JESSICA NEWELL Service Design, Design Research, & Graphic Design
2
My name is Jessica, I am a recent Design Innovation and Service Design graduate from The Glasgow School of Art. I have a keen interest in Service Design and Design Research. In 2015, I received a BA (Hons) in Graphic Design from Camberwell College of Arts, University of the Arts London. In order to expand my skillset, I decided to study for my Master’s degree at The Glasgow School of Art. I love Design Innovation as it allows me to use my intellectual curiosity and inquisitiveness to imagine new and alternative scenarios and devise creative outcomes to change the things that affect everyone. For me, it is about exploring life’s little complexities and unpacking new domains. I am passionate this process - deducing what makes people ‘tick’, uncovering people’s ‘latent’ needs and motivations, and challenging the existing parameters of services, systems, policies and environments which, ultimately, inform and shape our daily life. Over this past year, I have undertaken a range of explorative briefs both self-initiated and client-led, and I have developed an expertise in the innovation process. I am confident in working in multidisciplinary teams that comprise of both designers, and non-designers and I am comfortable handling and interpreting complex and ambiguous information.
CHAT 111: NHS 24 Live Project
01
Pledge-What-You-Want
02
Community Protected Sites
03
Mapping healthcare actors
04
Contents
About me
Education
Skills
Glasgow School of Art Glasgow, 2017- 2018 MDes Design Innovation and Service Design Merit, Validated by the University of Glasgow
• Ethnographic research • Evidence and context-based design • Prototyping • Presenting • Synthesising and communicating research
University of the Arts London London, 2012 - 2015 BA (Hons) Graphic Design Upper Second Class Honours
3
CHAT 111: Expanding the digital offering of the 111 Service Client: NHS 24, NHS Health Scotland Type of work: Design Research/Service Design Date: February - April 2018 Extent of the project: Three months part-time Team members: Qin Lu and Mengxi Yang
Introduction A thirteen-week live project exploring how NHS 24, Scotland’s national digital health provider, could provide a more effective and patient-focused system to improve their out-of-hours offering in the midst of technological advancement and social change. Through a Design Research process, we developed an AI chatbot which facilitates a proactive approach to the self-management of healthcare needs. We also proposed a new framework for how the system could operate if it were to signpost patients to services and self care information, without going through an over-burdened central point.
Context The 2020 vision for the future shape of Health and Social Care in Scotland has a focus on “prevention, participation and supported self-management”. Currently, under the larger umbrella of NHS Scotland, NHS 24 aims to provide telehealth and telecare services to the Scottish population. Though there are a number of existing services with digital touchpoints that aim to empower patients to take control of their own health care, these are somewhat limited at present. We focused on the NHS 24 111 service, which allows people to seek medical advice when their local GP surgery is closed or when a concern is not considered serious enough to visit A&E.
4
Research Process
Desk Research
PHASE 1: RESEARCH & DISCOVERY
Online Forums Research
Evaluation
Qualitative Research using Online Forums such as Mumsnet and Care Opinion where users can confidentially share stories about their experiences.
Presentation to NHS 24 employees and stakeholders.
Emerging Trends Research
Reimagined Journey & Blueprint
Trend cards identifying the social, technological, economical, and political healthcare trends.
Reimagined Customer Journey to visualise the new, optimised customer experience and Service Blueprint to envision the organisational changes that would need to take place.
PHASE 2: ENGAGEMENT
Paper Prototyping
In-depth interviews with service users and frontline staff inc. Call Handlers, Nurse Practitioners, and Team Leaders to comprehend the variation of the service experience of different stakeholders.
To think of where certain features should be placed and ordered, and to tailor the design and understand users needs.
Customer & System Mapping Customer Journey Mapping in order to put together a visual representation of events, and System Mapping to visualise the current structure and how an improved structure might look.
88% of people would be willing to share their personal information for the sake of improving care.
50%
For 50% of users to evaluate their care as ‘excellent’ this would require calls to be answered within 30 seconds and call-backs within 20 minutes.
58%
58 percent of smartphone users have downloaded a fitness or health app.
PHASE 4: DELIVERY & EVALUATION
Ethnography
PHASE 3: ANALYSIS & SYNTHESIS
88%
Storyboarding Storyboarding to think about how the idea would work in practice and revise some of the ideas that were initially part of the design proposal.
PHASE 4: IDEAS & PROTOTYPING
21%
Engaged patients have up to 21% lower health care costs.
“Technological advances, including online banking, smartphone applications, and social networks are altering patient’s expectations about the availability of medical information and about how and where health services should be delivered.”
5
Customer Journey Mapping We put together a user journey to understand the typical sequence of events, including a ‘data’ section which provided a visual overview of people’s expectations of the service compared with the actuality of the amount of time it takes the service to deliver help. The map helped us to identify that patients. will mainly associate a successful service with a quick service. We realised that making the service speedier was unlikely to be a feasible goal and therefore we felt that we had to find a method to manage users expectations by keeping them informed at each stage, giving them the impression of a speedy system.
