KNOWING YOURSELF A SERVICE FOR PEOPLE DIAGNOSED WITH MS Working with Shift.ms
Aya Miura MIU13383195 Celine Che CHE12375179 Kaushik Sudra NAR12353014
INTRODUCTION
INTRO
Working with the charity foundation Shift.ms we were to design a service for people diagnosed with multiple sclerosis. The aim of Shift .MS is to raise public awareness and to show young MSer’s they are not alone. The charity believes MS doesn’t mean giving up on your life and ambitions, but just re-evaluate how to achieve them. As a team we are to understand how a person with MS can support themselves and others. With research and finding out where Service Design Intervention is needed, we would hope to make their lives better in some way or the another.
Phase 1 Unit 1 Creativity and Team Working
DISCOVER This was where it all started: Freddie Yauner and George Pepper, together started the charity website Shift.MS. George was diagnosed with MS in his early 20’s and Freddie wanted something to help his friend. He started this service to bring together young MSer’s, share their feelings and support each other. To help us be clear on how Shift.MS works Freddie gave a brief presentation. He stated how difficult it is for people to admit about their condition to other people.
Phase 1 Unit 1 Creativity and Team Working
DISCOVER
EMOTIONS
Emotions are considered to be an essential part of human body language. When a person is communicating with another his emotions tell you a lot more than he even intends to tell you. Hence, we decide to take up emotions as a starting point to start looking for possible service interventions. WHY EMOTIONS? Emotions are an integral part of any human being. It was a great idea to start with emotions and develop a sort of analogy for the same. We discovered that out of the eight main emotions, a MSer would use only about three. We wondered if shift.ms could possibly help put a smile back on an MSer’s face.
Phase 1 Unit 1 Creativity and Team Working
DISCOVER
BORED
ENTHUSIASTIC
HAPPY
SAD
ANGRY
SULKING
CRESTFALLEN
CONFUSED
Phase 1 Unit 1 Creativity and Team Working
DISCOVERY
HOW DID IT HELP? By researching the main emotions a diagnosed person has, this helps us understand and relate to the everyday feelings an MSer goes through. We discovered the three main emotions used by an MSer are sad, angry, sulking. This happens when a person with MS feels let down and frustrated as they cannot achieve simple everyday tasks that they could do previous to having the disease.
SAD
ANGRY
Phase 1 Unit 1 Creativity and Team Working
SULKING
DISCOVER
DESIGN ETHNOGRAPHY
Ethnographic design is one of the most powerful tools for prototyping prototyping. We used ethnographic tools to understand the feelings and thoughts of a person diagnosed with MS. In the first prototyping exercise we used design ethnography to see how limited dexterity can affect everyday chores.
Phase 1 Unit 1 Creativity and Team Working
DISCOVER
DESIGN ETHNOGRAPHY
HOW DID THIS PUSH OUR PROJECT FORWARD? We used Ethnographic design to understand how it feels like to cook having limited dexterity. It was found that most of the tools that we use to make cooking easier seemed useless. This study of emotions was helpful to further our understanding of the differences between the emotions of an able bodied person to that of an MSer. At the end of the exercise we were able to conclude that a person with a specific condition could get frustrated as they find it more difficult to perform tasks that were not problematic before they had the condition. As a starting point we searched online for more information about the condition. While asking the public what they knew about MS we found that awareness was low and many people could not provide information on the condition. To help with our research we went to St Thomas’ Hospital in Waterloo and looked for literature published by the MS Society in our local library. This helped us to understand the condition in a better way but still some important factors were unclear. To help with this we decided to interview people who had MS
Phase 1 Unit 1 Creativity and Team Working
DISCOVER
INTERVIEW
2006
First Signs Numbness in left leg
2007
Relapses and stiff back
Could not go to work
1 days
2 days
Colleague visits
1 days Visit GP
8 months
MRI Positive report
Meets the MS Specialist Neurologist
GP recommends MRI
2 months
Visits Websites 1 gets conscious days
Follows a controlled diet organic food
2008
On Medication
2 weeks Relapse after meeting neurologist
TODAY
Continues a normal work schedule and goes online sometimes and helps others.
