Sync Final

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Sync Final

  1. 1. sync Exploratory Research Designing for Service F’08 | Carnegie Mellon University Maria • Brigit • Priyanka • Sungjoon Steve • Wei
  2. 2. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications Hunt Statement To restructure primary care systems to reduce repeated steps both within and between visits and better utilize time for patients and staff alike.
  3. 3. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications Territory Map ‣ Scheduling ‣ Time ‣ Coordination ‣ Transportation ‣ Communication ‣ Sync ‣ Flow
  4. 4. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications Card surveys
  5. 5. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications Card surveys
  6. 6. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications Card surveys
  7. 7. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications Card surveys
  8. 8. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications Directed storytelling “After hurting my back, I couldn’t get in to see a physical therapist for over one week!” “After repeated virus infections, primary care insisted on giving me the same worthless treatment.They did not work.”
  9. 9. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications First-hand experience “I have nothing to do but waiting”
  10. 10. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications Mayo shadowing, tours, and interviews problem | office visit | medicine || follow-up visit “The computer will recommend patients preventative services.”
  11. 11. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications Comparative analysis USA China Environment Time & Primary Diagonosis Pharmecy Convenience Friendliness Insurance Affordability & Devices Schedule Care System Quality Experience
  12. 12. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications Opportunity Areas ‣ Better devices and ‣ Three doctors in room environment ‣ Patients may visit with or ‣ Personalized medicine without appointment and ‣ Technology much less time. ‣ Doctors in pharmacy ‣ Family doctors are always available on phone ‣ Quick treatment ‣ Doctors can be seen from a small glass pane.
  13. 13. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications Blueprint physical Patient’s Medical Chair Chair Examination Room Medication CVI Paperwork Magzine Desk evidence schedules Forms TV Medical Devices Prescription Bottle Go to Pharmacy patient Make Fill Out CVI Go to receptionist Schedule Another Drop Off Prescription Paperwork Travel Check-in Wait Talk to Nurse Wait Talk to Doctor actions Appointment Wait Appointment Wait Get Medicine Line of Interaction onstage Make Sign in Take Preventive Exam Make Another Check & Prepare Prescription Appointment Appointment contact for Patient Measures Make Prescription for Patient Give Medication Line of Visibility backstage Check the Mail CVI Attach CVI to Prepare Check the Light Check Availability Avaible Time the Database the Room of Specialist contact Line of InternaI interaction support Scheduling Support Preventive “Light” Support System Support System processes System System System System
  14. 14. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications Design Implication 1 Shorten the entire process or eliminate repeated steps
  15. 15. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications What we saw What we heard What we found ‣ Scheduling gets repetitive ‣ Value/time imbalance for “I visited my specialist 7 times.” appointment process and doctor visit ‣ Frequent office visits
  16. 16. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications Blueprint Observation physical Patient’s Medical Chair Chair Examination Room Medication CVI Paperwork Magzine Desk evidence schedules Forms TV Medical Devices Prescription Bottle Go to Pharmacy patient Make Fill Out CVI Go to receptionist Schedule Another Drop Off Prescription Paperwork Travel Check-in Wait Talk to Nurse Wait Talk to Doctor actions Appointment Wait Appointment Wait Get Medicine Line of Interaction onstage Make Sign in Take Preventive Exam Make Another Check & Prepare Prescription Appointment Appointment contact for Patient Measures Make Prescription for Patient Give Medication Line of Visibility backstage Check the Mail CVI Attach CVI to Prepare Check the Light Check Availability Avaible Time the Database the Room of Specialist contact Line of InternaI interaction support Scheduling Support Preventive “Light” Support System Support System processes System System System System Patterns The whole process must be repeated many times with patients waiting for feedback in between.
  17. 17. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications Design Implication 2 Move things around to avoid unused time and energy
  18. 18. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications What we saw What we heard What we found ‣ Patients don’t like to be the “I have to tell my primary care mediator in the process doctors and specialists and nurses ‣ Patients don’t like to waste my disease over and over again, time, money and energy on why am I responsible for that?” unimportant things
  19. 19. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications Blueprint Observation tient’s hedules CVI Paperwork ? Medical Forms Chair Magzine TV Chair Desk Medical Devices ? Examination Room Prescription ? Medication Bottle Go to Pharmacy Fill Out CVI Go to receptionist Make Drop Off Prescription Paperwork Travel Check-in Wait Talk to Nurse Wait Talk to Doctor Schedule Another ointment Wait Wait Appointment Get Medicine Make ointment r Patient ? ? Sign in ? Take Preventive Measures ? Exam Make Prescription Make Another Appointment for Patient Check & Prepare Prescription Give Medication heck the aible Time n Mail CVI ? Attach CVI to the Database Prepare the Room ? Check the Light ? Check Availability of Specialist ? Patterns eduling ystem ? Support System ? Preventive System “Light” System Support System Support System ? White blocks in service blueprint could be used in a better way.
  20. 20. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications Design Implication 3 Find new ways or new times for patients to interact with the doctor.
  21. 21. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications What we saw What we found ‣ Patients value doctor time What we heard more than any other part of the process ‣ Patients worry about “I’m confusing who is who but they forgetting to share problems ‣ Patients don’t want to waste watch me so I think they are doctors.” time on unexperienced doctors.
  22. 22. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications Blueprint Observation physical Patient’s Medical Chair Chair Examination Room Medication CVI Paperwork Magzine Desk evidence schedules Forms TV Medical Devices Prescription Bottle Go to Pharmacy patient Make Fill Out CVI Go to receptionist Schedule Another Drop Off Prescription Paperwork Travel Check-in Wait Talk to Nurse Wait Talk to Doctor actions Appointment Wait Appointment Wait Get Medicine Line of Interaction onstage Make Sign in Take Preventive Exam Make Another Check & Prepare Prescription Appointment Appointment contact for Patient Measures Make Prescription for Patient Give Medication Line of Visibility backstage Check the Mail CVI Attach CVI to Prepare Check the Light Check Availability Avaible Time the Database the Room of Specialist contact Line of InternaI interaction support Scheduling Support Preventive “Light” Support System Support System processes System System System System Patterns Time with the doctor is the most important, yet shortest part of the process.
  23. 23. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications Design Implication 4 Bring patients closer to support systems to increase efficiency.
  24. 24. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications What we saw What we found ‣ Employees rely on support systems such as preventative care, triage, and patient records What we heard ‣ Patients frequently need repeat information already contained within these systems “Why do I have to tell these to ‣ Support systems for my doctors again and again?” Pharmacy, Primary care, Specialists and Staffs are separated.
  25. 25. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications Blueprint Observation Chair Chair Medical Examination Room Medication Magzine Desk Forms Prescription Bottle TV Medical Devices Go to Pharmacy Go to receptionist Drop Off Prescription avel Check-in Wait Talk to Nurse Wait Talk to Doctor Schedule Another Wait Appointment Get Medicine Make Another Check & Prepare Sign in Take Preventive Exam Prescription Appointment Measures Make Prescription Give Medication for Patient Attach CVI to Prepare Check Availability Check the Light Patterns the Database the Room of Specialist Support Preventive “Light” Support System Support System System System System Patients are far removed from employee support systems.
  26. 26. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications Generative Phase ‣ Scenario ‣ Persona ‣ Concept development ‣ Participatory design
  27. 27. sync Thank you. Designing for Service F’08 | Carnegie Mellon University Maria • Brigit • Priyanka • Sungjoon Steve • Wei

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