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KP Lobby of the Future

Project type

Physical prototyping + participatory design

Date

2017

Location

Los Angeles, CA

Kaiser Permanente hired my firm, Winnow Research, to lead a complex project to define and prototype the technology, service support, and architecture to support a completely new customer experience for the lobbies of their southern California hospitals.

A complex service design challenge

A complex service design challenge

Testing current processes was not enough information

Testing current processes was not enough information

3. Experimenting

3. Experimenting

4. Rough prototypes

4. Rough prototypes

5. Testing rough experiences

5. Testing rough experiences

6. Co-creation with staff

6. Co-creation with staff

7. Prototyping in live clinics

7. Prototyping in live clinics

9. Inventing new tech

9. Inventing new tech

12. Highly collaborative

12. Highly collaborative

13. Conclusion

13. Conclusion

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