Review of Activity of the Week 1 Guest Speaker: Paolo Korre Follow, Interview, Observe your user Homework for Week 2 Empathize with your user Key Takeaways

1. EMPATHY
Step One
(Your users and their lived experience)

2. Live tweet with us
@Design4AHS
#DesignSchool

3. What challenges
did you face
problem framing?

4. Problems that pulled us in…
#DesignSchool@Design4AHS

5. Problems that pulled us in…
#DesignSchool@Design4AHS

6. Problems that pulled us in…

8. Paolo Korre is the Director of Service
Design for Saint Elizabeth’s Futures Team,
where he is helping to design the future of
aging in Canada. For the past 10 years,
he has been using human-centred design
to disrupt how the health system works,
and find new ways to deliver better
experiences for all users.
Lets talk
about
empathy…
@PaoloKorre #DesignSchool

9. We’ve seen the future of Health Care…
and it has throw-pillows.
Paolo Korre – SE Health – October 23,2019

10. Hi,
I’m Paolo
I’m a designer
Paolo Korre – SE Health – October 23,2019

11. Paolo Korre – SE Health – October 23,2019

12. Paolo Korre – SE Health – October 23,2019

13. Design and Problem Framing Paolo Korre Prof. J. Cooke-Lauder Schulich March 2016
photo by MSVG
Paolo Korre – SE Health – October 23,2019

14. Paolo Korre – SE Health – October 23,2019

15. Paolo Korre – SE Health – October 23,2019
Creativity?

16. Paolo Korre – SE Health – October 23,2019

17. Complex,
Wicked
Problems
Paolo Korre – SE Health – October 23,2019

18. In the Face of Complex Problems, when
you feel the urge to be creative….
Lie down until the feeling passes.
-Larry Keeley, President Doblin
Paolo Korre – SE Health – October 23,2019

19. Mindset
“Design is the process of going from an existing condition to a preferred one”
Milton Glaser
Creativity Methodology
Design
+ +
Paolo Korre – SE Health – October 23,2019

20. Design Where to start?
Paolo Korre – SE Health – October 23,2019

21. Desirable for People
Technologically
Feasible
Viable for Business
AIMING HERE STARTING HERE
BALANCED BREAKTHROUGH MODEL
PETER DRUCKER
Paolo Korre – SE Health – October 23,2019

22. Perspective
Paolo Korre – SE Health – October 23,2019

23. First nations
Chronic Disease
Addictions
Mental Health
Poverty /Homelessness
Perspective
Aging
Paolo Korre – SE Health – October 23,2019

24. Humility Curiosity Empathy
a modest or low view of
one's own importance
[knowledge, abilities];
humbleness
the desire to learn or
know about anything;
inquisitiveness
the ability to understand
and share the feelings of
another.
Paolo Korre – SE Health – October 23,2019

25. Homelessness
+Health
Paolo Korre – SE Health – October 23,2019

26. Homelessness
+Health
Our mandate is to improve the
health and welfare of the client
by providing health services and
community connections that
matter to them.
Paolo Korre – SE Health – October 23,2019

27. Homelessness
+Health
Our mandate is to improve the
health and welfare of the client
by providing health services and
community connections that
matter to them.
https://vetoutreach.org/about-us/
Paolo Korre – SE Health – October 23,2019

28. Where do I get data?
How do I learn?
Paolo Korre – SE Health – October 23,2019

29. Paolo Korre – SE Health – October 23,2019

30. Paolo Korre – SE Health – October 23,2019

31. HomelessnessMarathon.Org
Semi-Structured
Interviews
Paolo Korre – SE Health – October 23,2019

32. Ethnography,
Observational
Research
Paolo Korre – SE Health – October 23,2019

33. Ethnography,
Observational
Research
Paolo Korre – SE Health – October 23,2019

34. Experience for Yourself
https://www.dailymail.co.uk/femail/a
rticle-2584638/My-terrifying-step-old-
age-A-special-aging-suit-gave-
Amanda-Platell-insight-elderly-
parents-endure-day.html
https://www.cnbc.com/2019/09/21/amazon-pillpack-
empathy-training-shows-employees-what-customers-
feel.html
Aging suits Reduced visibility glasses Trying/Tracking
Paolo Korre – SE Health – October 23,2019

35. Data Validity?
N=1 N>1000
Paolo Korre – SE Health – October 23,2019

36. Data Validity
“I could tell you about the multiple times I
threw myself at the mercy of emergency rooms
too busy and too involved to be bothered with
my unglamorous suicidal cries, sending me
right back out the automated doors, with a bill
to be paid…then driving around the next couple
hours, trying to resist the pull of that handy,
quick turn into oncoming, speeding traffic.”
https://www.homelesshub.ca/resource/unmanageable-and-powerless
Important details
Emotive
The unspoken
Validation through iteration
Paolo Korre – SE Health – October 23,2019

37. What to with the Data?
Informing Decisions
Paolo Korre – SE Health – October 23,2019

38. Personas
• Mini-biography of a
person
• Representation of the
person in the room
• Keep that person top
of mind
• Demographics
• Who they are
• Aspects of their lives
• What’s important to
them
• Challenges
• Values
• A quote
• A photo
Paolo Korre – SE Health – October 23,2019

39. Empathy
Map
• Breakdown of a
person’s experience
• Multiple facets to the
experience
Paolo Korre – SE Health – October 23,2019

40. Empathy
Map
https://willhepworth.co/gp-connect
Paolo Korre – SE Health – October 23,2019

41. User Centred?
Paolo Korre – SE Health – October 23,2019

42. Orthopedic Surgeon – Resisting earlier
discharge
• Homecare is a blackbox: I don’t know
what is happening to my patients?
• Will they exercise? Will they comply
with rehab?
• Will they have to come back for
revisions?
Paolo Korre – SE Health – October 23,2019

43. Who (stakeholder Map)
Paolo Korre – SE Health – October 23,2019

44. Being User-Centred in
Everything you do
Paolo Korre – SE Health – October 23,2019

46. Working Visually
https://www.jishuwen.com/d/2ylR https://www.meldstudios.com.au/events/service-design-workshops-may-june-an
Paolo Korre – SE Health – October 23,2019

47. Humility
Stories
Lived Experience
Top of Mind
Experiences
All Users
All People
Paolo Korre – SE Health – October 23,2019

48. Humility
Stories
Lived Experience
Top of Mind
Experiences
All Users
All People
Creativity?
Paolo Korre – SE Health – October 23,2019

49. Thanks
Paolokorre@sehc.com
@paolokorre
Paolo Korre – SE Health – October 23,2019

50. Q + A
#DesignSchool@Design4AHS

51. Breakout!
Share your reframed HMW with the group
What would prevent you from going out
and talking to a real user?
1
2
#DesignSchool
@Design4AHS

52. Follow your user
#DesignSchool@Design4AHS

53. Interview your user
#DesignSchool@Design4AHS

54. Observe your user

55. Activity for the week

56. Empathize with your user

57. • Empathizing with the user will bring insight
and opportunities
• There are many ways to connect with
users but the best ones are in person
• The more you understand your users, the
more you’ll understand the problem
Key takeaways
#DesignSchool@Design4AHS

58. Andrew Siu works for the Health Design
Lab at Emily Carr University of Art +
Design where participatory design
practices are applied to improve health
care experiences. Previously, he worked
with the BC Patient Safety & Quality
Council.
#DesignSchool@Design4AHS
Let’s map
it out
Next week

59. Get in touch
Let's chat: Design.Lab@ahs.ca
@Design4AHS
@Design4AHS
D4AHS.com