6
STAGES
AWARENESS
HELP SEEKING
SELF-CARE
ASSESSMENT & TRIAGE
CLINICAL QUEUE
DISPOSITION
ACTIONS REGULAR GP VISITS
+ EMOTIONS
_
EXPERIENCE HEALTH CONCERN
LOOK UP SYMPTOMS ONLINE
ADMINISTER SELF CARE
PUT THROUGH TO A CALL HANDLER
CALL THE NHS 111 HELPLINE SERVICE
DESCRIBE SYMPTOMS TO A CALL HANDLER
CALL HANDLER ARRANGES A CALL-BACK FROM A MEDICAL PROFESSIONAL
CALL IS RETURNED FROM A MEDICAL PROFESSIONAL
REDESCRIBE SYMPTOMS
RECIEVE FINAL DISPOSITION FROM HEALTH CARE PROFESSIONAL
REFERRED TO CORRECT CARE/SELF-CARE
SATISFIED REASSURED AT EASE
RELIEF WORRIED POWERLESS
IMPATIENT CONCERNED NERVOUS
PAIN POINTS
SEEK ADVICE FROM FRIENDS AND FAMILY
Without personalised health and care information.
Limited modes of access.
TIRED WORRIED
ANXIOUS
The process is disjointed and patients have to answer inappropriate and repeat questions.
No callback or follow-up process with the patient to check if symptoms are improving or worsening.
Unsuitable advice.
7
Relationship Mapping We made this map to visualise the different ways that people come into contact with the NHS 24 service and how there is a nodal overload with the traffic coming through 111. NHS Inform provides self-help information, however the self-assessment tool that it is based around directs you to call the 111 helpline if the answer is inconclusive. Many people find the lack of specific personalised interaction unnerving and therefore they don’t tend to trust this form of triage. Speaking to family members might additionally cause greater anxiety about the illness and the 111 telephone line is the only way to seek help out-of-hours. We thought that there could be a better continunity of service by patients answering a series of questions online and then accessing the 111 service from there.
NHS self-help guides Feel confused and call 111
Internet
Google it
Visit NHS 24 website
Phone
Call 111
Call 999
Personal
Speak with friends and family
Feel calm
NHS Inform
Book GP
Feel anxious and call 111 Feel nervous
8
Suggest calling 111
Systems Mapping We made a system map to visualise the current structure and how we imagined an improved structure might look. Through the visualisation process, we could see that the current system was antiquated and focused on ‘dependence’ – all of the service users go directly through Call Handlers who then make a referral to another person or service – a signpost. We felt that the system could be reconfigured to ease pressure on the call-centres and give patients direct access to the correct medical service without having to go through the over-burdened central point.
Ambulance dispatch Pharmacy Dental
Ambulance dispatch
Minor injuries
Health Information
Emerg. department
Emerg. department
Health concern
New access point
Health concern
Mental Health
Help-seeking
Pharmacy Self-care advice
Health Information Mental Health
Out of Hours GP
Out of Hours GP
Minor injuries
Dental Self-care advice
9
Insights “I called over three hours before but I still hadn’t received a response - There was no follow-up. I was looking for an indication that my call hadn’t gone into the ether.” Amrin, Service User
Even spread amongst NHS Services
“I waited a long time before deciding to call. I thought that the symptoms would go away, but they started increasing. I was waiting for the situation to worsen.” Gianine, Service User
Lack of information regarding the progress of the assessment led interviewees to ring the emergency services – thus putting a strain on an already busy service, and by passing the aim of the 111 helpline.
“They told me where to go, but they didn’t tell me how I could get there. I also had the pill that the Doctor prescribed me at home. It wasn’t suggested I could self-medicate.” Natasha, Service User
Better support for patients Following the telephone call, there is no way for the Call Handler to forward the self-care advice and other information on to the patient so that they can ensure that the instructions they gave out are not at risk of being forgotten or misremembered.
10
Multiple Access Modes + Continuity and Consistency of Care Due to the restricted mode of access to the service, there is no other way to seek the medical help required without placing a phone call, even though this wouldn’t have been the preferred course of action for many interviewees. During the waiting period, there is no contact or follow-up process from NHS 111 to either establish the progression of a patient’s symptoms, or to keep the patient informed on the status of their query.
Synthethis We identified that there was an opportunity to expand on the existing webchat offering and create a new point of interaction which patients could hypothetically contact before placing a phone call, thereby facilitating an articulation of concerns beyond a voice call and providing patients with the capacity to act responsibly when it’s needed. We also wanted our final design solution to provide patients with a sense of continuity, by allowing them to keep up to speed with how their assessment is progressing and providing them with self-help tips so that they can monitor their condition and information on the progress of the assessment.
