Design Thinking

April 2023 Examination

1. Consider improving the experience of senior people in wheel chairs at a 3-star hotel.
What will be the research plan you will create for this purpose? (10 Marks)

Ans 1.

Introduction:

The hospitality sector is essential for providing for people and honouring their distinct needs.
However, not all accommodations are now set up to provide the same services to those with
impairments. Meeting the needs of elderly people in wheelchairs is one of the most frequent
difficulties facing the hospitality sector. The goal of this study project is to enhance the stay
of elderly people in wheelchairs at a three-star hotel.

Application & Concept:

The research plan will include a variety of approaches and steps to help identify the current
issues that seniors using wheelchairs are facing as well as advice on how to make their
experience better.

When establishing a study plan to enhance the experience of senior humans in wheelchairs at
a 3-star resort, it's critical to consider the specific needs and obstacles experienced by this
institution. This research plan attempts to pinpoint the critical elements that influence senior
guests in wheelchairs' satisfaction at a 3-star hotel and to offer suggestions for enhancing
their stay.

Step 1: Do a literature review

Doing a literature review is the first step in this research plan. Learning about recent literature
and conducting research on the opinions of elderly people using wheelchairs in lodges would
be required for this. The review of the literature will help identify the major problems
experienced by elderly people using wheelchairs and provide information on solutions that
have worked well in other hotels. Accessibility, customer service, and employee training are
some crucial topics that need to be investigated inside the literature review.

Step 2: Conduct surveys and interviews

The second phase is to conduct behaviour surveys and interviews with elderly people in
wheelchairs who have been at the 3-celebrity hotel. The purpose of the survey is to gather
information about their experiences and identify any problems they may have encountered. A
specific group of elderly people in wheelchairs who have been at the hotel within the past
year will receive the survey, which may be performed online.

In addition to the poll, interviews might be conducted with a small institution of seniors in
wheelchairs who have stayed at the inn these days. Either in-person or video conference
interviews will be conducted. They'll be geared to offer more specific information on their
reports and indicate any unique difficulties that could have been missed within the survey.

Step 3: Make observations

The third step in this research design is to perform behavioural observations of the hotel. This
will involve going to the resort and listening to feedback from elderly people using
wheelchairs. To gain a thorough understanding of the issues faced by seniors using
wheelchairs, observations may be made throughout specified hours of the day and on regular
days of the week.

The observations can be conducted by qualified observers who will use a checklist to find
any problems with accessibility, customer service, and staff training. The results of the
literature research, surveys, and interviews will be used to create the checklist.

Step 4: Review records to find important concerns

Analyzing the data from the literature review, surveys, interviews, and observations is the
fourth phase. The records may be examined to determine the core issues facing senior
citizens using wheelchairs at the 3-star resort. The process of evaluating the records include
finding any recurring themes or trends in the data as well as any unique issues that demand
specialised attention.

Step 5: Make recommendations

Expanding on proposals based on study plan findings is the last phase. The pointers will be
created to deal with these concerns practically and efficiently and might be based on the
important issues found during the data analysis. The suggestions might be made to improve
the stay for elderly people in wheelchairs at the three-star lodge.

The recommendations should be presented in a file format, including an executive summary,

introduction, methodology, results, dialogue, and conclusion. Even a detailed action plan
outlining the precise procedures that will be done to put the suggestions into practise might
be included in the report.

Method:

Both qualitative and quantitative research techniques will be used in the study. While
quantitative techniques will be utilised to analyse the data and find important qualities and
patterns, qualitative procedures may be employed to gather information on the experiences of
elderly persons using wheelchairs.

Qualitative research: The qualitative study methodologies will include in-depth interviews
with elderly people in wheelchairs who have stayed at a three-star hotel. These interviews,
which can be conducted by men or women or over the phone, might be made to collect
particular information about their stories. The interview questions will cover a variety of
subjects, such as the inn's accessibility, the quality of the facilities, the degree of customer
service, and any difficulties or difficulties they encountered while they were there.

In addition to the interviews, the qualitative research will even incorporate on-site inspections
of the hotel. The observer will contrast the resort's accessibility features, including the
availability of ramps, elevators, and accommodations suitable for wheelchairs. They will also
look at the resort's layout and design in general to see if there are any obstacles or difficult
conditions for elderly people using wheelchairs.

Quantitative research: The quantitative study methodologies will involve surveys of elderly
people using wheelchairs and the resort staff. The surveys may be created to collect data on
the main factors influencing elderly citizens' level in wheelchairs at a three-star hotel. To
encourage members to be open and honest, the surveys will be conducted online and may be
anonymous.
Conclusion: The study strategy described above will improve the experience of seniors using
wheelchairs at a well-known, distinctive hotel. A literature review, surveys, interviews,
observations, statistical analysis, and creating suggestions are just a few of the steps in the
plan. The suggestions could be based on the important topics.

