Service design

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Jane Wood, HANDIHealth, Leeds workshop

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Service design

  1. 1. Jane Wood Service DesignerCancer, Long Term Conditions, Mental Health
  2. 2. Know your usersLots of tools and techniques to help Image - http://brynjones.deviantart.com/art/The-Usual-Suspects-189659496
  3. 3. Is there a need?Make a difference to a lot of patients, develop a flexible and scalable service Image - www.cancerresearchuk.org
  4. 4. What are patients needs? Current policy Literature review Don’t re-invent the wheel
  5. 5. Ask patients about their experience Focus groups Semi structured interviewsInform: design, functions, features and content
  6. 6. Observe their journey
  7. 7. Who are the people involved in their care?
  8. 8. Where do they receive their care?
  9. 9. What support to they need alongside their care?
  10. 10. Where is the service used? Impact on Dr/patient relationship? Challenges in clinical environment?
  11. 11. How will patients become aware of the service?
  12. 12. Evaluation Image - http://solutionsfire.co.uk/Free-fire-risk-assessment-advice.html
  13. 13. Innovation LabsOver 100 people - 126 ideas – December to February Lab1: Personas, scenarios, ideas Incubation Lab 2: features, storyboards, pitch http://www.innovationlabs.org.u
  14. 14. Engage your usersMake useful, usable, engaging and effective products and services
  15. 15. j.wood@mihealth.info @janelwood www.mihealth.info
  16. 16. Create a persona for a diabetes app Psyche: we all have an overall attitude towards life and our surroundings which also influence the way we meet technology e.g. is the persona introvert or extrovert. Background: we all have a social background, education, upbringing which influence our abilities, attitudes and understanding of the world. Emotions and attitudes towards technology Link: and the
  17. 17. Is content relevant and meaningful? Is it accurate, up to date, authoritative?Collaborate with reputable content providers

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