Royal College of Art
REBOOT “SHARE, USE AND LEARN. STAY CONNECTED…REBOOT”
Service Design 2012/13
THE TEAM
ACKNOWLEDGEMENTS
Amy Lee Service Designer/Graphic Designer Chin-Fu/Jim Chen Service Designer/Design Strategist Lizzie Dutton Service Designer/Industrial Designer Maryam Al-Semaitt Service Designer/Business Strategist
We would like to thank all those who have contributed to this project, especially: Brian Keating, director of Ageing Well programme from DWP, which shared the lastest information on government policies and helped us to reach out to other stakeholders. David Boyle, co-founder of TimeBank, whose experiences in applying technology to community volunteering and expertise in prevenitive welfare system gave us great insights for our service development. Duncan Tree, head of policy from CSV - the largest community volunteering organization in UK, Malcom Booth, CEO of NFOP and Jen Smith, commnity manager from TheAmazings. Lastly, a special thanks to Helena Trippe, who had been with us from the beginning of the project and helped us on many aspects including setting up interviews and researching.
INDEX
INTRODUCTION
What’s REBOOT
2
The Challenge
3
The Objective
4
Design Process
5
Project Management
6
DESIGN RESEARCH 7
Research Framework
Research Stage I.
8-11
Research Stage II.
12-15
Problem Statement
Insights Summary
16 17-18
OUR SERVICE - REBOOT
User Journey
Conceptual Model
23
Baseline Scenario
24
User Interfaces
25-28
Stakeholders & Business Model
29-30
What’s Next?
21-22
30
How might we help people recognize, use and share their capital to promote wellbeing through technology?
INTRODUCTION What is REBOOT?
REBOOT is a service that hase been designed to meet the twin challenges of an aging population and the growing need to maintain social engagement level for healthy lifestyle following retirement. Retirement is a significant and often difficult point of transition in people’s lives. Not only does it represent the ageing process it also involves significant changes to social status, routines, family and marital relationships. There is growing evidence that maintaining social wellbeing following retirement can lead to a longer and healthier later life. The emphasis of most existing health support services is on physical health and few services are aimed at the 60-70 age group. REBOOT aims to address these issues by providing a service that helps to maintain an adequate level of social interaction that is beneficial to both physical and mental health and wellbeing.
In this report, we will take you through the service design processes that lead to the development of Reboot. We will walk you through the process of research, development and initial prototyping. Our aim is to present a holistic overview on the challenge from a user-centered perspective and illustrate how our service proposition – REBOOT would improve the “journey of ageing” for the users.
We started by asking ourselves: “How might we help people recognize, use and share their capital to promote wellbeing through technology?” and designed our service based on the premise that health starts with personal wellbeing. As such, REBOOT provides access to opportunities for social engagement as well as the tools for monitoring and improving activity levels. REBOOT sets out to improve both emotional and physical wellbeing through an exchange of social capital, participation, sharing and learning. We believe that through activities of sharing, using and learning – the exchange of people’s social capitals, skills and experiences, that users’ as well as the community’s wellbeing will be improved.
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THE CHALLENGE The design challenge of this project sits within the context of two emerging social and political phenomena:
• A rapidly ageing population • Increasing constraints on public finance available for healthcare.
Together, these societal changes have created a fundamental paradox of increased demand for public healthcare by growing older population alongside decreased funding for healthcare services. As a result, the concept of active health management – a solution that aims to support users to maintain their health and wellbeing by actively monitoring health conditions and practicing healthy lifestyles1 – has become a vital strategy for both policy makers and individuals to address the paradox.
the technology and the accessibility of various services that support active health management is also a critical challenge for our service proposition. for the older demographic, the usability of the technology and the accessibility of various services that support active health management is also a critical challenge for our service proposition.
Below: Aging, transitions, healthy life style and quantified-self.
Active health management has also been recognized as a major commercial opportunity, particularly for technology providers. The mobile industry organization – the Global System for Mobile Communications Association (GSMA) identified that of all new technologies invested for new healthcare provision, mobile technologies (such as mobile phones, sensor, networks, data security and cloud computing) are among the top three growth opportunities for the industry. (GSMA, 2012) With the advances in these emerging technologies, new service initiatives based on trends such as “Quantified-Self”3 are providing means for individuals to track their biometric data, psychological and emotional wellbeing and identify correlations and relationships, which can function as motivations and improve the quality of life and performance. However, as we are designing a new service proposition for the older demographic, the usability of 3
Active health management, or self-care is a strategy is empower paitient to adopt healthy behavious by providing access to information and technologies for self-monitoring, “Progression Report” (Ernst & Young 2012) 1
The Quantified Self is a movement to incorporate technology into data acquisition on aspects of a person’s daily life in terms of inputs (e.g. diet, exercise), states (e.g. mood, arousal, blood oxygen levels), and performance (mental and physical) (QuantifiedSelf.com, 2013) 2
THE OBJECTIVE Given the criteria of producing a quantifiedself tool for active ageing, the objective of this project is to identify new service opportunities for active ageing by combining mobile technologies and relevant services to improve capacity for active health management. In response to the challenge of an ageing population with the consideration of scaling, the service is targeting an older demographic who have relatively high social capital and are fairly technology savvy. Further more, of all groups from the older demographic, the group who are, or soon will be experiencing employment transition from working full time to part-time work or retirement is considered as priority, as such events are often marked as a critical step during the course of ageing.1 The design team will explore the lifestyle of the targeted demographic group and the current support networks and services holistically in order to identify users’ needs and further challenges. Overall, the project aims to deliver a service-led solution based on a set of design principles from design research and a conceptual model that incorporate appropriate technologies, key stakeholders, social networks, etc. for future service development.
