module 1 - design thinking education for healthcare

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®

MODULE 1Design Thinking Educationfor Healthcare Translating Information into Ideas,

Concept, and Solutions

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TABLE OF CONTENTS

S E C T I O N 0 1 - INTRO TO DESIGN THINKING

S E C T I O N 0 2 - UNDERSTANDING DESIGNERS

S E C T I O N 0 3 - CASE STUDIES

S E C T I O N 0 4 - NEXT STEPS

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INTRO TO DESIGN THINKINGDesign is the process of translating existing situations into preferred ones.

S E C T I O N 0 1

• Definition of Design

• Levels of Design Thinking

• Our Studio Process Model

INTRO TO DESIGN THINKING

© Live Well CollaborativeMODULE 1Design Thinking Education

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definition of design

thinking

We ask what can we do to change things? That question leads us to design which is the act of changing existing situations into preferred ones.

The appropriate blend of qualitative and quantitative thinking with the goal to produce positive change that responds to the needs of consumers.

1

Helps institutions and culture evolve thoughtfully blending continuity and change.

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Produces comprehensive visualizations of future alternatives allowing for interaction and feedback from stakeholders early in the process.

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Produces profit for organizations that invest in its use by by developing more efficient processes and improved communication between stakeholders.

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Reduces the potential for unintended consequences.

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It is inherently interdisciplinary.6



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Translating an existing situation....

Going Beyond Shallow Decorations

GE HealthcareLearning from different experiments that had been done for enhancement of kids imaging and taking it one step further.

Looking at the World Through Kids’ Eyes

GE HealthcareUnderstanding Kids’ Anxiety Points During MRI



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GE Healthcare

© General Electric Company 2014

Creating Mentors to Help Kids Accomplish Their Mission

These characters accompany kids prior, during and post imaging process and build an emotional connection with them.

GE Healthcare recognized there had to be a better way to approach children’s imaging. Their global design team began to imagine a scan procedure with less anxiety and fear. Through collaboration with Child Life Specialists from leading children’s hospitals, the Betty Brinn Children’s Museum and award-winning design firms, they worked to develop a pediatric imaging solution that helps improve the patient’s, family’s, and hospital staff ’s scan experience. Transforming the

Experience into an Exciting Adventure

Acknowledging patients’ needs beyond medicine and addressing their needs as individuals.

Creating an Entire Story Around the Process

Creating 8 different room themes appealing to kids and involving all their senses.

...into a preferred solution.



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Products

Broad goals with social/cultural corporate implications

Healthcare Systems

Directing designers and interdisciplinary teams

Converting strategy & insights

into objects, images, and action

Information Facilities

Design Strategy

Design Management

Design Planning

Design Execution and Implementation

Levels of Design Management



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Live Well Collaborative Design Studio Process Model

IdentifyLead-In

0

ResearchUnderstand

1

Phase 0Before the project During the planning stage of a project, the principle investigator identifies the problem space and collaborates with the LWC on the project brief.

Phase 4After the Project Possible future opportunities regarding the project results for the member and LWC. This should also be discussed in Phase 0.

Phases 123During the 15 week Semester The research team focuses on obtaining knowledge about the topic, translates insights into concept ideas and tests and refines concepts to meet the needs of the healthcare sponsor.

Consumer and Client Feedback

Primary Consumer Research

Inspirational & Experiential

Research

Team and Problem

Orientation

Secondary Consumer & Product Research

Synthesis and

Activation

RefineTest & Detail

3

Next StepsContinue

4

IdeateConceptualize

2



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IdentifyLead-In

ResearchUnderstand

0 1

RefineTest & Detail

Next StepsContinue

3 4

IdeateConceptualize

2

• Agree on project scope, objectives, and deliverables.

• Establish a multi –disciplinary working team, from both the healthcare sponsor and faculty/student resources from the University of Cincinnati

• Identify who the target consumer is, how they will be selected and involved in the process.

• Decide on project schedule and identify key interaction dates.

IdentifyLead-In

0

Project brief from iTransition Sickle Cell Studio - Summer 2012.



