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PROCESS

An hour and half long co-creation session with
twelve participants including doctors, nurses
and staff, was hosted at the IAIM Healthcare
Centre. This session was an essential part of the
design process. Through the co-creation session, The Affinity Mapping tool and the Why &
the true perspectives and ideas of those work- How Prompt Cards used in the session
ing within the field of ISM could be gleaned. enabled the participants to work together
to form new insights. These tools and

Ice breaker sessions included fun and props were specifically designed so that
playful activities, which helped the the insights gained from earlier stages of
participants to loosen up, speak out and research served as prompts for the
express their ideas creatively without the ideation, thereby ensuring that the ideas
fear of judgement. Everything from the formed were relevant to the project.
prompt cards to the background music
was chosen so as to create an active and A final round of discussions ensued after
creative atmosphere for the participants. the ideation and the Affinity Mapping
session, where the participants discussed
The PowerPoint Presentation tool helped the possible applications and viability of
maintain the flow of the session by certain themes of ideas in their current
alternating between active and more system.
passive activities, such as video-watching
and discussions. It also helped set the Through an Affinity Mapping of the partici-
context for the participants by pant’s ideas, certain themes of possible areas of
introducing them to current observable intervention emerged. These themes served
patterns in the perception of ISM. both as validation for the earlier iteration of the
service blueprint and provided valuable inputs
for changes to be implemented in it.