For most 50+ people, employment transition is the most common transition and often results transitions of other types. (“Transitions from Work to Retirement” Chris Phillipson, 2002) 1
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DESIGN PROCESS FROM “DOUBLE DIAMONDS” TO “1/2 DIAMONDS” The “Double Diamonds” process – “Discover › Define › Develop › Deliver” developed by UK Design Council in 20051 has become a widely accepted model for design project development and project management. This project was also developed based on this model. However, given the scale and the complexity of the challenge the design team had to go through two rounds of the ‘Discover – Define” process – making the process become a “1/2 Diamonds” process in order to determine a feasible brief for further design development.
Below: 1/2 Diamond Process RESEARCH PROCESS: PROCESS: RESEARCH 2.5DIAMONDS DIAMONDS DISCOVER - DEFINE 2.5
Project Brief Project Brief
MA Service Design Royal College of Art MA Service Design Royal College of Art
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“The Double Diamond Design Process” (UK Design Council, 2005) http://www.designcouncil.org.uk/ designprocess 1
DISCOVER - DEFINE
Problem Statement I. Problem Statement I.
Secondary Research Secondary Research
Due to constrains on time available during the course of this project, the final delivery aimed to present a service proposition with a series of design prototypes that reflected the key insights and the conceptual model from the research for futher implementation.
DEVELOP - DELIVER
Problem Statement II. Problem Statement II. Field Research Field Research
User Interview User Interview
Our Service Our Service Expert Interview Expert Interview
Design Development Design Development
DEC. 12. 2012 DEC. 12. 2012
OCT 18 21 24 27 30
KEY DATES DISCOVER
NOV 1
5
DEC 7
Respond to breif
11
14 17 20 23
28 30 1
Interim 1
Interim 2
4
JAN 7
10
12 19 21
Prototype
25 28 31 1
4
FEB 7
10 13 15
18 21 24
Final Presentation
29
4
11 18 25
WIP Show
Project Report
Secondary Research/Observation (Team)
Redefine Brief and Reseach Plan (Team)
DEFINE
Problem Statement 1 (Team)
DISCOVER
In-depth User Interview (Amy & Jim)
DEFINE
Research Aims and Plan (Team)
Research Analysis (Jim, Amy and Maryam ) Problen Statement 2 (Team) Experts Interview (Jim, Amy and Maryam)
DEVELOPMENT
Persona, Baseline Scenario (Team) Blueprint (Jim, Amy and Maryam)
DELIVER
Leaflet, Report Prototype (Amy & Maryam) Video (Amy and Lizzie)
Key Dates
Presentation & Report (Team)
End of Work Phase
Above: Work Log
PROJECT MANAGEMENT The total working period for the project lasted for six weeks, of which three and half weeks were devoted to research and the rest to development and prototyping. A team of four individuals from different discipline was assembled for the project. The team members are: Amy Lee, graphic design background, Lizzie Dutton, product design background, Jim Chen, design and management background and Maryam Al-Semaitt, business management background. As a research-intensive project, all members were involved in most secondary research activities. Although some primary research activities such as were performed by some members of the team due to availability, findings were always shared and synthesized by the entire team.
During the development and prototyping stage, tasks were divided more accordingly to each team member’s background and skill set. Amy was in charge of designing the brand identity, interfaces and printed prototypes. Maryam took responsibility in developing the user journey and business model. Jim focused on design strategies including developing the conceptual model and research framework. Each team member was involved in the making of the final presentation. Maryam and Jim mainly worked on text/graphic contents for the presentation and editing the slides. Amy was in charge of making the video with the storyboards drawn by Lizzie.
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1
8
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Source: ilker-canikigil/sgutterstock
DESIGN RESEARCH
DESIGN RESEARCH RESEARCH FRAMEWORK The primary aim of the research was to identify the health and wellbeing needs of the mid-age group. It took a broad view of health and wellbeing, including both physical and mental health. The design research stage sought to: - Understand people’s “journey of ageing,” especially the moments of critical transitions, such as retirement, family relationships, etc. To identify the relationships between these transitions and users’ associated health and wellbeing.
- What’s their journey like?
- What’s out there to support?
- What people know/feel/percieve?
- What are they interested in? - What do they do?
- How do they do it?
- How do they do it?
INDIVIDUAL
- Who do they do it with?
COMMUNITY - What are the challenge(s)?
- What are their purposes?
- How do they address it?
- What are their motivations? - What are their fears? - What are their expectations?
- What people use? - What are the benefits asnd barriers?
- Who employs the technology?
- What are their business models?
- How is it used?
TECHNOLOGY - Who’s involved? - What are their business models?
Servive Opportunity
- Stimulate people’s imaginations about the ideal state of ageing and to understand the in-depth meaning of health and wellbeing including physical, emotional and social aspects. - Identify the existing activities and social engagements that would support a more fulfilling experience of ageing and to understand the motivations behind these activities. Besides an in-depth user research, for the proposed service to be implemented and to suatain in the future, a holistic approach to understand the problem from both the community and the technology points of view is a critical strategy. Thus, we devided our research framework into three subject areas: individual, community and technology. Our aim was to identify the “hot zone” where most
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- What people do?
