Unveiling the role of field engineers in the healthcare through design: A systematic exploration of situational challenges and improvements
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School of Arts, Design and Architecture |
Master's thesis
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Date
2023
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Mcode
Degree programme
Master’s Programme in Design
Language
en
Pages
89
Series
Abstract
This study investigates the challenges faced by field engineers in their daily professional workflow, with the goal of enabling the engineering team in Finland to design improved solutions for optimal task performance, specifically concerning medical monitors. Field engineers, representing GE Healthcare, provide direct technical support to customers for medical devices, including monitors designed by the Finnish engineering team. Despite the critical role of field engineers, the engineering team's knowledge of their challenges is minimal, potentially overlooking issues related to servicing medical monitors. The primary objective of this thesis is to bridge this knowledge gap and bring the engineering team closer to field engineers for targeted design improvements. By engaging in a variety of research activities, this study explores not only technical challenges but also the diverse values and needs of field engineers, aiming to enhance understanding of their work environment and daily practices. The insights gained from this research informed the design of a proposal, resulting in the collaborative development of a software called Panorama. This software integrating three major features addresses information management issues encountered by field engineers throughout the servicing cycle, allowing them to focus on essential tasks. The outcomes of this research serve as a foundation for future initiatives aimed at improving overall working conditions and developing tools tailored to the diverse tasks of field engineers. Ultimately, these improvements have the potential to enhance the service experience for GE Healthcare’s customers in the long run.Description
Supervisor
Salovaara, AnttiThesis advisor
Lahdenmäki, VirpiKeywords
field engineer, medical business, interaction design, service design, technical support, empathic design