Oasis is a product-service information system aimed at improving the user experience delivered by Austin Health. The system provides tailored information to patients, families, carers and general visitors; and encompasses the whole user journey from pre-visit to post-departure.
Through utilising co-design techniques the project takes a holistic approach to providing tailored information to the visitor, as previously the information was focused in various areas of the hospital and had no cohesion.
According to the Austin Health Quality Account 2016, the lack of information contributed to 33,000 missed appointments, where the patients did not show up and this demonstrates a reason a cohesive information system could be beneficial to see improvements. If these appointments are attended, positive impacts will be seen with both, the patient and hospital. The hospital will see a reduction in specialist waiting room time from the current 20 minute wait, along with the specialists time being utilised in face time with their patients compared to the waiting for patients. The patients will see positive impacts towards their health as they would have attended their appointment on time, along with a reduction of stress and anxiety which has been linked to the degradation of health.
Oasis will provide tailored information along the patient’s journey from the time they leave their house up until the time they get back home. The way the information is provided to the visitor will vary over their journey. In order to deliver a quality service, it takes the form of design interventions from print to spatial to digital.