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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”.
Dubai, United Arab Emirates
Daniel Sjöblom Jan Puranen Teresa Hallenberg Isam Salah