Allina Greenway

Defining and establishing the vision for patient experiences through storytelling

Concepting, designing, and prototyping to solve
problems and create exceptional experiences

Summary

Allina sought to make things different at their new Greenway location. Through a combination of workshops, ideation, strategy, and research, we presented an experience story to be an inspiration for employees working to make the Greenway clinic come to life.

Details

Client: 

Allina Greenway

Agency: 

Zeus Jones

Category: 

Service Design / Brand Positioning / Experience Strategy

Timeline: 

2 months

Skills: 

Concepting / Research / Sound Design / Experience Design

Objective

Define the patient experience for the upcoming Greenway Clinic

Allina Greenway came to Zeus Jones to understand what the existing patient experience is like (pain points and all) and find ways making things different with their upcoming Allina Greenway location. See circular graph for particular points of focus.

Process

Collaborative Design Thinking Workshops

To dig deeper into their existing processes and unearth pain points within the patient journey, we did two collaborative workshops with the client. The first was to gain an understanding, and the second was to share the patient-first vision based on our findings and determine actionable next steps to make it real. The sticky notes show us outlining of the patient journey and determining the most "make or break it" moments to address in our experience story.

Solution

The Vision for Greenway

Instead of creating static personas and user journey maps, I had suggested creating an active experience story through sound design and visuals that was still vauge enough to inspire instead of direct. Since we were a small and lean team for this project, my skills in video and audio production/editing came in handy. After working alongside a strategist and copywriter to get the narrative finalized, I sourced the voice talent and coached them in the recording studio. Afterwards, we got the raw audio and with less than 24 hours until presentation day, we divided and conquered: I focused on the sound design and making sure the video was ready, a designer worked on gathering the visuals for the video, and a strategist duo tag-teamed to get the workshop outline ready. It was an amazing collaborative effort that came together beautifully, utilizing everyone's collective strengths to get things done.

Result

Defining and Establishing How the Patient Experience Should and Will Be

By the second collaborative workshop, we shared the Allina Greenway vision - and it was a hit. Stakeholders from every aspect of the clinic experience was present: from Operations, Doctors, Construction, Architecture, Marketing, etc. everyone aligned with the vision and what it entailed. It achieved the goal of starting a productive conversation on how Allina can push themselves to achieve this vision, one change at a time.

Why this worked

Inspired and facilitated healthy discussion about the future of allina

The experience story enabled stakeholders to see the vision from start to finish and facilitate a discussion. We kept it somewhat vague so they can also add to the Allina Greenway experience.

established a vision and clearly outlined next steps

Provided enough direction to see the goal, but wasn't too concrete so the realists in the room don't immediately shoot it down. Also provided a vision for the company to work towards as they finished construction/training.

collaborative effort enables a "We" environment for gaining stakeholder buy-in

Through these collaborative workshops, they made all stakeholders feel that their role made an impact on developing the future vision, empowering them later when implementing it.

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The Process

behind-the-scenes: Workshop Material Excerpts

Concepting, designing, and prototyping to solve
problems and create exceptional experiences

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Features

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Features

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Features

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Heading

The spectacle before us was indeed sublime.

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Features

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Button Text
Workshop Material Excerpts
The Team

Jen Shadowens, Partner & Strategist
Sarah Herberg, Strategist
Alex Cutler, Producer
Gordan McIntyre-Lee, Designer
Keith Van Erdewyk, Creative
Angelica Ortiz, Experience Designer

MY RESPONSIBILITIES

Concepting, User Experience, Creative Direction, Storytelling, Video Editing, Sound Design

TOOLS USED

Premiere, Audition

MY RESPONSIBILITIES
CONCEPTING
USER EXPERIENCE
CREATIVE DIRECTION
STORYTELLING
VIDEO EDITING
SOUND DESIGN
PROTOTYPING
PROTOTYPING
CONCEPTING
USER EXPERIENCE
CREATIVE DIRECTION
STORYTELLING
VIDEO EDITING
SOUND DESIGN
UNITY
SKETCH
TOOLS USED
PREMIERE
AUDITION
PREMIERE
AUDITION
VIDEO EDITING
UNITY

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