Transformation in Healthcare: Interior concept for the branches of ‘AOK Rheinland/Hamburg’ (Health insurance company) 

-Customer service redefined
-Health Management at eye level; homely and comforting
-Sustainability and sound insulation are key design aspects
-Scalable furnishing concept rolled out in around 60 AOK branches in spaces ranging from 200 sqm to 2,000 sqm in the state of NRW and Hamburg.

The focus is on service elements and a feel-good factor. AOK’s corporate color green and warm wood accents create a welcoming atmosphere. Consultation areas, waiting zones and seating design take all customer groups from newborns to seniors, young and old, singles and families and people with and without physical limitations into account. 

A large open waiting area with seating galleries, individual armchairs and side tables adjoins the reception desk. There is a 'family waiting area' with a round family table and seating for children. At the 'health station' visitors can bridge the waiting time with exercise and infotainment. An Open Space offers freely selectable face-to-face scenarios in an area of around 120 square meters. For sensitive consultations, for example on an abortion or a serious illness, there are all-round shielded, sound-insulated 'consultation boxes', e.g. the 'living room' with a sofa and seating with surface laptops. 

The reception counter is reminiscent of a hotel reception. The multifunctional coffee point, a counter with bar stools and coffee machine, is used for quick consultations and as an event bar. 

Health marketplace. In addition to traditional consulting services, the new design of the AOK building offers a regional experience with information and training services. Mobile, foldable and stackable furniture and flexible technical equipment ensure that up to 100 people can be seated during lectures on diabetes for example, and a cozy, protected ambience can be conjured up for birth preparation classes. 

Functional and sustainable. Acoustically effective surfaces and impact sound-reducing floor coverings were integrated throughout; sound absorbers include multilayer felt wall panels, shell seats, and more. Sunlight serves to maintain the natural biorhythm. A balanced color palette promotes well-being. The real plant wall and other natural green plants improve the indoor climate. 

The use of resource-saving materials and climate-friendly technologies characterize the furnishing concept. For furnishings and materials, attention was paid to the relevant certifications and environmental labels. Selection criteria were freedom from pollutants, emissions and durability. 

Recycled materials and furniture are essential components. The felt 'PET Felt' by ReFelt from NL, recycled from PET bottles, was used for wall panels, furniture and room dividers, as were the 'Pod Privacy Chairs' by designer Benjamin Hubert.