11
Paper Prototyping Building a database
Receive an invitation to join the new 'symptom checker’ service.
Go to the website to register.
Fill in basic information and sync health data.
Add NHS 111 as a contact to your phone.
During out-of-hours
Open the SMS on your phone.
Advised to engage in self care.
12
Describe the symptoms of your health concern.
Instructions for self care are sent via email message.
Checker triages symptoms and packages the info to the appropriate medical professional.
Receive prescription, and guidance to the local pharmacy.
Go to retrieve medicine.
Receive a call back from health care professional.
Receive a follow up message from 111 checking progress of symptoms.
Service Blueprint
CHAT 111 SERVICE BLUEPRINT DISCOVER
MODE OF ENCOUNTER
ASSESSMENT
ACCESS
POSTERS
LOCAL NEWS AD
MAINTAIN
APPROPRIATE CARE
111 CHATBOT
111 CHATBOT
111 CHATBOT
111 CHATBOT
111 CHATBOT
111 CHATBOT
Notice that you are starting to feel unwell and begin to interact with Chat 111 by sending a message about your symptoms.
Permit Chat 111 to access to your health records.
Answer a series of symptom based questions which help to assess your condition.
Attatch a photo or a sketch to aid with assessment.
Receive a message that an appropriate clinician - nurse, GP etc. needs to follow up with you, and that you have been placed in the clinician queue for a call.
Receive an estimate of how long it will take to get a call for further assessment.
111 CHATBOT
111 CHATBOT
CLINICIAN
111 CHATBOT
Receive self care advice and messages of reassurance.
Accept a call back from a clinician, and receive advice and a referral to the correct service e.g. GP
Receive an email containing a summary of the conversation, including advised self-care instructions and details of the face-to-face appointment.
Retrieve the email the next day to quickly and efficiently find out the time and location of the appointment.
Send self care advice to help the user to manage the symptoms.
A clinician calls the patient to give clincal advice and a final disposition.
WHATSAPP FACEBOOK MESSENGER TEXT MESSAGE
USER ACTION
Find out about the new NHS 24 ‘Chat 111’ service through posters at the local Pharmacy and General Practitioners.
Add Chat 111 as a personal contact on your preferred messaging application.
Create and distribute promotional materials.
Send a welcome message and user guidance to the new user.
Answer a series of follow-up questions to monitor symptoms and check if they’re worsening or if new ones are developing.
LINE OF INTERACTION
FRONT STAGE
Ask the user a series of symptom based questions to assess the condition and determine the most appropriate course of action.
Send a message to the user to notify them that they need to be connected to a clinical advisor and that they have been placed in the clinician queue for a call.
Ask a series of follow-up questions to monitor how the condition is progressing.
LINE OF VISIBILITY
The system accesses the electronic summary of key information from the patients GP record to inform the assessment.
BACK STAGE
The system uses answers from key indicator questions to determine the clinical expertise that’s needed and to estimate how fast the response time will need to be.
The system automatically sends an estimate of how long it will take to get a call for further assessment as soon as the case is sorted into the First Advice Queue.
If there is a significant change in symptoms the case is reprioritised in the First Advice Queue and the case is sent to a 111 staff member for review.
The system creates a summary of the call transcription, including details of self care instructions and the face-to-face appointment.
KEY CHAT 111 USER NHS 24 STAFF SUPPORT FRONT-STAGE
The system uses the three most relevant keywords from answers to key indicator questions to prioritise the case into the First Advice Queue.
The system sends an email to the appropriate service with a summary of the call and the advised self-care instructions.
BACK-STAGE
The system uses algorithm technology to prioritise care needs into the First Advice Queue to receive a call.
A summary of the call and the keywords are double-checked by the Head Nurse.
13
Chat 111 Our final design proposal was Chat 111 - a Chatbot which uses AI technology to help patients to assess their symptoms and then forward that information, and additional medical information, onto call handlers to review in out-of-hours periods. The application will ask three follow-up questions about the progression of symptoms, ask service users to draw or attach a picture to provide more contextual information, and send self-management advice to help patients manage their health condition. We believe this will give patients the opportunity to proactively assess their own health symptoms whilst they’re waiting for a call back. We believe that the users of the service could add the contact information to a messenger service, such as Facebook or Whatsapp. The visibility of the service would be gained through receiving a text message from the organisation or advertising in local pharmacy or GP surgery. Chat 111 is aimed at smartphone users living in Scotland and can be accessed through existing messaging applications; users can chat with 111 on the application of their choice, as everyone has their own preference. Depending on the outcome of its digital assessment, Chat 111 may provide patients with the opportunity to schedule a call with an appropriate medical professional from the 111 team. In the meantime, the bot can talk to patients to monitor symptoms and provide self care instructions. Chat 111 will also be able to inform patients of the rough estimated waiting time to recieve help. We believe that providing patients with the opportunity to interact with a Chatbot throughout their patient journey could provide comfort and reassurance during vulnerable circumstances and nudge people toward taking more ownership over the management of healthcare needs.