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IdentifyLead-In

ResearchUnderstand

0 1

RefineTest & Detail

Next StepsContinue

3 4

IdeateConceptualize

2

• Review the history of the issue.

• Identify any existing obstacles.

• Collect examples of other attempts to solve the same issue (benchmark).

• Talk to your end-users, gather end user insights.

• Take into account thought leaders’ opinions (sponsors, experts).

ResearchUnderstand

1

Student taking notes during an in-clinic interview at Cincinnati Children’s Hospital.



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User Interactions & Interviews

Week 1 Research Phase

Meet & Greet Users

In-home, in-clinic or shop along to explore current situation.

Week 6 Ideation Co-creation Session

Users and students collaborate to create possible solutions.

Week 12Refinement

Validation

Users give feedback on refined solutions.

Week 15 Final Presentation Feedback / Next Steps

Students present final solutions to healthcare sponsors and discuss next steps.



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SecondarySecondary research involves the summary, collation and/or synthesis of existing research. It is required in the preliminary stages of research to determine what is known already and what new data is required, or to inform research design.

PrimaryPrimary research consists of a collection of original primary data collected by the researcher. At the Live Well our primary research typically includes:

• meeting with healthcare professionals• patient interviews• clinical visits• initial & final concept

feedback sessions

Main Types of Research



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ObservationalPrimary Research

Observational research (or field research) is a social research technique that involves the direct observation of phenomena in their natural setting.

Personas & Journey MapsSecondary Research

Personas are designed as representations of your key audience and are based on interviews and observations with patients. Personas help stakeholders understand the needs, values, behaviors, and expectations of their patients. Journey maps also help stakeholders visualize patients experiences and recognize problems areas during their in-clinic and out-of-clinic experiences.

Research Methods



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IdentifyLead-In

ResearchUnderstand

0 1

RefineTest & Detail

Next StepsContinue

3 4

IdeateConceptualize

2

• Identify the needs of your end-users.

• Generate ideas to serve these identified needs.

• Record all ideas from your ideation sessions.

• Do not judge or debate ideas.

• Talk one at a time during brainstorming.

• Translate insights from research into visualizations.

• Incorporate feedback from thought leaders’ opinions.

IdeateConceptualize

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Information from patients interviews are recorded and mapped into visualizations for CCHMC staff. iTransition Sickle Cell Studio - Summer 2012



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IdentifyLead-In

ResearchUnderstand

0 1

RefineTest & Detail

Next StepsContinue

3 4

IdeateConceptualize

2

• Combine, expand, and refine ideas.

• Create multiple drafts.

• Seek feedback from a diverse group of people.

• Gather feedback from end users.

• Create and present actual working prototype(s).

• Present a selection of ideas to the

healthcare sponsor.

RefineTest & Detail

3

Final outcomes from iTransition Sickle Cell Studio - Summer 2012. See pg. 27 case study for more information on this project.



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IdentifyLead-In

ResearchUnderstand

0 1

RefineTest & Detail

Next StepsContinue

3 4

IdeateConceptualize

2

• Assess if results have met deliverables.

• Discuss what could be improved.

• Measure success; collect data.

• Document and archive the process.

• Determine next steps.

Next StepsContinue

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LWC design team presents and receives feedback from the CCHMC project team during the final presentation from iTransition Sickle Cell Studio - Summer 2013.

UNDERSTANDING DESIGNERS


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UNDERSTANDING DESIGNERSNow that you have an overview of design thinking and our process model, it is important to understand how designers think and work. Multi-disciplinary LWC studio projects are led by the college of DAAP (Design, Architecture, Art, and Planning) and are complemented with expertise from the colleges of Business, Engineering, Nursing and Medicine, among many others. In this section, we will discuss design disciplines and their value to our work.

S E C T I O N 0 2

• Understanding Designers

• Interdisciplinary Team Resources

• DAAP Disciplines

• Design: Big D’s and Little d’s at DAAP

• 3 Types of Design



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uncertainty / patterns / insights clarity / focus

design solution

researchideation

refinement

Understand the Design Process

Apapted from Central office of Design via Noise Between Stationshttp://www.designcouncil.info/mt/red/archives/2006/05/a_better_diagra.html



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Multi-disciplinary Team Resources

Architecture &Interior Design

Art

Planning

DAAP

Master of Design

Graphic Communication Design

Fashion Design

Transportation Design

Industrial Design

Design

Fine Arts

Art History

Master of Fine Arts

Master of Art History

Master of Arts in Visual Arts Education

Architecture

Interior Design

Master of Architecture

Master of Science Architecture

PhD in Architecture

Urban Planning

Science in Urban Studies

Master of Community Planning

Horticulture

Business

Music

Nursing

Medicine

Engineering

DAAP

SocialSciences



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Design: Big D’s and Little d’s at DAAP

The Big D’s are the big picture components of design.

StrategySystem Service

The little d’s are the the resources you use to make up the Big D’s.

Industrial DesignCommunication DesignFashion Design Interior DesignArchitecturePlanning

d



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d



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Industrial Design

PRODUCT AND TRANSPORTATION

Industrial design is concerned with the appearance and usefulness of manufactured goods. When creating products, industrial designers think about technical performance, environmental concerns, human comfort, and aesthetics.

They gather deep insights into consumer preferences and values and have the ability to translate insights into comprehensive visualizations of future alternative solutions.

DAAP Disciplinesd

Fashion Design

RUNWAY & PRODUCT

Fashion designers communicate ideas by fashion sketching, fashion illustration, and through the creation of three–dimensional finished garments that mayappear on the runways or in retail stores.

Fashion students are also able to apply their expertise in forecasting trends to other industries as well.

Graphic Communication Design

PRINT, MOTION, AND INTERACTIVE

Graphic communication design is intended to inform, entertain, or persuade a specific audience. Frequently, the designer is called upon to create an entire system of information that may include printed items (advertisements, logos, pamphlets) and/or electronic media to be viewed via a computer, mobile device, film.

Graphic communication designers give concrete vision to information, ideas, and feelings by utilizing typography, color, images, layout, animation, editing, and digital interfaces.



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Planning

Planning, also called urban planning or city and regional planning, is a dynamic profession that works to improve the welfare of people and their communities by creating more convenient, equitable, healthful, efficient, and attractive places for present and future generations.

The tradition of the school is to train professionals for distinguished practice and spatially–based systems approaches with a focus on “livable places,” that is, on “communities that enrich people’s lives.”

DAAP Disciplinesd

Interior Design

Interior design is a multi-faceted profession in which creative and technical solutions are applied within a structure to achieve a built interior environment. These solutions are functional, enhance the quality of life and culture of the occupants and are aesthetically attractive.

Interior Design focuses on the interior spaces of buildings, emphasizing the physical, psychological, and social needs of people at work and leisure.

Architecture

Architecture is the culturally responsible design and production of buildings that are useful, durable, meaningful, and responsive to their physical and social contexts.

Architecture can refer to the actual product, the architecture of a building or it can refer to the method or style, the knowledge and styles used to design the building.



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Service

Service design as a practice generally results in the design of systems and processes aimed at providing a holistic service to the user.

The purpose of service design methodologies is to design according to the needs of users so that the service is user-friendly, competitive and relevant.

Communication

Communication design is the effective and efficient transferral of information through the appropriate visual media. Solutions to communication problems may take the form of: a printed document, an audio-visual presentation, interactive smart phone or information systems such as brand identity program, signage system, exhibit design, product identification and wayfinding environmental graphics.

Product

Product design focuses on the appearance and usefulness of manufactured goods. When creating products, industrial designers think about technical performance, environmental concerns, human comfort, and aesthetics.

Results of Work of d’s: Three Types of Design

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CASE STUDIESThis section provides a series of case studies from Live Well studios that demonstrate how a multi –disciplinary approach to solving problems can be used to generate service, communication, and product solutions, or even a combination of all three.

