Assignment two – some further thoughts

Moving on from the brainstorm we did last Friday my immediate thoughts went to James Donald who was one of my tutors at Dundee College. Whilst reading the Tipping Point by Malcolm Gladwell I couldn’t help but link James with the term connector used throughout the book so I began to build the next step in my assignment around James’ business Concrete Wardrobe on Broughton Street Edinburgh.
James runs Concrete Wardrobe with his business partner Fiona McIntosh – ” Concrete Wardrobe is primarily dedicated to promoting Scottish based or Scottish trained designer makers whose work is both high quality and affordable. Work is manufactured and supplied as one off pieces or as small batch production ranges.”
Below is a quick mind map on Concrete Wardrobe and hope this helps to show why I feel he and Fiona are  excellent connectors ( this was done in no more than 10 mins) and I know if I had chance to speak to James and Fiona the mind map would be huge.

If you follow this link you’ll be able to meet them 🙂

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Design Studies – Assignment Two

Our task for Assignment Two is to think of as many different ways in which the Law of the Few from The Tipping Point relates to design – how could design or designers help? How could a specific area of design e.g. textiles work with the law of the few?

 

 

Friday was Helens birthday (and Jonathans’) we had goodies to help us through

and below taking the initial brainstorm on Law of the Few and linking it to design

Next have to look into these points in more detail and meet up and discuss next week 🙂

Service Design Brainstorm

In a previous post I talked about service design after having treatment as an outpatient at a large teaching hospital. In my recent seminar we brainstormed this further using post-its instead of a mind map.

We wrote the first things that came into our head and then here we are sorting them into some kind of order!  Its actually quite tricky when your new to this kind of thing.

Once we were happy with the order we had to mark the two columns which we thought were the most important – this was interesting as the majority picked directions and staff.


3 minute brainstorm – in no particular order – Points that were highlighted under the staff heading were politeness, nurses, reduce staff stress, doctors, helpful staff, touch screens, access information via computer screens not through people, more staff, compassion, friendly, better informed staff – need to know more in general as well as their training, smiles, communication, the receptionist able to ask questions that will help doctors.

Could this mean that the key to better service with in the hospital is the happiness/training of the staff – before things can change the service designers would have to speak to everyone who provides and uses the service.  Briefly some points which spring to mind;

  • reception is the first point of contact, the receptionists should be able to carry out their work competently but have empathy for the patients/visitors to the hospital – they should also have suitable equipment and enough staff to cope with demand.
  • the nurses both agency and permanent  should be briefed thoroughly on how their department is run;  there should be adequate staff to enable them to cope so that in an emergency they are able to deal with the patients and  outpatients who are in their care. Training should be thorough and although theoretical training is important, more hands on patient care training ( as in the old days) should be given.
  • Doctors should be allowed more time with patients then the consultation wouldn’t be rushed, the doctor would have time to make notes afterwards and the patients wouldn’t feel awkward and forget to mention things.  Telephone calls should not be put through to the doctor when he is consulting (as in my case).

This is a huge task which involves money and reorganisation and a rather large service design group!