Making hospitals more hospitable: designing new coffee systems for the hospital context

Making hospitals more hospitable: designing new coffee systems for the hospital context

Klein Hemmink, B.

Melles, M. (mentor)
Buijs, J.A. (mentor)
Wessels, H. (mentor)

Industrial Design Engineering

Industrial Design

Master of Science Strategic Product Design

2012-06-15

Health Care is gaining attention in the public debate, because our greying society leads to ever increasing costs and includes a labour force that is not capable of dealing with the increasing amount of people that require health support. This development is putting pressure on society in economic, but also social terms. Privatization processes force hospitals to work more efficient, to compete for customers more pro-actively and to find new sources of revenue. They will put more effort in attracting patients by improving the patient experience. This makes so-called Post-Discharge Satisfaction (PDS) scores increasingly relevant. As a direct result, the hospital environment and the way it is organized is changing over the coming period of time and this will also have consequences for the business that Douwe Egberts Coffee Systems (DECS) is in. In this project I analysed how DECS can offer a meaningful contribution to enhancement of the patient experience in the hospital context. This eventually resulted in Douwe Egberts Invite, which is an on-demand coffee service that contains a premium single serve capsule machine that gets installed near the patient’s bed on reservation. Douwe Egberts Coffee Invite helps to foster social connectedness between patients and relatives and furthermore enhances the patient’s feeling of independence. For hospitals, Douwe Egberts Coffee Invite forms an opportunity to enrich their service portfolio and gain additional turnover.

health
care
coffee
tea
patient
experience
hospitals
hospitality
service design
system design
customer-driven innovation

http://resolver.tudelft.nl/uuid:03f4d4e9-914c-4c71-b7f5-4b7ac4264f3c

2013-06-15

Campus only

Student theses

master thesis

(c) 2012 Klein Hemmink, B.