- What are the trends?
- What’s out there to support? - What are they interested in?
Above: Research Framework
needs and interests from all three parties are intersected. The “hot zone” had informed us about the most appropriate method of service delivery for this user group. As such we had to identify existing technologies, media and touch points that people are familiar with and comfortable using. The research also looked at existing services in relation to active ageing including: The application of new technologies and community networks that would support active ageing. To understand the challenges and the benefits from both the users’ and the community’s points of view.
RESEARCH STAGE I. DESKTOP RESEARCH, OBSERVATION AND QUESTIONNAIRE The main focus of the first round research was to establish the specific criteria for the “hot zone”. The goals included selecting a specific group of users, identifying specific health and wellbeing issues and studying existing service examples and technology. Desktop research and literature review were used extensively at this stage in order to study the subjects at this scale. Some basic primary research activities such as observation and questionnaire were also undertaken for gathering first hand insights. For desktop research, the design team reviewed numerous reports by organizations from both public and private sectors including: • Department of Work & Pension • NHS • Community Service Volunteer A wide range of relevant topics including: retirement, pension service, social isolation, community cohesion, volunteering, telecare, skillshare, etc. were studied during the course of research. For observation, each team member visited their local public spaces such as parks, shops, café, etc. to observe various types of social interactions and seek insights on lifestyles, networks, etc. Questionnaires were also used for street interviews. The design team also attended a social gathering event organized by elderly and senior members in Lambeth at the local library. Other than observing the social dynamic, the team also took the opportunity to prepare the in-depth interview for the next round by testing the interview probe and the interview questions.
Above: Research Activities From top to bottome: Observation, Secondaey Research, Lambeth library Visit
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STAGE I. RESEARCH SUMMARY The research activities during this stage lasted for about two weeks and the research findings were summarized into three major insights:
“social care” to improve health and wellbeing by organizing elderly members from the community into groups that takes care of everyday worries and support social network.2
1. “Social wellbeing is the foundation of both physical and emotional wellbeing.” From a social phychology point of view, there are five dimensions of social wellbeing: social integration, social contribution, social coherence, social actualization and social acceptence. These dimensions are closely related to each other. A social wellbeing problem may be primarily resulted by one dimension but the effects would often through all five categories. (C. Keyes 1998) While all these dimensions seem to focus on the relationships between individuals and society, many literatures that we reviewed during the research have pointed out that there are growing evidences on how each of these dimensions of social wellbeing directly interact with a person’s physical and mental health and wellbeing. Social wellbeing in particular is commonly considered to have a strong effects on causing mental illness. (Nurse J & Campion J, 2006) For instance, social isolation/exclusion - a huge concern for the older population, is highly associated with mental illness, which often results unhealthy lifestyle and causes physicall health problems in a long term. (Phelan, 2001) Other researches also indicate that strategies imcoporating social aspects into the delivery of the treatments improve the effectiveness of the treatment and the efficiency of the health care service. (J Brandling & W House 2009) These strategies are often referred as “Social Prescribing.”1 For instance, the “Circle Movement” by Participle – a public service design firm based in London, employs 9
Above: The health & wellbeing pyramid. Source: “An Integrated Well-being Model” (Nurse J & Campion J, 2006)
“Social Prescribing” aims to expand the options available in a primary care consultation. This expansion is in the direction of strong choices — options that make available new life opportunities that can add meaning, form new relationships, or give the patient a chance to take responsibility or be creative. Usually these services need to be available locally and often within the voluntary, community, and social enterprise sector (‘third sector’). (J Brandling & W House 2009) http:// www.ncbi.nlm.nih.gov/pmc/articles/PMC2688060/ 1
The “Circle Movement” by Participle is a membership organisation for older people, which takes care of everyday worries and supports social networks. The first “circle was launched in Sounthwark in 2009 and more are being developed in other areas through UK. (Participle 2012) http://www. participle.net/projects/view/5/101/ 2
2. “Although many existing “Quantified Self” technologies have imcoporated social aspects like social network, these features are often used to promote physical wellbeing instead of social wellbeing” Looking at the existing services that imcoporated the “Quantified Self” technology for promoting health and wellbeing was a critical step for the team to learn the latest trends in the industry as well as the business models of potential competitors and partners. From the design point of view, we also looked for insights on applying the “Quantified Self” technology in practice. From our research, we had noticed that most current “Quantified Self” technologies or service have a strong tendency focusing on promoting the users’ physical wellbeing through activities such as fitness and healthy diet. Although most of these technologies, which are often based on mobile devices and apps, have incorporated social features such as sharing your activities and emotional feelings with friends in your social network, these features usually function as motivators for maintaining the users’ activity level. For instance, the ranking and competition feature on Nike+ is a classic example.
Above: “Quantified Self” technology and service: Nike+ and Diet Control App Source: Nike Inc., Healthy Living
To understand how technology is used within a more health-intensed context, the team also reviewed some case studies on the exisiting telecare services in Europe. According to a research conducted by EFORTT1, although technology is the foundation of telecare system, their research indicated that many users especially value the human contacts (when they call the telecare center) during the service. Overall, the research had indicated that various social interactions and engagements have played an important role in existing “Quantified Self” technology. However, there is still a gap of using the technology to monitor social engagments and to promote social wellbeing directly.
