Hospital projects - a participatory approach to interaction design

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Hospital projects - a participatory approach to interaction design

  1. 1. Hospital  Projects  A  participatory  approach  to  Interaction  Design  CHOI  Chi  Kit,  Jackson        //            ICID  Conference  2011          //          11.11.2011  
  2. 2. //  relatively  an  open  brief    //  design  opportunities  for  improving  the   medical  services  of  Pok  Oi  Hospital  
  3. 3. “What are the Medical Services?”
  4. 4. //  scouting  visits  to  the  hospital  
  5. 5. //  to  meet  professional  health  caregivers  
  6. 6. //  to  understand  the  organization  and  daily  operation    
  7. 7. //  to  observe  how  patients  and  health  caregivers  are  interacting  in  the  hospital.      
  8. 8. //  Potential  project  areas  have  been  identified  
  9. 9. Medical experiencefor ethnic minorityJackson  CHOI  Chi  Kit  MDES  Interaction  Design  
  10. 10. “What is in my mind” A  project  for  Ethnic  Minority  
  11. 11. Ethnic minorities are facing differentproblems such as languages, social,cultural and religious issues in hospital.
  12. 12. Ethnic minorities are facing differentproblems such as languages, social,cultural and religious issues in hospital.HK, emergency 急症Filipino, kagipitanPakistani, !"#$%&, UrduIndonesian, darurat Nepalese, Nepali
  13. 13. Ethnic minorities are facing differentproblems such as languages, social,cultural and religious issues in hospital. Taboo, food, customs, ideology (sex, body)Hinduism / NepaleseMuslims / IndonesianIslam / Pakistani
  14. 14. Preliminary  Proposition  •  It  is  a  conflicts  between  different  cultures  •  Minority  VS  Majority  =  Inferior  VS  superior  •  Discrimination  
  15. 15. Preliminary  Proposition  •  It  is  a  conflicts  between  different  cultures  •  Minority  VS  Majority  =  Inferior  VS  superior  •  Discrimination   BIG Problem is far too
  16. 16. “Preconception is a hallucinogen for designers!” You  seem  to  know  what  you  actually  don’t!  
  17. 17. Research  and  analysis  methodologies  
  18. 18. Service  Design    //  relevance  //  usability    //  desirability  and    //  compassion      are  the  keys  to  success;  all  of  these  criteria  are  user-­‐centered  
  19. 19. Service  Design     }//  relevance   customer  //  usability     behavior  //  desirability  and     emotional  //  compassion     values    are  the  keys  to  success;  all  of  those  criteria  are  user-­‐centered  that  lead  to  customer  behaviors  and  emotional  values.    
  20. 20. “not what we want to design for the projects but what is required for a reliable, effective and comforting patient journey.” behavior  +  emotion  
  21. 21.         %    20of  patient  population  
  22. 22. Ingredients  of  research   People   Tasks   Trust   insights  
  23. 23. //  we  should  encourage  the  participation  and  contribution  of  all  stakeholders  in  the  very  early  stage  of  development  
  24. 24. Pa:ent  family   Management   pa:ents  Social  workers   Healthcare  givers  
  25. 25. they are real people, not data
  26. 26. By  understanding  the  real  problems  and   difficulties  faced  by  the  stakeholders…    
  27. 27. By  understanding  the  real  problems  and   difficulties  faced  by  the  stakeholders,      Insights  and  solutions  will  emerge  automatically.  
  28. 28. //  interviews  were  conducted  with  stakeholders  who  had  provided  useful  views  and  suggestions  about  concerns  and  problems  from  different  perspectives.    