14
15
KPCafé Service Redesign Client: Group Project Type of work: Service Design/Design for Social Enterprise Date: February - March 2018 Extent of the project: Eight weeks, part-time
Introduction An eight-week Service Design project looking at different ways to build a compelling value proposition for KPCafé. The aim was to add value to the customer experience for potential users of the café and those already attending the meal events, to help to shake off the old-fashioned perception that community meals are only for people who can’t afford food, and to ultimately encourage people to continue to contribute what they can afford so that the café can continue to receive waste food deliveries from FareShare and therefor continue to spark conversations around waste food and ethical eating.
Context Kinning Park Complex is a not-for-profit multi-use community centre. The centre runs a variety of projects, including the Waste Not Want initiative, to help combat social isolation and engage people attending the centre in sustainability and waste conversations. At part of the Waste Not Want initiative, they run a community café on Tuesday, Thursday and Thursday evening lunchtime, plus Sunday. The café uses surplus food, which would otherwise have been thrown out from the supermarket, to create delicious meals for local citizens.
16
Process
Desk Research
PHASE 1: EXPLORATION
Stakeholder Map Stakeholder Mapping to determine the various groups involved with the café and their relationship to the Waste Not Want project inc. staff, volunteers, centre users, and food partners such as Fareshare.
Reimagined Customer Journey
Dimension Mapping
Reimagined Journey to envisage what a typical user scenario would look like and the new ways people could find out about the service.
Dimension Mapping to chart food waste reduction initiatives and platforms, and highlight any gaps in the range of current ideas on the market for engaging people in sustainability conversations.
Affinitisation
PEST analysis to identify social, technological, economical, and political key trends for the Food and Beverage Industry and the Sharing Economy.
Affinitisation to make sense of the information we collected from our ethnographic research, user insights, PEST analysis etc.
Engagement
One in eight people haven’t shared a lunch with friends or family in six months – either at their home or in a café, pub or restaurant.
PHASE 4: DELIVERY & EVALUATION
PEST analysis
PHASE 2: ENGAGEMENT
Almost one in four low-income families have difficulty eating regularly or healthily.
Micro Customer Journeys
The average adult eats ten meals out of twenty-one alone every week.
4.4m
Around 7.3m tonnes of food waste was thrown away in households in 2015 - 4.4m of which was avoidable.
69%
Around 69 per cent of people have never shared a meal with any of their neighbours.
Micro Customer Journey Mapping in order to comprehend the variation of how different people experience the café.
In-depth interviews with centre users and café staff inc. Racheal Smith, the Programme and Operations manager. PHASE 3: ANALYSIS & SYNTHESIS
17
Dimension Map Next, using our research question, we highlighted gaps in the market. Through this process, we were able to see where the café’s offering fits in relation to the other services. We were able to idenfity that, unlike other companies that aim to engage people with the waste food message, there is no ‘experimential’ element to the cafe. Other iniatives with a waste food message cultivate their interior and design offerings and make their restaurant desirable places you go for the experience. In the right hand corner there are NPO organisations which prepare and share surplus food that would otherwise go to waste. This supports people experiencing food poverty and/or social isolation, and helps raise awareness of food wastage by bringing people together to eat. In the bottom left have corner, there are social enterprises that have adopted a “business-like” approach to reducing waste food and packaging in order to turn a profit whilst simultanteously helping to create more sustainable systems that benefit both the environment and the community.
PRACTICALITY
OddBox The People’s Kitchen Locavore
Food Cycle
Olio Mimica
Waste Not Want NoFoodWasted
Nada Grocery
GROUP
SINGLE The Real Junk Food Project
Food for Soul
Too Good To Go Hel Yes!
Conflict Kitchen
Wasted Throw Away Gourmet
Tiny Leaf Solar Kitchen
EXPERIENCE Soul Food Sisters
18
Foodstand
Engagement & Personas We spoke to existing users of the service and engaged with the Programme and Operations manager and important stakeholders at Kinning Park Complex. We created Personas to represent the different types of customers that might use the service on each day. From our research, we determined that, depending on the day of the week, different groups of people use the community café. On Thursday evening, when the pay-as-you-want community meal event is followed by a film screening, there is a larger proportion of young people. On Sunday, when the café hosts a ‘Meal and Mend’ event, the space is frequented by women from the BME community. The café also has a regular user base which is mostly comprised of men aged between late 30s – 50.
“It’s great to meet people outside of University who I can engage in stimulating debates with.”
Caroline
Occ: Student Age 24 “I live on a tight budget so I only have a limited amount of money to feed my family each week.”
“I am socially-minded and I enjoy engaging with a diverse range of people in my local community.”