Phase 1 Unit 1 Creativity and Team Working
Jane Petty Female 32 years old
DISCOVER
INTERVIEW
JANE PETTY This was our first interview that we conducted and gave us our first insight to some lifestyle changes that an MSer may take on. 1. Jane had shifted herself towards organic food and a much healthier lifestyle. It took a while to get used to her diagnosis. 2. Not many people are aware about the condition and hence it is difficult to make people understand about the condition. 3. Having a research background, Jane started looking at online forums for more information. She found the information was not organised. 4. She felt the online forums did not help her as they affected her motivation.
Phase 1 Unit 1 Creativity and Team Working
DISCOVER
INTERVIEW
2007
Leg’s numbness
2010
David Bayliss Male 32 years old
6-7 months Diagnosis MRI Scan
Clinically Diagnosed
Clinically Diagnosed
2012 Part-time job
Girlfriend: Did not believe he would have MS Does not understand the condition
Friend: Do not really talk about it TODAY
Friend with MS: Meet up every Wednesday
Family/Parents: Do not want to know And also misunderstanding
Phase 1 Unit 1 Creativity and Team Working
DISCOVER
INTERVIEW
DAVID BAYLISS The interview with David was revealing and helped us get a completely different perspective. He used to be a guitarist in a band and was working as an accountant. He had to completely change his lifestyle after the diagnosis. 1. He had problems with his employer as he was totally unaware about the condition. 2. David lives away from his parents and it was a really difficult for him to confide with them. He felt his parents were ignorant to the fact that he had MS and were unwilling to educate themselves. 3. He has a good relationship with friends he found through MS UK who also have the condition. As he lives by himself he always tries to meet up with friends on a regular basis.
Phase 1 Unit 1 Creativity and Team Working
DISCOVERY
INTERVIEW Melissa Wyatt Librarian MS Society April 2009 - Present (3 years 11 months) Enquiries for health professionals, staff, members and those affected by MS Leading and implementing an information system review Promoting the library as part of the overall service for the MS Society Magazine - publish every two months, making sure information is fresh and new technology
Helpline - do not record MSers’ details Website - update once per 1-2 years
Dr Oliver Williams, 30 years old GP (Wales) July 2012 - Present (working in the surgery for 2 years) He has never diagnosed anyone with Multiple Sclerosis, however there has been many cases of serious diagnosis. When it is rare conditions, he normally take a note to send it to the specialist in the hospital straight way to make the process quicker. Sometimes he helps his patients to find the right health charity organisations for their needs. Potential touchpoint: In the GP Surgery, there are many reflets of health charity organisations so it is potential touchpoint for Shift.ms to leave their information at the surgery to advertise their service.
Phase 1 Unit 1 Creativity and Team Working
DISCOVER
Well-known Health Charity Organisations Establishment + Funding Map
High Funds £500m
Established 1838
2013
£1m Less Funds heart disease
tumour
alzheimer
spondylitis
visual impairment
bone cancer
breast cancer
cancer
mental illness
asthma
epilepsy
arthritis
Freddie’s talk gave us an insight on how MS is neglected by the Health Service. We thought it would be a great idea to know about other health conditions like cancer which are well known. A few charities relating to some of the major conditions known to people were identined. Research was conducted to identify the reasons for having more or less funding compared to MS charities.
Phase 1 Unit 1 Creativity and Team Working
DISCOVER
MS Charity Organisations Establishment + Funding Map
High Funds £3m
Established 1980
2013
Shift.ms
£5,000 Less Funds
This exercise helped us realise that people don’t really know about the condition or any charities relating to it as they have only been established recently. This became one of the main issues that we felt was important to rectify to help the charity get funding for MSers.
Phase 1 Unit 1 Creativity and Team Working
DEFINE The Interviews really gave us an idea of what it is like to live with the condition. We started to draw out perspectives from the interviews. As is turned out everyone found it difficult to explain the condition to others. Because awareness of the condition is low this made it difficult for the people with MS to communicate to colleagues and friends about the condition. One of main aspects everyone seemed to miss was their diet. We were really curious to know if diet could in anyway be helpful in improving day to day living for MSers. We started to look for places where there could be a service intervention. 1. Public Awareness: A lot of people don’t know about the condition as it is quite recent to come into public view compared to other health conditions. Also there are a very few health charities that have the funds to create awareness amongst people. 2. Ignorance by parents: Parents have this guilty feeling about, ‘why my son/daughter has this condition?’ They prefer not to educate themselves thinking that could make things worse. 3. Communication Problems: It is difficult to convey the condition to other people due to the uncertainty factor relating to MS. 4. Understanding how people tend to ignore the symptoms: The diagnosis process can take a really long time even 1-1½ years. We tried to address this issue and made a journey map. 5. DIET: Diet is the best way to stay healthy for anyone. It is much more important in the case of having the condition.
