Designing the Future, Engineering Reality: Prototyping in the Emergency Department

Antonio Starnino
University of Reggio Emilia and Modena, Reggio Emilia, Italy

Clio Dosi
University of Reggio Emilia and Modena, Reggio Emilia, Italy

Matteo Vignoli
University of Reggio Emilia and Modena, Reggio Emilia, Italy

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Ingår i: Service Design Geographies. Proceedings of the ServDes.2016 Conference

Linköping Electronic Conference Proceedings 125:53, s. 574-579

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Publicerad: 2016-05-17

ISBN: 978-91-7685-738-0

ISSN: 1650-3686 (tryckt), 1650-3740 (online)


This case study covers the implementation of a live prototype aimed at addressing the issue of overcrowding at the emergency department (ED) of the Santa Maria Nuova Hospital (ASMN) in Reggio Emilia (Italy). It was facilitated by a team of service designers and management engineers from the University of Modena and Reggio Emilia (UNIMORE), and a working group of 15 professionals composed of doctors, nurses and auxiliaries. The live prototype involved the 150+ staff of the emergency department and over 3,750 patients over a period of 34 days. The end result of the service was a smoother patient flow that reduced waiting time by 38%, and had a patient satisfaction rating of 94% increased staff-patient communication. The service also carried negative effects on how doctor’s viewed their professional identity, and caused stress due to uncontrollable noise limits.


service design, live prototyping, healthcare, emergency department


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