EFORTT - Ethical Frameworks For Telecare Technology is research programme based at Lancaster University in collaborations with other major European universities. The research primarily address the social implications of ‘telecare’: remote care technologies worn, installed or embedded in the homes of older citizens. http://www.lancs.ac.uk/efortt/ 1
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3. “For the age group of 60-70, employment transitions often have the most impact on their social engagements and social relationships, both of which affect their health and wellbeing in a long term.”
In Japan, sociologists have observed nearly 60% of older females sufferred the so called “Retired Husband Syndrome”3 - a condition where a woman starts to exhibit signs of physical illness and depression when the husband reaches or approaches retirement.
The trend of ageing population has changed the path to retirement significantly. As a result, of all kinds of transitions that our target demographic may experience, employment transition has become a particularly critical transition for this age group. (C Phillipson, 2002)One fundamental change is that the average retirement age for both male and female has been increasing consistently.1 Nowadays, many older workers from the age group do not transition into retirement directly. Instead, many of them transition into a more flexible employment status such as part-time job or self-employment. (C Phillipson, 2002) In other words, there is a growing need for transitioning into different levels of social engagement with employment at this stage of life. The reason behind this trend is very complicated. Some researches indicate that economical trends like recession and budget cut in social welfare being the main reasons. On the other hand, for the group with higher social capital, such transition may be ways to smooth out the effects of ageing. In fact, the so called “Type A”2 people often resist retirement and feel anexious about post retirement life.
Policy makers have also responded to the trend and the government has been enforcing new policies such as the cancellation of the default retirement age of 65 and antidiscrimination regulations for older workers.4 Some corporations, for instance B&Q, have also been practicing age-friendly employment policies to engage with older workers and their social capitals.5
Although the reasons behind the transitions of work/life relationship vary from individual to individual, one fact applies to all. Those who do not receive enough supports and fail to maintain an adequate level of social engagement are more likely to be socially isolated and become ill in a long term. (J Banks & J Nazroo 2012) Isolation and similar relationship changes do not only happen in the context between individuals and society. It could also occur within families and result health and wellbeing problems of family members. (J Banks & J Nazroo 2012)
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Above: Sydney Prior of New Malden, 96. He started working for his local B&Q at age 75 and retired last year. Source: Simon Newman/Reuters 2011
1
The average man now retired at 64.5 years and women at 62 - compared with 63.8 and 61.2. in 2004. (Office of National Statistics, 2011)
2
Type A retiree usually refers to people who retire from management positions with personality icludes hardcharging, status-driven and impatient (NextAvenue.com, 2012)
3
Clinically, Symptoms of Retired Husband Syndrome include ulcers, asthma, high blood pressure, depression and skin rashes and are all caused by the stress of having to deal with this person
4
“Review of the Default Retirement Age” (DWP, 2010)
5
“Recruitment Study: B&Q” (EFA, 2007)
RESEARCH STAGE II. USER INTERVIEWSAND EXPERT INTERVIEW The first round research had helped us to refocus the project on to three major criteria: social wellbeing/social engagement, employment transitions and “Quantified Self” technology for monitoring/mantaining social activities. It also helped us to redefine the problem statement as following: “Retirement has changed people’s lives in a sudden, how can we help them to countinue to have a purpose or a routine and mantain their health and wellbeing?” Based on the new problem statement and the three major criteria, the second round research aimed to fully understand the user’s journey of retirement, especialy regarding the transitions of social engagements. The primary goal was to discover the “functional journey” an user journey behavior and activities, as well as the “emotional journey” - an user journey of feelings. The research also intended to specify the problem statement further on to certain types of ativities for service development. Besides the user journey, to further identify the barriers and enablers/chalenges and benefits regarding service delivery from a service provider’s and a policy maker’s point of view was another priority for the research. The research method primarily used during this stage was in-depth interview. A total of 3 user interviews, which one of them took place in the interviewee’s house, and 6 expert interviews were conducted. All interviews were audio recorded. It is worth point out that during some of the expert interviews, the team introduced some design provocation cards to stimulate conversations and even to brainstorm with the experts for the solution.
From top to bottom: 1.&2. Home visiting for interviewing allowed us to understand the interviewee’s routine and relationship to technology 3. Design provocation cards allowed us to stimulate thoughts during interview 4. One of the experts at the interview brainstorming with us
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USER INTERVIEW
THE 4Ws MATRIX
For this project, user interviews served a critical function in two aspects:
The 4Ws Matrix is an analytic model based on the following questions:
1. From the research point of view, the interviews helped us to organize the findings of the previous research stage and to complete the user journey.
- What people do? -› Activities - Why people do it? -› Motivations - What people know? -› Information - What people feel? -› Emotions
2. From the development point of view, the interviews helped us to establish the conceptual model and to turn the research findings into insights for designing the service.
Each question of the 4Ws matrix reflects an certain aspect of the user experience in relations to health and wellbeing, retirement, community and technology.
Due to the constrains on time and human resource, the team could only manage to conduct three user interviews. However, the design team was able to engaged with one interviewee who will be retired in the next two years and one who has been retired for two years – a perfect mix that helped the team to establish a detailed “before, during and after” user journey of retirement.
Our interviewees: Judie and Graham
Judie 59, female, to be retired in two years, lives with families, has been engaged with volunteering works within the community for a long period of time.