S E C T I O N 0 3

• Product & Service — UC Health Bone Marrow

Transplant Center 2013 & 2014

• Product — Ultimate Traveler’s Experience 2011

• Communication — iTransition 2012

CASE STUDIES © Live Well CollaborativeMODULE 1Design Thinking Education

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Bone Marrow Transplant Center 2013Studio Sponsor: UC Health

Spatial DesignProductInterior Design

Watch DesignProductIndustrial Design

Website & App DesignCommunicationDigital Design

The goal of this project was to identify patient centered solutions that re-imagine and reinvent the infusion experience to make it a model of care across UCMC. The LWC team developed solutions that are patient centered and improve work processes for clinicians. A key focus of the project was to envision and identify a 5-year ideal state for the clinic.

ResearchThrough extensive research via benchmarking other hospital spaces, interviews with staff, patients, and caregivers, and in-hospital observations, the team identified 4 core opportunities for design development.

RefinementThe final solutions included spatial redesigns of various rooms in the Bone Marrow Transplant Center, and a My Care App that allows patients to manage their health, nutrition, treatment, and schedules all in one place.

IdeationThe team ideated around these four core opportunities areas which included: the physical space within the hospital, process flow between patients and staff, communication tools between staff, as well as amenities for patients.

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Bone Marrow Transplant Center 2014Studio Sponsor: UC Health

Spatial DesignProductInterior Design & Industrial Design

Inpatient Journey MapCommunicationGraphic Design

Our goal is to envision patient centered solutions that re-imagine and re-invent the infusion experience to make it a model of care across UCMC. The team also intended to develop solutions to improve work processes and environments for clinicians.

Project objectives as continuation of environment redesign from BMTC 2013:

• Focusing on the infusion and waiting areas• Refinement of admission and discharge processes• Focusing on better transitions and communication2

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ResearchDuring the research phase, the LWC team interviewed patients and caregivers during in-clinic visit to understand how they felt about the admissions and discharge process. They also observed doctors and staff members during patient rounds on several occasions in order to better understand how they work.

IdeationBased off of the insights they gathered from research, the team ideated around four areas of focus which included:

1) Integration of scheduling and care delivery systems; 2) Medication and prescription management systems; 3) Healing spaces and systems to support patient independence and caregiver needs; 4) Continuity of care processes and management systems.

RefinementThe team developed an interactive video of what the ultimate experience could be in this space. The team also documented challenges within the admission and discharge process and made recommendations for solutions.


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Ultimate Traveler’sExperienceStudio Sponsor: Boeing

Vision VideoCommunicationDigital Design

Take Me There ChairProductIndustrial Design

For this project, students were challenged to travel with the “future” traveler to understand opportunities for future travel improvement with the goal of making the “door to door” process easy and seamless for everyone.

Take Me Ther Chair: LWC’s first patented application

The Take-Me-There Chair is a personalized airport transport vehicle electronically powered with rechargeable batteries. The TMT is connected to the airport information and transportation systems, is fully automated, crash proof, and links to a passenger’s Flight Watch using Blue-Tooth technology. The TMT automatically reads a passenger’s gate destination but can be redirected or paused en route via voice commands or touch screen. The system is ideal for visually impaired passengers; wheelchair bound individuals; and others with special needs.

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Research

Primary research for this project involved interviewing 50+ passengers and those with physical disabilities to better understand their experiences and current issues during their travel journeys. Secondary data was also collected on the air travel process and the roles of airlines in air travel. IdeationThe team began ideation with initial brainstorming of the “Perfect Door-to-Door Journey”. Students were encouraged to think outside the box even if their ideas did not seem feasible. Then they organized and prioritized selected ideas and discussed those with the most potential. RefinementDuring the validation and refinement process, students were required to write a 250 word essay explaining the problem their concept solves or is designed to overcome, how it works, and what technology it uses. Once the concepts were refined, the team created a video narrative which illustrated their vision for the ultimate travel experience by incorporating all of their concepts for products, services, and communication during the travel journey.


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iTransition 2012

Studio Sponsor: Cincinnati Children’s Hospital, Lori E. Crosby, PsyD

Hospital Staff InterfaceCommunicationGraphic Design

Sickle Cell VisualizationsCommunicationGraphic Design

Patient InterfaceProduct & CommunicationIndustrial Design & Graphic Design

ResearchStudents used qualitative methods to understand the patient experience of care and the experience of providers administering care. Seven themes were defined based upon secondary research and interviews with patients and providers.

