Improving Parents’ Experience in the Pediatric Emergency Waiting Room: Researching the Most Optimal Design for an Information Tool

International audienceTo improve parents’ experience in the pediatric emergency waiting room by means of an information tool, the information needs of parents and pediatric patients need to be determined. It is necessary to find an optimal design for the information needed to be understandable by and useful to the parents. This paper presents the first step of designing an information tool aiming to improve patient/parent experience, encourage the understanding of the care process, and optimize the patient-caregiver relationship. In order to acquire insight into parents’ information needs, exploratory interviews were conducted and benchmark research had been performed. Furthermore, one focus group session with parents was conducted to identify their information needs, determine the format of the information tool, and visualize the best ideas by using paper mock-ups. The focus group concluded that parents prefer an information screen to a smartphone application. The designed mock-up visualizes and explains the care process, and represents one’s position in the waiting queue. The mock-up was evaluated through questionnaires