however, to really understand the clinic experience and properly frame the design problem, the team visited the space and engaged with patients and staff. the team spent many days observing clinic interactions, usually spending the whole day to get understanding of the experience. to get deeper insights, the team conducted one-on-one interviews with staff members and talked with patients in both the waiting room and the exam rooms.
Back in the studio, the team visualised findings through sticky notes and photos. these were arranged into categories to identify patterns and opportunities. the photos helped as a visual stimulus and aided the team in maintaining an empathic connection to the clinic experience