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Dubai Medical Service / Better Life in Cities

Dubai Medical Service
Dubai Medical Service

Dubai is one of the most diverse megacities, home to over 200 nationalities, so governmental services must be inclusive. Dubai has several Medical Service Centers that cater to foreign workers, many of whom have language barriers and are unused to complex governmental services. In 6 weeks, we transformed one pilot Center by designing a new patient journey flow, personalized service interactions, educating staff and implementing universal symbols and colors to improve the experience for each patient, regardless of nationality or language proficiency. Time spent at the clinic was reduced by 45% and the experience is described as “effortless”.

The jury very much appreciates the completeness of service design demonstrated in this project. While very strong in the actual use value, the concept did not succeed in other dimensions to outperform other very strong concepts and projects.
Jury Statement
Does it solve arelevant problem?Score: 90 %Does it balanceeffort and use value?Score: 100 %Does it create apositive experience?Score: 70 %Does it strengthengroup relations?Score: 80 %Does it reflect orpromote highmoral-ethicalstandards?Score: 80 %
Client / Manufacturer

Dubai Municipality

Dubai Municipality
Dubai, United Arab Emirates


McKinsey Design

Bromma, Sweden

Daniel Sjöblom Jan Puranen Teresa Hallenberg Isam Salah

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