2. The Chief Experience Officer of an entertainment theme park company, Maze Park,
wants to better understand their young customers - children - in order to come up with
a new ride called “Anionic Maze”. What is the process and steps involved in coming up
with an innovative experience that actually smoothens the process of checking in? (10
Marks)

Ans 2.

Introduction:

There is a special place in the world for the study of the art, especially when it comes to the
use of the word as a national treasure. The Chief Experience Officer (CXO) should take into
account the specific goals, tastes, and passions of this firm.

Application and Concept

The company Amniotic Maze, which operates a fun theme park, intends to open a new
attraction. The chief experience officer (CXO) wants to recognise young consumers' demands
and possibilities to produce a novel and alluring experience because this ride is targeted at
children. The CXO aims to enhance the check-in procedure for families with children in
addition to the ride. This paper describes the procedures involved in creating an inventive
approach that streamlines the checking-in process.

In the same way as the Dragons, the number of the Dragons, the number of the Dragons, the
number of the Dragons, the number of the No.

Research and evaluation are the first steps.

The initial steps in developing a revolutionary kind of entertainment for kids are behaviour
studies and analysis. The CXO must obtain records about the possibilities and interests of
youngsters to create a voyage they will like. the the adalic, and the adalic adalic the adalic
adalic and the adalic ailer. the adalic the ad. The research can be carried out using surveys,
media outlets, and commentary.
Step 2: Brainstorming

The second phase is to come up with travel-related concepts based on the research and
analysis. A team of designers and creatives might work with the CXO to come up with ideas
for the journey. Storyboarding, prototyping, and drawing are all examples of the ideation
process. While keeping safety and viability in mind, the CXO must make sure the trip is
innovative and interesting for kids.

Step 3: Review and Improvement

The final step entails testing the concepts and prototypes on a group of kids. To guarantee
that the ride satisfies children's needs and preferences, this phase is crucial. The CXO can
invite kids to the park for a check-out consultation so they can observe and provide
comments. The comments from the kids might be used to develop and tweak the experience.

Step 4: Put it into practise

The fourth stage is to implement the trip to the park. The CXO should make sure the ride is
safe and complies with all pertinent regulations and procedures. The CXO must guarantee
that the ride is trouble-free, accessible, and kid-friendly. The CXO can also create a
marketing and communication strategy to promote the trip to children as well as to their
mothers and fathers.

Step 5: Development and evaluation

The's's the and the's'and the's the and the's the. This stage is essential to ensuring that the
journey keeps satisfying the options and desires of the youngsters. To identify any areas for
improvement, the CXO can compile feedback from children, parents, and park staff. The
CXO should inspect the experience for security and maintenance problems as well.

revolutionary check-in pleasure:

To give families a simple and entertaining experience, it is crucial to create a modern check-
in process. an a design inspired by the worlds of China and the worlds of China and the
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Research and analysis are the first steps.

For the duration of the check-in system, the CXO should undertake behaviour research and
evaluations on the potentials and preferences of families. Surveys, focus groups, and remarks
can all be used to conduct the studies. To find trends, patterns, and insights, one could
examine the research's data.

Step 2: Brainstorming

The CXO can come up with concepts for a gradual check-in celebration based on the research
and analysis. the tensions between the world of the media and the way of the world of the
media and the world of the media and the world of the media and the world of the media. The
CXO should ensure that the ideas are both forward-thinking and realistic.

Step 3: Experimenting and Improving

The CXO can test the concepts and prototypes with a group of homes. The CXO can bring
families to the park for a try-out session and observe their responses and opinions. The
feedback from the families can be used to improve and hone the check-in experience.

Execution is the fourth step.

The CXO can add contemporary check-in enjoyment into the park. The CXO should ensure
that the enjoyment is without hassle, available, and understandable for families. To promote
the modern check-in experience to households, the CXO can also broaden an advertising and
dialogue plan.

Conclusion:

For families with children, developing a novel check-in experience necessitates an iterative
and reliant approach that involves market research, brainstorming, prototyping, testing, and
refinement. By taking these actions, Maze Park may design a check-in process that is fun,
effective, and in line with the interests and needs of its younger clients. This might result in
improved consumer loyalty and return trips in addition to simply enhancing the customer
experience.

3. The CEO of a major hospital network, Morphs, has seen an increase in patient complaints
about their hospital stay. On early results, it was discovered that these complaints are
originating from their major patient base (25-35 years, pregnant mothers). The CEO seeks to
pinpoint the hospitals' issues and potential areas for development. She has started a project
with you as a consultant in an effort to enhance the general patient experience.

a. You have been asked to help them better empathize and understand their customers.
What are the deliverables you will produce to document this understanding? Describe
the content and purpose of these deliverables with short examples. (5 Marks)

Ans 3a.

