Challenge     I have recently been inves2ga2ng the processes involved in my workﬂow in an outpa2ent 

 healthcare se;ng . Some2mes the appointment schedule does not run on its expected 2meline due to   spending more 2me with a pa2ent : either because of the complexity of a pa2ent ’s care , the 2me taken   to communicate , or other limi2ng factors . In other cases , the schedule gets behind because of the   variable check - in 2mes of pa2ents : late check - ins leading to a later start , and thus later ﬁnishing 2mes   for their appointments . I wanted to look into the factors that lead to late check - in 2mes and see if there   were any solu2ons for this aspect within our current system . 

 Selec2on     I selected the visualiza2on tool , as I wanted to start tackling this problem from the beginning in 

 the design thinking process . I hoped this may help me think a liFle more crea2vely at the onset of this   process . This visualiza2on could help me think from a pa2ent - centered perspec2ve : what was involved in   their journey to the arrival to their appointment . 

 Applica2on     I drew a ﬂow chart from a pa2ent ’s perspec2ve including the steps involved from ini2al 

 no2ﬁca2on of the appointment to being called to the exam room ( see ﬁgure 1 ) . The process starts with   an appointment postcard usually sent two weeks before the appointment and then moves on to involve   driving 2me and traﬃc , ﬁnding a parking spot , wai2ng in line to check in , and taking a seat in the wai2ng   room . Wri2ng out these steps is one way to describe the experience , but the diagram and drawings   helped magnify how some of these steps can be stressful to someone experiencing them . Visualizing this   process also demonstrated how , when one of these steps takes extra 2me , all the other downstream   steps are delayed . I also think that by using visualiza2on , I was more aware of small details that are a   part of this journey ; now , each step can be given aFen2on when seeking solu2ons to the challenge . 

 Insight     Moving through this journey using the ﬂow chart allowed me to see that there are mul2ple 

 points within this 2meline that could cause the pa2ent to arrive later than the appointment 2me   scheduled . Not only that , but drawing some of these images helps to express that these situa2ons may   be frustra2ng for the pa2ent to experience . Visualizing the challenge this way allowed me to pause and   to brainstorm the factors that are involved in the end result . 

 Approach     Evalua2ng the factors involved in the journey to arrive to an appointment by visualizing the 

 concept of the problem as I did in this exercise certainly helped me to have empathy for the pa2ent   experience . Someone ’s late arrival may be due to factors beyond their control . They may arrive to the   appointment already frustrated by their earlier journey . The visualiza2on technique used at the start of   this process could be elaborated upon in a later step of the design thinking process in the mind mapping   steps . Then , stakeholders like pa2ents and members of the healthcare team could contribute their   insights and experiences . Adding others ’ opinions to this process would add depth in the process of   thinking about possible solu2ons : how some of these more stressful or 2me - consuming steps might be   streamlined , or somehow accounted for elsewhere in the adjustment of the clinical schedule . 

 Figure 1 . Visualiza2on of pa2ent journey to appointment check - in 


EMAIL: 
ID_NUM: 
NAME_STUDENT: 
PHONE_NUM: 
STREET_ADDRESS: 
URL_PERSONAL: 
USERNAME: 

### Task: You are a PII (Personal Identity Information) Detection. Given a essays written by students, you have to identify ONLY the following:
NAME_STUDENT - The full or partial name of a student that is not necessarily the author of the essay. This excludes instructors, authors, and other person names.
EMAIL - A student’s email address.
USERNAME - A student's username on any platform.
ID_NUM - A number or sequence of characters that could be used to identify a student, such as a student ID or a social security number.
PHONE_NUM - A phone number associated with a student.
URL_PERSONAL - A URL that might be used to identify a student.
STREET_ADDRESS - A full or partial street address that is associated with the student, such as their home address.
### Input: Challenge     I have recently been inves2ga2ng the processes involved in my workﬂow in an outpa2ent 

 healthcare se;ng . Some2mes the appointment schedule does not run on its expected 2meline due to   spending more 2me with a pa2ent : either because of the complexity of a pa2ent ’s care , the 2me taken   to communicate , or other limi2ng factors . In other cases , the schedule gets behind because of the   variable check - in 2mes of pa2ents : late check - ins leading to a later start , and thus later ﬁnishing 2mes   for their appointments . I wanted to look into the factors that lead to late check - in 2mes and see if there   were any solu2ons for this aspect within our current system . 

 Selec2on     I selected the visualiza2on tool , as I wanted to start tackling this problem from the beginning in 

 the design thinking process . I hoped this may help me think a liFle more crea2vely at the onset of this   process . This visualiza2on could help me think from a pa2ent - centered perspec2ve : what was involved in   their journey to the arrival to their appointment . 

 Applica2on     I drew a ﬂow chart from a pa2ent ’s perspec2ve including the steps involved from ini2al 

 no2ﬁca2on of the appointment to being called to the exam room ( see ﬁgure 1 ) . The process starts with   an appointment postcard usually sent two weeks before the appointment and then moves on to involve   driving 2me and traﬃc , ﬁnding a parking spot , wai2ng in line to check in , and taking a seat in the wai2ng   room . Wri2ng out these steps is one way to describe the experience , but the diagram and drawings   helped magnify how some of these steps can be stressful to someone experiencing them . Visualizing this   process also demonstrated how , when one of these steps takes extra 2me , all the other downstream   steps are delayed . I also think that by using visualiza2on , I was more aware of small details that are a   part of this journey ; now , each step can be given aFen2on when seeking solu2ons to the challenge . 

 Insight     Moving through this journey using the ﬂow chart allowed me to see that there are mul2ple 

 points within this 2meline that could cause the pa2ent to arrive later than the appointment 2me   scheduled . Not only that , but drawing some of these images helps to express that these situa2ons may   be frustra2ng for the pa2ent to experience . Visualizing the challenge this way allowed me to pause and   to brainstorm the factors that are involved in the end result . 

 Approach     Evalua2ng the factors involved in the journey to arrive to an appointment by visualizing the 

 concept of the problem as I did in this exercise certainly helped me to have empathy for the pa2ent   experience . Someone ’s late arrival may be due to factors beyond their control . They may arrive to the   appointment already frustrated by their earlier journey . The visualiza2on technique used at the start of   this process could be elaborated upon in a later step of the design thinking process in the mind mapping   steps . Then , stakeholders like pa2ents and members of the healthcare team could contribute their   insights and experiences . Adding others ’ opinions to this process would add depth in the process of   thinking about possible solu2ons : how some of these more stressful or 2me - consuming steps might be   streamlined , or somehow accounted for elsewhere in the adjustment of the clinical schedule . 

 Figure 1 . Visualiza2on of pa2ent journey to appointment check - in
### Output: 