Presented by Ms Tamsin Greulich-Smith, Chief, Smart Health Leadership, Mr Brian Ng, Associate Lecturer & Consultant, Smart Health Leadership Centre and Mr Lee Lin Hui, Associate Lecturer & Consultant, Smart Health Leadership Centre ,NUS-ISS, at NUS-ISS Learning Day 2019

1. Design for Health Part 1:
Understanding Health and Care
needs though Empathy
#ISSLearningDay
Tamsin Greulich-Smith, Brian Ng & Lee Lin Hui NUS-ISS
2 August 2018

2. #ISSLearningDay
https://www.youtube.com/watch?v=wIOYCoXsc78

3. Workshop Objective
How might we use empathy to identify needs
and pain points to inspire our design and
develop solutions that matter?
#ISSLearningDay

4. Empathy
The ability to put ourselves in the shoes of
the users, to see, to feel, and experience
things as they do.
#ISSLearningDay

5. Field Ethnographic
Research
• Observations
• Showing
• Interviews
• Contextual Enquiry
• Day-in-the-life-of
• Service Safari
• Culture Probes
#ISSLearningDay

6. Dementia in Singapore
• 1 in 10 people aged 60 and above
in Singapore has dementia
• In 2012, a total of 28,000
Singaporeans above the age
of 60 had dementia. This number is
expected to rise to 80,000 by 2030
• On average, a person
with Alzheimer's lives four to eight
years after diagnosis, but can live
as long as 20 years, depending on
other factors.
#ISSLearningDay
*Well-being of the Singapore Elderly (WiSE) study (2015) conducted by the Institute
of Mental Health (IMH)

7. Causes & Symptoms
Common causes
• Alzheimer's Disease
• Vascular dementia (stroke)
Symptoms such as loss or difficulty with:
• Memory
• Communication
• Visual and spatial abilities
• Planning and organizing
• Handling complex tasks
• Coordination and motor functions
Other behavioral symptoms:
• Anxiety, depression, inappropriate
behaviors, hallucinations, agitation
#ISSLearningDay
*https://www.mayoclinic.org/diseases-conditions/dementia/symptoms-causes/syc-20352013

8. #ISSLearningDay
Mdm Lim has been diagnosed with Alzheimer’s Disease a year
ago. She finds it hard to cope with the changes brought about by
the progression of her dementia. The severity of her symptoms
varies. Sometimes she forgets what time it is and sleeps through the
day and is awake at night. She would like to do things on her own
because it gives her a sense of self and purpose in her daily life.

9. #ISSLearningDay
He has a difficult time coping with his mother’s change in
behaviour, sometimes he loses his temper when she refuses to
eat or change. Additionally, this perpetuates his guilt when he
reflects on his actions. He continually wonders how he can better
accept and understand his mother’s condition. He knows that his
mum is struggling to cope so he tries his best to help her.

10. Journey Map Activity
Understand the
day-in-the-life-of experience
of Mdm Lim and Joseph.
1
2
3
4
White down what how you
think they feel and why.
Chart out the experience
of the persona.
#ISSLearningDay
Write down the pain-points
that persona experienced.

11. Persona
A persona is an ‘point of view’,
developed for the purpose of
helping stakeholders understand
the perspective of different
actors in the service.
Design and to test your service
with the persona in mind.
#ISSLearningDay

12. 12
Journey Mapping
Makes the intangible tangible.
Help us understand where in the
process or which are the touch
points that needs to be better
designed.
Where the moments that
matter.
#ISSLearningDay

13. 13
#ISSLearningDay

14. 14
#ISSLearningDay

15. #ISSLearningDay
“Service design is the activity of planning and organizing people,
infrastructure, communication and material components of a
service in order to improve its quality and the interaction between
service provider and customers.”
Service Design Network

16. Service design is…
User-centred,
Multidisciplinary,
Collaborative,
Visual,
Creative,
Holistic,
Iterative,
Biased for action,
Driven by impact.
#ISSLearningDay

17. Thank You!
Tamsin@nus.edu.sg
Brian.ng@nus.edu.sg
#ISSLearningDay