01 - 02 August, 2019 | Melbourne, Victoria

Frank Smolenaers


Director of Technology - Australian Centre for Health Innovation
Alfred Health


2:50 PM CASE STUDY: Digital Wayfinding at Alfred Health to Improve Patient and Customer Experiences and Clinical Workflows

In general, as much as 84% of all complaints relate to wayfinding in major hospitals with a nominal cost of almost $2 Million for lost time in productivity each year. In light of this trend, Alfred Hospital is seeking ways to improve the existing wayfinding modalities and have partnered with externals developed an innovative navigation app. While allowing staff to focus on more pressing tasks, digital wayfinding delivers a better experience for visitors, empowering them to help themselves and reducing stress and anxiety. In this session, Frank will cover:

  • Aims, drivers and methodology applied to develop and deliver the app from the customer’s perspective with prototyping as a key strategy for human-centred design and to receive immediate feedback from the patient or consumer
  • How this solution augments their patient and consumer experience initiatives and aligns with the objective of providing timely, high quality care to all patients and families
  • Several innovative enhancements for the navigation app such as including a QR cod on patient letters which they can scan with the app, multilingual support, GPS enablement and a “meet me here” feature so patients can invite family to visit them at their location


Check out the incredible speaker line-up to see who will be joining Frank.

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