Philips | Customer service repair portal concept

I recall the moment. We were at a customer site doing user testing on the PerformanceBridge application suite. While casually talking with operations management personnel, I realized that if the backend operational management of the system was challenging, all the data dashboards in the world would go unused while technicians simply kept things running. We needed a more holistic solution to help the systems (people and tech) do better.

 

Using service design tools and methods, my team and I started with the simple question of the customer: "How should it work?" This led to us crafting a full end to end experience vision.  Video storytelling and high fidelity prototypes demonstrated to clinicians and to the business a view of what the experience could be to help improve the patient outcomes.

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Role: Product manager, design direction, design leadership