  29. 29. “the  one  thing  that  would   make  my  job  easier  ,  is   more  time”  
  30. 30. “Without  interpreter,  they  cannot   explain  themselves  fully,  have   phobia,  and  prefer  not  go  to  the   hospital."      ~  Ms.  Samaira  Rehmat,  SSCEM  
  31. 31. "I  dont  really  understand  those  difficult  medical  terms.     ~  Pakistani  boy      
  32. 32. "Core  informa,on  is  important  for  sickness,  not-­‐so-­‐core  info  may  influence  the  experience."   ~  Rita  Kong,  Manager,  Community  Health  Center    
  33. 33. Healthcare  Givers  Said  //  Don’t  show  up  in  appointed  date  //  Don’t  understand  medical  instructions  //  Forget  to  bring  medical  reports  //  May  use  identity  of  someone  else  just  to  save  money    Patients  Said  //  Why  I  need  to  wait  for  4  hours?  //  I  get  Panadol  for  all  illnesses  //  I  need  to  bring  along  my  kids  to  the  hospital  or  else  no  one  is  taking  care  of  them  //  Doctors  are  exaggerating  my  illness  //  Difficult  to  use  telephone  reservation  system  //  I  am  lost  in  hospital  
  34. 34. Difficulties    //  Ethnic  minorities  are  facing  various  difficulties  such  as  language,  cultural,  and  emotional  issues  in  medical  service  in  POH.      Being  ignored  Sense  of  helplessness  Stressed  and  lost    
  35. 35. We know the people,research   Ingredients  of   what about their task? People   Tasks   Trust   insights  
  36. 36. “What about Current Patient Journey?” A  project  for  Ethnic  Minority  
  37. 37. //  To  collect  direct  evidence  of  patients’  medical  experience,  research  methods  like  field  observation  and  shadowing  have  been  used  for  patients  in  different  departments  and  clinics.  
  38. 38. Field  Research     Health  Check  seminar  
  39. 39. Triage  Station     EM  patients  shadowing  in  patient  journey   12  EM  patients  for  10  hours      
  40. 40. Consultation  Room     EM  patients  shadowing  in  patient  journey   12  EM  patients  for  10  hours  
  41. 41. Patient  Journey    
  42. 42. Patient  Journey     interpreters  
  43. 43. Patient  Journey    
  44. 44. Patient  Journey    
  45. 45. Patient  Journey    
  46. 46. Patient  Journey    
  47. 47. Patient  Journey    
  48. 48. Patient  Journey    
  49. 49. Patient  Journey    
  50. 50. ?“What did I learn from these ?”
  51. 51. Insights    à  Build  confidence  for  EM  patients  and  let  them  express     “Without  interpreter,  they  cannot  explain   themselves  fully,  have  phobia,  and  prefer   not  go  to  the  hospital."       ~  Ms.  Samaira  Rehmat,  SSCEM  
  52. 52. Insights    à  Build  confidence  for  EM  patients  and  let  them  express  à  Let  the  patient  take  control  of  the  journey     “Doctor  and  nurse  tend  to  talk  to   interpreters  instead  of  to  EM  patient”   ~  from  observation  in  shadowing      
  53. 53. Insights    à  Build  confidence  for  EM  patients  and  let  them  express  à  Let  the  patient  take  control  of  the  journey  à  To  create  consistent  contact  point  for  adherence   "  One  patient  meets  many  people  in   various  stages  of  the  journey"      
  54. 54. Insights    à  Build  confidence  for  EM  patients  and  let  them  express  à  Let  the  patient  take  control  of  the  journey  à  To  create  consistent  contact  point  for  adherence  à  Prevent  inaccurate  translation     "I  dont  really  understand  those  difficult   medical  terms.  Sometimes  I  need  to  call   my  daddy  to  do  further  interpretation.”     ~  Pakistani  boy      
  55. 55. Insights    à  Build  confidence  for  EM  patients  and  let  them  express  à  Let  the  patient  take  control  of  the  journey  à  To  create  consistent  contact  point  for  adherence  à  Prevent  inaccurate  translation  à  Make  use  of  the  waiting  time     "  In  hospital  ,  is  always  waiting,  waiting.  I   have  brought  newspaper  to  kill  time."       ~  GURUNG,  Sujan  
  56. 56. Insights    à  Build  confidence  for  EM  patients  and  let  them  express  à  Let  the  patient  take  control  of  the  journey  à  To  create  consistent  contact  point  for  adherence  à  Prevent  inaccurate  translation  à  Make  use  of  the  waiting  time     Emotional Aspects "  In  hospital  ,  is  always  waiting,  waiting.  I   have  brought  newspaper  to  kill  time."       ~  GURUNG,  Sujan  
  57. 57. Insights    à  Build  confidence  for  EM  patients  and  let  them  express  à  Let  the  patient  take  control  of  the  journey  à  To  create  consistent  contact  point  for  adherence  à  Prevent  inaccurate  translation  à  Make  use  of  the  waiting  time     Technical Aspects "  In  hospital  ,  is  always  waiting,  waiting.  I   have  brought  newspaper  to  kill  time."       ~  GURUNG,  Sujan  
  58. 58. Patient  Journey    
  59. 59. Patient  Journey    
  60. 60. //  not  to  focus  on  solving  the  social  and  cultural  conflicts  between  EM  patients  and  hospital    //  but  to  empower  EM  patients  to  take  control  of  their  patient  journey  through  effective  communication  tools.  
