Helping deliver innovation and consistency across the patient experience.

Overview

Lumino is a prominent dental healthcare provider in New Zealand, operating over 100 dental practices nationwide.

As new practices were added to the business, Lumino wanted to improve consistency, unlock efficiencies, differentiate its patient experience and innovate its delivery of patient care.

The insights gained from mapping the patient journey and implementing a sustainable innovation framework have provided Lumino with a solid foundation for enhancing its patient experience and achieving its business goals.

Workstreams completed with Lumino included experience mapping, spatial experience design, wayfinding experience, digital experience design and employee experience principles.

Experience mapping

To enhance patient interactions across Lumino's dental practices, we conducted comprehensive experience mapping. We began by benchmarking the start-to-finish patient journey, leveraging existing clinical and patient research whilst collaborating closely with clinicians and operations teams. This process allowed us to map how various patient types interacted with dentists and practices.

Building on this foundation, we conducted ethnographic research across multiple dental practices. Our design team simulated the entire patient journey, from contacting a dentist and making an appointment to completing the consultation and receiving follow-up communication. This in-depth approach uncovered operational differences among clinics and revealed innovative practices that could be shared across the network.

The culmination of our research was the development of a detailed Patient Experience Map. This map encompassed comprehensive patient profiles, offering insights into different patient types, their mindsets, expectations, and pain points throughout their journey within the Lumino network. We conducted a thorough journey analysis, documenting patient experiences at various touchpoints and highlighting both moments of delight and areas for improvement.

From this analysis, we extracted actionable insights, identifying specific opportunities for change, innovation, and evolution to enhance the patient experience across the Lumino network. Finally, we created a prioritised implementation plan, providing Lumino with a clear roadmap for making targeted improvements to their service.

This process not only provided a foundation for a consistent experience across the network but also uncovered replicable innovations from individual clinics, allowing for the sharing of best practices throughout Lumino's operations.

Clinic experience design

Based on the experience map and other workstreams, we worked closely with the Lumino team to define a set of experience principles and design guidelines for developing green field dental clinics or upgrading existing clinics.

The experience principles and design guidelines outlined how the choreography of spaces, new materialities and new formats of consultation could lift the quality of the patient experience.

DNA worked with the amazingly talented Material Creative to develop a new dental practice location in Rangiora to test the principles and practice of the clinic experience design. 

Lumino Proudmouth flagship dental practice

Lumino had identified the opportunity to apply the foundations from the clinic experience design to the design of a new flagship clinic, part of moving to a new location, to set the direction for the rest of the network.

Working with the Lumino team, we developed an experience design strategy for the flagship, including patient experience principles, functional definition of spaces and concepts for innovating the clinic experience.

Innovations for the clinic included rethinking traditional reception spaces, multiple formats of consultation spaces, opportunities to feature hygiene standards, innovative clinical spaces, cosmetic dentistry and account fulfilment spaces.

We worked with Material Creative and Lumino’s facilities development partner to translate the experience design strategy into a new flagship clinic.