The third SDIN workshop took place on January 22nd, at Karlstad Hospital. and was entitled “Coming to your senses – exploring the role of the body in service design”. This workshop was organized by Tomas Edman from Experio Lab and County Council of Värmland.
The workshop was divided into three parts:
1) Participants observed service operations within the Karlstad hospital using a framework to guide note-taking and personal reflections on the process
2) Participants used empathy tools to stimulate impairment, complete several tasks and document their reflections on the experience
3) Participants engaged in a rapid low-fidelity prototype exercise, reflecting, redesign and redefining a common healthcare-related instrument: a stethoscope.
In this workshop, participants explored the value and limitations of bodily experiences in service design processes. Through observation, they were able to capture and reflect on different hospital environments and people behaviours, discovering new opportunities to engage in service design.
The use of empathy tools to simulate impairments was very impactful, with participants discovering first-hand how different impairments can have a very strong impact on the service experience and, consequently, on service design. The reflections that ensued portrayed the vulnerability that participants felt, caused by the impairments they tested, and the implication of this vivid experience on future service design efforts in a healthcare setting. Due to their ability to simulate impairment and the consequent impact on those who try them, these empathy tools were deemed very helpful for service design.
Finally, completing this very hands-on workshop, the engagement with rapid low-fidelity prototype, gave the participants an opportunity to put to practice their reflections on the previous exercises and, not only redesign, but also redefine the stethoscope. More than a product-design effort, the focus here was in designing a new experience with such a common object in this service setting. Learning from the previous exercises, participants designed a more inclusive and supportive experience.
Check below some of te equipment participants used as empathy tools: