SERVICE AND UX DESIGN DIABETES FEET PROJECT DOCUMENTATION
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team. Deviprasad Kapileshwari PPEX
Dr. Naveen Bagalkot Researcher and Program Lead
Harsha Gupta DLI
Catalina Alzate Researcher and Service Designer
Vivek Kotagiri DLI
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faculty.
content.  Introduction
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Ideation
The design brief
Sketching the ideas
Interpreting the brief
Enacting the experience
Involvement
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Understanding the current scenario
Design Process Mapping the journey
Problem statement
Evaluating the experience
User identification
Mapping the UX requirements Prototyping
Research
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UX blueprint
Secondary research
References
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INTRODUCTION. 4
the design brief. Diabetes is a type of disease wherein the blood
Treatments for such a threat exists today in the
sugar level increases over a prolonged period. By
form of blood sugar control, removal of dead
mere observation, one cannot differentiate if a
tissues from the wound, dressings and removing
person if affected with it. If left untreated, it leads to
pressure from the wound. There also exists
medical complications such as cardiovascular
expensive surgical treatments which might not be
disease, stroke, chronic kidney failure, foot ulcers,
economic for few. How does the average person
and damage to the eyes.
affected with diabetic foot problems experiences this ordeal? What are their complications, benefits
Foot ulcer is a major complication of diabetes and
and routine? Can their experience be enhanced?
assumable a major component of diabetic foot
Research and design the experience and possible
problems. Due to the obstruction of the normal
products around this topic.
wound healing process, complications arises which leads to swelling, discharges, and ultimately amputation if it attains the critical stage.
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interpreting the brief. 
UNDERSTAND
the scenario, the disease and it’s symptoms, complications, and treatment, the people affected, the experience around it, and the emotional sentiment
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EMPATHIZE
the mindset of people affected, their families and relatives, placing oneself in their shoes and experiencing what they feel
ENHANCE
the experience by providing a well designed service, ideate on products that can aid their condition, package the whole experience
INVOLVEMENT. 7
understanding the user. To know the context in which we, as service designers, build and enhance the experience of living and managing diabetic feet conditions, we need to observe and understand the overall story
Capturing his experience right from waking up in the morning and managing sales at his retail shop, where his feet are exposed to dust, rough surfaces and moisture
from the user’s perspective.
We identified the traits of an individual with diabetes and those susceptible to acquire diabetes feet. Our user was a ‘factional’ user, who is a male in his fifties and goes by the name of Rajeev. He is
weekly ritual of visiting the temple and walking barefoot. His experience of identifying symptoms of diabetic foot during this weekly routine and his action of self medication
small time retailer, diagnosed with type 2 diabetes and follows a sugar free diet recommended by his doctor. He is oblivious of the fact that he can be prone to diabetes feet and ignores the hygienic routine of taking care of his feet.
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experience of waiting in a medical facility and the mental state that’s being directed in his mind during the doctor’s examination and diagnosis
problem statement.  1
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To enhance the experience of those affected with
To provide an efficient way of managing diabetic
diabetic foot problems and gradually bring a
foot conditions by implementing useful technology
positive outcome to their lifestyle.
and an enriched experience
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user identification. 
Rajeev, who is diagnosed with diabetes type 2 and dealing with early stage of diabetic foot ulcer
Health service providers, distributing the product, interfacing app and services
Pediatric clinic staff availing the app services to get patients and their medical data
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RESEARCH. 11
secondary research. First approach was to understand what we know about diabetes. The next logical step was to contact people who knew more or are experiencing the conditions. Further hunting online for research articles and real patient blogs, we summarized the most common behaviors, experiences, causes, effects and routine, medications, products, and people associated.
People are more or less aware of the complications while some of them are insusceptible of diabetic feet. Most common attributes that could be noted was prevention and medicine.
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Regulating glucose levels Identification and screening Patient education Self-inspection Proper footwear
IDEATION. 13
sketching the ideas. 
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enacting the experience. 
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DESIGN PROCESS. 18
mapping the journey.  Explaining the story of our user from his perspective and laying emphasis on the important interactions that originate during these phases.
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Using the three phases as our focus points, we
Initial representation was made as journey map
sketched out the various events and actions that
plotting out his course of action. Based on
Rajeev encounters and performs. As a team, we
feedback, that the map seemed ‘too designed’, we
brainstormed on various possible scenarios and
reworked from scratch considering realistic
the course of action that Rajeev might take.
scenarios that Rajeev might face.
WAKING UP DAILY ROUTINE
ROUTINE LIFE
DIAGNOSIS PHASE CAR & FAMILY
BAREFOOT ON THE FLOOR
GETTING READY FOR WORK
FIXES APPOINTMENT
TEMPLE & STREET
PODIATRIST
MEETS THE PODIATRIST
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SELF MEDICATION TREADMILL & FOOD
RAJEEV
1. Daily Routine - Being a diabetic, Rajeev focuses only on his sugar levels and follows his normal routine. He is ignorant of foot care at home and at his shop.
RELAXED AT THE SHOP
CHOICE OF FOOTWEAR: FLIP-FLOPS
INTERACTING WITH CUSTOMERS
WAKING UP AT 6 AM
WALKING ON UNEVEN SURFACES MONITORING SUGAR LEVELS
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WALKS BAREFOOT IN THE SHOP
2. Encountering the symptom and self medication Every Tuesday he visits the temple within his society, where he follows the custom of walking barefoot inside the premises.
WEEKLY ROUTINE OF TEMPLE VISIT
PRACTICES SELF MEDICATION
STEPS ON SHARP OBJECTS/PEBBLES
LEADS TO SWELLING
TEMPLE PREMISES HAEV UNEVEN SURFACES
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3. Visiting the podiatrist - Seeking medical help since his condition is worsening.
