Patrick Quattlebaum, profile picture
Uploaded byPatrick Quattlebaum
PDF, PPTX6,526 views

Softer side of design

The document discusses the importance of both hard and soft skills in design, emphasizing that there is a shortage of designers who possess both. It highlights the need for empathy, storytelling, and effective communication in service design to collaboratively solve complex problems. The document also describes a patient experience journey, underlining the critical moments and considerations that impact their care and overall experience.

Embed presentation

Download as PDF, PPTX
Patrick Quattlebaum @ptquattlebaum Iran Narges @inarges @adaptivepath #xmapping PATRICK QUATTLEBAUM DUBLIN, IRE 12 MAY 2014 ! the softer side of design
DATEADAPTIVE PATH PROJECT TITLE GOOD EVENING
MANAGING DIRECTOR AT ADAPTIVE PATH STRATEGY, SERVICE DESIGN, & MANAGEMENT CONSULTING THIS GUY’S MAKING ME A LITTLE UNCOMFORTABLE ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
HARD SKILLS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS http://a.fastcompany.net/multisite_files/codesign/poster/2013/01/1671611-poster-8-inights-interaction-design.jpeg HARD SKILLS ARE IN DEMAND ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
DATEADAPTIVE PATH PROJECT TITLE YOU’RE IN DEMAND ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS EVERYONE WANTS A UNICORN ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://swarmnyc.com/whiteboard/wp-content/uploads/2013/12/Screen-Shot-2013-12-15-at-1.10.10-PM.png
CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://www.frictionlessdesign.com/wp-content/uploads/2013/08/Unicorn.png
http://blog.washingtonpost.com/story-lab/assemblyline.jpgADAPTIVE PATH THE SOFTER SIDE OF DESIGN THE UX/UI ASSEMBLY LINE
DATEADAPTIVE PATH PROJECT TITLE Yes, there’s a hard skills shortage in the market. ! Yet, there’s a larger shortage of designers who have both hard skills and soft skills.
http://2.bp.blogspot.com/_1mzJDzPLfb4/TJlOXLOGzZI/AAAAAAAACBI/fGToZ-zlwtM/s1600/ark2.jpgADAPTIVE PATH THE SOFTER SIDE OF DESIGN
ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
THESE ARE BOTH DESIGNERS SOFT SKILLS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN Design can be an activity that an organization embraces, that everyone can be involved in.
DATEADAPTIVE PATH PROJECT TITLE The world needs more designers with the soft skills to move groups of diverse people to collaboratively solve complex problems.
16 ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
17 ADAPTIVE PATH THE SOFTER SIDE OF DESIGN COMPLEXITY OF PROBLEM IMPORTANCE OF SOFT SKILLS
ADAPTIVE PATH THE SOFTER SIDE OF DESIGN COMPLEXITY OF PROBLEM IMPORTANCE OF SOFT SKILLS
DATEADAPTIVE PATH PROJECT TITLE Empathy Storytelling Orchestration ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
DATEADAPTIVE PATH PROJECT TITLE EMPATHY
CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
http://skepticism-images.s3-website-us-east-1.amazonaws.com/images/jreviews/Jean-Paul-Sartre-1947.jpg Hell is other people. John-Paul Sartre ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://img638.imageshack.us/img638/1192/airplane02.png
Mantra: Empathy for infrequent fliers. Empathy for infrequent fliers. Empathy for infrequent fliers. Me, every time I travel
DATEADAPTIVE PATH PROJECT TITLE We talk a lot about other people’s empathy. ! But what about your own? ! What about my own?
No man is an island, Entire of itself, Every man is a piece of the continent, A part of the main. John Donne
No designer is an island. Entire of itself, Every man is a piece of the continent, A part of the main.
Whether you like it or not, you have to work with other people. You can either work at them or work with them. It’s your choice. Sarah B. Nelson
CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://www.artefactgroup.com/wp-content/uploads/2013/02/empathy_design.gif
CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN CUSTOMER STAFF BUSINESS EMPATHY TRIANGLE
CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://uratex.com.ph/blog/wp-content/uploads/2011/11/Yawning-Together.jpg
CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://www.nature.com/neuro/journal/v8/n7/images/nn0705-845-F1.gif
DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN TIP #1: PRACTICE EMPATHIC LISTENING ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
Empathic listening gets inside another person’s frame of reference. You look out through it, see the world as they see the world, understand their paradigm, and understand how they feel. Stephen Covey http://www.nonprofitcommunity.com/wp-content/uploads/2012/07/covey.png
DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN TIP #2: BE AN EMPATHIC ADVENTURER ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN Get out of your daily haunts, out of your comfort zone, and into the lives of others that broaden and deepen your understanding of people and the way they look at the world.
DATEADAPTIVE PATH PROJECT TITLE TIP #3: READ MORE FICTION ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
Transportation theory: when people read fiction, and they are emotionally transported into the story, they become more empathic. Bal and Veltkamp
DATEADAPTIVE PATH PROJECT TITLE STORYTELLING
CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://3.bp.blogspot.com/-dtdHFVzXrG8/T-dejxDfj4I/AAAAAAAAA8w/3xiTH9V8D-s/s1600/OrcStorytellers.jpg
DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN STORYTELLING The universe is made of stories, not atoms. Muriel Rukeyser
DATEADAPTIVE PATH PROJECT TITLE WHY STORIES? Helps you think through the experience Makes an experience tangible Allows you to easily communicate a vision to others Creates a common understanding ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
DATEADAPTIVE PATH PROJECT TITLE The best story wins.
DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN TIP #6: COLLECT AND TELLS STORIES ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://3.bp.blogspot.com/-dtdHFVzXrG8/T-dejxDfj4I/AAAAAAAAA8w/3xiTH9V8D-s/s1600/OrcStorytellers.jpg
CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://brandondoman.com/assets/projects/stranger-than-fiction/gallery-01-big.jpg
CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://strangersproject.com/post/83445266374/hello-as-a-little-girl-i-was-a-bully-i-would
DATEADAPTIVE PATH PROJECT TITLE The best stories are: ! Authentically true Connect at an emotional level Have a clear beginning, middle, and end Detailed but minimal Delivered with passion
John Hodgman, John-H-preferred-photo.jpg Specificity is the soul of narrative. John Hodgman
DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN TIP #5: COMMUNICATE VISUALLY ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://3.bp.blogspot.com/-dtdHFVzXrG8/T-dejxDfj4I/AAAAAAAAA8w/3xiTH9V8D-s/s1600/OrcStorytellers.jpg
DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN STORYTELLING Human minds yield helplessly to the suction of story. Jonathan Gottschall
DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGNADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://3.bp.blogspot.com/-dtdHFVzXrG8/T-dejxDfj4I/AAAAAAAAA8w/3xiTH9V8D-s/s1600/OrcStorytellers.jpg
DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN A VISUAL JOURNEY ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://3.bp.blogspot.com/-dtdHFVzXrG8/T-dejxDfj4I/AAAAAAAAA8w/3xiTH9V8D-s/s1600/OrcStorytellers.jpg
DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN A VISUAL JOURNEY ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://3.bp.blogspot.com/-dtdHFVzXrG8/T-dejxDfj4I/AAAAAAAAA8w/3xiTH9V8D-s/s1600/OrcStorytellers.jpg
DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN A VISUAL JOURNEY PATIENT ACTIVITIES INFORMATION NEEDS Critical Moment Patient sees Care Provider activities i think i need helpstages discover what is wrong with me make me better maintain my new normal 1 2 3 4 5 7 8 9 10 11 12 13 14 Critical Moment Patient needs JMH Critical Moment Severity of condition can determine the tone of the journey Redirect Get patient on correct path: ER/UC/PCP May have been directed from routine PCP visit Critical Moment Patient gets diagnosis Critical Moment Patient gets or starts treatment Critical Moment Get patient on the road to normal Critical Moment Patient sees Care Provider Redirect Referred to Specialist, patient is looking to connect with right Care Provider for them 6 + ANXIETY + RELIEF STORY ARC The relative change in anxiety and relief and the range in patient stories EXPERIENCE DRIVERS UNDERSTANDING: Building knowledge and clarity REPETITION: Multiplying the unknown UNKNOWN: Creating uncertainty and obscurity STABILITY: Progressing and sense of security COMFORT: Growing ease and alleviation DOUBT: Growing skepticism and mistrust HIGH IMPACT key moment something feels wrong Unsure what is wrong. Scare of the unknown. my needs Validate that I need help key moment decide to get help Confident I will get help and hopeful that I can get answers. my needs Be ready for me key moment monitor treatment Confident in my care. Clear expectations of what is progress. Access to my Doctor just in case. my needs Access to help when needed. Reassurance that there is progress. key moment check-ups Consistent access to my Doctor. Confident in my care and prepared if anything comes up. my needs Show me progress key moment see a specialist Confident in my care and trust in Doctor. Empathy for my situation. my needs Be my rock and hub of information key moment choose treatment option Clear expectations of how my life will change with helpful resources. Empathy for my situation. my needs Understand how this will impact me long-term key moment talk to doctors to see what is going on No empathy or comfort. Feel rushed and unimportant to my Doctor. my needs Listen to me so I can trust you key moment change treatment No set expectations of progress. No confi- dence in my care or doctor. my needs Provide me options key moment get tests and review results No clear answer, so no confidence in my care. No expectations of when we’ll know. my needs Need expert of my disease to help me Finding the right Care Provider who can act as a partner and set clear expectations early in your journey is a key driver of overall experience. Having access to this care is paramount. Chronic Care Patient Experience Map check-ups • Continue routine checks up and tests • Repeat new treatments/monitoring if needed something feels wrong • Having pain or onset of symptoms • Notice a sudden change in at-home monitoring i think i need help • Call Primary Doctor or a General Line • Ask family/friends with similar symptoms • Self diagnose • Google triage 1 2 1 2 3 4 3 4 5 7 7 10 11 12 11 12 1413 1413 8 8 9 10 9 6 5 6 decide to get help • Go to the ER or Urgent Care Center • Schedule a visit with Primary Doctor talk to doctors to see what is going on • Explain my symptoms • Answer questions • Visit PCP or Specialist get tests and review results • Nurse or techs administers tests • Wait • Get referral for Specialists see specialists • Doctor may give initial diagnosis • Get more referrals • Get additional tests • See multiple Specialists get diagnosis • Ask additional questions • Hear results of the tests and what they mean • Learn about diagnosis and what that means • Do my own research to validate diagnosis or learn more choose treatment option • Hear treatment option(s) • Do my own research to validate treatment decision get treatment • Get initial treatment administered by Doctor or Nurse • Receive follow-up instructions to monitor get prescriptions • Start an ongoing treatment, like medication or at home care • Receive instructions on how to continue ongoing treatment at home maintain overall health • Fix other things that are impacted by my chronic treatment • Exercise and diet • Get emotional and social support monitor treatment • Monitor and log progress at home or through visits • Monitor side effects and effectiveness change treatment • By phone or doctor's visits • Change or add doctors if needed • Repeat something feels wrong • Symptom checker • Google triage • Primary care phone number for triage i think i need help • Where do I go for what • Triage Phone Number • Insurance benefits - cost/benefit of where to go decide to get help • Facility address • Time of appointment • Phone numbers talk to doctors to see what is going on • Prepared questions • What I should tell my doctor get tests and review results • Tests and what they are for • Results • Referral for Specialist see specialists • Coordinated appointment with Specialist • Managed list of who I've seen for what get diagnosis • Why this is happening to me • What the diagnosis is • Expectations of how things will change choose treatment option • Why this treatment • Side effects • What treatment will entail get treatment • Who to call for what • Discharge papers and after-care instructions • Prescription • Doctor's note get prescriptions • Side effects • Prescription information • After-care information maintain overall health • Other ways my life will be impacted • Resources to manage social and emotional changes check-ups • Update on my progress • Lab work monitor treatment • What to look out for • Instructions • Doctor’s phone number for emergency change treatment • Doctor’s phone number for emergency • When to call GET TREATMENT "I appreciated that he didn’t sugar coat it, but was still hopeful." GET DIAGNOSIS "You never forget this moment, no matter how gently your Doctor breaks the news." MONITOR TREATMENT "Things seem to return to normal and then there is this curve ball." CHECK-UPS "I still don’t feel like I’ve got the answers I need to deal with this." ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://3.bp.blogspot.com/-dtdHFVzXrG8/T-dejxDfj4I/AAAAAAAAA8w/3xiTH9V8D-s/s1600/OrcStorytellers.jpg
DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN
DATEADAPTIVE PATH PROJECT TITLE EXPERIENCE MAP 56ADAPTIVE PATH ON SERVICE DESIGN ACTIONS Keeping silent Using drugs and alcohol Denying problems FEELING Confused, Scared, Alone NEEDS Help and advice Feel normal Protection 1 2 4 I’m not crazy. I feel bad, but I don’t know why. If I keep doing this, people will think I'm crazy. I didn’t get the right help, so I’m out. Better someone else than me. Ignorance is bliss. Things seemed, fucked up, but that’s normal. I don’t want to hear it. I'm not talking about my problems. I’m not crazy, but I need help. There are people I can talk to. I feel like I'm not alone. Talking to others like me really helps. Empowerment Positive Influence Negative Influence Fear COMMUNITY SOCIETY F AMILY & FRIEND S ME Creating Positive Change for Youth in the Western Addition 5 I'm not talking about my problems. I can help others. I feel supported and empowered. I feel good about me. 3 Denial PHASE 1 “Nothing is wrong with me.” ROAD BLOCKS DENIAL SOCIAL STIGMA ROAD BLOCKS FINANCE ACCESS SOCIAL STIGMA ACTIONS Skipping school Self medicating Hurting others FEELING Depressed, Angry, Numb NEEDS Help Education Support Sensing PHASE 2 “Why am I like this?” ROAD BLOCKS DENIAL TRUST WRONG HELP TOO HARD ACTIONS Relapsing Changing behavior Helping others FEELING Supported, Validated, Hopeful NEEDS Culturally competent care Family support Encouragement Engagement PHASE 5 “I can change.” ROAD BLOCKS WRONG HELP TOO HARD TO CHANGE SOCIAL PRESSURE INCONSISTENT HELP ROAD BLOCKS WRONG HELP SOCIAL STIGMA ACTIONS Self diagnosing Seeking help Talk to someone NEEDS Privacy Trust Safety Awareness PHASE 3 “There are things I need to deal with.” ACTIONS Asking for or being directed to help Talking to parents for treatment consent Starting / Quitting therapy FEELING Hopeful, Crazy, Fear NEEDS Advice Validation FEELING Relief, Skeptical, Not alone Connection PHASE 4 “I’m not alone.” Youth need trusting relationships and access to mental health services that meet them half- way to ensure they don’t fall off the grid. From Fear to Empowerment
DATEADAPTIVE PATH PROJECT TITLE ORCHESTRATION
DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGNADAPTIVE PATH THE SOFTER SIDE OF DESIGNADAPTIVE PATH THE SOFTER SIDE OF DESIGN
DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN Companies have long emphasized touchpoints... but this focus distracts from the more important picture: the customer’s end-to-end experience.
CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://mysuccesscircleonline.com/wp-content/uploads/2011/06/orchestra-conductor.jpg
CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://mysuccesscircleonline.com/wp-content/uploads/2011/06/orchestra-conductor.jpg
DATEADAPTIVE PATH PROJECT TITLE To design and deliver products and services for complex problem spaces, you’ll need to: ! Build new bridges Creatively incite collaboration Orchestrate across disciplines, touchpoints, channels, and on and on an on….
CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://1.bp.blogspot.com/-QcfQ-yo5gQA/TlRaJzAjfyI/AAAAAAAAAQY/4p9cDrP-kkI/s1600/tightrope.jpg
CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://samplewords.files.wordpress.com/2011/10/motivation.jpg
CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://mysuccesscircleonline.com/wp-content/uploads/2011/06/orchestra-conductor.jpg
CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://mysuccesscircleonline.com/wp-content/uploads/2011/06/orchestra-conductor.jpg
CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://oliveyuba.blogspot.com/2011/04/its-not-about-olives.html
DATEADAPTIVE PATH PROJECT TITLE Here’s a few tips to build orchestration skills
DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN TIP #6: TAKE IMPROV ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN TIP #7: INCITE COLLABORATION
CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN TIP #8: DO A ROUGH CUT http://www.cinemaisdope.com/news/films/troublewithharry/twh-1.jpg ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN ROUGHCUTTING http://vimeo.com/9339739 ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN ROUGHCUTTING ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
DATEADAPTIVE PATH PROJECT TITLE Empathy Storytelling Orchestration Practice empathic listening Be an empathic adventurer Read more fiction Collect and tell stories Communicate visually Take improv Incite collaboration Do a rough cut ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
SWATCHES Color Palette RGB 248/204/43 HEX F8CC2B RGB 249/157/28 HEX F99D1C RGB 108/190/77 HEX 6CBE4D RGB 67/184/215 HEX 43B8D7 RGB 29/120/153 HEX 1D7899 RGB 78/85/92 HEX 4E555C RGB 45/49/53 HEX 2D3B35 RGB 230/231/232 HEX E6E7E8 Thank YouThank You Patrick Quattlebaum Managing Director Evi K. Hui Experience Designer Noel Johnson Senior Program Manager Stephanie Wilson-Wagner Client Partner www.adaptivepath.com

More Related Content

PPT
Staging the story: a people-oriented view of enterprise-architecture
byTetradian Consulting
 
PPT
The dung-beetle's tale: systems-thinking, complexity and the real-world
byTetradian Consulting
 
PDF
5 Things I Wish I Knew – A Service Design Journey
byJamin Hegeman
 
PDF
This Is Service Design – UX Week 2011
byJamin Hegeman
 
PDF
Intro to Design Thinking
byMike Krieger
 
PDF
Putting the "User" back in User Experience (Dallas Techfest Edition)
byJeremy Johnson
 
PDF
Take Your Team from Troubled to Triumphant
bySarah B. Nelson
 
PDF
How Constraints Cultivate Growth
byFuture Insights
 
Staging the story: a people-oriented view of enterprise-architecture
byTetradian Consulting
 
The dung-beetle's tale: systems-thinking, complexity and the real-world
byTetradian Consulting
 
5 Things I Wish I Knew – A Service Design Journey
byJamin Hegeman
 
This Is Service Design – UX Week 2011
byJamin Hegeman
 
Intro to Design Thinking
byMike Krieger
 
Putting the "User" back in User Experience (Dallas Techfest Edition)
byJeremy Johnson
 
Take Your Team from Troubled to Triumphant
bySarah B. Nelson
 
How Constraints Cultivate Growth
byFuture Insights
 

Viewers also liked

PDF
Service Design Making Workshop - Giant Conference 2014
byPatrick Quattlebaum
 
PDF
THINK 2014: reTHINKing Business Models
byIvan Askwith
 
PDF
How to Coach Enterprise Experimentation
byAlissa Briggs
 
PDF
The city as an open ecosystem
byRicardo Brito
 
PDF
Changing the world (without losing your sh*t)
byWill Sansbury
 
PDF
Dev-Centered UX (UX Week 2014)
byAnders Ramsay
 
PDF
4 Common Mistakes To Avoid On Your First Call With The Client
byNuSchool
 
PDF
Re-imagining Prenatal Care as a Wellness Experience Through Service Design - ...
byService Design Network
 
PDF
Top 10 UX Guidelines
byJasson Schrock
 
PDF
Next Library Service Safaris
byPatrick Quattlebaum
 
PDF
Funsize Sprint School: Product Design Sprints Workshop
byAnthony Armendariz
 
PDF
The Science Behind Modular Design Thinking (James Cabrera)
byFuture Insights
 
PDF
Continuous Learning and Delivery @ DPM Summit 2013
byJoshua Seiden
 
KEY
Replacing Requirements with Hypotheses
byJoshua Seiden
 
PDF
Ticino New Experience - Elena Zordan @Creativity Day Rome
bySketchin
 
PDF
Beyond Brainstorming: Idea-Finding for Innovation
byJoshua Seiden
 
PDF
Impact / Story Mapping
byJason Yip
 
PDF
Give a hoot! Mapping (and caring for) the semantic environment
byJorge Arango
 
DOCX
실험 계획 템플릿
byBilly Choi
 
PDF
D&ad
byMade by Many
 
Service Design Making Workshop - Giant Conference 2014
byPatrick Quattlebaum
 
THINK 2014: reTHINKing Business Models
byIvan Askwith
 
How to Coach Enterprise Experimentation
byAlissa Briggs
 
The city as an open ecosystem
byRicardo Brito
 
Changing the world (without losing your sh*t)
byWill Sansbury
 
Dev-Centered UX (UX Week 2014)
byAnders Ramsay
 
4 Common Mistakes To Avoid On Your First Call With The Client
byNuSchool
 
Re-imagining Prenatal Care as a Wellness Experience Through Service Design - ...
byService Design Network
 
Top 10 UX Guidelines
byJasson Schrock
 
Next Library Service Safaris
byPatrick Quattlebaum
 
Funsize Sprint School: Product Design Sprints Workshop
byAnthony Armendariz
 
The Science Behind Modular Design Thinking (James Cabrera)
byFuture Insights
 
Continuous Learning and Delivery @ DPM Summit 2013
byJoshua Seiden
 
Replacing Requirements with Hypotheses
byJoshua Seiden
 
Ticino New Experience - Elena Zordan @Creativity Day Rome
bySketchin
 
Beyond Brainstorming: Idea-Finding for Innovation
byJoshua Seiden
 
Impact / Story Mapping
byJason Yip
 
Give a hoot! Mapping (and caring for) the semantic environment
byJorge Arango
 
실험 계획 템플릿
byBilly Choi
 
D&ad
byMade by Many
 

Similar to Softer side of design

PDF
Design Thinking to Co-Design Solutions: Presented at ACMP 2018
byEnterprise Knowledge
 
PDF
Antifragile Design
byGreat Wide Open
 
PDF
Design Thinking - Module 2 - Empathy & Problem Framing - Dr. Rohan Dasgupta
byRohan Dasgupta
 
PPTX
NEASIS&T 2017: Service Co-Design
byJennifer Briselli
 
PDF
Bringing the User Into the Process with Design Thinking
byJacqueline L. Frank
 
PDF
Design Thinking & HR - Caterina Sanders (SocialHRCamp Vancouver 2016)
bySocialHRCamp
 
PPTX
LTUX JHB - An Empathetic Servant Leader
byltux-jhb
 
PDF
Service Design Tools Presentation cordula
byNoel Hatch
 
PDF
Embrace Project Report: Hospital Project for Ethnic Minority
byJackson Choi
 
PPTX
Patient-Centric Methodology:Tools and Techniques to Advocate for Patient Need...
byMad*Pow
 
PPTX
DESIGN AND ANALYSIS OF ALGORITHMS ASSIGNMENT
byvanshcursor
 
PDF
Discovering Unmet Needs and New Solutions with Participatory Design
byJennifer Briselli
 
PPTX
HXD 2019: Discovering Unmet Needs and New Solutions with Participatory Design
byJennifer Briselli
 
PPTX
Design Led Thinking WOrkshop
byClaire Nelson
 
PDF
Design as a Change Agent in Care - 2021 presentation
byQUT
 
PPTX
(Socially Distanced) Participatory Design - Discovering Unmet Needs & New Sol...
byJennifer Briselli
 
PDF
Discovering Unmet Needs and New Solutions with Participatory Design
byJennifer Briselli
 
PDF
Empathetic Design: Creating Safe Spaces
byCarrie Moran
 
PDF
Know Thy User: The Missing Element in SharePoint Solutions (User Centered Des...
byMarcy Kellar
 
PDF
Design with the User In Mind: Best Practices for a Usable and Adopted SharePo...
byMarcy Kellar
 
Design Thinking to Co-Design Solutions: Presented at ACMP 2018
byEnterprise Knowledge
 
Antifragile Design
byGreat Wide Open
 
Design Thinking - Module 2 - Empathy & Problem Framing - Dr. Rohan Dasgupta
byRohan Dasgupta
 
NEASIS&T 2017: Service Co-Design
byJennifer Briselli
 
Bringing the User Into the Process with Design Thinking
byJacqueline L. Frank
 
Design Thinking & HR - Caterina Sanders (SocialHRCamp Vancouver 2016)
bySocialHRCamp
 
LTUX JHB - An Empathetic Servant Leader
byltux-jhb
 
Service Design Tools Presentation cordula
byNoel Hatch
 
Embrace Project Report: Hospital Project for Ethnic Minority
byJackson Choi
 
Patient-Centric Methodology:Tools and Techniques to Advocate for Patient Need...
byMad*Pow
 
DESIGN AND ANALYSIS OF ALGORITHMS ASSIGNMENT
byvanshcursor
 
Discovering Unmet Needs and New Solutions with Participatory Design
byJennifer Briselli
 
HXD 2019: Discovering Unmet Needs and New Solutions with Participatory Design
byJennifer Briselli
 
Design Led Thinking WOrkshop
byClaire Nelson
 
Design as a Change Agent in Care - 2021 presentation
byQUT
 
(Socially Distanced) Participatory Design - Discovering Unmet Needs & New Sol...
byJennifer Briselli
 
Discovering Unmet Needs and New Solutions with Participatory Design
byJennifer Briselli
 
Empathetic Design: Creating Safe Spaces
byCarrie Moran
 
Know Thy User: The Missing Element in SharePoint Solutions (User Centered Des...
byMarcy Kellar
 
Design with the User In Mind: Best Practices for a Usable and Adopted SharePo...
byMarcy Kellar
 

More from Patrick Quattlebaum

PDF
Let Go of Your Ego: Orchestrating Progress through Competitive Collaboration
byPatrick Quattlebaum
 