Parveen
Anthony
Occ: Housewife Age: 38
Occ: Bus exec. Age: 58
Profile. Profile.
“I was born and raised in Glasgow. As a housewife taking care of a growing family, I don’t have a whole lot of free time to myself. In the downtime I do have, I enjoy making craft works and attending the BME Women’s Project where I can meet and socialise with other women from diverse backgrounds.”
Motivations.
“I like attending the Meal & Ment event on a Sunday afternoon as it helps me to get out of the house and develop my sewing skills. I can also bring my kids along to play with the other children in the neighbourhood whilst I socialise with my friends. I can pay at my discretion, which is attractive because I’m on a tight budget.”
Pain Points.
“The choice of food options at the café is extremely limited for myself and my children as there aren’t a lot of Halal options on the menu. I also worry about the wellbeing of my children when I’m preoccupied with the sewing.”
Profile.
“I was born in Govan and I feel a strong sense of connection to the local community even though I don’t live here anymore. I am interested in sustainability and I often take part in up-cycling and repair workshops at the local community centre.”
Motivations.
“I try to come to the café as frequently as possible because it’s more affordable than eating out at restaurants and I don’t have to eat alone. I enjoy socialising with the diverse range of people that attend the meal events and I am attracted to the ethos of the café as I consider myself to be environmentally-minded.”
Pain Points.
“The website isn’t updated regularily and I don’t have a Facebook account so it’s hard to keep up with what events are on at the café. Even though the food is delicious, there’s not much variation on the options week-to-week. I wish my friends could come with me but they don’t seem very enthusiastic about the project.”
“I’m a design student at The Glasgow School of Art. I can’t afford to go out a lot because I’m a student, but when I get the chance I can be found visting museums and going to the local independant cinema. I like being involved in my local community because I enjoy contributing to the wellbeing of others.”
Motivations.
“I attend the film screenings at the café because I enjoy watching movies about topical issues. The café has a pleasant and inclusive atmosphere, and it’s a great place to meet new people outside of University.”
Pain Points.
“I’m not sure if the event is targeted to an open audience, or whether it’s meant for a select few. I enjoy going to the film screenings but I don’t have the confidence to approach any of the other attendees, and I don’t usually interact with the volunteers. Sometimes this makes me feel seperated from the other users. ”
19
Micro Customer Journeys We created three micro customer journeys from the data of interviewees who we felt best represented a different category of attendee. From the mapping, we were able to ascertain that some attendees were looking to meet new people and develop friendships, whereas others were motivated to attend because of ethical and environmental reasons.
Insights Through our research, we identified that paying for the meal was one of the most important interactions of the service, but leaving a donation elicited feelings of negativity due to the lack of clarity surrounding an appropriate donation amount and the stigmatisation of needing assistance. We also established that, due to the lack of collateral and activities around waste food, the food waste message wasn’t communicated effectively to incomers and customers are made to feel as though they are taking a meal away from somebody in need - as opposed to receiving a plates worth of food for a lower price that would otherwise have gone in the bin. The lack of engagement with the ethos of the cafe and the lack of follow-up contact with attendees after the event left people feeling that it wasn’t really meant for them.
Customer Journey: KPCafé Persona: Anthony is a fifty-eight-year-old Business Executive. He goes to community meal events as frequently as possible because he doesn’t know how to cook, and feels isolated eating on his own. Anthony walks to the café each day because he lives in the local area, and he usually attends alone.
STAGE
DISCOVER
PLAN
TRAVEL
ARRIVE
Anthony walks to Kinning Park complex from his home.
Anthony arrives at Kinning Park.
ACTIONS
Anthony finds out about Kinning Park Complex and the pay-as-you-want community meal event while listening to Sunny Govan Community Radio.
Anthony searches for Kinning Park Complex on the internet to find out more information about the centre, and to see what other classes and events they have to offer.
Anthony looks at Kinning Parks website to see when the next community meal is taking place. He checks the events page to see if there are any other activities that might peak his interest.
THINKING
“I regularly eat meals alone, so it would be nice to enjoy the company of other people.”
“I don’t have a Facebook account and most of the events are advertised on social media.”
“I like that there are many different and varied events, but the website is out-of-date and it’s difficult to find out what’s on, and when and where events are taking place.”
TOUCHPOINTS
- Community radio
- KPC website
- KPC website
POSITIVES & CHALLENGES
The pay-as-you-want meal event provides a great way for local residents to interact and socialise with other people in their community.
The community meal event is mainly promoted on Facebook, but many customers and prospects don’t have access to an account. Difficulty finding a full event calendar might confuse and discourage potential attendees.
OPPORTUNITY
How can the service reach out to groups within the local community that are not currently using the service e.g. elderly people, that might benefit from social eating?
How can the event be promoted consistently across all platforms?
PREMEAL
Anthony goes to retreive a hot drink from the tea and coffee station.
Anthony socialises with other attendees and volunteers.
