English patient: Recovery through design in the medical sector, The

Design Management Review, Spring 2004 by Smart, Kirsty, Phillips, Mark, Press, Mike

From the outset, the project was a partnership that aimed to integrate Mediplan's expertise in the market with the research-driven approach of the University design team, and to develop a design strategy that would sustain the company into the long term.

Mediplan had been operating in the medical equipment market for years and had a good understanding of its size and growth potential. But the company also knew that its own modest size and access to investment meant that both the design and the product had to last for a long time.

As sales director Hinchcliffe explains, "We didn't want 'design for design's sake.' We didn't want an ephemeral product. With the expense of setting up tooling for manufacture, we had to be sure that the design was right by the time we got to the manufacturing stage. We'd taken the risk of developing a new product-for us, a big risk. We just couldn't add to that risk further."

The company had to take a long-term view; any new product had to be grounded in strong research and good design if it was to compete effectively in the market. In addition to making a product that would meet the requirements of new legislation, the project was an opportunity to reflect visually the quality of the equipment and the values of the company.

Given that the project represented a significant investment for the company, an exacting brief was essential. Initial project meetings culminated in an extremely clear design specification that detailed key requirements without constraining innovation.

The project team consisted of a design manager and an industrial designer from Sheffield Hallani University, as well as Mediplan's operations manager, sales and marketing managers, and technical director. The design team decided very early on that a phase of primary user research would be essential to get to grips with the fundamental needs of users.

The brief for a nurse-call hand unit detailed the aesthetic, functional, ergonomie, environmental, hygiene, and maintenance considerations relating to the product. It was also important that the unit could operate as an intercom and withstand the rigorous dip-sterilization process. These needs and wants were prioritized; a strategic decision was taken at this point to make ergonomics a core element, as it would provide real user benefits while providing the company with a competitive advantage.

In a market as organizationally complex as healthcare, the team had to build up an acute understanding of the relationship between purchasers, regulators, and suppliers. So, a start was made on researching and understanding all the relevant technical standards and regulations covering such medical devices.

Human-centered design

Understanding user needs was paramount-but more than this, a design process had to be developed that ensured that these needs were embedded in the final design. "Best practice" human-centered design principles and methods were adapted and applied to the particular requirements of the nurse-call system project.