Nami
Nami
Initial brief
Improving the patient experience in the women's imaging department
Improving the patient experience in the women's imaging department
the Centre Hospitalier de Valenciennes.
the Centre Hospitalier de Valenciennes.
42 991 habitants in 2021 (last census)
Valenciennes is a historic city in northern France, known for its industrial heritage and vibrant cultural scene. The city is home to a major hospital serving a diverse population, making it an ideal setting for exploring healthcare design challenges.
42 991 habitants in 2021 (last census)
Valenciennes is a historic city in northern France, known for its industrial heritage and vibrant cultural scene. The city is home to a major hospital serving a diverse population, making it an ideal setting for exploring healthcare design challenges.
The CHV, or Centre Hospitalier de Valenciennes, is a general hospital in France. It was founded in 1969 and with 1,850 beds, it’s one of the largest hospitals in France as well as the main public healthcare service provider in Valenciennes and the surrounding area.
The CHV, or Centre Hospitalier de Valenciennes, is a general hospital in France. It was founded in 1969 and with 1,850 beds, it’s one of the largest hospitals in France as well as the main public healthcare service provider in Valenciennes and the surrounding area.
Mammography
Ultrasound
Biopsy
Senology
Gynecology
Extra & intra
ultrasound
Woman’s imaging
Woman’s imaging
Two sections
Gynecology
Extra & intra
ultrasound
Mammography
Ultrasound
Biopsy
Senology
We went out to make observations
We noticed that there was a lack of uniformity in the department, such as the lighting, and that the furniture was not only non-uniform but also very uncomfortable for the women who came into contact with it.
We noticed that there was a lack of uniformity in the department, such as the lighting, and that the furniture was not only non-uniform but also very uncomfortable for the women who came into contact with it.
We went out to make observations
Analysis of patients' feelings
→ We've found that patients' feelings increase when there's human contact, at the time of booking, registration or during the exam.
→ We've found that patients' feelings increase when there's human contact, at the time of booking, registration or during the exam.
We shared a questionnaire with patients in the Women's Imaging Department, asking them to share their experiences during their patient journey.
We shared a questionnaire with patients in the Women's Imaging Department, asking them to share their experiences during their patient journey.
Putting yourself in the patient's shoes
→We were able to observe that the medical team believes that the patient's feelings are better than they actually are.
→We were able to observe that the medical team believes that the patient's feelings are better than they actually are.
We asked the department's medical team to fill in the questionnaire and put themselves in the patients' shoes.
We asked the department's medical team to fill in the questionnaire and put themselves in the patients' shoes.
→This has enabled the medical team to better adapt to patients.
→This has enabled the medical team to better adapt to patients.
Project in collaboration with Centre Hospitalier de Valenciennes.
5 months
4th year
Team of 5
service
UX Designer
UI Designer
Manager
My role
Project in collaboration with Centre Hospitalier de Valenciennes.
5 months
4th year
service
Team of 5
My role
Manager
UX Designer
UI Designer
Two perspectives on the same moment
During our observations and by asking the women present for their impressions, we noticed that some women were very stressed, while others were calm and collected.
This stress can be linked to various things, such as the unknown, not knowing how the examination will go. Or when a patient comes in for a post-cancer checkup, the fear of cancer recurrence.
Two perspectives on the same moment
During our observations and by asking the women present for their impressions, we noticed that some women were very stressed, while others were calm and collected.
This stress can be linked to various things, such as the unknown, not knowing how the examination will go. Or when a patient comes in for a post-cancer checkup, the fear of cancer recurrence.
The current scenario
From exterior to the women’s imaging service
The current scenario
Opportunities
Consistency
There is a lack of visual and functional consistency across the service's spaces, with noticeable variations in lighting and storage.
Patient journey
The patient pathway outside the examination room is very similar for all examinations
Inaction
There are many moments of waiting and loneliness.
Consistency
There is a lack of visual and functional consistency across the service's spaces, with noticeable variations in lighting and storage.
The patient pathway outside the examination room is very similar for all examinations
Patient journey
Inaction
There are many moments of waiting and loneliness.
Pain point/ insights
Lack of information
Limited access to medical results, causing frustration and uncertainty.
Communication
A lack of clear, empathetic medical communication can lead to stress and guilt, with some announcements perceived as abrupt by patients.