Graham 60, male, retired from a senior position, has been retired for two years, lives alone, now works part time for a housing organization.
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EMOTIONAL MAPPING “I enjoyed the first couple months of my retirement, no more getting early and no more commuting. Then, I started missing working, missing the vibe, the people and the challenge.” - Graham Emotional mapping is an useful tool to reveal the critical moments of the user experiences as the emotional curve changes through the user journey. A great insight we learned from mapping out the users emotions through their journey was that there are many turning points of emotional change in the first couple years of retirement. For instance, as Graham reflected, the initial emotional reaction to retirement is normally positive. However, after a certain period into retirement, negative emotions start to emerge. The user may start missing the social dynamics and engagements from working. Such emotional transition is especially typical for the “Type A” retirees, who normally retired from higher positions and often felt uncomfortable with post retirement life. (NextAvenue 2012) Some experts we interviewed later also confirmed that similar emotional transitions are observed through their engagements with the retirees.
HEALTH/WELLBEING
WHAT PEOPLE DO?
RETIREMENT
- Try to eat healthy
- Plan
- Do volunteers works
- Try to exercise
- Look foward
- Do part-time jobs
- To be active
WHY PEOPLE DO IT?
WHAT PEOPLE KNOW?
- To connect - To communicate - To be entertained - To relax - To work
- To control medical condition(s)
- To enjoy life
- To stay active
- To save time
- To slow down
- To help
- To have control
- To have more time with family
- To be with family
- To experience
- To be mobile
- Try to eat healthy
- Have more time
- Try to exercise
- There are things to do
- To be active
- With young people
- There are people who needs hands
- May do something for financial reason
- Physical ageing is part of life, but I could stay young mentally
WHAT PEOPLE FEEL?
TECHNOLOGY
COMMUNITY
- There is a gap - I miss work/people - I want to do something - for others - More time for myself
- I know where to find helps when needed because I’ve helped others - It’s a big part of my family’s and my life - The joy and pleasure outweights the pressure
- Technology helps - Technology could be dangerous
- I love my iPad - I’m not sure about social network
Above: The 4WS Matrix
PERSONA
Stuart
?
Simon’s Journey to Retirement
Typical Emotional Journey of Retirement
r 35 yrs, me a er 2 yrs ago.
cessful tired from ition.
month 3
month 8
month 14
TYPE A: high social capital, wants to be valued, likes challenges, likes to be with people, likes to stay active.
Key Above: emotional mapping y-savvy. Characteristics phone, and tablet. e shopping.
gn Royal College of Art
TECH-SAVVY: use technology for daily tasks - early adopter. DEC. 12. 2012
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EXPERT INTERVIEWS Through the course of the project, the design team had engaged a total of 6 different experts from governmental, public and private organizations for interviews and each interview had provided the team unique insights from a stakeholder’s point of view. These interviews were extremely valuable interms of generating insights for design development as well validating our previous research. During the interview with expert from Department of Work and Pension (DWP), a great amount of information of the existing supporting policies and programmes was shared. The knowledge helped the team to establish a clear picture of how government departments at different levels work with each other to serve the target users. This also helped the team to appropriately align the service proposition with the directions of future policies.
Experts from CSV, TheAmazings and other organizations that supports retirees by promoting social interactions such as volunteering, skillshare, etc., had provided us great insights on the social dynamics of the users and others in the context of various social interactions. During the conversation with the co-founder of Time Bank, the expert shared great insights on how may technology be applied to promoting exchanges of social capitals. Overall, the interviews were highly valuable in terms of helping the team to identify the barriers and enablers that may be incorporated into our solutions. Understanding the challenges and benefits these organization are facing on the other hand, helped the team to map the stakeholders as well as to propose a business model.
INTERVIEWS: EXPERTS EXPERTS
DWP
CHALLENGES
- Try to get the message out - Outreach can be difficult - Partnership management - Get employers involved
- Incentives can be decentives - To identify different needs from different segments - To avoid assumption
- To build the loyalty to the system - Need more tangible benefits - To encourage people to express their needs
- To get more people involved through more channels
BENEFITS
- Savings on public finance - Improved community cohesion - Reducing social inclusion/lonliness
- Better cares from community - Improved personal wellbeing & community wellbeing
- People exchange time as well as skills - Help to outreach and manage resources
- Exchange of skills, knowledge and experience - Social Network - Being with young people
BARRIERS
- Becoming a carer - Illed Health - Financial difficulties
- Illed Health - Financial difficulties - Access to services
- Assumptions around volunteering
- Time Commitment - Financial difficulties
ENABLERS
- Patnerships with local organizations - Local, regional and national commitees - Multi-generational interaction
- Strong localized network
- TIMEBANKING - technology - Local organizations - Low barrier for activities
- Social Network
MA Service Design Royal College of Art
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CSV
TIMEBANK
AMAZINGS
DEC. 12. 2012
PROBLEM STATEMENT Having engaged with the users and the stakeholders/experts, the problem statement had evolved. The previous problem statement: “Retirement has changed people’s lives in a sudden, how can we help them to countinue to have a purpose or a routine and mantain their health and wellbeing?” had recognized the issue between retirement and health and wellbeing and highlighted the key action maintaining. These criteria had set a good foundation for the project. However, based on our interviews with the users, both the thoughts on “purpose” and “routine” do not seem to be the main concerns of the users. In fact, they would like to take the advantage of the time freed by retirement to do things they like. The real problem actually comes from challenges like: How and where to find the “things” to do? Who can I do these things with? How to use and manage time? etc. In other words, there are issues regarding accesses, connections and personal “resource” management. The issues regarding personal “resources” or “capitals” or “assets” present a very interesting challenge, as well as an interesting opportunity for “Quantified Self.” From our research, it was clear that both the users and the stakeholders are interested finding better ways to exchange and to manage the existing “capitals,” especially those that are freed by retirement. Hence, the problem statement had evolved: “How might we help people recognize, use, and share their capital to promote wellbeing through technology?”
