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REFERENCES

HEALTCARE CUSTOMER EXPERIENCE
REGIONAL COUNCIL OF LAPLAND & SITRA

"Thanks Arctic Factory! Your designers helped healthcare professionals to change their perspective on their work. For the first time, many senior doctors and employees watched their own work in the customer's eyes. And that experience was eye-opening for them.

Arctic Factory has inspiring and thought-provoking methods for service design and user orientation."

- Miia Palo, Regional Council of Lapland

The Regional Council of Lapland ordered a workshop and development project from us. We ended up to find answers to the question "How do healthcare and design thinking come together?"

We designed and produced a design coaching program for 13 Finnish hospitals and health centers. The program was founded by the Regional Council of Lapland and The Finnish Innovation Fund Sitra. During 2018-2019 Arctic Factory worked as a builder and facilitator and design partner for the "Entraus" health center customer experience project.

Our job was to design and produce a customer-oriented development coaching program, facilitate all the 15 workshops and provide expert content for service design and branding.

The aim of the project was to enhance the participants' capacity to develop customer experience, knowledge management, brand and communications, service design, measurement, leadership and employee experience. Under our leadership, the project carried out an extensive survey of the current state and needs of health centers, trained in customer-oriented development and utilization of service design, and created a strategic basis for co-operation between health centers in the Lapland region.

The project resulted in an implementation plan for five priority development sites, which the health centers set out to implement. In addition, a co-operation and peer-to-peer network between health centers was launched.

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