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Design Thinking and Systems Engineering to Map Human Needs and Improve Digitization at an Emergency Health Care – a Case Study

This study from out‐of‐hours emergency primary health care investigates methods to improve the digital solutions to become both effective and empathetic. A relatively small inter‐municipal emergency care in Norway struggles with high costs and low efficiency. Employees spend a lot of time performing various manual work that is of little benefit to patients. We used the steps from Design Thinking and tools from Systems Engineering to come up with an improved solution. Furthermore, we tested this solution on staff at the emergency room.