How might we help people recognize, use and share their capital to promote wellbeing through technology?
INSIGHTS SUMMARY Based on the new problem statement, the findings from both rounds of research were synthesized and developed in to 4 major insights:
2. “Evidences of Activities: Progress, Recognition, Outcome and Rewards are Motivating”
1. “Multi-generational Interactions”
Of all kinds of social interactions, multigenerational interaction is widely considered the most attractive and the most beneficial to older people’s health and wellbeing. From the interview, both our users think that being with young people helps them to stay both mentally and physically active. They particularly enjoy helping the young people by sharing their experiences with them. The experience is generally considered rewarding. Experts from the CSV and DWP have also highlighted that opportunity to help young people is a great option for older people to contribute to the community and to feel socially engaged. In fact, some organizations, such as TheAmazings, are set up specifically to promote cross-generation exchange of social capitals.
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The fundamental theory behind the concept of quantified self is that people will be motivated if they could constantly see the progress of their activity. However, unlike fitness and diet, the evidence for social activities cannot be simply represented in absolute numbers. Instead, a mechanism that applies values of recognition, rewards and outcomes to the data is necessary for building motivations for the users.
3. “Personal Social Network Involvement Enhances Lovel of Engagement”
“Volunteer work has become a big of life for myself and for my families and we enjoy our time volunteering together” – Judie As Judie put it, volunteering work has become an important event for her families to spend time with each other. For Judie, family involvement has become a strong motivator for her to stay engaged with her volunteer work. In fact, many existing services such as Nike+ and Jawbone UP, have exemplified that the higher the degree of personal network involvement is, the higher the person’s motivation level.
4. “Customized Personal Capital Management�
Customized capital management tools are important enablers for the users. The lack of control over personal social capital is one of the major barriers that stop people from maintaining a healthy level of activities. This often happened in situations like either the person has no idea about how much capital he/she has or has been overusing his/her capitals. For instance, Judie has been worrying about how to divide more time from her volunteer work for her families. In this case, if she has no idea of how much time she actually has, she might be forced to give up all her volunteer work.
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Source: iakov/sgutterstock
OUR SERVICE REBOOT
OUR SERVICE - REBOOT REBOOT USER JOURNEY The user journey is an idealized user experience of the interactions between the user and the proposed service. A user journey is normally used at the begining stage of design development as a tool to illustrate touch points for developing service prototypes. Following this process, we will take you through the user journey, then the baseline scenario and conceptual model and finally the prototypes of user interfaces for different touch points in details. Following is the story of Jenny: “Hi my name is Jenny. I was a primary school teacher, for over 40 years in fact. I really enjoyed work, especially working with young people, but the world was changing, I was getting exhausted by it all and I was ready for retirement. Work was so busy that my actual retirement day crept up on me. I didn’t realise that retirement would turn my life upside down. Suddenly my life had no structure - hours, days, weeks slipped by. I felt like a second class citizen. I had no role in society and, with no purpose or direction, I felt lost. Then, one day at my local library I found my inspiration when I picked up a Reboot leaflet. Investigating ‘Reboot’ online, I found there was already so much going on in my local area. It was exciting to see the opportunities to contribute to my local community, be part of a team again and meet new people. As soon as I was registered I started to plan an exciting new schedule. A few days later I was joining in at a local community garden. I was so happy to be working with young people, sharing my passion for gardening with them. I was using my skills but it was nothing like teaching, much more interesting than lesson plans and marking homework!
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One day, Susan showed me how to download the Reboot app so that I could keep in touch whilst I was at the community garden (where I was spending a lot of time!) I sent a picture of our work in the garden to my sister and it inspired her to try out Reboot in her area. Now I am always posting new pictures and blog posts on the Reboot site. The community garden project keeps growing and now I’m even a Reboot local committee member. My friends say they haven’t seen me looking so happy and energised in years. It’s like I never retired… I just got Reboot-ed!”
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CONCEPTUAL MODEL The user journey had allowed designers to imagine an ideal user experience of the further is critial to have a conceptual model that defines the principle structure and guideline for the service. The conceptual model also clarified to the team that at what point and in what format the research insights are integrated to the design solution.
BASELINE SCENARIO Baseline scenario is a step-by-step description of the user actions that are necessary for the service to function and to deliver its value. It is very important for developing the interfaces as it establishes the fundamental interactions of the user experience. It is also an useful tool to identify areas to add values to the service and to design service features. The 3 baseline scenario of the REBOOT service: 1. Sign-Up & Engage - the first scenario describes how users set up a profile on our platform and engage the activities they prefer. From the design point of view, it is a key stage for the users to be introduced to the features of managing their capitals and setting up a customized goal for their activities. 2. Quantify - the second scenario describes how the “Quantified Self” features are used during the activity. It defines the types of data that would be collected and the action/interface required for data collection.