Phase 1 Unit 1 Creativity and Team Working
DEFINE
PERSONA JOURNEY MAP James, 30 yr Administrator, British
First Signs Could not feel leg Ignorance
Living with his girlfriend Amy, No child
2 Symptoms weeks continue Worried Anxious Could not 4 months feel leg Afraid
Partner Anticipated James
Back to normal Relief
2 weeks
Fatigue Frustrated
4 months
Ignorance Friends
Symptoms stronger Anticipated and more fatigue
2 weeks Partner Worried
Symptoms pop-in again
Hope Research about MS
1 weeks
2 weeks
Ask Dr. Brown for help
5 weeks
Partner Suspicious
Partner Hope Sad
Nurse Nancy MS specialist
8 weeks Hospital 2 weeks
Neurologist Dr. Willington
Dr. Willington MRI Scan Fear
Phase 1 Unit 1 Creativity and Team Working
Clinically Diagnosed
DEFINE
PERSONA JOURNEY MAP
We thought there could possibly be a service intervention between the pre-diagnosis period and the actual diagnosis. However, Shift.ms being an online support it would be a really difficult task to manage the physical support. Other opportunities for prototyping and testing lie with the post diagnosis process. These involve Career information, communication of the condition to the work environment, giving adequate information to the family, friends, etc. Through Journey maps for the people we interviewed, this would help us understand the possible service interventions while considering their individual situations.
Phase 1 Unit 1 Creativity and Team Working
DEFINE
ROLE PLAYING
Emma, MSer 25yrs, Only child Freelance workshop teacher, Weekend go to parks iPhone user
Mr Smith, Father 66yrs Read newspaper everyday
John Emma’s boyfriend 30yrs Architect Have a own-studio Work on Mon-Fri Always surf the internet
Mrs Smith, Mother 65yrs Housewife Love cooking
Emily, Best Friend of Emma Likes cooking
Phase 1 Unit 1 Creativity and Team Working
DEFINE
ROLE PLAYING Role-play is another helpful tool for prototyping and understanding the situation of a person. We did a series of role-plays to get a perspective of an MSer and the life changing moments in their life. We acted out each character directly related to an MSer giving us an insight into each stage of their diagnosis. 1.The Neurologist isn’t always the MS specialist. 2.The MS Specialist nurse is approachable and is more helpful compared to the Neurologist. 3.Explaining the condition to parents and convincing them that things would be fine. Especially if you are living with them.
Phase 1 Unit 1 Creativity and Team Working
DEFINE
BADGES
We had the idea of having a service where people could wear a badge or a wrist band that would make the public aware that the person wearing the badge may need help. We tested out three types of badges: 1. Language & Nationality. 2. Give me a hand. 3. Baby on board. Insights from the Badge exercise Unfortunately we did not obtain much of a reaction from the general public hence the badge exercise was unsuccessful. The main reasons identified were as follows: 1. People don’t really react to some campaigns if they are not aware about it first. 2. People on public transport are usually busy with their gadgets or reading a newspaper. 3. It was concluded that probably the badges were either too small to be noticed or less attractive to grab the attraction of the public.
BABY ON BOARD!
YO HABLO ESPAĂ‘OL Phase 1 Unit 1 Creativity and Team Working
DEFINE
BADGES
Phase 1 Unit 1 Creativity and Team Working
DEFINE
REFRAMING
We used a reframing method to arrive at a possible solution wherein the problem to be solved was reframed to understand the possible ways of solving the issues relating to it. 1. How can Shift.ms connect MSer’s family and friends? 2. How can Shift.ms give advice to MSers regarding a nutritious diet? 3. How can Shift.ms help release the pre-diagnosis anxiety? We chose to direct our service towards the diet aspect and providing a service which would help in maintaining a healthy diet and inform about which nutrients are important to intake daily.
