Data Points, Touchpoints, and Moments of Truth . . . Senior Archetype Continuum frail robust Persistent Archetype Characters
Appointment timing (in general) Avocations, past careers, lost careers Being ﬁnancially sensitive (ﬁxed income or not) Cassette tape recorders Doctor or staff “going too quickly” Doctors who are willing to say “I don’t know” Finding desirable movies Finding new meanings in life, since retirement Forgetting “till later” Getting lost Keeping busy vs. Getting boredSenior Touch Points List-making for the doctor appointment Paperwork and forms Individual Preparing for the doctor visit Pride Private transportation options Public bathroom privacy (going slow) Puzzles and other brain teasers Recliners or very comfortable furniture for longer waits Reminders or forgetting altogether Smith-Glynn bills, billing problems, difﬁculty reading bills Waiting or leaving (with delays) What was it I wanted to ask the doc?
“I’m here a lot, don’t treat me like a new patient” Caring for peers and those older than oneself Club house and socializing Doctor as “savior” vs. Doctor as peer vs. Doctor as consultant Doctors who listen, take the necessary time, answer questions E-mailing others Extended family relations Favorite clinic staff Grandchild care or sitting Human-to-human contactSenior Touch Points I see lots of older people here, but i don’t know any of them Is the doc being straight with me?Interpersonal Listening to “our songs” Loneliness vs. Companionship Nobody here really knows me Open posture (doctor and staff) Peer group Pets (and aging) Seeing and/or visiting with children at Smith-Glynn Staff and physicians relations Weekly phone calls with family and friends What can my companion do at Smith-Glynn?
Bathrooms (non-unisex, oversized) Café, restaurant, cafeteria Can’t easily see if my ride has arrived from inside Smith-Glynn Easy in-out regular parking spots Floor texture/material transitions Getting lost in Smith-Glynn Good campus maps and individual facility maps Handicapped parking spots National Avenue “scares me” No cozy space here to sit Not enough seating outside front doorSenior Touch Points Outdoors and wildlife Plants, ﬂowers, atriums, planters looks niceEnvironmental Post-ofﬁce Safe sidewalks to Smith-Glynn Smith-Glynn as second home Smith-Glynn entry and exit The city bus isn’t an option for me The city bus route map is confusing Smith-Glynn bus stop feels dangerous Smith-Glynn doesn’t even appear on city bus map Unattractive institutional furniture Wheelchairs and walkers at curbside Where do I put my stuff (coat, materials)?
Ambient room temperature Anxiety regarding health Fasting before appointment Fresh fruit Internet research Juices to drinkSenior Touch Points Listening to music or TV in the background to relax Medication side effects Health Not ever feeling 100% Soy milk Need three meals a day Toast Yogurt