BROWSE
Anthony goes to wait in line for a pay-as-you-want meal.
Anthony browses the range of food options and serves himself several dishes from the buffet spread.
“There is a good mix of people at the event.”
“I hope there’s someone I can sit with.”
“The food is delicious but there isn’t much choice on the menu.”
- KPCafé posters
- Volunteers
- Chalkboard
- Chalkboard - Food descriptor - Volunteers - KPCafé posters
It’s difficult to try to find out information about the community meal event as it’s publicised on the ‘Waste Not Want’ subpage instead of in the ‘Whats On’ section of the website - where all the other classes and events are listed.
There’s a window of time before dinner that gives attendees the opportunity to grab a drink and socialise with each other before the meal begins.
The café is visited by a wide range of people from a diverse range of backgrounds, including the Black and Minority Ethnic community; the migrant community, such as asylum seekers and refugee; and students.
It is isn’t communicted that there is an open seating policy, and people might be too intimidated to approach attendees if they suffer from anxiety and/or they’re not regular users of the service.
As the meals are prepared from waste ingredients there isn’t much scope to change the menu, as the elements are determined by the surplus food that’s delivered by FareShare.
How can there be a clearer promotion of the event on the website?
How can the window of time pre-dinner be better utilised to encourage interaction between regular attendees and first-time visitors?
How can the café promote the fact that they welcome customers from any background, and is there a way for the service to be more welcoming to diversity on a day-to-day basis?
Is there a way to transform the physical space to encourage engagement and could an engagement activity make interaction with other attendees an inevitable part of the event experience?
How can attendees have more influence over the creation of the menu?
“There is a good mix of people at the event.”
- Welcome banner - Literature stand - Food donation table
HAPPY EXCITED
APPRECIATIVE
EAGER ANTICIPATIVE
FRUSTRATED
WORRIED DISSAPOINTED
EMOTION
INFORMATION
20
INFORMATION /TOUCHPOINT INSIGHT
Upcoming community meal events are publicised on Twitter and Facebook but there’s no information on the ‘Whats on’ section of the website unless the event is being promoted with another ‘Waste Not Want’ project e.g. Meal & Mend
New visistors who are coming to the site for the first time aren’t able to easily locate information about the project, and there is no channel in place for the centre to maintain contact with new or existing prospects.
Even though the interaction of serving drinks can be used as a way to facilitate valuable engagement between attendees, the self-service model of the café doesn’t enable contact between different groups.
The chalkboards above the service area are blank and could be put to better use as a touchpoint at another point in time in the customer journey e.g. as a tool for community engagement with the service
OPPORTUNITY
Can the community meal events be advertised consistently across all platforms? And how can a unique identity be created for the meal event to distinguish it from other service offerings at the centre?
Is there a way for the centre to build contact with regular customers and prospects?
How can the existing artefacts and infastructure at the café be adapted to subtly spark conversation between attendees?
Can the placement of the chalkboards be changed so that the artefact can more successfully be utilised as a touchpoint in the service?
DISAPPOINTED
Pledge-What-You-Want
EAT
CLEAR AWAY
DONATE
LEAVE
food veral ad.
Anthony looks for an open seat to sit down at and eat his meal with the other attendees.
Anthony finishes his meal and a volunteer comes over to collect his dirty dinner plates.
On the way out, Anthony leaves a contribution in the donation box.
Anthony leaves Kinning Park Complex.
e isn’t ”
“I prefer eating most of my meals with other people.”
“I don’t always get a chance to talk to other people”
“It’s more affordable to eat here than at a restaurant, and I don’t have to eat alone.”
“I am a regular Twitter user and I enjoy sharing my personal experiences online. I often tweet about my visits to the café in order to encourage my friends to come with me next time.”
- Volunteer
- Donation box
As attendees eat meals together, groups at increased risk of social isolation, such as students, new mothers, carers and retired people etc. could benefit from social bonding through dining with other people.
Attendees can pass through the service without engaging with other visitors and/or volunteers, and are not active participants in the delivery of the community meal.
As attendees pay their desired amount for the meal, it can be economical to use the service if you’re on a tight budget or if you don’t know how to cook.
There is a stigma attatched to attending a community meal as typically community meal events are organised with the aim of fighting food poverty.
How can the benefits of social eating effectively be communicated to potential users?
How can the community meal provide a meaningful experience that actively engages users in the delivery of the meal and encourages them to come back and use the service again?
How can the affordability of the service effectively be communicated to potential users?
How can we change the perception of a community meal to make it more appealing to a broader range of groups?
waste ope to nts are d that’s
fluence nu?
