1. sync
Exploratory Research
Designing for Service F’08 | Carnegie Mellon University Maria • Brigit • Priyanka • Sungjoon Steve • Wei

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. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Territory Map

4. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Card surveys

5. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Card surveys

6. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Card surveys

7. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Card surveys

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. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
First-hand experience
“I have nothing to do but waiting”

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. 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. 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
much less time.
‣ Technology
‣ Doctors in pharmacy
‣ Family doctors are always
available on phone
‣ Quick treatment
‣ Doctors can be seen from
a small glass pane.

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. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Design Implication 1
Shorten the entire process
or eliminate repeated steps

15. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
What we saw
What we heard What we found
“I forgot to tell the doctor ‣ Scheduling gets repetitive
‣ Value/time imbalance for
something and couldn’t get
appointment process and
through to him until my next doctor visit
visit.” ‣ Frequent office visits

16. 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
Patterns
The whole process must
be repeated many times
with patients waiting for
feedback in between.

17. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Design Implication 2
Move things around to
avoid unused time.

18. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
What we saw
What we heard What we found
‣ Wait time
“I have to tell my primary
care doctors and specialists
and nurses my disease, why
am I responsible for that?”

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
Patient ? ? Sign in
? Take Preventive
Measures ? Exam
Make Prescription
Make Another
Appointment
for Patient
Check & Prepare
Prescription
Give Medication
heck the
n
ible Time
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. 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. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
What we saw
What we found
What we heard ‣ patients value doctor time
more than any other part of
the process
“I forgot to tell the doctor ‣ patients worry about
something and couldn’t get forgetting to share
through to him until my next problems
‣ patients wait long periods
visit.”
for re-evaluation

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. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Design Implication 4
Bring patients closer to
support systems to increase
efficiency.

24. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
What we saw
What we found
‣ Employees rely on support
What we heard systems such as
preventative care, triage,
and patient records
“I forgot to tell the doctor
‣ Patients frequently need
something and couldn’t get repeat information already
through to him until my next contained within these
visit.” systems

25. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Blueprint
Chair Chair
Medical Examination Room Medication
Magzine Desk
Forms Prescription Bottle
TV Medical Devices
Go to Pharmacy
Go to receptionist
Drop Off Prescription
ravel 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
the Database the Room of Specialist
Patterns
Support Preventive “Light”
Support System Support System
System System System
Patients are far removed
from employee support
systems.

26. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Generative Phase
‣ Scenario
‣ Persona
‣ Concept development
‣ Participatory design

27. sync
Thank you.
Designing for Service F’08 | Carnegie Mellon University Maria • Brigit • Priyanka • Sungjoon Steve • Wei