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Message Leighton Heart & Vascular Center Memorial Hospital of Indiana engaged IDEO to help them create a wholly patient-centered experience for their new Heart and Vascular Hospital, which houses 29 new private rooms, two cardiac labs, two radiology suites, a 20-bed short-stay unit, an electrophysiology lab, a complete suite of diagnostic and treatment services, a new registration and waiting area, and physician office space. IDEO began with an intense period of observations and research at the hospital, spending time with patients, families, surgeons, nurses, technicians, administrators, volunteers, and more. IDEO then mapped the complex system from the patient’s point of view, recreating patient and family journeys that ranged from a simple physician consultation to open-heart surgery. These journey maps helped the Memorial stakeholders understand the emotional states of patients and their families. The team then created a set of design principles that were used as a way to generate design ideas and provide a way to evaluate future decisions and the whole user experience: space, tools, technology, as well as service roles. IDEO applied these principles to six distinct areas of the program: reception, corridors, short stay, departmental entries, nurse stations, and patient rooms. These areas were visualized in 3D “experience blueprints” to illustrate how the spaces, services, and tools should act in each scenario. A series of workshops brought together IDEO and a cross-section of Memorial stakeholders to create and refine concepts, focusing on family hospitality in patient rooms, flexibility at nurse stations, and communicating branding and identity at reception. The workshops helped translate design and experience ideas into documentation that fed directly into the architect’s design plans. During this final phase, specific areas of challenge (e.g., the nurse station) were targeted for higher-level, in-practice prototyping. Construction is scheduled to be completed by early 2005. http://www.ideo.com/work/leighton-heart-vascular-center/