- Triangle tent card - Dishware - Tables and chairs
Our final outcome is a new ‘Pledge What You Want’ donation model - an extension of the ‘Pay What You Want’ donation model where customers make a commitment to the cafe in return for food. The idea is that people pay, or make a commitment to the cafe, in return for their food after they’ve left. Following the event, an email is sent to the attendees thanking them for coming to the event and providing them with a suggested donation amount, to ease any feelings of uncertainty over how much the food is worth. There are also other methods of payment, such as ‘pledge challenge’ and ‘pledge swap’ that focus on engaging the community with the waste message and allowing them to have a meal in exchange for an ethical activity. By implementing a suggested donation amount and emphasising that there is no obligation to pay for their food if it’s not good, we hope to shift the attention from ‘receiving a free meal’ to ‘paying a lower price for good food that would otherwise go to waste’.
HAPPY
SATISFIED FRUSTRATED
DEJECTED
There are no chances for attendees to get involved in the preparation and delivery of the meal, and there are no opportunities for attendees to learn about how they can make a meal out of leftover ingredients?
The information poster that accompanies the donation box doesn’t provide any information about food loss and waste facts which could help to perpetuate the ethos of the café.
People might be put off attending the event because of the stigma attatched to receiving a subsidised meals.
Is there a way that attendees can contribute to preparation of the meal and/or help to shape the café menu each week based on the delivery of ingredients from FareShare?
Is there a way that the café can positively communicate the cost of food wastage and the benefits that eating at the café and participating in other centre-run sustainable activities can have on the environment?
How can the cafés social media be utilised to help tackle the perception that community meals are only on for people on low or no income?
21
KPCafĂŠ Service Redesign Client: Self-initiated Type of work: Design Research/Service Design Date: August - September 2018 Extent of the project: Three months part-time Team members: n/a
Home - Protected Sites J
https://www.communityprotectedsites.org
community protected sites
Introduction A ten-week project investigating how people give form and shape to their community. Exploring this in a Scottish context, I set out to investigate the Planning System in Scotland, which citizens perceive is driving large scale unwished-for developments in locations driven by the changing market. As rural spaces areas become more dramatically more artificial, our understanding of what it means to co-exist alongside nature is being dramatically altered. This new rural increasinly reflects the makeup of urban areas; its increasing artificiality poses important questions about how we seek nature – whether it is something that needs to be considered and present within the community, or something that we go that we go elsewhere to seek.
p.sherman
Protect a site Where EH55 HLU Kilsyth
Type Cumbernauld
Reason: Recreational
Chryston
Functional Coatbridge
Context
Local History
Airdrie Shotts
Why is it important?
The Planning Bill in by the Scottish Government has increasinly sought to introduce new measures that would give communities better opportunities to influence the future of their areas, however there is no current method for residents to protect sites that have, seemingly, no historical or ecological interest. At present, Scotland operates under the UK model, where areas of land, or sites of national importance, can be listed and protected.
e.g. There’s a remembrance bench there Motherwell
Submit
Further protection for community areas are sought after as the housing crisis increases and many areas of land that are important landmarks to the people who live there, are at risk.
22
Research Process PHASE 1: RESEARCH & DISCOVERY
Desk Research The Biophilia Hypothesis put forward the idea that biolphillia is inbuilt within humans and we have an ‘urge to affiliate with other forms of life’. However, we continue to create spaces which do not foster wellbeing or provide provisions for connecting with nature. PHASE 2: ENGAGEMENT
Interviews Interviews with ‘Save Woodhall and Faskine Greenbelt’ group to understand the implications of large-scale development from a resident’s perspective, and an interview with a prominent conservation charity dedicated to prioritising the natural environment. I found there is a need to improve democratic engagement in planning local citizens don’t have a say in how the development of their local area is taking shape and input into the current process is perceived as ‘tokenistic’.
Reimagined User Journey
55%
Around 55 percent of the world’s population is thought to be living in an urban area or a city, with that figure set to rise to 68 percent over the coming decade.
62%
There has been a 62% increase in the loss of greenfield Green Belt land since 2013, with 315 hectares lost in 2016/17 alone.
I created a user journey to understand what the process would be if you needed to trail the initiative in real life.
PHASE 4: DELIVERY & EVALUATION
Influence Diagram I devised a diagram to visualise the interchange of information that takes place in the creation of a Local Development Plan. I established that the dialogue mainly takes place between the Local Authority and Scottish ministers, and the creation of the plan is not a collaborative, two-way process Communities only have one opportunity to contribute to a ‘Main Issues Report’.
54,000ac.
PHASE 3: ANALYSIS & SYNTHESIS
£23bn. Planning Process Map
Framework Review
Mapping the application process to identify the opp. for community input. I found that the current system is reactionary communities find out about a proposal after the developers have already devised a plan for that area. Additionally, communities only have a small window of time to write an objection, and local decisions can be overturned by a higher authority of the Scottish Government.
I looked into the overarching planning framework in order to comprehend how places become earmarked for development. I found there are vague guidelines outlining how rigorous participation needs to be, and that the lowest tier in the Scottish planning hierarchy is Local Council – there is no role for community representatives, such as a Community Council.
