The document outlines a research plan to restructure primary care systems. It examines factors like culture, place, technology, management and policies that influence patient experiences. The team will conduct shadowing, interviews, think aloud protocols and surveys to understand the current system from the perspectives of patients, medical professionals and others involved. Their goal is to structure primary care in a new way to better support patients.

1. Designing for Service
Designing for Service ’08 | Shelley Evenson
Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University

2. Process
Experience Flow
People Flow
Material Flow
Data Flow
Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University

3. Hunt statement
To structure existing primary care systems in a new way to
give patients a more complete health care support system.
Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University

4. Patient
Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University

5. People
People
Friends
Spouse Events
Inquery
Reservation
Check
Parents
Primary care
Patient Physician
Experience
Notification
Case archives Reference
Co-patient Feedback Visitors
Advice
Events Consultation Document Events
Coordination
Asistant
Insurance
Nurse agents
Specialists
Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University

6. Place
Garage
Parking Primary
Home Computer
Lounge area
Internet
People doctor’s
Medicine storage place
People Waiting room
office
Phone SSN card Information kiosk
Friends
Spouse Examination rooms
Medicinal Events Reception desk
Insurance
Inquery Staff’s office
card
Reservation
Bathroom
Check
Parents
Primary care
Patient Physician
Experience
Notification
Case archives Reference
Co-patient Feedback Visitors
Advice
Events Consultation Document Events
Coordination
Asistant Parking
Parking Waiting room
Insurance
Reception desk Nurse Staff’s office
agents
Checkstand
Specialists
Sickroom Hospital
Drug Store Lounge area
Examination rooms
Pharmacy
Parking Waiting
Lounge Reception room
area desk
Information
Examination kiosk
rooms Staff’s office
Specialists
office
Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University

7. Culture Factors Diagnosis
Gender Factors
Age
Physical Check-up
language
Prescription
Culture Background Case History
Education Case Materials
Religion Diagnosis records
Emotional care Medical devices
Facilities
Behavior patterns
Ethnicity
Place Paperwork
Communities
Garage Technology
Parking Primary
Home Computer
Lounge area Factors
Internet
People doctor’s
Medicine storage place
People Waiting room
office Examination Devices
Phone SSN card Information kiosk Portable medical Devices
Friends
Spouse Examination rooms Communication Devices
Medicinal Events Reception desk
Insurance Databases
Inquery Staff’s office
card Science and Research
Reservation
Bathroom
Check
Society Factors Parents
Primary care
Medicinal Insurance system
Patient Physician
Managed Care plans
Experience
Health Maintenance
Notification
Organization (HMO) Case archives Reference
Co-patient Feedback Visitors
Advice
Events Consultation Document Events
Coordination
Asistant Parking
Parking Waiting room
Management
Reception desk Nurse
Insurance
agents
Staff’s office Factors
Checkstand
Specialists
Sickroom Hospital Brand Strategies
Drug Store Lounge area Medical System
Promotion
Examination rooms
Reeducation
Pharmacy
Parking Waiting Recertification Exam
Lounge Reception room
desk Medical Billing
area Information
Examination kiosk
rooms Staff’s office
Specialists
office
Economic
Factors
Finational Plan
Budget Political Factors
Non-Profit Organizations National medicinal policy
Funds Local government policy
Public health policy
Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University

8. Culture Factors Diagnosis
Gender Factors
Age
Physical Check-up
language
Prescription
Culture Background Case History
Education Case Materials
Religion Diagnosis records
Emotional care Medical devices
Facilities
Behavior patterns
Ethnicity
Place Paperwork
Communities
Garage Technology
Parking Primary
Home Computer
Lounge area Factors
Internet
People doctor’s
Medicine storage place
People Waiting room
office Examination Devices
Phone SSN card Information kiosk Portable medical Devices
Friends
Spouse Examination rooms Communication Devices
Medicinal Events Reception desk
Insurance Databases
Inquery Staff’s office
card Science and Research
Reservation
Bathroom
Check
Society Factors Parents
Primary care
Medicinal Insurance system
Patient Physician
Managed Care plans
Experience
Health Maintenance
Notification
Organization (HMO) Case archives Reference
Co-patient Feedback Visitors
Advice
Events Consultation Document Events
Coordination
Asistant Parking
Parking Waiting room
Management
Reception desk Nurse
Insurance
agents
Staff’s office Factors
Checkstand
Specialists
Sickroom Hospital Brand Strategies
Drug Store Lounge area Medical System
Promotion
Examination rooms
Reeducation
Pharmacy
Parking Waiting Recertification Exam
Lounge Reception room
desk Medical Billing
area Information
Examination kiosk
rooms Staff’s office
Specialists
office
Economic
Factors
Finational Plan
Budget Political Factors
Non-Profit Organizations National medicinal policy
Funds Local government policy
Public health policy
Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University

9. Culture Factors Diagnosis
Gender Factors
Age
Physical Check-up
language
Prescription
Culture Background Case History
Education Case Materials
Religion Diagnosis records
Emotional care Medical devices
Facilities
Behavior patterns
Ethnicity
Place Paperwork
Communities Scheduling
Garage Technology
Parking Primary
Home Computer
Lounge area Factors
Internet
People doctor’s
Medicine storage place
People Waiting room
office Examination Devices
Phone SSN card Information kiosk Portable medical Devices
Friends
Spouse Examination rooms Communication Devices
Medicinal Events Reception desk
Insurance Databases
Inquery Staff’s office
card Science and Research
Reservation
Bathroom
Check
Society Factors Parents
Primary care
Medicinal Insurance system
Patient Physician
Managed Care plans
Experience
Health Maintenance
Notification
Organization (HMO) Case archives Reference
Co-patient Feedback Visitors
Advice
Events Consultation Document Events
Transportation Coordination
Asistant Parking
Parking Waiting room
Management
Reception desk Nurse
Insurance
agents
Staff’s office Factors
Checkstand
Specialists
Sickroom Hospital Brand Strategies
Drug Store Lounge area Medical System
Promotion
Examination rooms
Reeducation
Pharmacy
Parking Waiting Recertification Exam
Lounge Reception room
Time
desk Medical Billing
area Information
Examination kiosk
rooms Staff’s office
Specialists
office
Economic
Factors
Finational Plan
Budget Political Factors
Non-Profit Organizations National medicinal policy
Funds Local government policy
Public health policy
Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University

10. Research
Plan
Shadowing
Interview
Think Aloud
Survey
Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University

11. Thank you.
Any questions?
Maria Emerson • Brigit Kang • Priyanka Shetye • Sungjoon Steve Won • Wei Zhou Designing for Service | Carnegie Mellon University