluid experiences, seamless in the transition between the digital environment (CUP, payments, etc.) and the physical environment (totems, waiting rooms, outpatient clinics, etc.) where services are located.
Digital Ecosystem
Solution
Digital Ecosystem
The Easy Hospital App allows citizens to be geolocated within the hospital facility, welcomed, and guided through 2D indoor and outdoor navigation maps from the entrance to the waiting room they are directed to, using GPS, Bluetooth, and beacon sensors in the two pavilions. The solution integrates all the services aimed at improving the user experience of healthcare services: from receiving the confirmation SMS of the reservation and saving the appointment, the citizen can perform the steps through the app. Even acceptance is digital: upon entering the pavilion, the user is recognized, makes the payment of the ticket (when necessary), and receives the number on the waiting list. At the end, the app will suggest to the citizen other useful services: return to the parking lot, stops of local public transport, pharmacies, bars, etc.
Results
Support for outdoor and indoor navigation
Implementation of services for reception
Fluidity in the physical digital experience
Impacts
Technologies
Internet Of Things
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From the Internet of Things to the Internet of Me: the key to data connection.
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