A service concept prototype for mobile health monitoring.

1. B E T H | M O B I L E H E A L T H S Y S T E M
JESSICA FERTIG + MELISSA ALTENHOFEN + ADRIANA GUZMAN
ADS 714 - Designing Business Services and Consumer Experiences
Department of Design - University of Kansas

2. “SERVICE DESIGN is the application of established design process
and skills to the development of services. It is a creative and practical
way to improveexisting services and innovate new ones”
LIVE/WORK, 2010.
“SERVICE DESIGN helps to innovate (create new) or improve (existing)
services to make them more useful, usable, desirable for clients and
efficient as well as effective for organizations. It is a new holistic,
multi-disciplinary, integrative field.”
STEFAN MORITZ, 2005

3. About 1 , 20 0 , 0 0 0 A m er i c a n s h a v e h e a r t a t t a c k s ev e r y y e a r
1,400,000 people cause accidental death or injury
1 . 6 m i l l i o n a cc i d e n t s p e r y ea r l e a d t o d ea ths or serious injuries
4 0 , 0 0 0 p e o p l e a r e k i l l e d in the U.S every year
B E T H | M O B I L E H E A L T H S Y S T E M

4. 90% of
The average North American
the time 5% in cars 5% outdoors
now spends approximately
indoors,
3hours
per day
B E T H | M O B I L E H E A L T H S Y S T E M

5. OUR GOAL:
Design a system to improve quality of people’s lives
by bringing mobile health and wellness solutions inside the car
B E T H | M O B I L E H E A L T H S Y S T E M

6. IN OUR JOURNEY TO DISCOVERY
Identify the environment, customers, and stakeholders
Step ONE Determine top three incapacitating health emergencies
Asthma and allergies reactions
Heart attack
Epilepsy
Research characteristic symptoms and the
Step TWO
requirements of each one of them
Step THREE Build a Needs Cluster Matrix
B E T H | M O B I L E H E A L T H S Y S T E M

7. NEEDS CLUSTERS
“ T h i s s t r a t eg y l o o k s t o c r e a t e a n i n t er s e c t i o n b et w e en c u s t o m e r r eq u i r e m e n t s (w h a t
t h ey w a n t / n e e d ) a n d c us t o m e r b eh a v i o r a l m o d e s ( h o w t h ey g o a b o ut g et t i n g w h a t
t h ey w a n t / n ee d ) . . . N e e d s c l u s t e r s i d e n t i f y a g a p i n t h e ma r ke t , a n o p p o r t u n i t y t o
s e r v e c u s t o m er s i n a d i s t i n c t i v e, n ew w a y. ”
USER REQUIREMENTS
STOP MONITOR IMMEDIATE
OXYGEN VEHICLE VITAL SIGNS MEDICATION COMMUNICATION
ATTENTION
ABNORMAL VITAL SIGNS
SYMPTOMS
SPEECH INABILITY
IMMOBILITY
VISUAL DISTURBANCE
ABNORMAL FACIAL REACTIONS
BODY DISCOMFORT
SHALLOW BREATHING 4 1 2 3
1 2 3 4
B E T H | M O B I L E H E A L T H S Y S T E M

8. NEEDS CLUSTERS: DEFINITION
1 . D E T E C T: T h e h e a l t h m o n i t o r i n g s y s t e m w i l l ke e p t r a c k o f
the driver wellness and if there is any vital sign change, be-
havioral or physical alterations the system will detect and
alert the driver that there might be something wrong.
2 . C O M M U N I C AT I O N B R I D G E S : B e t h ’s a b i l i t y t o c o m m u n i c a t e
w i t h t h e p a s s e n g e r a n d E M S i n c a s e o f a n e m e r g e n c y.
3 . I M M E D I AT E AT T E N T I O N : B e t h w i l l i m m e d i a t e l y t a ke o v e r
the driver steering wheel. It will stop the vehicle from moving
and it will assist the driver/patience to walk him through the
p r o c e s s o r r e c o v e r y.
4. SELF-DRIVING: In case of non immediate EMS response or
d r i v e r ’s i n a b i l i t y t o d r i v e h i m s e l f t o a n E R , B E T H w i l l a u t o-
m a t i c a l l y t a ke t h e c o n t r o l o f t h e v e h i c l e a n d d r i v e i t t o t h e
nearest hospital or center of attention.
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9. 53 yr old Roy is a successful public relations executive. He spends 11 hours
a day at work and comes home home to three teenagers and his wife of 27
yrs. Roy has been a smoker for 20+ years and lives a sedentary lifestyle.
Roy has recently started experiencing a frequent sharp pain in his chest
and arm. They have been suttle attacks, so he does not think seeking help
from a doctor is necessary.
ROY
Jen is a 28 year old, High School English Teacher and the proud mother of
two boys, Austin and Tucker. She has Sever Asthma. She was diagnosed
at the age of 3 when her parents found her in her bed not breathing. The
doctors were able to confirm after extensive testing that Jen’s Asthma is
brought on by pollen. USER
Jen takes precaution daily by not allowing her children to have pets, get- TYPES
ting allergy shots, and by carrying her inhaler in her purse. However even
though she takes precautions, during high pollen season’s she does have
JEN occasional Asthma Attacks.
Annie is a 35 yr old elementary school teacher. She was diagnosed with
epilepsy when she was 8 yrs old. TAnnie’s seizures have been inscreasinly
getting worse.
Annie has noticed that her body sends warning signals or “auras” just
before having a seizure. In her case, everything starts with a flashlight on
one of her eyes that increases until making her completely blind after
20-25 seconds. Her aura is short in comparison to other cases, but atleast
she has some warning. Although It has been 3 years since her last seizure,
Annie is still always cautious about listening to her body.
ANNIE
B E T H | M O B I L E H E A L T H S Y S T E M