PDF
On Service Design Take 2
byPatrick Quattlebaum
 
PDF
Service Design Making
byPatrick Quattlebaum
 
PDF
on Service Design
byPatrick Quattlebaum
 
PDF
Orchestrate Against Atomism | EuroIA
byPatrick Quattlebaum
 
PDF
Orchestrate Against Atomism | IAS12
byPatrick Quattlebaum
 
PDF
Everything you ever wanted to know about UX (*but were afraid to ask)
byPatrick Quattlebaum
 
Let Go of Your Ego: Orchestrating Progress through Competitive Collaboration
byPatrick Quattlebaum
 
On Service Design Take 2
byPatrick Quattlebaum
 
Service Design Making
byPatrick Quattlebaum
 
on Service Design
byPatrick Quattlebaum
 
Orchestrate Against Atomism | EuroIA
byPatrick Quattlebaum
 
Orchestrate Against Atomism | IAS12
byPatrick Quattlebaum
 
Everything you ever wanted to know about UX (*but were afraid to ask)
byPatrick Quattlebaum
 

Recently uploaded

PDF
The Graph Sunrise Migration Flow Version 1
byJames Hall
 
PPTX
Turn ideas into clear, structured AI flowcharts - AI Flowchart Generator
byVenngage AI Infographic Generator
 
PDF
Ramalan roshma_Employee_Satisfaction_Engagement_Survey.pdf
bymohamedsameers602
 
PPTX
ZONING and CONCEPT IN ARCHITECTURAL DESIGN
byhelpersinghji
 
PDF
Claire Donnelly Portfolio- Interior design
byclairecd05
 
PPT
Components-of-Fashion-Tangible-and-Intangible.ppt
byReenaPandey34
 
PPTX
TLE 6 PPT Q3 - Methods Of Enhancing Decorating Bamboo, Wood, And Metal Produ...
byjulliennelopega1
 
PPTX
How High-Quality Images Increase Online Sales
bySam Smith
 
PDF
Holm Community at St Nicholas Kirk. Full plans
byAntoine Pietri
 
PDF
Early Nozzle (Now Amp) Explainer, Presented at company offsite in Ireland
byJames Hall
 
PPTX
Turn raw data into clear, AI-generated graphs in seconds - AI Graph Generator
byVenngage AI Infographic Generator
 
DOCX
Felix's Research project final copy.docx
bymaingijimmy002
 
PPTX
etics.pptxghhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhh...
byibganraffy22
 
PPTX
Pathological Fractures Lecture.pptx ORTHOPAEDICS
bymc22367
 
PPTX
mẫu tin học gốc Nguyễn Việt Nam Anh lớp 8G
byvietnamanh7707
 
PPTX
cubichomeinteriors-Interior Designer in Coimbatore
byVikrantgirase
 
PDF
day 1 sessions of fals robotic surgery.pdf
bySourav Panda
 
PDF
The Website as a Business Hub Moving from a ‘Digital Brochure’ to a Command C...
byViacon
 
PDF
The Graph Sunrise Migration User Flow Design Version 2
byJames Hall
 
PDF
Concept and Zoning in Architectural Design
byhelpersinghji
 
The Graph Sunrise Migration Flow Version 1
byJames Hall
 
Turn ideas into clear, structured AI flowcharts - AI Flowchart Generator
byVenngage AI Infographic Generator
 
Ramalan roshma_Employee_Satisfaction_Engagement_Survey.pdf
bymohamedsameers602
 
ZONING and CONCEPT IN ARCHITECTURAL DESIGN
byhelpersinghji
 
Claire Donnelly Portfolio- Interior design
byclairecd05
 
Components-of-Fashion-Tangible-and-Intangible.ppt
byReenaPandey34
 
TLE 6 PPT Q3 - Methods Of Enhancing Decorating Bamboo, Wood, And Metal Produ...
byjulliennelopega1
 
How High-Quality Images Increase Online Sales
bySam Smith
 
Holm Community at St Nicholas Kirk. Full plans
byAntoine Pietri
 
Early Nozzle (Now Amp) Explainer, Presented at company offsite in Ireland
byJames Hall
 
Turn raw data into clear, AI-generated graphs in seconds - AI Graph Generator
byVenngage AI Infographic Generator
 
Felix's Research project final copy.docx
bymaingijimmy002
 
etics.pptxghhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhh...
byibganraffy22
 
Pathological Fractures Lecture.pptx ORTHOPAEDICS
bymc22367
 
mẫu tin học gốc Nguyễn Việt Nam Anh lớp 8G
byvietnamanh7707
 
cubichomeinteriors-Interior Designer in Coimbatore
byVikrantgirase
 
day 1 sessions of fals robotic surgery.pdf
bySourav Panda
 
The Website as a Business Hub Moving from a ‘Digital Brochure’ to a Command C...
byViacon
 
