Process of making
We used Hassenzahl's framework in decompose the experience into three parts: 1. Why: the patient want to be treated and feel heard; 2. What: a friendly robot that can assist the human nurse; 3. How: check in on patients, assist in triage and planning. M. Hassenzahl. User experience and experience design. The encyclopedia of human-computer interaction, 2012.
Learning from activities
The challenge Philips Design presented a broader case that could take many forms, as it is part of Philips the product company. The challenge is about the current situation in the emergency department, the different user perspectives, and the needs. Here it is important to fully immerse into the user's experience, this can be done best by the four phases of empathy. In the challenge, it is important to understand the different key needs, key personas and need tension to design products that would cover the stakeholders. Philips Design highlights in the presentations how important it is to reach out to the user to have a better understanding of their experience.
