Design thinking at the Rotterdam Eye Hospital

How user-centricity helps to reveal and achieve a goal so hard as to “reduce patients’ fears”

“…The first step in any design-thinking process is to understand the end-user’s experience. In this case, a team of the Rotterdam Eye Hospital’s CEO, CFO, managers, staff, and doctors wanted to understand how their patients felt when they entered the hospital and what could be done to improve their experience. The hospital board directors realized that most of their patients felt afraid of going blind. Thus their primary goal should be to reduce patients’ fears” …Lees meer