The Graph Sunrise Migration User Flow Design Version 2
byJames Hall
 
Concept and Zoning in Architectural Design
byhelpersinghji
 

Softer side of design

  • 1.
    Patrick Quattlebaum @ptquattlebaum Iran Narges @inarges @adaptivepath #xmapping PATRICKQUATTLEBAUM DUBLIN, IRE 12 MAY 2014 ! the softer side of design
  • 2.
    DATEADAPTIVE PATH PROJECTTITLE GOOD EVENING
  • 3.
    MANAGING DIRECTOR AT ADAPTIVEPATH STRATEGY, SERVICE DESIGN, & MANAGEMENT CONSULTING THIS GUY’S MAKING ME A LITTLE UNCOMFORTABLE ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  • 4.
    HARD SKILLS ADAPTIVE PATHTHE SOFTER SIDE OF DESIGN
  • 5.
    CALLOUT LOREM IPSUM DOLORSIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS http://a.fastcompany.net/multisite_files/codesign/poster/2013/01/1671611-poster-8-inights-interaction-design.jpeg HARD SKILLS ARE IN DEMAND ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  • 6.
    DATEADAPTIVE PATH PROJECTTITLE YOU’RE IN DEMAND ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  • 7.
    CALLOUT LOREM IPSUM DOLORSIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS EVERYONE WANTS A UNICORN ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://swarmnyc.com/whiteboard/wp-content/uploads/2013/12/Screen-Shot-2013-12-15-at-1.10.10-PM.png
  • 8.
    CALLOUT LOREM IPSUM DOLORSIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://www.frictionlessdesign.com/wp-content/uploads/2013/08/Unicorn.png
  • 9.
  • 10.
    DATEADAPTIVE PATH PROJECTTITLE Yes, there’s a hard skills shortage in the market. ! Yet, there’s a larger shortage of designers who have both hard skills and soft skills.
  • 11.
  • 12.
    ADAPTIVE PATH THESOFTER SIDE OF DESIGN
  • 13.
    THESE ARE BOTH DESIGNERS SOFTSKILLS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  • 14.
    DATEADAPTIVE PATH PROJECTTITLE ADAPTIVE PATH ON SERVICE DESIGN Design can be an activity that an organization embraces, that everyone can be involved in.
  • 15.
    DATEADAPTIVE PATH PROJECTTITLE The world needs more designers with the soft skills to move groups of diverse people to collaboratively solve complex problems.
  • 16.
    16 ADAPTIVE PATH THESOFTER SIDE OF DESIGN
  • 17.
    17 ADAPTIVE PATH THESOFTER SIDE OF DESIGN COMPLEXITY OF PROBLEM IMPORTANCE OF SOFT SKILLS
  • 18.
    ADAPTIVE PATH THESOFTER SIDE OF DESIGN COMPLEXITY OF PROBLEM IMPORTANCE OF SOFT SKILLS
  • 19.
    DATEADAPTIVE PATH PROJECTTITLE Empathy Storytelling Orchestration ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  • 20.
  • 21.
    CALLOUT LOREM IPSUM DOLORSIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  • 22.
  • 23.
    CALLOUT LOREM IPSUM DOLORSIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://img638.imageshack.us/img638/1192/airplane02.png
  • 24.
    Mantra: Empathy for infrequentfliers. Empathy for infrequent fliers. Empathy for infrequent fliers. Me, every time I travel
  • 25.
    DATEADAPTIVE PATH PROJECTTITLE We talk a lot about other people’s empathy. ! But what about your own? ! What about my own?
  • 26.
    No man isan island, Entire of itself, Every man is a piece of the continent, A part of the main. John Donne
  • 27.
    No designer isan island. Entire of itself, Every man is a piece of the continent, A part of the main.
  • 28.
    Whether you likeit or not, you have to work with other people. You can either work at them or work with them. It’s your choice. Sarah B. Nelson
  • 29.
    CALLOUT LOREM IPSUM DOLORSIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://www.artefactgroup.com/wp-content/uploads/2013/02/empathy_design.gif
  • 30.
    CALLOUT LOREM IPSUM DOLORSIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN CUSTOMER STAFF BUSINESS EMPATHY TRIANGLE
  • 31.
    CALLOUT LOREM IPSUM DOLORSIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://uratex.com.ph/blog/wp-content/uploads/2011/11/Yawning-Together.jpg
  • 32.
    CALLOUT LOREM IPSUM DOLORSIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://www.nature.com/neuro/journal/v8/n7/images/nn0705-845-F1.gif
  • 33.
    DATEADAPTIVE PATH PROJECTTITLE ADAPTIVE PATH ON SERVICE DESIGN TIP #1: PRACTICE EMPATHIC LISTENING ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  • 34.
    Empathic listening gets insideanother person’s frame of reference. You look out through it, see the world as they see the world, understand their paradigm, and understand how they feel. Stephen Covey http://www.nonprofitcommunity.com/wp-content/uploads/2012/07/covey.png
  • 35.
    DATEADAPTIVE PATH PROJECTTITLE ADAPTIVE PATH ON SERVICE DESIGN TIP #2: BE AN EMPATHIC ADVENTURER ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  • 36.
    CALLOUT LOREM IPSUM DOLORSIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN Get out of your daily haunts, out of your comfort zone, and into the lives of others that broaden and deepen your understanding of people and the way they look at the world.
  • 37.
    DATEADAPTIVE PATH PROJECTTITLE TIP #3: READ MORE FICTION ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  • 38.
    Transportation theory: when peopleread fiction, and they are emotionally transported into the story, they become more empathic. Bal and Veltkamp
  • 39.
    DATEADAPTIVE PATH PROJECTTITLE STORYTELLING
  • 40.
    CALLOUT LOREM IPSUM DOLORSIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://3.bp.blogspot.com/-dtdHFVzXrG8/T-dejxDfj4I/AAAAAAAAA8w/3xiTH9V8D-s/s1600/OrcStorytellers.jpg
  • 41.
    DATEADAPTIVE PATH PROJECTTITLE ADAPTIVE PATH ON SERVICE DESIGN STORYTELLING The universe is made of stories, not atoms. Muriel Rukeyser
  • 42.
    DATEADAPTIVE PATH PROJECTTITLE WHY STORIES? Helps you think through the experience Makes an experience tangible Allows you to easily communicate a vision to others Creates a common understanding ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  • 43.
    DATEADAPTIVE PATH PROJECTTITLE The best story wins.
  • 44.
    DATEADAPTIVE PATH PROJECTTITLE ADAPTIVE PATH ON SERVICE DESIGN TIP #6: COLLECT AND TELLS STORIES ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://3.bp.blogspot.com/-dtdHFVzXrG8/T-dejxDfj4I/AAAAAAAAA8w/3xiTH9V8D-s/s1600/OrcStorytellers.jpg
  • 45.
    CALLOUT LOREM IPSUM DOLORSIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://brandondoman.com/assets/projects/stranger-than-fiction/gallery-01-big.jpg
  • 46.
    CALLOUT LOREM IPSUM DOLORSIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://strangersproject.com/post/83445266374/hello-as-a-little-girl-i-was-a-bully-i-would
  • 47.
    DATEADAPTIVE PATH PROJECTTITLE The best stories are: ! Authentically true Connect at an emotional level Have a clear beginning, middle, and end Detailed but minimal Delivered with passion
  • 48.
    John Hodgman, John-H-preferred-photo.jpg Specificityis the soul of narrative. John Hodgman
