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It was a live project with Fujitsu and Institute of Design Innovation, Glasgow, to analyse the health emergency scenarios, that might occur during the Tokyo Olympics, 2020, and propose solutions for the same. According to the office for National Statistics, UK, around 590,000 people from all over the world visited UK for the Olympics or attended a ticketed event. A similar turn is expected in the Tokyo Olympics in 2020. With that large influx of people, there are greater chances of occurrences of health emergencies. Our analysis of the health service led us to believe that these emergencies can be further complicated by the lack of medical information about the medical data/history of the patients traveling to Tokyo.
The new service proposes a system in which the different stakeholders can access the medical data/history of the patient in emergency situation in an easy and secure way. The service will be offered by the Olympics health committee and Fujitsu will provide the technology support. The patients with critical health conditions, allergies or personal values, which might effect or delay their treatment in case of a health emergency can register with their data while booking an event ticket. On arrival in Tokyo, visitors collect the bands at the airport and other collection points in Tokyo, using the code they had been provided during registration. Visitors attend various events at the Olympic wearing the bands with their data, which can be accessed by the medical team, through the code on the bands or using the NFC technology. It also gives location of the patient in case an emergency happens. At the back end, aggregate data is used for medical capacity management during the Olympic events.
The project team constituted of Kathi, Fred, Priscila, Mary, Nuii and Myself from Germany, Denmark, Mexico, China, Thailand and India respectively. The research which was mainly composed of interviewing doctors and medical professional in our respective countries revealed that although there is a standardized protocol which is followed in emergency cases, a lot of time is lost because the medical information/data of the patients is not available when required. There are different formats of storing medical data in different parts of the world and in a lot of the places its still recorded on paper. There would be no way in which the medical team of the Tokyo Olympics can access all this data in different formats. Also a lot of times even critically ill patients forget to carry their medical files when traveling or even if they do, they are not complete.
Hence while analyzing the friction points of the customer journey during an emergency situation, we chose to analyze them in terms of points at which time was lost due to various reasons like non-availability of medical information, not being able to communicate due to language barrier or the medical staff not being able to locate the patient. This is because during our research we had realized that the three main reasons which can contribute to further complicating emergencies will be lack of medical data, language barrier and locating the patient. Click below to see detailed visitor personas, stakeholder maps, customer journey and friction point analysis.
Visitor Personas (click to enlarge)
Stakeholder Map (click to enlarge)
Customer Journey and Friction Points
Opportunity Map (click to enlarge)
In the new service the patient can record his medical information and travel before traveling which can be accessed easily and securely by the medical team of the Tokyo Olympics in case an emergency happens with the patient. The same aggregate information can be used by the Tokyo Olympics team for capacity management on the venues during Olympics. There were three potential stakeholders for storing storing information. First the patients themselves, but they keep losing and there is no guarantee that they won’t forget to carry it whenever they are traveling to an event. Second is the medical organizing team, which can assure safety of data and also assure that the data will not be misused. This was found to be the most feasible option and Fujitsu can provide the technological support in data storage, processing and management under the supervision of the Olympic Health Committee. The third stakeholder was the insurance provider but was not included in the service because of the privacy concerns. The proposed wrist band would have GPS technology which will help to access the location of the patient in case of an emergency. It will have a code inscribed on it using which ONLY the medical team can access the medical data of that particular patient. Click below to see detailed service blueprint, new user journey and the new stakeholder map.
Service Blueprint (click to enlarge)
New Customer Journey (Click to Enlarge)
New Stakeholder Map (click to enlarge)