27 April 2006

Mayo Clinic’s SPARC lab gets physicians to think like designers

Be the first to share

Mayo clinic's SPARC lab
Last summer, the world famous Mayo Clinic in Rochester, Minnesota, opened SPARC, a clinical innovation lab that operates like a design shop and that specializes in the “patient experience.” Doctors, nurses, and other staffers do what designers do: They interview, shadow, and observe customers (in this case, patients) to uncover their needs, brainstorm with abandon, and engage in rapid prototyping

SPARC is not simply a research lab or a medical clinic. It’s both. Real patients see real doctors and, in doing so, participate in experiments (they’re briefed and asked for permission). Instead of being shunted off-site, the program is based in the Mayo Building like any other clinic; it occupies a corridor that used to house urology. The acronym, which stands for “see, plan, act, refine, and communicate,” is meant to remind participants of the design-oriented methodology so they’ll continue to employ it when they return to their departments.

The idea grew out of the realization that outpatient care is overdue for fresh ideas. “Medicine has changed, people have changed, technology has changed, but the exam room isn’t so different than it was in the 1800s,” says Dr. Michael Brennan, an associate chair in the department of medicine, where the program originated. Mayo wants its doctors to apply the same experimental approach to clinical innovation that they apply to scientific innovation.

The inclusion of actual patients is critical. Understanding user needs, after all, is a tenet of smart design, says Armbruster. There are three types of needs: those that are explicit and tacit and can be identified by surveying and interviewing people; those that can’t be articulated but become apparent through observation; and latent needs, the hardest to root out. “The only way to identify them is to make something and have people experience it,” says Ryan Armbruster, SPARC’s director of operations and design.

Read full story
Related story (Business Week)
Download case study, produced by Steelcase (pdf, 426 kb, 10 pages)

Be the first to share
11 November 2015
Interview with Birgit Mager on the evolution of service design
Ayla Newhouse of Adaptive Path interviewed Birgit Mager, President and Co-Founder of the International Service Design Network, on how she got into service design back when it was so new, and how she defines it …
10 November 2015
Why service design is luxury’s new battleground
Ana Andjelic writes in AdAge that most legacy luxury brands are failing at delivering service, especially online: The fact that most legacy luxury brands fail to successfully create and deliver service is unfortunate. The business of …
10 November 2015
For years, Apple followed user-centered design principles. Then something went wrong.
Don Norman and Bruce Tognazzini are taking their gloves off and accuse Apple of abandoning the fundamental principles of good design: discoverability, feedback, proper mapping, appropriate use of constraints, and, of course, the power to …
10 November 2015
[Book] Nudge and the Law: A European Perspective
Nudge and the Law: A European Perspective First Edition Edited by: Alberto Alemanno, Anne-Lise Sibony Hart Publishing December 2015, 400 pages Abstract Behavioural sciences help refine our understanding of human decision-making. Their insights are immensely relevant for policy-making since …
5 November 2015
Customer journey mapping is at the heart of digital transformation
Digital technologies such as analytics, mobility, social networks, cloud computing and the Internet of Things are making old ways of working redundant and forcing companies to transform. According to Raman Sapra, global head of Dell’s …
5 November 2015
[Conference] Design & The City, Amsterdam, April 2016
Design & The City explores citizen-centered design approaches for the smart city. Central theme is the role of design(ers) to create opportunities and practices for citizens, (social) entrepreneurs and policy makers towards more liveable, sustainable and …
1 November 2015
User-centred design of the bridge of sea ships
The Rolls-Royce Unified Bridge Design has won this year’s Ergonomics Design Award, presented by the UK Chartered Institute of Ergonomics & Human Factors. The award recognises industrial design which puts the customer at the heart …
23 October 2015
White paper: Design for aging
Designing the Second Half of Life: Innovation for Aging A visual white paper by Karten Design September 2015 The next 30 years will be a defining era for the American healthcare system, as the number of adults aged …

We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

13 October 2015
Experientia report: Design for ageing gracefully

Design for Ageing Gracefully Rethinking Health and Wellness for the Elderly: Public Services Asian Insights & Design Innovation, DesignSingapore Council October 2015

29 September 2015
[Experientia book] Ethnography on elderly health and wellness

As we age, we increasingly depend on public services and the community for support. Well-designed public services can greatly affect the lives of the elderly and their experiences of healthcare. Experientia collaborated with DesignSingapore Council on understanding how the elderly interact with public services and how we can look towards improving their lives with design. […]

2 July 2015
Getting citizens involved in protecting fragile energy environments

A new project funded under the FP7 European Commission framework is getting citizens involved in testing new tools for reducing energy consumption during peak loads, in the hope that its pilot program will set the new state of the art for protecting locations with fragile electricity supplies. One of France’s most fragile regions The Provence-Alpes-Côte […]

5 May 2015
Experientia designer Dohun YuLuck Jang 유록 in Design 4 Disaster

Design 4 Disaster features an engaging illustrated safety manual for ship passengers, a personal project by Experientia designer Dohun YuLuck Jang 유록. After the Korean ferry accident last year, Yuluck (who is Korean) wanted to find a way to make safety manuals more interesting to read. He spent one year designing an interactive safety guide […]

16 March 2015
Better Health and Wellbeing: Giving the elderly in Singapore sparkling golden years

Invitation: sharing session, Singapore, 30 March 2015   What are the hopes and fears of the elderly in Singapore? How can designers offer solutions that support the elderly in managing their health and wellness? What can healthcare professionals do to help them keep active? What role can technology play in the elderly’s daily lives? Design consultants […]

1 January 2015
Happy Playful New Year
See all articles