DEFINE
NUTRIENTS
1. Recent reviews have concluded that there is increasing evidence that Vitamin D may influence MS susceptibility and may also be of use for treating MS itself.
2. Results from importance of dietary Linoleic Acid
for people with multiple sclerosis trials
showed that people receiving linoleic acid
had less accumulation of disability over time.
3. Fruit and vegetables are a vital source of antioxidant Vitamins , which are important in helping to maintain and protect myelin.
4. Dairy products including milk, cheese, yoghurt and cream are a good source of Calcium and vitamins A, B12 and D.
Osteoporosis is also associated with an inadequate intake of vitamin D and calcium.
Phase 1 Unit 1 Creativity and Team Working
DEFINE
NUTRIENTS
Protein
Calcium
Vitamin
Phase 1 Unit 1 Creativity and Team Working
DEFINE
NUTRIENTS
Linoleic Acid
Vitamin D
Phase 1 Unit 1 Creativity and Team Working
DEFINE
PERSONA
Flexible Working Time
Has Girlfriend
Mostly Cook Food At Home
JAMES 32yrs, Writer, From oversea
Swimming Every Week
Social Party
Commute for one hour everyday
7
KATE 25yrs, Junior Graphic Designer, From South England
Break-up Recently
7 Years Living In London
Lots of Friends
Cook By Herself Live By Herself Choose Instant Food Phase 1 Unit 1 Creativity and Team Working
DEVELOP We believe that by creating a service involving an MSers diet, it can help funding aspect for Shift.ms. Why people would use this service? The service looks at providing a much more tangible aspect compared to the information provided by the MS Society and MS Trust. It helps MSer keep track of what nutrients and foods are helpful in maintaining a healthy lifestyle and how much is provided in each meal.
Phase 1 Unit 1 Creativity and Team Working
DEVELOP
THE SERVICE TRIANGLE
MSer Family
Friends
BRIDGE MIDDLE MAN
Organic Food Store Shift MS
Phase 1 Unit 1 Creativity and Team Working
DEVELOP
THE SERVICE TRIANGLE
The fundamental idea behind the service was to help shift.ms gain some funds and to help MS as whole. It also looks at provide guidelines about the nutrients required by a person suffering from the condition. The service works on a finding the middle ground basis. When a person uses the FOOD.MS site for ordering his meal or ingredients for preparing a certain meal, the fund is transferred from the persons account directly to the organic store or food agency. The food agency then pays a decided percentage amount for every purchase through FOOD.MS. The service is designed in such a way that it helps shift.ms to connect with the family and friends of and MSer. It also helps in reducing the worries and concern especially that of a mother when their son/daughter is not living with them. The main aspects of the service are: 1. To provide a healthy diet for people with MS. 2. Recipes are chosen in such that they provide the best amount of nutrients required by people with MS. 3. Ultimately this service is going to help the funding aspect of shift.ms.
Phase 1 Unit 1 Creativity and Team Working
DEVELOP
Developing Service Based on the Target User Reviews
Jane Petty 1. The Food.ms touch point is just at the right place. You just cant miss it. 2. She would prefer chilled food as that would be much more suitable for her lifestyle. 3. “The recipe with images is a good idea as its helpful for an amateur cook as well.” 4. Its a good idea to have a visual about the nutritional values for the day. It would help in keeping a track about how much you are missing out for the day. 5. Would love the idea about the weekend treat as usually prefers take a way's on weekend. Alison Prendiville “It’s a nice idea to provide people with the diet and the facts about them However, it would be great to have the food delivery service as a weekend treat.”
Phase 1 Unit 1 Creativity and Team Working
DELIVER Service Overview Food is the most essential part of any person’s daily life. The service looks at providing MSer’s with a healthy diet. In most of the cases it is observed that an unhealthy or an imbalanced diet has adverse effects on the condition. The service looks at resolving the three main problems identified by our research: 1. Ensuring the family and friends of their loved one’s good health. 2. Aiding Shift.ms with the funding issue. 3. Finally assisting a healthy living for MSer’s.
Phase 1 Unit 1 Creativity and Team Working
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