Introduction:

The CEO of the global hospital chain Morphs has received an increasing number of
complaints from patients about their hospital stays, particularly from their most affected
demographic of pregnant women between the ages of 25 and 35. I've been hired as a
consultant to help the medical facility better understand and empathise with its patients. The
deliverables that I will create to document this understanding are described in this article.

Application and Concept

Patient personality is the first deliverable.

The main output is a patient character that represents the clinic's largest patient population.
The patient's personality is intended to aid hospital staff in better understanding the patients'
desires, requirements, and actions. The impacted person persona is made up of psychographic
statistics, which include attitudes, beliefs, and values, as well as demographic data, such as
age and gender. For example, a patient character for a pregnant mother between the ages of
25 and 35 might contain the following information:

Name: Sarah Age: 30 Manager of marketing and advertising Marital renown: Bachelor's
degree in marriage training Loves a healthy lifestyle, hopes for the best for her child, and
worries about the cost of healthcare Behaviors: Conducts online research on healthcare
providers, reads reviews before making a choice, and favours a clinic with a good reputation
for maternity care.

Deliverable 2: Journey Map for Affected Individuals

The second product is a patient journey map that documents the patient's experience from
making the initial appointment booking through the follow-up after discharge. The goal of the
adventure map for the patient is to identify areas and pain spots to enhance the patient's
experience. The patient's journey through the hospital is detailed in the map, including all
interactions with the hospital, including website navigation, appointment scheduling, the
check-in process, the hospital stay, and the discharge procedure. & the & the & the & the &
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Touchpoint: Appointment scheduling pain point: difficult online reservation process, inability
to find availability for preferred physician improvement area: Streamline the online booking
process and provide more information regarding physician availability.

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waiting areas for site improvements: Simplify the test-in procedure and provide a more
comfortable waiting area

Deliverable 3: A document with affected people's comments

The final deliverable is a patient feedback file that compiles feedback gathered from patients
via multiple means, such as surveys, reviews, and social media. The goal of the patient
feedback form is to shed light on the patient's experiences and point out areas that could use
improvement. Quantitative and qualitative information, including assessments of patient
delight, comments, and suggestions, are included in the patient comments file. For instance,
the following comments could be included in a patient feedback report:

"Wait times were too long, specifically during peak hours." "The medical institution became
easy, and the staff became friendly, but the food may be higher." "More records need to be
provided approximately post-natal care and sources for new mothers."

Conclusion:

Improving the patient experience requires a thorough understanding of the hospital's key
patient population and their experiences. The patient persona, patient journey map, and
patient remarks file are deliverables that give comprehensive knowledge of the patients at the
medical facility and their needs. The hospital may discover areas for improvement and pain
points by using these deliverables, and then build solutions that better address those needs.
Ans 3b.

Introduction:

Growing numbers of pregnant women between the ages of 25 and 35 who are part of the
Morph hospital chain are complaining about their hospital stay. Patient satisfaction is on the
decline as a result, which hurts the hospital's standing.

Application and Concept

Our research has identified various pain points along the patient experience, such as difficult
online appointment scheduling, lengthy check-in wait times, a lack of information regarding
post-natal care, and unpleasant waiting areas. These pain points are producing unhappiness
among patients and a growing desire for improvement in the hospital's affected person
experience. As a result, the Morph is health facility Chain's trouble statement is as follows:

How can we improve the hospital experience for our main patient group, elderly pregnant
mothers between the ages of 25 and 35, in order to boost patient satisfaction and the health
center's standing?

Supporting Information:

1. An increase in lawsuits from the hospital's primary clientele: Pregnant women between the
ages of 25 and 35 make up the majority of the hospital's clientele, and this trend shows a drop
in client satisfaction.

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3. Pain issues within the patient experience: Our research has found a number of pain points
within the patient experience, including difficult online appointment scheduling, lengthy
check-in wait times, a lack of information regarding post-natal care, and uncomfortable
waiting rooms.
4. Bad impact on reputation: The growing number of negative reviews and comments on
social media, which have an adverse influence on the hospital's popularity, demonstrate the
damaging impact of the pain elements on the patient trip.

5. Patient experience needs improvement: The pain points in the patient experience are
making patients unhappy and highlighting the need for improvement in the patient experience
at the hospital.

Conclusion:

These observations make it quite evident that Morph is a hospital. Chain wants to concentrate
on increasing the hospital experience for its key patient group of pregnant women between
the ages of 25 and 35 in order to increase patient satisfaction and improve the hospital's
reputation. The hospital can enhance the patient experience by addressing the painful aspects
of it, which will ultimately lead to increased patient pride and favourable ratings.