RefinementStudents designed patient booklets that map out each patients’ daily life, attitudes towards transition, SCD effects on the body, pain management, and their support system. Students also designed transition cards for providers. Care providers arrange the deck of cards to design and visualize a personalized transition process for each patient.

IdeationStudents conducted an ideation session with providers where they had to divide, subtract, and combine steps of the transition process and identify potential benefits.

LWC worked with Cincinnati Children’s Hospital Medical Center to explore innovative ways to improve the transition process for Sickle Cell Disease patients.

Translational research in healthcare coupled with the theme of empathic care fueled an opportunity for design to play a role in exploring a qualitative, innovative, use centered approach for developing solutions.

The first outcome was developed thorough a co-designed process. Designers working with CCHMC staff and patients to develop a solution that will empower youth to manage their own healthcare. The second outcome is how the staff of CCHMC has learned how to integrate design methods into their everyday operations to improve their healthcare approach. Both of these outcomes have provided the framework of continued and strategic solutions.

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Cincinnati Comprehensive Sickle Cell Center

DOCTORS

Dr. Punam MalikDr. Karen KalinyakDr. Charles QuinnDr. Tehodosia Kalfa PSYCHOLOGISTS

Dr. Monica MitchellDr. Lori Crosby, PIDr. Naomo Joffe

iTransition Resource Map

UC Health Hematology

ADULT SERVICES AT

UNIVERSITY HOSPITAL

Dr. George Atweh, Medical DirectorDr. Olugbenga Olowokure Dr. Donald Rucknagel

SOCIAL WORKERS

Pam Jenkins

NURSE PRACTITIONERS

Lana Hackworth

NURSE COORDINATORS

Connette Birl

CCHMC Project Team

RESEARCH ASSISTANTS

Alexandra BruckSteven LenzlyEllen ManegoldAubrey CulpCaravella McCuistianTeresa Smith, CCTST Project CoordinatorMegan DaileyHeather Strong

Live Well CollaborativeLinda DunseathCraig Vogel

PROJECT TEAM

Ashley Walton, Design Research Associate/Project ManagerRicardo Elizondo, Graduate AssistantAlixandria Wolfe, Graphic Design Co-opRachel Lee, Graphic Design Co-op

NURSE COORDINATORS

Tracy MahaneyPatricia Boyd

NURSE PRACTITIONERS

Darice MorganViia AndersonPeggy Kaiser

SOCIAL WORKERS

Cheryl BlairLisa Leace

GRADUATE STUDENTS

Brigitte BealeAlana GoldsteinSylvia LiWanting Lou

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NEXT STEPSLearn how to integrate design thinking tools and methodologies in your center’s capabilities to achieve desired outcomes.

S E C T I O N 0 4

• Module 2 - Gaming Tools and IdeationFrame your challenge using gaming tools and ideation methods.

• Module 3 - Intro to an LWC StudioWork with the LWC to frame your project scope, objective, and deliverables.

Learn about matching grant funds through the CCTST.

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Lori E. Crosby, PsyD

Clinical Psychologist, Behavioral Medicine and Clinical PsychologyCo-Director, InnovationsProfessor, UC Department of PediatricsLive Well Collaborative, Project Principle Investigator

Phone: 513-636-4336Fax: 513-636-7756Email: [email protected]

James E. Heubi, MD

Director, Clinical Translational Research CenterCo-Director, Center for Clinical and Translational Science and TrainingAssociate Dean, Clinical and Translational ResearchProfessor, UC Department of PediatricsLive Well Collaborative, Board of Directors

Phone: 513-636-4415Fax: 513-636-4695Email: [email protected]

CCHMC Key Advisors Contact

To find out more about how you can get involved with Live Well Collaborative, please contact:

Linda DunseathLWC Executive [email protected]

www.livewellcollaborative.org513.558.7348

module 1 - design thinking education for healthcare

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