  • 49.
    DATEADAPTIVE PATH PROJECTTITLE ADAPTIVE PATH ON SERVICE DESIGN TIP #5: COMMUNICATE VISUALLY ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://3.bp.blogspot.com/-dtdHFVzXrG8/T-dejxDfj4I/AAAAAAAAA8w/3xiTH9V8D-s/s1600/OrcStorytellers.jpg
  • 50.
    DATEADAPTIVE PATH PROJECTTITLE ADAPTIVE PATH ON SERVICE DESIGN STORYTELLING Human minds yield helplessly to the suction of story. Jonathan Gottschall
  • 51.
    DATEADAPTIVE PATH PROJECTTITLE ADAPTIVE PATH ON SERVICE DESIGNADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://3.bp.blogspot.com/-dtdHFVzXrG8/T-dejxDfj4I/AAAAAAAAA8w/3xiTH9V8D-s/s1600/OrcStorytellers.jpg
  • 52.
    DATEADAPTIVE PATH PROJECTTITLE ADAPTIVE PATH ON SERVICE DESIGN A VISUAL JOURNEY ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://3.bp.blogspot.com/-dtdHFVzXrG8/T-dejxDfj4I/AAAAAAAAA8w/3xiTH9V8D-s/s1600/OrcStorytellers.jpg
  • 53.
    DATEADAPTIVE PATH PROJECTTITLE ADAPTIVE PATH ON SERVICE DESIGN A VISUAL JOURNEY ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://3.bp.blogspot.com/-dtdHFVzXrG8/T-dejxDfj4I/AAAAAAAAA8w/3xiTH9V8D-s/s1600/OrcStorytellers.jpg
  • 54.
    DATEADAPTIVE PATH PROJECTTITLE ADAPTIVE PATH ON SERVICE DESIGN A VISUAL JOURNEY PATIENT ACTIVITIES INFORMATION NEEDS Critical Moment Patient sees Care Provider activities i think i need helpstages discover what is wrong with me make me better maintain my new normal 1 2 3 4 5 7 8 9 10 11 12 13 14 Critical Moment Patient needs JMH Critical Moment Severity of condition can determine the tone of the journey Redirect Get patient on correct path: ER/UC/PCP May have been directed from routine PCP visit Critical Moment Patient gets diagnosis Critical Moment Patient gets or starts treatment Critical Moment Get patient on the road to normal Critical Moment Patient sees Care Provider Redirect Referred to Specialist, patient is looking to connect with right Care Provider for them 6 + ANXIETY + RELIEF STORY ARC The relative change in anxiety and relief and the range in patient stories EXPERIENCE DRIVERS UNDERSTANDING: Building knowledge and clarity REPETITION: Multiplying the unknown UNKNOWN: Creating uncertainty and obscurity STABILITY: Progressing and sense of security COMFORT: Growing ease and alleviation DOUBT: Growing skepticism and mistrust HIGH IMPACT key moment something feels wrong Unsure what is wrong. Scare of the unknown. my needs Validate that I need help key moment decide to get help Confident I will get help and hopeful that I can get answers. my needs Be ready for me key moment monitor treatment Confident in my care. Clear expectations of what is progress. Access to my Doctor just in case. my needs Access to help when needed. Reassurance that there is progress. key moment check-ups Consistent access to my Doctor. Confident in my care and prepared if anything comes up. my needs Show me progress key moment see a specialist Confident in my care and trust in Doctor. Empathy for my situation. my needs Be my rock and hub of information key moment choose treatment option Clear expectations of how my life will change with helpful resources. Empathy for my situation. my needs Understand how this will impact me long-term key moment talk to doctors to see what is going on No empathy or comfort. Feel rushed and unimportant to my Doctor. my needs Listen to me so I can trust you key moment change treatment No set expectations of progress. No confi- dence in my care or doctor. my needs Provide me options key moment get tests and review results No clear answer, so no confidence in my care. No expectations of when we’ll know. my needs Need expert of my disease to help me Finding the right Care Provider who can act as a partner and set clear expectations early in your journey is a key driver of overall experience. Having access to this care is paramount. Chronic Care Patient Experience Map check-ups • Continue routine checks up and tests • Repeat new treatments/monitoring if needed something feels wrong • Having pain or onset of symptoms • Notice a sudden change in at-home monitoring i think i need help • Call Primary Doctor or a General Line • Ask family/friends with similar symptoms • Self diagnose • Google triage 1 2 1 2 3 4 3 4 5 7 7 10 11 12 11 12 1413 1413 8 8 9 10 9 6 5 6 decide to get help • Go to the ER or Urgent Care Center • Schedule a visit with Primary Doctor talk to doctors to see what is going on • Explain my symptoms • Answer questions • Visit PCP or Specialist get tests and review results • Nurse or techs administers tests • Wait • Get referral for Specialists see specialists • Doctor may give initial diagnosis • Get more referrals • Get additional tests • See multiple Specialists get diagnosis • Ask additional questions • Hear results of the tests and what they mean • Learn about diagnosis and what that means • Do my own research to validate diagnosis or learn more choose treatment option • Hear treatment option(s) • Do my own research to validate treatment decision get treatment • Get initial treatment administered by Doctor or Nurse • Receive follow-up instructions to monitor get prescriptions • Start an ongoing treatment, like medication or at home care • Receive instructions on how to continue ongoing treatment at home maintain overall health • Fix other things that are impacted by my chronic treatment • Exercise and diet • Get emotional and social support monitor treatment • Monitor and log progress at home or through visits • Monitor side effects and effectiveness change treatment • By phone or doctor's visits • Change or add doctors if needed • Repeat something feels wrong • Symptom checker • Google triage • Primary care phone number for triage i think i need help • Where do I go for what • Triage Phone Number • Insurance benefits - cost/benefit of where to go decide to get help • Facility address • Time of appointment • Phone numbers talk to doctors to see what is going on • Prepared questions • What I should tell my doctor get tests and review results • Tests and what they are for • Results • Referral for Specialist see specialists • Coordinated appointment with Specialist • Managed list of who I've seen for what get diagnosis • Why this is happening to me • What the diagnosis is • Expectations of how things will change choose treatment option • Why this treatment • Side effects • What treatment will entail get treatment • Who to call for what • Discharge papers and after-care instructions • Prescription • Doctor's note get prescriptions • Side effects • Prescription information • After-care information maintain overall health • Other ways my life will be impacted • Resources to manage social and emotional changes check-ups • Update on my progress • Lab work monitor treatment • What to look out for • Instructions • Doctor’s phone number for emergency change treatment • Doctor’s phone number for emergency • When to call GET TREATMENT "I appreciated that he didn’t sugar coat it, but was still hopeful." GET DIAGNOSIS "You never forget this moment, no matter how gently your Doctor breaks the news." MONITOR TREATMENT "Things seem to return to normal and then there is this curve ball." CHECK-UPS "I still don’t feel like I’ve got the answers I need to deal with this." ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://3.bp.blogspot.com/-dtdHFVzXrG8/T-dejxDfj4I/AAAAAAAAA8w/3xiTH9V8D-s/s1600/OrcStorytellers.jpg