  61. 61. Patient  Journey    
  62. 62. Patient  Journey    
  63. 63. //  not  to  highlight  instructions  warning  patients  the  importance  of  medical  treatment  and  exercise    //  but  to  engage  young  patients  to  support  each  other  as  a  community,  and  motivate  the  exercise  through  their  habits.  
  64. 64. New  Interaction  Model  
  65. 65. //  not  to  redesign  the  visual  forms  of  charts  and  files,  and  how  they  are  displayed  in  different  locations    //  but  to  develop  a  mechanism  of  transferring  and  translating  important  patient  information  for  clinics  to  wards,  from  doctor  to  nurse  to  technicians  effectively.  
  66. 66. //  Participatory  design  approach  is  adopted  to  actively  involve  stakeholders  in  the  design  process  ensuring  that  the  design  solutions  meet  their  needs  and  is  usable.  And  they  can  be  more  responsive  and  appropriate  to  the  users  cultural,  emotional,  and  physical  conditions.  
  67. 67. //  Co-­‐creation  and  evaluation  workshops  had  been  conducted  with  stakeholders  who  contributed  a  lot  to  the  relevancy  of  project  direction,  content  as  well  as  the  usability  of  design  solutions.      
  68. 68. Co-­‐design  Workshops  Doctors,  nurse  and  management  people  involved  
  69. 69. Content  and  task  analysis  
  70. 70. Evaluation  Workshops  
  71. 71. Doctor  Device  –  information  architecture    
  72. 72. Doctor  Device  -­‐  paper  prototyping      
  73. 73. Evaluation  Workshops  
  74. 74. //  Project  Schedule  co-­‐design  /  evaluation  workshops  are  continuous  activities  towards  the  final  stage  of  development  
  75. 75. Challenges and Reflections
  76. 76. food   language   taboo   communica:on   cultural   social   ideology   religion  discrimina:on   custom  
  77. 77. solve-­‐all-­‐problems?  >>  solve  specific  problems    
  78. 78. social  related  project?  >>    interaction  design  project  
  79. 79. With  participatory  approach    //  Can  discover  findings  that  secondary  research  cannot.  //  Can  observe  target  behavior  in  context  that  generate  relevant  insights  for  design  development.  //  Can  put  ourselves  in  the  shoes  of  stakeholders  
  80. 80. //  C0-­‐design  /  evaluation  workshops  are  one  of  the  most  important  tools  for  generating  and  evaluating  the  design  solutions  whether  they  can  actually  empower  the  users,  and  will  be  well  received.    
  81. 81. //  the  communication  barrier  became  not  only  the  problem  of  ethnic  minority  group,  but  also  the  problem  of  the  designer  too.      //  the  down  side  is  I  needed  to  rely  on  interpreters  for  translation,  whom  I  claimed  as  an  unreliable/indirect  source  of  information.  //  the  positive  side  of  it  was  that  I  could  put  myself  into  their  shoes  and  share  their  frustration  and  stress.  
  82. 82. More  patients  should  be  involved  in  co-­‐design  workshops,  instead  of  just  healthcare  givers.  
  83. 83. //  forget  about  designing,    //  release  our  perception,      //  understand  people  and  their  real  difficulties.      //  then  the  design  solutions  will  find  their  way  to  you.  
  84. 84. Thank you This  presenta:on  is  consolidated  with  the  project  materials    from  Charles  LAW,  Krupali  RAIYANI  and  Jackson  CHOI  

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