The First Five: Imagining the Entrance Experience at the New St. Paul’s Hospital

Providence Health Care

Quality Improvement

Timeline

October 2017 – April 2018

HDL Team

Caylee Raber
Nadia Beyzaei
Eugenie Cheon
Steph Koenig
Emi Webb

Partners

St. Paul's Hospital Redevelopment Team

Funders

Providence Health Care

How can we imagine the patient and visitor experience for the new hospital?

In 2017-2018 HDL collaborated with the St. Paul’s Hospital redevelopment team, to further explore and consider the patient and visitor experience upon entry into the new hospital. Titled “The First Five”, the focus of this project was on the first 5 minutes, the first 5 user needs and the first 5 actions upon entry. This project explored questions such as:

  • What will be the emotional state of people as they enter the facility and how can this be considered in the design of the space and services delivered?
  • How can we create an entrance space that is empathetic, community-centered and supportive?

Engagement Approach

The HDL team used a human-centered design approach, to observe, listen and generate insights for the new entrance. Beginning with site visits and ethnographic observations at facilities across the Lower Mainland, our findings informed the development of a set of personas and co-design activities specific to the St. Paul’s Redevelopment project and local community. Utilizing these tools HDL led three community co-design workshops in order to gain insights and recommendations directly from past patients and visitors.

Knowledge Sharing

Through a participatory design process and community engagement, this project resulted in a series of ideas and recommendations for the St. Paul’s Redevelopment Team and the architectural team.

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