Ux design

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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