Phase 1: Reflecting on Experiences
In the first phase, we encouraged participants to reflect on their experiences in emergency department waiting areas. Each participant wrote their personal experiences on sticky notes, which they then presented to the group. This activity fostered engagement with the workshop context and set the stage for deeper discussions in the subsequent phases.
Phase 2: Assessing Experiences
Building on the reflections from the first phase, we prompted participants to identify the needs and concerns of actors, including physicians, clinical staff, patients, and other key actors related to emergency department processes. Participants captured their insights on sticky notes and shared them individually with the group to stimulate discussions.
Phase 3: Contextualizing Expectations
In the third phase, we tasked participants with contextualizing their expectations into concrete requirements for robotic assistance in the emergency department. At this stage, we explicitly introduced the workshop’s primary context—the deployment of robotic assistance in emergency departments. Participants were encouraged to contextualize their insights from the second phase by relating them directly to the potential use of robotic systems.
To support participants in their ideation process, we provided three focus areas for consideration:
1. Environment: How should the emergency department be designed to accommodate robotic assistance, and where should such systems be physically located?
2. Appearance: What should the visual design and form of robotic assistance look like to ensure usability and acceptance by patients?
3. Capabilities: What functions should a robotic assistance perform to interact with patients and address their needs individually?
Participants documented their ideas on sticky notes and shared them with the group. To enrich their reflections, we posed targeted questions and provided suggestions on specific aspects, sparking in-depth group discussions.
Phase 4: Situating Expectations in Practice
For the final phase, we divided participants into subgroups of two to three individuals. Each subgroup was given a canvas to sketch interactions between patients and a robotic assistant in an emergency department. We, furthermore, asked them to describe interactions step-by-step, focusing on actions the patient and the robotic assistance might take during a specified interaction, such as admitting patients for treatment or measuring patients’ vital signs.
The subgroups presented their results, discussing whether their expectations from earlier phases had evolved and if their scenarios aligned with the envisioned robotic interactions. This phase concluded with a feedback session to gather participants’ reflections on the workshop’s structure and activities.
Reflections and Preliminary Insights
The co-creation workshops yielded valuable insights into the expectations and needs of patients regarding robotic assistance in emergency department waiting areas. These insights were grouped into five key themes, highlighting the importance of designing robotic systems that address practical and emotional patient care.
Fundamental Patient Needs
Participants consistently emphasized their emotional and physical requirements in the emergency department. They expressed a strong desire for rapid medical attention and relief from pain, alongside a need for reassurance and empathy from staff or systems. Uncertainty about treatment processes and interactions with others (e.g., clinical staff), including safety concerns, further underlined the importance of creating a secure and supportive environment.
Improving Communication
Clear communication emerged as a critical factor in enhancing the patient experience. Participants desired transparency about emergency department processes, such as the next steps in treatment. Additionally, participants suggested using waiting times more effectively to educate patients, for example, through accessible information about their conditions, treatments, or available resources.
Enhancing the Physical Environment
The workshops revealed several ways to improve the spatial design of waiting areas. Participants proposed better wayfinding systems, such as clear signage and intuitive layouts, to reduce confusion. They also advocated for noise reduction to create a calmer atmosphere, particularly during long waits.
Integrating Patient-Centered Technology
Participants expressed clear preferences for how technology should enhance their care. They emphasized the need for barrier-free, inclusive, and multilingual systems, incorporating visual aids to help bridge communication gaps. Furthermore, participants envisioned technology as a supportive companion, offering real-time updates about their treatment status.
Expectations for Robotic Assistance
Participants outlined several key requirements specific to robotic systems. They suggested separating tasks across different robotic assistances, such as terminals, to avoid congestion. For example, one system could provide general information, another could handle patient registration, and a third could give updates about wait times and treatment progress. Privacy and security were paramount, with patients advocating for features like screen privacy filters or personal QR codes for accessing information discreetly. Robustness and durability were further highlighted as critical in the demanding emergency department environment.
Regarding capabilities, participants envisioned robots taking on roles such as initial triage, symptom clarification, and vital sign measurement. However, they stressed the importance of human oversight to ensure flexibility and trust. Participants also preferred robots that assist with administrative and technical tasks, leaving more complex interactions, such as discussing treatment options, to physicians.