  • 55.
    DATEADAPTIVE PATH PROJECTTITLE ADAPTIVE PATH ON SERVICE DESIGN
  • 56.
    DATEADAPTIVE PATH PROJECTTITLE EXPERIENCE MAP 56ADAPTIVE PATH ON SERVICE DESIGN ACTIONS Keeping silent Using drugs and alcohol Denying problems FEELING Confused, Scared, Alone NEEDS Help and advice Feel normal Protection 1 2 4 I’m not crazy. I feel bad, but I don’t know why. If I keep doing this, people will think I'm crazy. I didn’t get the right help, so I’m out. Better someone else than me. Ignorance is bliss. Things seemed, fucked up, but that’s normal. I don’t want to hear it. I'm not talking about my problems. I’m not crazy, but I need help. There are people I can talk to. I feel like I'm not alone. Talking to others like me really helps. Empowerment Positive Influence Negative Influence Fear COMMUNITY SOCIETY F AMILY & FRIEND S ME Creating Positive Change for Youth in the Western Addition 5 I'm not talking about my problems. I can help others. I feel supported and empowered. I feel good about me. 3 Denial PHASE 1 “Nothing is wrong with me.” ROAD BLOCKS DENIAL SOCIAL STIGMA ROAD BLOCKS FINANCE ACCESS SOCIAL STIGMA ACTIONS Skipping school Self medicating Hurting others FEELING Depressed, Angry, Numb NEEDS Help Education Support Sensing PHASE 2 “Why am I like this?” ROAD BLOCKS DENIAL TRUST WRONG HELP TOO HARD ACTIONS Relapsing Changing behavior Helping others FEELING Supported, Validated, Hopeful NEEDS Culturally competent care Family support Encouragement Engagement PHASE 5 “I can change.” ROAD BLOCKS WRONG HELP TOO HARD TO CHANGE SOCIAL PRESSURE INCONSISTENT HELP ROAD BLOCKS WRONG HELP SOCIAL STIGMA ACTIONS Self diagnosing Seeking help Talk to someone NEEDS Privacy Trust Safety Awareness PHASE 3 “There are things I need to deal with.” ACTIONS Asking for or being directed to help Talking to parents for treatment consent Starting / Quitting therapy FEELING Hopeful, Crazy, Fear NEEDS Advice Validation FEELING Relief, Skeptical, Not alone Connection PHASE 4 “I’m not alone.” Youth need trusting relationships and access to mental health services that meet them half- way to ensure they don’t fall off the grid. From Fear to Empowerment
  • 57.
    DATEADAPTIVE PATH PROJECTTITLE ORCHESTRATION
  • 58.
    DATEADAPTIVE PATH PROJECTTITLE ADAPTIVE PATH ON SERVICE DESIGNADAPTIVE PATH THE SOFTER SIDE OF DESIGNADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  • 59.
    DATEADAPTIVE PATH PROJECTTITLE ADAPTIVE PATH ON SERVICE DESIGN Companies have long emphasized touchpoints... but this focus distracts from the more important picture: the customer’s end-to-end experience.
  • 60.
    CALLOUT LOREM IPSUM DOLORSIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://mysuccesscircleonline.com/wp-content/uploads/2011/06/orchestra-conductor.jpg
  • 61.
    CALLOUT LOREM IPSUM DOLORSIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://mysuccesscircleonline.com/wp-content/uploads/2011/06/orchestra-conductor.jpg
  • 62.
    DATEADAPTIVE PATH PROJECTTITLE To design and deliver products and services for complex problem spaces, you’ll need to: ! Build new bridges Creatively incite collaboration Orchestrate across disciplines, touchpoints, channels, and on and on an on….
  • 63.
    CALLOUT LOREM IPSUM DOLORSIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://1.bp.blogspot.com/-QcfQ-yo5gQA/TlRaJzAjfyI/AAAAAAAAAQY/4p9cDrP-kkI/s1600/tightrope.jpg
  • 64.
    CALLOUT LOREM IPSUM DOLORSIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://samplewords.files.wordpress.com/2011/10/motivation.jpg
  • 65.
    CALLOUT LOREM IPSUM DOLORSIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://mysuccesscircleonline.com/wp-content/uploads/2011/06/orchestra-conductor.jpg
  • 66.
    CALLOUT LOREM IPSUM DOLORSIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  • 67.
    CALLOUT LOREM IPSUM DOLORSIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://mysuccesscircleonline.com/wp-content/uploads/2011/06/orchestra-conductor.jpg
  • 68.
    CALLOUT LOREM IPSUM DOLORSIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN http://oliveyuba.blogspot.com/2011/04/its-not-about-olives.html
  • 69.
    DATEADAPTIVE PATH PROJECTTITLE Here’s a few tips to build orchestration skills
  • 70.
    DATEADAPTIVE PATH PROJECTTITLE ADAPTIVE PATH ON SERVICE DESIGN TIP #6: TAKE IMPROV ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  • 71.
    CALLOUT LOREM IPSUM DOLORSIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  • 72.
    CALLOUT LOREM IPSUM DOLORSIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  • 73.
    CALLOUT LOREM IPSUM DOLORSIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  • 74.
    DATEADAPTIVE PATH PROJECTTITLE ADAPTIVE PATH ON SERVICE DESIGN TIP #7: INCITE COLLABORATION
  • 75.
    CALLOUT LOREM IPSUM DOLORSIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  • 76.
    CALLOUT LOREM IPSUM DOLORSIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  • 77.
    DATEADAPTIVE PATH PROJECTTITLE ADAPTIVE PATH ON SERVICE DESIGN TIP #8: DO A ROUGH CUT http://www.cinemaisdope.com/news/films/troublewithharry/twh-1.jpg ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  • 78.
    DATEADAPTIVE PATH PROJECTTITLE ADAPTIVE PATH ON SERVICE DESIGN ROUGHCUTTING http://vimeo.com/9339739 ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  • 79.
    DATEADAPTIVE PATH PROJECTTITLE ADAPTIVE PATH ON SERVICE DESIGN ROUGHCUTTING ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  • 80.
    DATEADAPTIVE PATH PROJECTTITLE Empathy Storytelling Orchestration Practice empathic listening Be an empathic adventurer Read more fiction Collect and tell stories Communicate visually Take improv Incite collaboration Do a rough cut ADAPTIVE PATH THE SOFTER SIDE OF DESIGN
  • 81.
    SWATCHES Color Palette RGB 248/204/43 HEX F8CC2B RGB 249/157/28 HEX F99D1C RGB 108/190/77 HEX 6CBE4D RGB 67/184/215 HEX 43B8D7 RGB 29/120/153 HEX 1D7899 RGB 78/85/92 HEX 4E555C RGB 45/49/53 HEX 2D3B35 RGB 230/231/232 HEX E6E7E8 Thank YouThankYou Patrick Quattlebaum Managing Director Evi K. Hui Experience Designer Noel Johnson Senior Program Manager Stephanie Wilson-Wagner Client Partner www.adaptivepath.com