Case study for CONNECTfor The George Institute of Global Health

Jax Wechslerhttp://stickydesignstudio.com.au

Project Background

Sticky Design Studio was commissioned to deliver wire-frames for a mobile application aimed at creating health related behavior for cardio-vascular disease patients for the George Institute of Global Health. A user-centred design process was followed involving design research with patients, internal workshops with George Institute researchers, prototype development and user validation of prototypes.

Project activities.

Persona Workshop

DeskResearch

DesignResearch

Design StrategyWorkshop

Prototype & Test (w. users)

Specify & Deliver

George Institute of Global Health

Design Research / Cultural Probes

Patients completed some diary studies relating to their health behaviour.Some photographs were taken to document their day. This approach assisted the project team to gain empathy for the user group and better understand patient’s life contexts. This enabled us to understand how a mobile health tool could fit into patient’s lives.

Design Research / Journey mapping workshops

Journey Maps were co-constructed with cardio-vascular disease patients.Through this activity, patient experiences and activities could be documented and discussed.

By using these maps as frameworks, patients could easily communicate their previous experiences and opportunities for the service could be identified.

Design Research / Co-Design workshops

Users designed their own application functionality in co-design workshops using ‘feature cards’. This activity enabled the design team to gain more information about how users would prefer to

interact with different features of the tool.

Design Research / Personas

Design research was synthesised using a series of personas (i.e. data driven patient profiles). It was intended that these could be used by the organisation for future design projects aimed

at this user group. These personas informed the design of the mobile application.

MARITAL STATUS: Divorced

ENG LITERACY: First language ---- Second language

ETHNICITY: Egyptian

CHILDREN/GRANDCHILDREN: None

SMOKER: Just quit

DIGITAL LITERACY: Beginner --- Novice --- Expert

HOW CONNECT CAN HELP ME: CONNECT can help motivate and support me to be healthier and give me tips on how.

PEOPLE WHO INFLUENCE MY HEALTH JOURNEY

RELATIONSHIP WITH MY H/CARE PROVIDER

CONNECT PERSONA“My heart attack was a wake-up call. I realised I had to make some drastic life changes.”NAME: Femi

AGE: 53

RISK: Low ------- Medium ------- High

JOB: Truck driver

LIVES (SUBURB, CITY/TOWN): Ainsley, Canberra

LIVES WITH: Alone

I was born and raised in Egypt. I came to Australia in the 80s. Last year I had a heart attack. It was a stressful

year for me. as I was not looking after myself. I was having chest pains, feeling tired and smoking a lot. I had

no idea I was having a heart attack when it happened and I spoke to a friend who suggested I go to hospital.

I took a cab to hospital which was expensive, but I am glad I did as I passed out there and when I woke up I

was told I had had a heart attack. I needed surgery. When I was discharged, I was given a lot of literature to

read and medication to take. I felt too weak to take care of myself, so I asked my sister and her husband if I

could stay with them. I stayed for 3 months. I went to a rehab clinic twice, but it was too much trouble to get

there and I had to wait so I stopped going. I have stopped smoking since my heart attack and am trying to live

healthily but it I have never really done this before so it is not easy.

> Getting moral support from family and friends.

> Being encouraged to take care of my health.

> Actionable advice about what I can do to reduce my risk.

> Support with using technology.

> Free medication and free healthcare.

> Prevention of another heart attack.

> My sister who cooks for me and reminds me to eat healthily.

> I want to feel strong, active and healthy again.

> Helping me to understand how I can avoid further heart complications.

> Giving me actionable ways to improve my health.

> I like gaming on my phone so I would be likely to use an app with a gaming element.

> I want to feel supported.

> Distractions at home, such as TV, which makes me lazy.

> I sit a lot for my work and work long hours so I am unmotivated to exercise.

> Exercising alone can be boring.

> My main social circle drink and smoke so it feels lonely being healthy.

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!�,W�LV�RYHUZKHOPLQJ�VHHLQJ�DOO�WKH�JDGJHWV���LW·V�QRW�P\�ZRUOG

> I prefer to keep in touch with people face-to-face

DEVICES USED: HTC smart-phone

MOBILE USAGE: “I just got a smart-phone and play games and search google some times.”

SOCIAL INFO TXT/TALK HEALTH INFO APPS (not native)

MY STORY

MY NEEDS

MY HEALTH MOTIVATIONS

OPPORTUNITIES

MY FRUSTRATIONS

TECHNOLOGY BARRIERS

RELATIONSHIP TO TECHNOLOGY

HIGH DIGITAL LITERACY

LOW DIGITAL LITERACY

LOW MOTIVATION

TO MANAGE CVD

HIGH MOTIVATION

TO MANAGE CVD

-/

GP Family

Friends

Specialists

EPISODE

In-frequent

Impersonal Matter-of-fact

All about tests

NAME: Ian

AGE: 68

RISK: Low ------- Medium ------- High

JOB: Retired engineer

LIVES (SUBURB, CITY/TOWN): St George, Sydney

LIVES WITH: Alone

HOW CONNECT CAN HELP ME: CONNECT can help me understand my CV risk and guide and support me to live a longer and healthier lifestyle. It can also help motivate me and assist me to manage my Type 2 Diabetes.