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3. Review & Re-engage - the third scenario describes how the evidence of the users’ activities and contributions - the output of the “Quantified Self” feature is delivered to the users. It also defines how, when and in what form that motivations should be delivered to users.
CONCEPTUAL MODEL SET-UP
ENGAGE
REVIEW
ACTIVITY (PERSONAL GOAL)
COMMUNITY GOAL
LOCATION + NETWORK
MOTOVATOR INTERESTS Activity List
TIME
Activity Report
CAPITAL SKILLS
DATA
DATA
- You Feelings - Others’ Feelings - Networking - Photos - Time/Frequency
- Progress - Outcome - # of people - Time - Your Contribution
Evidence of Activity
Above: Conceptual Model
BASE-LINE SCENARIO
DEC. 12. 2012
MA Service Design Royal College of Art
Sign-Up & Engage Sign-Up to REBOOT
Set Location
Set Interests
Set Time Commitment
Set Skills
Networking
Receive “Reminders”
- Emotion - Feedback - Photo
Share
Goal Acheiving!
REWARDS!
New Activity
Review WISH LIST
Select Activity
Review Community’s GOAL
Invite Family/Friend
ENGAGE!
Quantify “Check-In”
Review & Re-engage Receive Your REPORT
Review & Monitor Progress
Re-Engage
NEW
Above: Baseline Scenario
MA Service Design Royal College of Art 24
USER INTERFACES WEB: FOR SIGN-UP & ENGAGE When Jenny registers for Reboot, the service asks some basic questions to understand her more thoroughly, i.e. interest, available hours, specific goals, etc. These interests are then processed based on Jenny’s location and time commitment. By using Reboot’s service,
Jenny is looking for something different to do everyday. Since she spent her entire career sharing her knowledge with others, with Reboot, she chooses to learn some new skills. Jenny is now an official member of Reboot. Once she chooses an activity to attend, she can find more information and contact details of the organizing institution for further details. In order to remain connected, Reboot can
Below: REBOOT website www.reboot.co.uk
www.reboot.co.uk
Tell us about you 1. Your name 2. Your date of birth 3. Where do you live? 4. Where would you want to enagage with your activity? 5. Any mobility issues?
www.reboot.co.uk
www.reboot.co.uk
Tell us your time availability
Your wishlist
1. Your available weekly hours
1. Your interests...
2. Preferred days
2. Who might you want to share with? e.g. groups, age, network, interests, etc.
3. What skills might you want to share...
www.reboot.co.uk
www.reboot.co.uk
Your REBOOT plan
YOUR WISHLIST 1. GARDENING 2. BREWING BEER 3. PHOTOGRAPHY 4. CARS
To change your interests click here
5. FISHING 6. COOKING 7. ADD MORE..
MON
TUE
WED
THU
FRI
SAT
SUN
07:00
SIMON Your available time matching events
08:00 09:00 10:00
Click for more details
BREWING BEER
11:00 12:00
MEETING VOLUNTARY ORGANISATION
13:00
GARDEN PROJECT 1
GARDEN PROJECT 2
HOUSE GARDEN
14:00 15:00 16:00 17:00
11
8
13
18:00 19:00 20:00
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MEETING VOLUNTARY ORG. VISITING LOCATIONS
GARDEN PROJECT 1ST. METTING GREETINGS PARTY
Contact No: 0207 123 1234 Time needed: 5hrs. week Address: Voluntary Organisation, Putney, SW15 Needed materials: A pen & a note
connect Jenny to her friends on other social networks. Jenny was able to get two of her Facebook friends to join her on Reboot. In addition to Jenny’s friends from FaceBook, she was able to build a wider offline network through the activities she participated in. In case of an emergency, and Jenny needs to cancel a session, she can easily amend her time schedule and cancel a session on Reboot’s website.
APP: CHECK-IN, RECORD AND SHARE Jenny now uses the Reboot’s application as well, as the application complementary to Reboot’s website. The application’s purpose is to track Jenny’s activity level and help her achieve her goal. For example, when Jenny arrives on the site of the activity she can check in her attendance and select her mood before and after the session. She can also take pictures during the activity and to share them with her friends or for use in the report that she will receive by the end of the month. The application is also an useful tool for the users to manage their schedules with multiple activities.
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REPORTS: MONITOR, REVIEW AND BE REWARDED
1 2 3
MONTHLY REPORT FOR SIMON STUART
By the end of every month, Jenny would receive a report of her activity records, how much she has contributed to community’s achievements, and how close she is to achieving her goal. Jenny receives a spread page report to help her compare her result’s to the community’s which is believed to make her experience more meaningful. The monthly data reflects the community goals and user’s personal goals. The spread page report help user to compare both results and easy to analyze how much user has contributed and helped community to achieved a certain goals, hence, make user’s experience more meaningful. The overall intention for this concept design is to provide community’s activity information sources that support making connections with different generations with different skills who want to share their knowledge as well as learning new skills to build up and use the social capitals.
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1 2 3
Monthly report for Jenny Stuart
November.2012
Your reboot PlaN November
JaN.2013
mar.2013
brewiNG beer
Your reboot
where You are Now
Your No. of activities
GardeN ProJect
time sPeNt iN activities
10 24 3 fridaY 8 hrs
total number of events you have attended this month. keep it up!
