FINDING THE RIGHT

What is the challenge about and why is it important to take it on?

Visitors feel that it is difficult to find inside CSK and other, similar care units in the county. The information signs that exist today are not enough. Registering at the reception takes time for both visitors and staff. In addition, self-service does not always work at all units in the county. This can create increased stress, both before and in connection with the visit. Patients are late for their appointments or don't show up at all. If more people can get to the right place on their own, resources can be used to help those with greater needs.

This has happened in the case

Staff at the region have conducted interviews with visitors, patients and staff at CSK. The interviews were supplemented by staff at the region having to simulate a visit with impaired vision, as well as having access to statistics on how many people call in and ask for directions to specific receptions at CSK. A workshop was then held with representatives from the Red Cross, Karlstad University, Karlstad Municipality and Region Värmland. The aim was to process the material and create an understanding of the patient journey between home and the care visit. Then a smaller group at the region worked together with Compare to develop a persona. It is a fictitious person who is representative of the target group. The goals, insights, behaviors and challenges that exist were also included in the persona.

Our challenge

How can we help visitors feel safe, make them understand where they are going and help them get to the right place on time. The same place may have different names, and the visitor may also have difficulty with the Swedish language and want confirmation that he is on the right track.

This is what we have done

In August, we worked on developing ideas during a workshop, developed simpler prototypes during a "hackathon" and then performed user tests. All events were open to both companies and individuals to participate in.

This is in progress

In February, a study was started by researchers from Karlstad University linked to Finding the Right Way. Here you can read more about the study
If you want to participate in the study, you will find more information here.

Need owner

Region Värmland

Contact person

Malthe Vesström, Process Leader, DigitalWell
+46 (0)72 530 36 88
malthe.vesstrom@compare.se