Understanding the challenge
CHU Saint-Pierre welcomes more than 1,600 patients every day. As patient volumes increased, the hospital sought to improve the onboarding experience while reducing pressure on reception teams and maintaining a high level of patient care.
The challenge went beyond patient registration. Reception teams were managing a wide range of administrative responsibilities in a demanding environment, while patients often faced long waiting times, complex navigation, and uncertainty throughout their arrival journey.
To address these challenges, CHU Saint-Pierre partnered with Deloitte Digital to rethink the onboarding experience from end to end and identify opportunities to simplify interactions, improve efficiency, and create a scalable foundation for future innovation.
Watch the video to hear the story from the people behind it
Starting with people, not technology
Rather than beginning with a predefined solution, we started by building a deep understanding of the existing experience.
Through immersive research and field observations, our teams engaged with reception staff, patients, doctors, translators, and IT specialists to identify pain points, operational challenges, and opportunities for improvement.
By applying service design methodologies such as patient journeys, personas, service blueprints, and stakeholder interviews, Deloitte Digital developed a comprehensive view of the interactions between people, processes, and technology.
This discovery phase helped uncover challenges affecting both patients and staff, including long waiting times, communication barriers, navigation difficulties, and operational inefficiencies across the onboarding process.
The result was a transformation strategy rooted in real-world needs rather than assumptions.
Designing the future experience
Once the initial assessment was complete and the key challenges had been identified, we worked closely with CHU Saint-Pierre teams to explore and evaluate several solution scenarios. Together, we selected self-check-in kiosks as the solution that best addressed the needs uncovered during the assessment.
With the solution defined, we prepared for implementation by designing the future patient journeys and detailed service blueprints and translating them into clear functional and technical requirements. At the same time, we estimated the required budget, recommended the most suitable components, and developed the architecture and transformation roadmap to ensure that the solution would integrate smoothly with CHU Saint-Pierre’s existing systems and broader digital strategy.
We then brought the solution to life by designing prototypes of the kiosk screens, testing them iteratively with patients, and refining the experience based on their feedback. Once the prototypes had been validated, we developed the self-check-in solution, turning the agreed journeys, designs, and requirements into operational kiosks ready for deployment.
Creating measurable impact
The first kiosks went live in October 2025 at one of CHU Saint-Pierre’s two sites (Alexiens), with the second site (Porte de Hal) also being equipped with kiosks a few months later.
This implementation is already delivering measurable benefits for both patients and hospital staff.
Today, 50% of patients can check in independently in less than 1 minute, reducing reliance on reception staff and creating a faster, smoother onboarding experience.
As a result, reception teams can focus more of their time on patients who need additional support, while benefiting from a more efficient and comfortable working environment.
In practical terms, the solution has enabled:
- Faster patient onboarding
- Increased patient autonomy
- Improved operational efficiency
- Reduced administrative burden on frontline teams
- Enhanced patient and employee experience
Beyond these immediate operational improvements, the solution was designed to remain sustainable and adaptable over the long term.
CHU Saint-Pierre teams can now manage and configure the solution independently, allowing them to adapt it as hospital operations evolve, extend the experience when new requirements emerge, and continue innovating over time.
Philippe Delhez
Henry Houdmont