10. PAT I E N T J O U R N E Y M A P
Stressed Happy Engaged
Dizzy
Anxious Unconscious Thankful
Stressed
Worried Sceptic
Information Turn on Information
Phases Setting up Drive (crisis) Pull over Call 911 to the
of the to the the car
Journey Journal (APP) Journal (APP)
ANTICIPATE ENGAGE REFLECT
B E T H | M O B I L E H E A L T H S Y S T E M

11. E X P E R I E N C E P R OTOT Y P I N G + R O L E P L AY I N G
B E T H | M O B I L E H E A L T H S Y S T E M

12. DESIGN RESEARCH FRAMEWORK
What What What What
we saw we learned it means we can do
Users are conscius about There is an important relation Automobile should take Connect the touchpoints
their medical conditions between cellphones and cars advantage of the system is by developing a sensor
already being used to synchro system network using
Often text and talk Mobile applications on health nize music and making calls the devices the user interact
on the cellphone are well received by most of and use them to monitor and in his/her everyday life
users when they know about warn. besides the car.
They spend a lot of time them
just driving Cars should have a built-in Empower the user with
Automobile are developing system to sense vital signs. a programmable application
Family is concerned new technologies but not that fits her/his profile.
about them using a systemic approach. Service Design approach
could benefit to establish Rebrand the driving
Some of them monitor Medical records are important a system of touchpoints experience
their health at home or for the patients but missed to help the users to improve
using an app. by these technologies. their quality of life.
Family learn warning The constant communication It’s vital for the users feel they
symptoms with the family is important have more control in crisis
for the users. behind the wheel.
Users that had a bad
experience while driving could
have panic attacks in the
future if they drive again
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13. She gets into the car and start her journey to her mom’s place. She is not very focused and is still thinking
about the conversation with Nick, her husband. Suddenly a light starts flashing on the screen of the car but,
she can’t see it. You can hear her breathing and she can’t help start coughing.
B E T H | M O B I L E H E A L T H S Y S T E M

14. SCENARIO & STORYBOARD
Jen is a 28 year old, High School
English Teacher and the proud
mother of two boys, Austin and
Tucker. She has Sever Asthma. She
was diagnosed at the age of 3
when her parents found her in her
bed not breathing. The doctors
were able to confirm after exten- She is talking to her husband by the phone
but she gets stressed after the conversa-
sive testing that Jen’s Asthma is tion. After hanging up she sees an alarm in
brought on by pollen. her phone about her level of stress and
respiration rate, but she dismiss it.
Jen takes precaution daily by not
allowing her children to have pets,
getting allergy shots, and by carry-
ing her inhaler in her purse. How-
ever even though she takes pre-
cautions, during high pollen Jen has had a long day at work and is ready to go home. Before
season’s she does have occasional that she needs to pick up Austin. He spends the afternoons with
his grandma who lives 10 miles away.
Asthma Attacks.
B E T H | M O B I L E H E A L T H S Y S T E M

15. Beth, the automobile health system in her car starts a passive conversation. Beth shows in the screen the vital signs of Jen and
recommend her to pull over. Even Jen is feeling bad she doesn’t agree, she thinks: Beth I am very close to my mom’s. I am ok.
She coughs more and more and her vision gets blurry and now is not only difficult to breathe but to see the road. Beth sense her
levels of anxiety increasing and takes control of the car. Jen is almost unconscious. Beth pulls over and call Jen’s mom.
B E T H | M O B I L E H E A L T H S Y S T E M

16. Jen now is waiting for the attack to go away. After a couple of
minutes she is feeling better but not sure to start driving again,
so that’s why ask Beth to take her home.
B E T H | M O B I L E H E A L T H S Y S T E M

17. What is BETH?
BETH is a health and wellness monitoring system to help driver
keep track of their well-being.
What BETH can do?
BETH stores past and present medical records of the drivers
and it’s most common passengers to keep track of their
“normal” state of wellness. With this stored information, BETH
is able to monitor any physical and behavioral patterns to de-
termine if there is the presence of a symptom that could cause
an attack or seizure while driving. In case of an emergency
BETH calls 911 and assists the driver and try to walk him
t h r o u g h t h e r e c o v e r y p r o c e s s w h i l e w a i t i n g f o r E M S . H o w e v e r,
i f t h e p a s s e n g e r i s u n a b l e t o r e c o v e r, B E T H d r i v e s t h e v e h i c l e
t o t h e n e a r e s t h o s p i t a l o r h e a l t h c e n t e r.
B E T H | M O B I L E H E A L T H S Y S T E M