Waiting
Waiting for results is a major source of anxiety, especially in hospitals, where reception and waiting
conditions are often inadequate.
Emotional support
The patient's entourage supports her and helps her make the connection with everyday life.
Stress
The 1st exam is stressful due to the fear of unknown adding to the anxiety.
Comfort
Although patients may grow accustomed to the process over time, comfort does not improve. Imaging environments remain cold, impersonal, and often disrespectful of privacy.
our personas
Has had breast cancer.
Come for a check-up
61 yo
Vero
First ultrasound outside
pregnancy
38 yo
Elise
38 yo
Elise
First ultrasound outside
pregnancy
61 yo
Vero
Has had breast cancer.
Come for a check-up
In concrete terms, what is already in place at CHV?
LED ribbon on mammograms
Nature decors on ceiling lights
Screens on the sides of mammographs
Aromatherapy has already been tested but is difficult to implement
The CHV has tried to put several things in place, but the installation time (e.g. with the screens) means that the operators can't always put them in place.
In concrete terms, what is already in place at CHV?
The CHV has tried to put several things in place, but the installation time (e.g. with the screens) means that the operators can't always put them in place.
LED ribbon on mammograms
Nature decors on ceiling lights
Screens on the sides of mammographs
Aromatherapy has already been tested but is difficult to implement
LED ribbon on mammograms
Nature decors on ceiling lights
Screens on the sides of mammographs
Aromatherapy has already been tested but is difficult to implement
LED ribbon on mammograms
Nature decors on ceiling lights
Screens on the sides of mammographs
Aromatherapy has already been tested but is difficult to implement
LED ribbon on mammograms
Nature decors on ceiling lights
Screens on the sides of mammographs
Aromatherapy has already been tested but is difficult to implement
What we wanted to achieve with this project
→ Our aim is to act at every stage of the patient's journey
The impact of the
patient's entourage has
an emotional support
Emotional
support
Encourage
empathetic EXPERIENCE communication through actions and words to support patients in a difficult phase and promote better prevention
Empathetic
communication
Create a comfortable
universe during the
diagnostic process, as opposed to the image of a hospital perceived as stressful and frightening.
Comfortable
universe
Before taking
appointment
during
the booking
The day of
the exam
Arriving at
the place
During the
recording
In the
waiting room
In the
changing room
During
the test
After the
test
During the
biobsy result
Create a comfortable
universe during the
diagnostic process, as opposed to the image of a hospital perceived as stressful and frightening.
A comfortable
universe
Encourage
empathetic EXPERIENCE communication through actions and words to support patients in a difficult phase and promote better prevention
An empathetic
communication
→ Our aim is to act at every stage of the patient's journey
nAMI
NAMI
Nami allows patients to prepare for and personalize their women's imaging examination.
Nami allows patients to prepare for and personalize their women's imaging examination.
Its name is inspired by the mascot, a gentle name to reassure.
Its name is inspired by the mascot, a gentle name to reassure.
The webapp
Application for preparing and personalizing women's imaging exams.
The furniture
Creates unity in the department and meets the needs of patients.
The flyer
Inform and keep patients occupied during waiting times.
The mascot
something friendly, unisex, naive so that everyone can identify themself to her.
The webapp
Application for preparing and personalizing women's imaging exams.
The furniture
Creates unity in the department and meets the needs of patients.
The flyer
Inform and keep patients occupied during waiting times.
The mascot
something friendly, unisex, naive so that everyone can identify themself to her.
The ecosystem
The ecosystem
Before taking
appointment
during
the booking
The day of
the exam
Arriving at
the place
During the
recording
In the
waiting room
In the
changing room
During
the test
After the
test
During the
biobsy result
The webapp
Application for preparing and personalizing women's imaging exams.
The mascot
something friendly, unisex, naive so that everyone can identify themself to her.
The furniture
Creates unity in the department and meets the needs of patients.
The flyer
Inform and keep patients occupied during waiting times.
workshops with patients
With patients and the CHV medical team
These workshops served to challenge our concepts, to see if they were in line with stakeholders' problems.
These workshops served to challenge our concepts, to see if they were in line with stakeholders' problems.
