Creative Practice | Personalised Health TU Delft Policy makers, healthcare professionals, and patients alike are calling for patient-centred, personalized approaches to care. At the Tailored Healthcare Lab of Delft University of Technology Tessa Dekkers and Bob Groeneveld are developing patient profiles as an exemplary design resource for the development of personalized product-service designs in healthcare. They will share some preliminary insights, as well as their experiences in the crossover project between design and psychology.

1. TU DELFT
TESSA DEKKERS & BOB
GROENEVELD

2. TAILORED HEALTHCARE THROUGH
COSTUMER PROFILING: A STORY
ABOUT UNDERSTANDING AND
ADAPTING
CREATIVE PRACTICE

9. Surgery
successful!
She must be
satisfied!
Honestly, I
was expecting
something
else…

10. 10-25% of joint replacement patients are dissatisfied despite good clinical
outcomes
(Hamilton et al., 2012; Judge et al., 2012; Robertsson et al., 2000)

11. IMPROVE PATIENT SATISFACTION BY TAILORING CARE

12. IMPROVE PATIENT SATISFACTION BY TAILORING CARE
IN JOINT REPLACEMENT SURGERY

13. IMPROVE PATIENT SATISFACTION BY TAILORING CARE
IN JOINT REPLACEMENT SURGERY
WITH DESIGN-ORIENTED PATIENT PROFILES

14. IMPROVE THE PATIENT EXPERIENCE BY CONNECTING CLINICAL CARE
AND CREATIVE INDUSTRY

15. UNDERSTANDING & ADAPTING: TWO LEVELS
Care recipient & provider
Consortium

16. How doctors understand patients
o Illness management
o Autonomy
o Communication skills
o Sociability
Dekkers et al. (2017) Tailoring the
orthopaedic consultation.
doi:10.1016/j.pec.2017.08.018
Can she
manage? Does
she want
small talk?

17. How doctors adapt to patients
o More or less information
o Guidance
o Personal circumstances (wishes)
o Inhibit unrealistic expectations
Dekkers et al. (2017) Tailoring the
orthopaedic consultation.
doi:10.1016/j.pec.2017.08.018
Rehabilitation
really takes 6
weeks!

18. What about the patient’s point of
view?
o Context (values, way of living)
o Preferences
o Coping
Groeneveld et al. (2017). Design for tailored patient
experiences. Presented at AHFE Conference, Los
Angeles, CA
Dekkers et al. (in prep) Connecting preferences to
satisfaction.
No small talk?
Can I leave
work so long?
So when can I
go cycling
again?

19. UNDERSTANDING AND ADAPTION
THROUGH DESIGN?

20. ADAPTING THE INTERACTION

21. oAutonomy
 setting own goals
oCoping through humour
 ‘lightness’ in UI
ADAPTING THE INTERACTION

22. oAutonomy
 insight in data
oCoping through humour
 contextualizing
ADAPTING THE INTERACTION

23. Design background
REQUIRES INTEGRATION OF KNOWLEDGE
FROM DESIGN AND PSYCHOLOGY
Psychology background

24. UNDERSTANDING & ADAPTING: TWO LEVELS
Care recipient & provider
Consortium

25. CONSORTIUM:
UNDERSTAND THE DIFFERENCES IN GOALS

26. CONSORTIUM:
UNDERSTAND THE DIFFERENCES IN GOALS
Recommendations for the new
generation of devices!
Directly applicable to care!Scientific publications!
Don’t reinvent the wheel!
(Support our process ..?)

27. ADAPT TO DIFFERENT GOALS: BALANCE
Research process
Scientific papers
Communication
Consortium meetings,
presentations, newsletter, …
Speculative
Directly applicable

28. ADAPT TO DIFFERENT GOALS: CHOOSING A
FOCUS

29. HELPING HETTY: UNDERSTANDING AND
ADAPTATION IS NEEDED ON BOTH LEVELS
Care recipient & provider
Consortium

30. HELPING HETTY: UNDERSTANDING AND ADAPTATIO
IS NEEDED ON BOTH LEVELS
Care recipient & provider
Consortium
o Provider tries to
understand and adapt
o There is more to the
patient
o Facilitation by design
possible

31. HELPING HETTY: UNDERSTANDING AND
ADAPTATION IS NEEDED ON BOTH LEVELS
Care recipient & provider
Consortium
o Provider tries to
understand and adapt
o There is more to the
patient
o Facilitation by design
possible
o Understand different goals
o Find balance
o Sometimes just focus!

34. 25-10-2017
Tessa Dekkers & Bob Groeneveld
Delft University of Technology
t.dekkers@tudelft.nl
b.s.groeneveld@tudelft.nl
A STORY ABOUT UNDERSTANDING AND ADAPTING
TAILORED HEALTHCARE
THROUGH CUSTOMER PROFILING