DIAGNOSIS BY THE PODIATRIST
ACQUIRING PRESCRIBED MEDICAL AIDS
SCHEDULING AN APPOINTMENT
WAITING FOR HIS TURN
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WAITING FOR THE RESULTS
evaluating the experience. Following the heuristics RELEVANT
The intention was to evaluate Rajeev’s experience in the above mentioned three phases. With this, we wanted to identify what makes the experience good or bad for him. Targeting Rajeev’s behavior towards interactions and situations, we would have ‘proof’ of what aspects of the experience needed to
UNDERSTANDING
CONNECTED
addressed. A set of heuristics was provided by the faculty, to which we had to evaluate those three
QUALITY
phases.
CONTROLLABLE
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AESTHETIC
 
1. Daily Routine
Relevant
Understandable
Aesthetic
Controllable
Meaningful - To monitor his daily sugar level & plan for the day Adaptive - to location & time of monitoring Personal - Device used
Learnable - Initial understanding of the numbers may be confusing Informational - Decision making & calculation of food intake
Persuasive - Offers a path of decision making about food intake
Responsive - Provides immediate results Accessible - Since the device is personal
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  2. Encountering the symptom and self medication
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Relevant
Understandable
Controllable
Meaningful - Since he’s trying to cure himself Adaptive - Can easily practice self medication at any given point of time, but in privacy
Learnable - Can learn from personal experience that self medication may not be the right way
Responsive - Realizes in 2-3 days Accessible - Can easily practice self medication at any given point of time, and products are within reach
  3. Visiting the podiatrist
Relevant
Understandable
Connected
Controllable
Meaningful - Fulfills his expectation of medical help Adaptive - Waiting and diagnosis time are variables Focussed - Broadly Useful - Primary objective of Rajeev is fulfilled
Learnable - Knowledge about his condition and treatment plan is explained Informational - Detailed knowledge is transferred from the podiatrist to Rajeev
Social - May or may not socialize with patients Integrated - May not share his experience with others depending on comfort level
Responsive - Visiting time may vary Accessible - Upon emergency Configurable - Relies on Rajeev’s comfort level and willingness to be treated.
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mapping the UX requirements. 
intent
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audience
action
space
time
Business Goal Enhancing the experience of people affected with DFU (Diabetic Foot Ulcer) and those susceptible of acquiring, by addressing the problem of walking barefoot in religious, social and personal spaces.
Stakeholder Vision Enhancing experiences of living and managing diabetic feet.
Success Criterion Customer satisfaction, profit, increasing in market goodwill, market leadership.
Brand Objectives To establish a strong brand loyalty in diabetic foot care segment.
UX Goals/Design Principles To make or service adapt to different situation, time and users.
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Target users/stakeholders Diabetic patients and family members.
Needs To protect and prevent from further infection and making their experience better.
Painpoints Walking barefoot in religious premises due to the enforcement of social and religious views.
Aspirations To fulfill their need.
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Functions/Features Aesthetically pleasing socks- it provides predictive analysis of foot ulcer, water proof, resistance to wear and tear.
Tasks Wearable at any situation and can monitor feet activity.
Priority Protection and prevention from foot ulcer
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Location Religious, personal and social spaces.
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Time Occurs during interaction in religious, personal and social spaces.
Scenarios Walking barefoot in temple, shop, home, uneven roads
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prototyping.  Creating hand drawn sketches to ideate and
During the presented it was brought to light
think of possible creations. By sketching, we
that these approaches catered to ‘product’
were able to draw the thought process and all
rather than the experience of using it. As per
the possible ideas on to paper. Doing so,
the suggestions and feedback, further
allowed us to utilize time and output multiple
refinements were made and we picked one
ideations. The team came up with ideas and
particular scenario: the medical facility.
collaborated to communicate these ideas to each other and formulate the best ones out of the lot.
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infographic visuals
  numbness in his feet
fixing an appointment
phone, nurse, desktop
giving medical history
medical history record
pre-diagnosis examination
health kiosk, testimonials, brochures, service provider, foot care products
nurse, foot scanner and medical equipment
service booth inside clinic recommendation for health care service
doctor and checkup
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Diagnosis by the doctor
Parallel update of record screen phone
  Iteration 2 | Introduction of the product
App ads on the store Demo pods at park spaces
Reaching out to fitness centers
MEDIUM OF INTRODUCTION
Digital and print media
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Demo pods at Marathons
  Alerting stage gets notified by the app and books an appointment
wears the product and jogs at a park
App notifies the condition and recommends an appointment
sensors sense the feet pressure and temp
He reviews the free dates and selects one to book an appointment The clinic gets the request and accepted
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User selects the best rated podiatrist
  Podiatrist diagnosis and treatment phase
Further diagnosis conducted and data from sheet verified
Receptionist prints the data sheet and hands it to the podiatrist
routine check to monitor his condition User goes back home and takes the medicine and continues his daily routine
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User buys the medicine prescribed by the podiatrist
  Regular usage and doorstep services
Regular usage of the product and the app
relaxing at his residence
product senses and the app interfaces the data
Notification popup for optional services - pedicure service availed and paid
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Selects one and the service provider arrives
ux blueprint.  Chosen scenario Alerting stage gets notified by the app and books an appointment
App notifies the condition and recommends an appointment
wears the product and jogs at a park sensors sense the feet pressure and temp
The clinic gets the request and accepted
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He reviews the free dates and selects one to book an appointment
User selects the best rated podiatrist
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references. 
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SERVICE AND UX DESIGN DIABETES FEET PROJECT DOCUMENTATION
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