With patients and the CHV medical team
my work
the web application
Our webapp allows the patient to prepare for her examination, and she can choose the ambience she wants during her exam. Know what to do, such as not wearing cosmetics in the area under examination. Or get to know the medical team that will be taking care of her.
iMessage
Delivered
Vous avez rendez-vous le 15/05 à 17h au CH Valenciennes. Préparez votre rendez-vous en suivant le lien suivant:
https://chv.immagerie-nami.com
Message
Tuesday
12:21
CH Valenciennes
Delivered
Confirmation message
Chargement
FR
France
GB
English
SA
العربية
PL
Polski
PT
Português
RO
Română
Choisissez votre langue
chv.immagerie.com
Language choice
FR
Bienvenue dans le service d’imagerie de la femme.
Moi, c’est Nami !
chv.immagerie.com
Appointment
reminder
Certains produit peuvent apparaitre à l'image. Evitez donc de venir avec:
Du déodorant
Du parfum
De la crème
Du talc
Des lotions sous les bras ou sur la poitrine
chv.immagerie.com
Pre-exam instructions
Pas d’ambiance
Relaxant
Energisant
Cozy
Naturel
Quelle ambiance préférez-vous pendant votre examen ?
Retour
chv.immagerie.com
Choice of ambience
chv.immagerie.com
Lumière blanche
Sans thème
Sons appaisants
Salle chauffée
Récapitulons !
Selection
recap
Dr Poncelet
Chef de service
Ravi de vous accueillir pour vos prochains examens d’imagerie
Suivant
Retour
L’equipe qui vous accueillera.
chv.immagerie.com
Medical team
presentation
Merci !
Rendez-vous le 23/06 à 14h15 dans le service d’imagerie de la femme du Centre Hospitalier de Valenciennes dans la salle d’attente A.
Voir l’hôpital sur votre carte
Voir des vidéos de l’examen
chv.immagerie.com
Last
reminder
Si vous souhaitez en savoir plus sur le déroulement de votre examen vous pouvez consulter les vidéos suivantes
Comment se passe une mammographie au CHV ?
Comment se rendre au service d’imagerie de la femme ?
chv.immagerie.com
Resource videos
We've designed the flow in a linear fashion to make it easier for patients to navigate.
The application is also available in the region's most widely spoken languages.
Made in collaboration with Antoine Macrez
my work
The UI kit
Coral
#F95965
Candy
#FBADC1
Ribbon
#FB829D
Sunset
#FBA164
Licorice
#2C1522
Cream
#F7E8DD
FR
France
FR
France
FR
France
Colors
Font
Aa
Baloo 2 Regular
Aa
Baloo 2 Medium
Aa
Baloo 2 SemiBold
Vector puppet:
Lumière blanche
Naturel
Sons appaisants
Salle
chauffée
24 px
Aa
Baloo 2 Regular
Aa
Baloo 2 Medium
Aa
Baloo 2 SemiBold
Font
FR
France
FR
France
FR
France
Lumière blanche
Naturel
Sons appaisants
Salle
chauffée
Vector puppet:
24 px
Coral
#F95965
Candy
#FBADC1
Ribbon
#FB829D
Sunset
#FBA164
Licorice
#2C1522
Cream
#F7E8DD
Colors
my work
the mascot
The Nami mascot was created to accompany women on their journey through the department.
We wanted something friendly, unisex, naive so that everyone can identify themself to her. She has a big role because there is 5% of illiteracy in the region. So illustrating the actions with the mascot enables everyone to understand even without reading.
We wanted something friendly, unisex, naive so that everyone can identify themself to her. She has a big role because there is 5% of illiteracy in the region. So illustrating the actions with the mascot enables everyone to understand even without reading.
The Nami mascot was created to accompany women on their journey through the department.
my work
the cabin screen
We wanted to distract patients while they waited in the booth and humanize the CHV team.
So we set up a screen where the operator introduces herself and reassures the patient. To break the ice, the operator launches a Legé conversation topic to create an exchange with the patient.
my work
THe flyer
We've redesigned the service's flyers. We wanted something beautiful and eye-catching.
Two flyers were created, one for gynecology and one for scenology. They cover preventive measures to be taken at home, the different examinations, the reasons for these examinations and contacts for associations in case of need.7
our ambition is to keep you busy while you wait, inform you at home, make you want to read and reread afterwards, but mostly give all information to everyone whether they use the app or not.