PEOPLE WHO INFLUENCE MY HEALTH JOURNEY

RELATIONSHIP WITH MY H/CARE PROVIDER

CONNECT PERSONA´,�ZRQ·W�MXVW�GR�VRPHWKLQJ�¶FRV�,�DP�WROG�WR�� ,�QHHG�WR�XQGHUVWDQG�ZK\�µ

I lost my wife to cancer 1 year ago and have become quite overweight. I have just been diagnosed with Type

2 diabetes and I am keen to get on top of my health. I have suffered side effects from medication in the past

and want to do what I can to live medication free. I want to feel well so that I have the energy and mobility

to play with my grandchildren. My daughter is expecting a son in May and I would like to have the chance to

ZDWFK�KLP�DQG�KLV�VLVWHU�JURZ�XS��,�KDYH�EHHQ�RQ�KLJK�EORRG�SUHVVXUH�PHGLFDWLRQ�IRU�D�IHZ�\HDUV��EXW�,�GLGQ·W�

realised I was at risk of cardiovascular disease (CVD) until my GP raised this with me recently. I want to learn

about CVD risk. nutrition and what I can do to get on top of my health.

> Education about CVD, risk factors, and risk reduction.

> Access to authoritative and in-depth information.

> Tracking capability for my Type 2 diabetes would be great.

> Tips on how to improve my CV risk and overall health.

> Medication reduction.

> Maintain / reduce my weight.

> Control my diabetes levels.

> Feeling well for as along as I can.

> Visualising risk and tracking health data is motivating for Ian.

> Ian wants to understand CVD and how his actions can help to reduce his risk.

> He is intertested in information about medication.

> He likes to keep up to date about health related news and discoveries.

> Health advice given by people without technical understanding.

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> Having to learn about nutrition and how to cook healthy food.

> Living alone means I have no one to prompt me into exercise eg. taking a walk.

> Too much information online. it can take awhile to work out what is credible.

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,�GRQ·W�WKLQN�,�QHHG�WKHP��

DEVICES USED: iPhone, laptop

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SOCIAL INFO TXT/TALK HEALTH INFO APPS (not native)

MY STORY

MY NEEDS

MY HEALTH MOTIVATIONS

OPPORTUNITIES

MY FRUSTRATIONS

TECHNOLOGY BARRIERS

RELATIONSHIP TO TECHNOLOGY

MARITAL STATUS: Widow

ENG LITERACY: First language ---- Second language

ETHNICITY: Australian

CHILDREN/GRANDCHILDREN: Yes

SMOKER: In the past

DIGITAL LITERACY: Beginner --- Novice --- Expert

HIGH DIGITAL LITERACY

LOW DIGITAL LITERACY

LOW MOTIVATION

TO MANAGE CVD

HIGH MOTIVATION

TO MANAGE CVD

-/

GPOther

eg. clinicChildren

Specialists

AT RISK

Comfortable Gives time

FriendlyListened to

Design Research / Patient Journey Map

CURRENT USER JOURNEY (EPISODE)

LIFESTYLECHANGE

REHAB

NO CHANGEIN LIFESTYLE

NO REHAB

O� SMOKING O� TIREDNESSO� HIGH CHOLESTEROLO� OVERWEIGHTO� CHEST PAINSO� SHORTNESS OF BREATH

WARNING SIGNS

GP

Specialist

Pharmacist

FamilyFriend

Support

LITERATUREADVICE

MEDICATION

I was in denial

of my CV

problems.

In hindsight

I could see

myself as high

risk.

I was still in

denial –

I drove

myself to

hospital;

I took

a cab.

It was like being

in the movies

with lots of

people around

me – I was the

patient in the

scene.

I knew I was

VDIH��,�ZDVQ·W�worried as I we

being taken

care of.

I was given

enough

information

and

FRQÀGHQFH�LQ�my treatment,

but I went

and did more

research

at home.

I was left on

my own to

take care of

myself upon

discharge

from

hospital.

I was rested

but I was bored

just watching

TV and

teleshopping.

,�GLGQ·W�ERWKHU�ZLWK�rehab. It was hard to

get to and I had to wait.

I preferred to do my

own thing, so I took up

ZDONLQJ��,�GLGQ·W�ERWKHU�going to rehab and

no one called me so I

thought it was OK.

My GP takes care of the

medical side. I have to

take care of my lifestyle

EXW�LW·V�KDUG�WR�GR��)DPLO\�and friends moral support

is very important to help

me change and for my

well being.

I lack discipline with

my lifestyle diet and

exercise. I like food

WRR�PXFK�DQG�,�GRQ·W�have time for exercise.

I changed my eating

habits and stopped

smoking because the

episode was scary

DQG�,�GRQ·W�ZDQW�WR�experience it again.

To be healthy in my old age

To be treated faster

To have a healthier heart

To be able to achieve my goals

without pain or worry

To have any health problems

be addressed promptly

To overcome the need for medication

Pre-CVD Episode Admission Treatment Info gathering Discharge Home Rehab Lifestyle managementContinued Care My wish for the future of my health

JOUR

NEY

PHAS

ESIN

SIGH

TOP

PORT

UNIT

IES

Printed journey maps were used in internal workshops with the client to relay insights, identify opportunities and co-design features and processes. These maps enabled the organisation to consider the application as constituting part of a broader continuum for the patient.

Prototype & Test Over a three week period a series of prototypes

were developed with increasing fidelity. These were tested with patients and refined.

After this prototyping process was complete, specifications were delivered to inform graphic design and technical development of the app. Visual design and development is currently being completed by a third party IT company.

If you need some help with your projectGet in touch!

Jacqueline (Jax) Wechslerjax@stickydesignstudio.com.auhttp://stickydesignstudio.com.auhttp://cocreatingchange.com

Mobile: +61 403 895497Twitter: @jacwexSkype: jacwex