Places visited
Putney school of art and design 14hrs / 5 visits fulham Palace Garden centre 3hrs / 1 visit
Putney school of art brewing beers 5hrs / 2 visits and design, fulham Palace Garden centre, Putney Garden centre
Your Network
Your course eNd
GardeN ProJect 2
commeNts from other members
GardeN master!
commuNitY & Your activities
“he has a great potential to be a good garden planner. his sense of humour and enthusiasm also influence other students as well.” “i love having a conversation with simon. he makes me laugh all the time and looking forward to participating our new community garden together.” “simon, he really is a genuine person. he would help anyone who need help. i’m glad i have met him.”
your activity garden club high school moN
tue
wed
thu
fri
sat
suN
Picture of Your moNth
most frequeNt the most mood iNvolved daY of the week
tony winter, david Phillips, michelle shepherd, Judy walker, elisabeth stuart, Graham boyle, richard lee, James 6 reports, 60% of all activities law
12 reports, 85% of all moods
Above: Monthly progress report
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STAKEHOLDERS & BUSINESS MODEL Based the user journey and the findings from previous researches, the design also identified the key stakeholders and proposed an initial business model for future development and implementation assessment. STAKEHOLDERS Touch points before engaging with the service: • Local Libraries • Employers (Human Resources) • Local Community centers • Department of Work and Pension • Pension Services Touch points after engaging with the service: • Community Service Volunteer • Volunteer Agencies • Universities • Reach • The Amazings
BUSINESS MODEL For the business model of REBOOT service, we will be working with some key partners who will help us deliver the service through to our users. Some of the potential key partners are the local libraries, local community centers, and human resources departments for some big employers in the UK. Those key partners would be the first touch point for REBOOT, where the users first learn about the service and how it can add value to their lives. For REBOOT, our customers are different from our users. Our users are the recent retires who are going through either a career change from fulltime to part time or leaving work completely. This segment of the population have more time on their hands that they might want to put in use with the experience that they accumulated over their careers. Recent retirees might have some interests and activities that they always wanted to do, and now they have the time to do it through REBOOT. The service acts as a platform to connect them to the places where they might find potential support in their goal, for instance, education institutions, Reach, The Amazings and Community Service Volunteer.
BUSINESS MODEL
Above: Business model canvas
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MA Service Design Royal College of Art
DEC. 12. 2012
Those organizations would be the main revenue streams for REBOOT as they will have to pay a certain amount for their services to be listed in REBOOT website and connected to potential users to their services. REBOOT adds value to both its users “recent retirees” and its customers “listing organizations” through meeting their supply and demand. As the users supply all the knowledge and extra time to the organizations that need them, in either taking classes, volunteering, consulting or working part time. REBOOT also helps recent retirees ease the transition between fulltime commitment to retirement as it offers other opportunities that are less time consuming. REBOOT’s platform encourages multi-generational exchange through the wide network of organizations involved, which include people from all ages and backgrounds.
WHAT’S NEXT? Further analysis will take place on how, when, where, and why the users engage with Reboot application. The application should be approached in a way that allows the users to self-motivate. Some factors that could play a role in such behaviors are language, visuals, connections, ease of use and others that will be discovered after the analysis.
In order to add that value to users and customers, REBOOT needs to have a strong network across the country, which would require us to hire people to go out and build that network. Since the main channel for delivering REBOOT service is web-based, web development and maintenance would take up a large portion of the cost structure.
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REFERENCE “Definition of Quantified Self” QuantifiedSelf.com 2013 “Review of the Default Retirement Age” DWP, 2010 “Ageing Wll” Brian Keating, DWP, 2012 “Mid-Life - a time for transitions” Beth Johnson Foundation. 2010 “Social Well-Being” Corey LEE M. Keyes, Emory University, 1998 “Mental Health & Wellbeing in South East” Jo Nurse and Jonathan Campion, 2006 “Social prescribing in general practice: adding meaning to medicine” Janet Brandling and William House, 2009 “Transitions from Work to Retirement” Chris Phillipson, 2002 “Telecare for Older People Living at Home” EFORTT, 2011 “The Dynamics of Ageing” James Banks, James Nazroo, Andrew Steptoe, 2010 “Effects of creative and social activity on the health and well-being of socially isolated older people” Colin J Greaves and Lou Farbus, 2006 “Raising retirement age is a short-term fix” The Guardian, 2010 “Recruitment Study: B&Q” EFA, 2007 “Quantifying Our Lives” VentureBeat.com, 2012 “When Type A Personality Retires:” NextAvenue.com 2012
What is Reboot?
REBOOT is a service that supports recent retirees who are looking for a way to maintain their social engagement and activity levels following retirement. REBOOT has been designed to meet the twin challenges of an ageing population and a need to encourage healthy lifestyles following retirement. Retirement is a significant and often difficult point of transition in people’s lives. Not only does it represent the ageing process it also involves significant changes to social status, routines, family and marital relationships. There is growing evidence that maintaining social wellbeing following retirement can lead to a longer and healthier later life. REBOOT aims to address these issues by providing access to opportunities for soical engagement as well as the tools for monitoring and improving activity levels for better physical and emotional wellbeing. We believe that through activities of sharing, using and learning – the exchange of people’s social capital, that the users’ as well as the community’s wellbeing will be improved.
Service Design Royal College of Art Dana Centre, 4F 165 Queen’s Gate South Kensington London SW7 5HD service-design@rca.ac.uk