Creation of two waiting rooms
“Pipelette” and “dans sa bulle”
3D by Anita Abadia
Dans sa bulle
Pipelette
We have created two different waiting rooms
The ‘Bubble Room’ is an area designed to allow patients to remain alone, in peace and quiet, in their own bubble.
Here we have the ‘Pipelette’ area: a friendly waiting area designed for patients who want to chat and share a moment together.s
Exam room customization
Video mapping
We wanted to personalize our examination rooms, so we chose video mapping for its immersive effect.
We created different “neutral” atmospheres to avoid creating bad memories for patients. It is also possible not to set the mood during the examination.
We went to the CHV to test video mapping in the various examination rooms.
We were able to visit GE, where we were able to discuss our project with the design team. It was a very rewarding experience.
Working with machine manufacturers
Visit to GE + discussions with Hologic and Siemens
What next for the project?
As well as being a project within the framework of my schooling, we had the opportunity to carry out a concrete project. Dr. Poncelet, head of department, who accompanied us throughout the project, had the real ambition of implementing the various solutions.
It is therefore a great honor to be able to continue working hand in hand with the team in the women's imaging department and with patients, and to do everything in my power to ensure that this project can come to fruition and improve patient care in the women's imaging department at Valenciennes Hospital.
other projects
Pain point/ insights
Waiting
Waiting for results is a major source of anxiety, especially in hospitals, where reception and waiting conditions are often inadequate.
The 1st exam is stressful due to the fear of unknown adding to the anxiety.
Stress
Lack of information
Limited access to medical results, causing frustration and uncertainty.
Communication
A lack of clear, empathetic medical communication can lead to stress and guilt, with some announcements perceived as abrupt by patients.
Emotional support
The patient's entourage supports her and helps her make the connection with everyday life.
Comfort
Although patients may grow accustomed to the process over time, comfort does not improve. Imaging environments remain cold, impersonal, and often disrespectful of privacy.
The impact of the
patient's entourage has
an emotional support
Emotional
support
my work
Our webapp allows the patient to prepare for her examination, and she can choose the ambience she wants during her exam. Know what to do, such as not wearing cosmetics in the area under examination. Or get to know the medical team that will be taking care of her.
Made in collaboration with Antoine Macrez
The application is also available in the region's most widely spoken languages.
We've designed the flow in a linear fashion to make it easier for patients to navigate.
my work
the cabin screen
We wanted to distract patients while they waited in the booth and humanize the CHV team.
So we set up a screen where the operator introduces herself and reassures the patient. To break the ice, the operator launches a Legé conversation topic to create an exchange with the patient.
my work
THe flyer
We've redesigned the service's flyers. We wanted something beautiful and eye-catching.
Two flyers were created, one for gynecology and one for scenology. They cover preventive measures to be taken at home, the different examinations, the reasons for these examinations and contacts for associations in case of need.7
our ambition is to keep you busy while you wait, inform you at home, make you want to read and reread afterwards, but mostly give all information to everyone whether they use the app or not.
Creation of two waiting rooms
“Pipelette” and “dans sa bulle”
3D by Anita Abadia
We have created two different waiting rooms
The ‘Bubble Room’ is an area designed to allow patients to remain alone, in peace and quiet, in their own bubble.
Here we have the ‘Pipelette’ area: a friendly waiting area designed for patients who want to chat and share a moment together.s
Dans sa bulle
Dans sa bulle
Pipelette
Pipelette
Exam room customization
Video mapping
We went to the CHV to test video mapping in the various examination rooms.
We wanted to personalize our examination rooms, so we chose video mapping for its immersive effect.
We created different “neutral” atmospheres to avoid creating bad memories for patients. It is also possible not to set the mood during the examination.
We were able to visit GE, where we were able to discuss our project with the design team. It was a very rewarding experience.
Visit to GE + discussions with Hologic and Siemens
We were able to visit GE, where we were able to discuss our project with the design team. It was a very rewarding experience.
Visit to GE + discussions with Hologic and Siemens
Working with machine manufacturers
What next for the project?
As well as being a project within the framework of my schooling, we had the opportunity to carry out a concrete project. Dr. Poncelet, head of department, who accompanied us throughout the project, had the real ambition of implementing the various solutions.
It is therefore a great honor to be able to continue working hand in hand with the team in the women's imaging department and with patients, and to do everything in my power to ensure that this project can come to fruition and improve patient care in the women's imaging department at Valenciennes Hospital.
other projects