This document summarizes a meeting of the Define collaboration between several organizations focused on aging. It discusses the designer in residence Ela Neagu and her work with Arthritis Research UK. The group discusses reframing questions around helping elderly people and their families. Ela outlines her design process of interviews and workshops to understand user needs. The group considers criteria for defining good research questions and creates personas. A retirement community partner shares challenges of creating safe spaces for family visits during COVID. The meeting concludes by workshopping reframes of the challenge and insights to guide new design principles.

1. Welcome to Define.
Designer in Residence Define - Alice Osborne from Ageable
Ela Neagu - Arthritis Research UK work as part of her role
@ RCA Helen Hamlyn Centre
Partner -(Josh) Kulbir Bachher Retirement Community
Alison Benzimra - Whiteley Foundation Manager

2. Focus: Residency

3. The Designer
in Residency.
A collaboration between Ageable and Aging 2.0 + Ela Neagu

7. Focus: Define

8. Define is all
about synthesizing.
How can we synthesize what we have learnt so far?
And reach the point of a trigger ‘How might we question…’

9. Ela share her
work on arthritis.
Case Study - Arthritis Research UK (now Versus
Arthritis)

10. Cambridge Simulation Gloves Home interviews and observations Workshops

11. How might we
design a new
product to help
people use the
bathroom areas?
How might we help
partners
communicate their
needs and enable
partners to
understand their
journey?
How might we help
children understand
what their parents /
grandparents are
going through?
How might we help
people to find and
access information,
services and
products?

12. Lack of information finding methods

13. Co-creation workshops - physical interactions and props

14. Co-creation workshops - physical interactions and props
Contextual interviews

15. Storyboarding

16. Card sorting
Contextual interviews

19. How can I focus?

20. Ela’s process
1. General Need Workshop - How does it feel to have
Arthritis? How does it sit within your body?
2. Co-Creation Workshop - To really understand the
Issue - What are the drivers behind those interactions?

21. Further Research
3. Contextual interviews - How do people feel about
these aids? What are they like to use?
4. Co-creative Workshops
5. Storyboards of User Journeys

22. Is it a viable question?
Does the organisation have the capacity/infrastructure?
Is that question something that the sector needs?
Does it add to a landscape as opposed to duplicate?
Does it give a solid starting point for ideas & innovation?

23. Re-framed Question
How might we help people to find and access
information, service and products?

24. Greater understanding
People prefer items that are not aids as they find aids to
be stigmatising and ugly.
People do not like seeing products that are meant for the
later stages of arthritis.

25. Personas
A persona is a narrative that helps us synthesize our
people-based research into a focused set of a range of
customers. This helps us to then carry their stories,
mindsets, complexities, histories, cultures, race and age.

27. Getting to a point
of synthesis:
Capture notes - Identify clusters - Identify themes
Capture key people and insights

29. Define Checklist:
Do you have a community around your cause?
Do you know what your community want?
Do you have a clear insight into all stakeholders?
Have you created personas?
Do you have a final ‘How might we...’ re-frame?

30. Showcase Partner -
Define

31. A Retirement
Community.
(Josh) Kulbir Bacherr

33. Re-frame Workshop.
Challenge
User Journeys
Re-imagining a final re-frame
Insights to Design Principles

34. “How can we create a
covid-safe resident space
to meet with family?”

37. How can this be re-
imagined?
What does connection really mean? What ‘how might
we’s’ came up for us that can help guide a re-frame?

38. How might we design ways for
residents and others to do
activities together in a socially
distanced way?
How might we help
turn the shipping
container into
something
positive?
How might we
design ways for
residents & their
lawyers to come
together safely?
How might we design
ways for residents
& their families
to meet safely and
have a positive
experience?
How might we
rebuild people’s
trust?
How might we
design ways for
residents & their
accountants to
come together
safely?

39. From insights to
design principles
What insights came up for you that can help guide
the new innovative alternative?

40. ‘That looks ugly..’.
‘Seeing this
reminds me
[my experience]
of WW2.’
‘We were told that
something else
was coming.’
‘I will never enter
that box.’
We must ensure
that what we design
comes across in a
really appealing way
and with resident
experience at it’s
core.
We must ensure
that what we
design gives
people a sense of
safety, trust and
familiarity.
We must ensure
that what we do
next is done
collaboratively
with and for our
communities.
We must go
above and
beyond to make it
meaningful for
residents to
engage again.

41. Takeaways &
Next Steps

43. Let’s get back to
your challenge.
Take a few moments to digest what we’ve listened to &
been inspired from.
1 minutes

44. How might we
workshop.
Together let’s shape your how might we’s to opportunities
to ask a better innovation statement.

45. How might we... How might we... How might we... How might we...
5 minutes

46. Insights Insights Insights Insights
Principles
Principles Principles Principles
5 minutes

47. Share where you are?