Genesis

Background

Genesis Healthcare provides long- and short-term rehabilitation services at more than 400 locations across the country and aim to give their patients the best possible experience. PowerBack Rehabilitation, Genesis HealthCare’s premier short-term rehabilitation product, utilizes Digital Signage to keep its short-term patients informed about what’s happening around the facility. PowerBack provides state-of-the-art facilities and highly personalized care plans designed to get patients home sooner. 

My Role

Lead UX/UI designer and led the full design from concept to implementation of company’s first Digital Signage media at all PowerBack Rehabilitation centers. I successfully collaborated with product owner, stakeholders and Marketing to provide the relevant research studies that identified user’s unique needs and journeys.

Situation

The staff at Genesis regularly posted paper bulletins, distributed flyers, and gave individualized verbal memorandums to keep all of the patients informed about things like staff contact information, current and upcoming events, the dining menu, and TV listings.

Genesis relied on a Guest Services paperback booklet in the room to provide information about the faculties and treatment. The medium of this information proved to be ineffective, and Genesis asked me to develop a Digital Signage solution similar to Guest Services TV channel that hotels typically have.

Solution

Developed state-of-the-art digital signage systems in multiple Genesis HealthCare PowerBack Rehabilitation facilities around the region. The signage system was installed so that it worked in conjunction with the existing cable television service in each of the patient’s rooms. This allowed for each patient to tune into certain channels to receive all of the information posted centrally by Genesis staff.

Personas

We need to define the new client base at Genesis Healthcare new PowerBack Rehabilitation Centers as the typical patient’s at the SNF were the elderly between 62 – 85 years old who were long and short term care. PowerBack Rehab were targeting a younger market base who were recuperating from injuries and surgeries that need in-house rehabilitation

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While patients was the target audience, the application system needed to be maintained by PowerBack Rehab staff.

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Designs

Digital Signage was placed in every patient’s room as the lobby, dining area and recreation rooms to provide a digital Guest Services information platform.

One of goals of PowerBack Rehab facilities was to provide a hotel experience for all their guests. Beautiful upscale dining rooms were built and patients now have the capability to order meals ahead of time and dine in a beautiful setting as well in their rooms for convenience. Daily, weekly and “always available” menus were prominently displayed.

PowerBack Rehab’s guest (patient) demographic are younger and more active than their patients at their Skill Nursing Facilities. Guest now needed more activities during their stay and a Recreation Director was employed to deliver such.

Salon services, a must for many women, were highlighted as part of this digital signage Guest Services experience.

Rehabilitation facilities, services and professions where boldly displayed on the guest’s services station. Below is an example slide.

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Thank your reading my case study. PowerBack digital signage is helping many guests whose patient experience has been improved via effective visual communication.