<client>
cardinal health
<team>
matthew erdmann, weeraya jirawongwaris, joe owens
<role>
service designer
<challenge>
Cardinal Health asked our team to address the problem of fluid channeling and to discover if there were any other hidden pain points for their users.
<approach>
We worked with Cardinal Health to address the pain points with their current product lines. In-depth user interviews and trend research, we identified key pain points. We derived raw
data from interviews with users and SMEs for use in the development of prototypes and testbeds. The synthesis phase was boosted with information from desk research, interviews, and a facilitated co-creation session. The project culminated in a stakeholder workshop where product and customer journey maps, storyboards, and product requirement documentation was presented to Cardinal Health employees.
<key insights>
Edge case participants spoke up about their anxieties and frustrations with current equipment. They often felt the need to modify it to suit their needs
Participants identified that their movement was restricted. They explained that they could only move in certain ways or avoid activities altogether to prevent exposure
Users reported that they ignored the fluid exposures they experienced until they finished their task. It was also not unusual for users to be unaware of exposures until doffing.
<outcome>
MVP and research were sent for final cost analysis and factory production tests.
“The a-ha moment for us was when we realized from the research that we need to balance our need for standardization with our customer’s need for customization. It made us rethink our entire portfolio we have to fix the problem that we have created.”
- doug wolfe
