Mayo Clinic

The Problem

Mayo Clinic approached our team to brainstorm possible office redesigns for busy physicians struggling to use outdated, non-private office spaces for their hybrid appointment schedules.

Our driving question: how can we reimagine Mayo Clinic virtual visit office spaces into a hub of innovation that cultivates professionalism and trust between physicians and patients?

Design Thinking Process

As a team of creatives with diverse competencies, we dedicated ourselves to making sure that research led our ideation. Our final proposals and results wouldn’t be possible without the critical data gained from case studies, stakeholder maps, on-site visits and extensive user interviews, client feedback, and more.

Defining Users

With the context of the problem better understood, we endeavored to center physicians at the heart of our concept development. Through on-site interviews, we found a variety in physician office wants and needs that we streamlined into two primary categories:

Physicians who want a comfortable, familiar office setup with ample opportunities for customization.
Physicians who are inspired by medical innovation and want offices full of cutting-edge technology and flexibility.

From here, we generated two user personas to build custom solutions for.

Teamwork in Writing

As we built out solutions for our two user personas, I worked with UX Designers, Design Managers, Interior Designers, Service Designers, Industrial Designers, and Animators to generate accessible yet inspiring text on the visual and technical content of the project. We created two office innovation propositions based on the nuance and diversity of doctor needs, with aesthetics inspired by the oceanic location of the Jacksonville Campus. Our first solution Trident, inspired by the user persona Shelby, is a website-based onboarding office customization system dedicated to maximizing the efficiency of personalized office spaces through cultivating a space of increased morale, privacy, and expression of physicians’ personal styles.

Our second solution is Atlantis, inspired by the user persona Sebastian. Atlantis is a long-term, unique innovation space dedicated to empowering Mayo Clinic physicians to have the most efficient and secure virtual visits in the entire healthcare industry. This virtual visit pod allows physicians to customize the environment of their virtual visit through integrated AI environment assistance, comprehensive scheduling interface, and the ability to see patient charts and live video feed on the same screen during appointments.

Results

Overall, the project was a success and Mayo Clinic Jacksonville was very pleased with our content. Asa student team, we learned valuable lessons regarding how to confirm the content of a brief that might feel a little nebulous at first and the importance of gathering on-site user research when possible to drive design thinking and innovation, particularly in interiors-related projects.

Takeaways

As project manager, I leveled up my skills in developing effective communication channels with a variety of design competencies I hadn’t worked with before, including Service Designers and Industrial Designers. Through people-driven management, content scheduling, and active communication, we delivered innovative ideas on a tight schedule.

As the team’s UX writer, I fully immersed myself in user research and the insights of my peers to create strong writing for this brief. In a short period of time I expanded my UX writing skills in relation to medical technology and industrial + interior design, and I’m super excited both by the results of this project and for what the future holds.

For additional content on our users, Trident and Atlantis, and our amazing team, visit the official process website.