human centered design
Post on 15-Jul-2015
40 Views
Preview:
TRANSCRIPT
-
Human Centred Design (a taste in 45 minutes)
Darren Menachemson
@thinkplace and @tpfoundation
-
Desirable Viable
Possible
Powerful design
-
I got sick.
-
Cab dropped me here
Entrance
My hospital experience
-
Triage Admission Dispensary Treatment
-
Another story about being sick
-
Where was the breakdown?
-
vaccination
Patient
Life event Health system
pregnancy
Globally, healthcare consumers interact with public systems. But they are more complex than their interactions with public systems. And public systems are more complex than their interactions with us.
Person
-
Design thinking and human centred design recognises this complexity, and works to embrace it in the design
of public health interventions.
-
Widening the scope for intervention
The urban planning system
The social protection system
The employment system
-
The ingredients of public cartography
Persona System Interaction Life journey
-
We are going to map the journey and pathway of someone getting the flu.
-
Personas
= Character + Cohort A fictitious but realistic person, with a name, age, and characteristics Belongs to a cohort.
A population with relevantly similar demographics, behaviours, histories
-
Persona Template Character name: Sketch Indicative quote
Cohort name: Relevant demographics (social/economic/ location/ education/risk factors/etc) Relevant behaviours/beliefs/ motivations/demotivation's
Age: Location:
Some relevant characteristics about their:
Social/family/economic situation Health/welfare Needs and preferences Irritants and pain points
Sally Jones
Just thinking about flying makes me feel sick. And I fly a lot!
32 Brisbane
Married, parents live interstate $58,000 annual salary Adult educator
Severe flying phobia Regular use of medication and
alcohol pre- and in-flight
Must travel work, frail parent Prefers larger planes Wants in-cabin reassurance
Uncertainty about noises/shudders Hard to learn plane type when
booking flight People dont understand fear
intensity
Frequently fearful flyers
Educated, professionals Live in urban centres May use scheduled medication
frequently/inappropriately
Planes are unsafe My phobia is untreatable I want to and need to be
able to fly
-
1. Know the focussing questions first
2. Open questions
3. Use silence and neutral encouragement
4. Avoid why
5. Follow the white rabbit
6. Avoid leading questions or gestures
7. Ask for stories
8. Quotes: the users voice is powerful
9. No harm: respect, privacy, safety
-
Persona Template Character name: Sketch Indicative quote
Cohort name: Relevant demographics (social/economic/ location/ education/risk factors/etc) Relevant behaviours/beliefs/ motivations/demotivation's
Age: Location:
Some relevant characteristics about their:
Social/family/economic situation Health/welfare Needs and preferences Irritants and pain points
Sally Jones
Just thinking about flying makes me feel sick. And I fly a lot!
32 Brisbane
Married, parents live interstate $58,000 annual salary Adult educator
Severe flying phobia Regular use of medication and
alcohol pre- and in-flight
Must travel work, frail parent Prefers larger planes Wants in-cabin reassurance
Uncertainty about noises/shudders Hard to learn plane type when
booking flight People dont understand fear
intensity
Frequently fearful flyers
Educated, professionals Live in urban centres May use scheduled medication
frequently/inappropriately
Planes are unsafe My phobia is untreatable I want to and need to be
able to fly
Try it: Get into pairs or threes, and complete the flu Persona Template.
-
Interactions
= high-level sequence describing touchpoints with the (in this case, health) system, from trigger to terminus.
-
User Pathway Template
Trigger:
Step 1:
What happens
Step 2:
What happens
What happens
Needs/preferences Pain points Response: I
Step 3: Step 4:
What happens
Needs/preferences Pain points Response: I
What happens
Needs/preferences Pain points Response: I
Need to fly Book flight Dread
Check in/ board
Fly
Needs/preferences Pain points Response: Ifeel like my flight experience is beyond my control.
Work requirement requires day-trip to Sydney.
Try to escape commitment, then book flight. Organise anti-anxiety prescription.
Find a big plane. Book a seat near the wings. Get moral support
Cant pre-book seating Cant determine plane type People dont sympathise
1
1
Filter by plane type for registered users?
Try it: in your groups, complete the Flu User Pathway template.
-
Life journeys
= extension of the user pathways to relevant moments in a persons life beyond the system being changed.
-
Life journeys
= extension of the user pathways to relevant moments in a persons life beyond the system being changed.
-
Journey Maps
Life event:
What happens
Needs/preferences Pain points Response: I
Life event:
What happens
Needs/preferences Pain points Response: I
(Pathway)
Take first flight
Get a GP checkup
-
Then, you can start to think about the system.
-
5 things you can do to use these techniques in your programmes
or design efforts.
-
1. Design ethnography explore the communities you are trying to impact, directly go for narrative and empathy
-
2. Build trusted connectivity find ways of getting people to open up from local translators sourced from the community, village elder engagement, research settings)
-
3. Dont start with the pathway start with the life journey look beyond the health issue to the subtle and influential moments, beliefs and relationships that offer new intervention points
-
4. Co-design and ideate Get a room full of people with health knowledge, cultural knowledge, logistical knowledge etc, tell them what youve learnt, and IDEATE.
-
5. Start with the current and future human experience - user pathways and journey maps effectively become the overarching design, and the system is mobilised to deliver it.
-
Desire Path
-
Thank you.
Darren and ThinkPlace tweet @thinkplace and @tpfoundation
-
Persona Template Character name: Sketch Indicative quote
Cohort name: Relevant demographics (social/economic/ location/ education/risk factors/etc) Relevant behaviours/beliefs/ motivations/demotivation's
Age: Location:
Some relevant characteristics about their:
Social/family/economic situation Health/welfare Needs and preferences Irritants and pain points
-
User Pathway Template
Trigger:
Step 1:
What happens
Step 2:
What happens
Needs/preferences Pain points Response: I
What happens
Needs/preferences Pain points Response: I
Step 3: Step 4:
What happens
Needs/preferences Pain points Response: I
What happens
Needs/preferences Pain points Response: I
Slide Number 1Slide Number 2Slide Number 3Slide Number 4Slide Number 5Slide Number 6Slide Number 7Slide Number 8Slide Number 9Slide Number 10Slide Number 11Slide Number 12Slide Number 13Slide Number 14Slide Number 15Slide Number 16Slide Number 17Slide Number 18Slide Number 19Slide Number 20Slide Number 21Slide Number 22Slide Number 23Slide Number 24Slide Number 25Slide Number 26Slide Number 27Slide Number 28Slide Number 29Slide Number 30Slide Number 31Slide Number 32Slide Number 33Slide Number 34Slide Number 35Slide Number 36Slide Number 37
top related