Healthcare Design Practice for Humanizing the Patient Journey

Cecilia Xi Wang, Craig M. Vogel, Shaun A. Wahab

Research output: Chapter in Book/Report/Conference proceedingChapter

1 Scopus citations


Design practitioners should play a critical role in shaping a human-centered healthcare experience through innovative empathic solutions. The chapter explains the value of the humanized patient journey and how to foster it in the hospital environment by healthcare design practice. The content retrieves from several collaborative healthcare service design projects from the Live Well Collaborative, the University of Cincinnati Health, and GE Health. The multidisciplinary team used the approach to identify the challenge of outpatients and families not fully understanding the radiology department’s processes and workflow. Humanizing the radiology patient journey was distinguished as an essential issue. The projects engaged multidisciplinary students in holistic patient experience throughout the design practice process by incorporating research, identification, and refinement. Benchmarking, site observations, co-design activities, and in-depth interviews merged with data and insights drawn from scholarly evidence-based design literature reviews. Using a human-centered design practice process, motivated the multidisciplinary team to be more engaged in the project. Therefore, it facilitated the creation of a new and original toolkit for humanizing the patient journey. The toolkit was innovative and impactful in supporting all stakeholders in the outpatient radiology journey.

Original languageEnglish (US)
Title of host publicationService Design Practices for Healthcare Innovation:Paradigms, Principles, Prospects
PublisherSpringer International Publishing
Number of pages15
ISBN (Electronic)9783030872731
ISBN (Print)9783030872724
StatePublished - Jan 1 2022

Bibliographical note

Publisher Copyright:
© The Author(s), under exclusive license to Springer Nature Switzerland AG 2022.


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