Verify that’s me before doing anything else
Daniele Catalanotto
Sep 29, 2022
A Service Design Principle to avoid huge mistakes.
A doctor does the wrong surgery on you because he didn’t double-check who you are. He cut out the wrong leg because he didn’t check in with you.
These are, sadly, things that happened in the past. And that’s dramatic! It’s terrible because a simple introduction moment with a few verification questions can avoid these lifelong frustrations and problems. That’s why, today, when going to the hospital for surgery, staff members ask you: “Can you confirm for me a few information”. He then asks you your name, date of birth and what surgery is planned.
A simple check-in is smart because it prevents the surgeon from cutting the wrong leg. But there is even more value to this simple check-in moment. It’s also smart because it acknowledges that you are a human being with a name and story. It puts the doctor out of his technician role, who is here just to cut a leg. Instead, the doctor interacts with you and creates a relationship. Finally, such a check-in makes the patient a part of the service. He shares important information and isn’t just a body to be cut or dealt with.
So let me ask you:
What part of your service experience could lead to dangerous results if not done correctly? How can you include more of the user during that phase to do some verification to avoid future mistakes?
Footnotes
Thanks to community member Loris Olivier who told me how he felt during a doctor’s appointment. His story inspired several service design principles, and this is one of these. Thanks, mate.
Daniele's personal notes
- This is the first draft of this Service Design Principle.
- Once adapted even more, this principle could be part of the book "Service Design Principles 201-300"
- As always, feel free to share comments, feedback or personal stories to improve this principle.
2 comments
Daniele Catalanotto
Oct 20, 2022
The second draft of this Service Design Principle
A doctor does the wrong surgery on you because he didn’t double-check who you are. He cut out the wrong leg because he didn’t check in with you! What the fuck?!
Such things happen (1). And that’s dramatic! It’s terrible because a simple introduction conversation can avoid these lifelong implications.
That’s why, when you go for surgery, staff members ask you: “Can you confirm for me a few pieces of information”. They then ask you your name, date of birth and for what surgery you’re here. Some doctors even ask you to mark yourself with a pen which is the leg to cut.
Such simple check-ins prevent surgeons from cutting the wrong leg. But there is more value to it.
It makes you feel recognised as a human, with a name and story, who can contribute to the service.
It also puts the doctor out of his technician role. Instead of being here just to cut a leg, the doctor interacts with you and creates a relationship.
So let me ask you:
What part of your service experience could lead to dangerous results? How can you include the user more during that phase to avoid mistakes?
Footnotes
A big thank you to Loris Olivier for sharing the service experience that inspired this principle with the co-creator community.
(1) (2021). Austria: Doctor fined for amputating wrong leg of patient. BBC News. Available at https://extra.swissinnovation.academy/KJYN accessed 20 October 2022.
Daniele’s notes
- This is the second draft of this principle.
- I’ve reduced the length of this principle by 17% compared to its first draft.
- Added a reference to prove that the story is real, people get their long leg cut off
Daniele Catalanotto
Oct 31, 2022
The third draft of this Service Design Principle
A guy wakes up after surgery. Surprise, the doctor cut the wrong leg (1).
It’s terrible because asking your name, date of birth and for what surgery you’re here can avoid this (2).
Such simple check-ins prevent surgeons from cutting the wrong leg. But there is extra value to it. It makes you feel recognised as a human with a name and story who can contribute to the service.
It also puts the doctor out of his technician role. Instead of being here just to cut a leg, the doctor interacts with you and creates a relationship.
So let me ask you:
How can you include the user more during the critical parts of the experience to avoid mistakes?
Footnotes
A big thank you to Loris Olivier for sharing the service experience that inspired this principle with the co-creator community.
(1) (2021). Austria: Doctor fined for amputating wrong leg of patient. BBC News. Available at https://extra.swissinnovation.academy/KJYN accessed 20 October 2022.
(2) Some doctors even ask you to mark yourself with a pen which is the leg to cut.
Daniele’s notes
- This is the third draft of this principle.
- I’ve reduced the length of this principle by 39 % compared to the previous draft.
- Added a reference to prove that the story is real, people get their long leg cut off