Applying Design Thinking to process improvement:

How can we ensure that the best doctors in Brazil choose to perform surgeries at Rede D'Or São Luiz hospitals? To answer this question and, consequently, improve the surgical workflow experience across their units, we were invited by the Digital Transformation team to lead a comprehensive Design Thinking process.

A clinical deep dive.

To understand the challenges faced by the various stakeholders involved in this process, we conducted an in-depth immersion phase, which included interviews with patients, healthcare professionals, and administrative staff, as well as two workshops and plenty of sticky notes!

Given the scope and importance of the subject, we generated over 30 ideas, covering different stages of the workflow and proposing everything from changes to hospital processes to new digital platforms.

Given this scenario, it was necessary to carry out a series of prioritization steps. We used our Value Engineering process to identify the most valuable tools and ideas for defining an MVP.

Value Engineering: a powerful tool for prioritization.

Common mistakes with any MVP generally involve over-scoping or basing the feature set on gains that do not address the most critical pain points.

To address this, we developed a process at Marte for and the complexity of its solution.

Aiming to understand which system MVP would be most important for the desired surgical workflow, we used one of our most complex versions of Value Engineering. It was the path chosen to balance the perspectives of different participants: surgeons, nurses, scheduling managers, hospital directors, heads of clinical centers, etc.

The result is a visual matrix that allows for identifying an appropriate scope for the MVP, as well as projecting future waves of development for the solution.
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*To maintain the confidentiality of this project's findings, further results will only be published in the future.