Engine and Service Design in Norway

Our local partner Zoot, have won a project as part of the Norsk Form’s National Design Competition 2010. This year’s focus is on service design in the health sector.

The objectives of the competition are to introduce service design to the health sector as a method to shape and enable change. It also aims to support and develop the Norwegian design industry itself to perform and sustain this type of work.

Zoot, Engine and Brand Management Group will be working with Oslo’s Legevakten Casualty/A&E to help improve patient experience, communication and service efficiency.

The core focus is to improve the patients experience - from entering the building and being greeted up and to the point they start to receive treatment - and building on their offer of ‘immediate help’.

We will also be looking at people’s perception of Legevakten. The departments are experiencing an ever increasing amount of patients, and it is clear that the perception of its role in the city is changing. Oslo is moving towards a 24hr-society and becoming more multicultural. With this comes an increase in lifestyle related diseases, and the strain from the aging population. These factors affect how the A&E services are delivered and experienced. The waiting times have been identified as being the poorest aspect of the service offer today, focusing the project towards a better quality of information communicated to patients as they wait.