Between 2006 and 2012, 22,000 hectares (54,000 acres) of green space was converted to “artifical surfaces” - mostly housing. More than 7,000 hectares of forest was felled, 14,000 hectares of farmland concreted and 1,000 hectares of wetland was drained to make way for urban sprawl.
Overall, the benefits from nature which can be valued are worth between £21.5 to £23 billion per year to Scotland’s economy.
Three mechanisms have been identified by which natural spaces can improve human wellbeing: the restorative power of nature, and providing space for physical activity and for social interaction.
23
Planning Process Map I mapped the process from when communities receive a notice that a development would be happening in their local area. I was able to identify that the current system is reactionary; communities find out about a proposal after the developers have already devised a plan for that area. Also, there are elements of the process that restrict engagement - communities only have a small window of time to write an objection, known as a ‘representation’, to the council after the development has been advertised by the Local Authority. The short time frame means that residential groups have little time to process what is happening and devise a campaign in order to curtail it.
THE PLANNING APPLICATION PROCESS: MAJOR DEVELOPMENTS
MODE OF ENCOUNTER
NEWSPAPER ADVERTISEMENT
PROPOSAL MAP
COMMUNITY COUNCIL NEWSL
APPLICATION DOCUMENTS
SOCIAL MEDIA PLATFORMS
SUBMISSION/VALIDATION
LOCAL GOVT. WEBSITE
PROPOSAL MAP
LETTER
APPLICATION DOCUMENTS
NEIGHBOURHOOD NOTI. LETTER
NEWSPAPER ADVERTISEMENT
CONSULTATION
REPRESENTATION
PLANNING REGISTER WEEKLY LIST
DATA 12 WEEKS
USER ACTION
Influence Diagram
PRE-APPLICATION CONSULTATION
AWARENESS
See the notice of the proposal and the public consultation event advertised in the local newspaper.
Go to view the plans and the application documents online, and at the Local Council offices.
Start a campaign against the proposal.
24 DAYS
Make a comment about the proposal by writing to the Local Council and submitting a comment online via the website.
Attend a public event to comment on the proposal.
Receive a written notice through the post letting you know that there is a plan for development on neighbouring land.
See the proposed development advertised in the local newspaper.
Submit a formal written objection (representation) about the proposed development to the Planning Authority.
Convene a public consultation.
Tell neighbouring residents by sending them a neighbour notice and informing them how, and by when, to make a formal objection.
Publish a notice in the local newspaper advertising the proposed development.
Conduct a site visit to examine the proposal against consultation feedback, public comments, Gov't policy, and the Local Development Plan.
LINE OF INTERACTION
Although creating a Local Development Plan is an iterative process, the interchange of information mainly takes place between the Local Authority and Scottish ministers. Despite the fact that at the beginning of the process there is an opportunity for local communities to contribute to a ‘Main Issues Report’ - this is a one-time opportunity and the rest of the ‘preparation’ process is only open for individuals to make representations. We uncovered creation of the plan is not a collaborative, two-way process, but that it is mainly engineered by the local council.
FRONT STAGE
Publish a notice in the local newspaper advertising the proposed development and the forthcoming public consultation event.
LINE OF VISIBILITY
BACK STAGE
Recieve a ‘Proposal of Application Notice’.
Update the Planning Register with a list of the applications for the week.
APPLICANT
Send a ‘Proposal of Application Notice’ and a ‘Design and Access Statement’ to the Local Councils Planning Authority.
If applicable, make provisions to consult the Community Council.
Seek advice from statutory consultees (e.g. Historic Scotland, Scottish Water etc.) the council, and other appropriate organisations.
Validate the Planning Application.
e of Influence Circl
Arrange a public consultation event so that members of the public can make comments on the proposal.
Submit the Planning Application and a pre-application report.
Scottish Government EMOTION
Two-way feedback APPREHENSION
WORRY
POSITIVE EXPECTATION
OPTIMISM
DOUBT
ANGER
DISCOURAGEMENT
Local Authority Nonreciprocal CHALLENGES
Limited input Citizens and communities
24
Residents may be unaware of forthcoming developments as there is limited community involvement in the Local Development Plan.
Communities only have a window period of 12 weeks to get involved in any pre-application consultation events to influence the proposal.
Pre-application consultation isn’t viewed as meaningful as suggestions from the community don’t need to be taken on board.
There’s only a small time frame to submit a representation to the Planning Authority.
OPTIMISM
a
Insights
ON
CONSIDERATION
DECISION
LETTER
DECISION NOTICE
ASSESSMENT REPORT
FOUR MONTHS
Write a letter to the Local Councillor to ask for support and put accross your point of view.
Request a Pre-Determination Hearing to present community objections to the Planning Authority.
t c d .
Undergo a ‘Scheme of Delegation’process to determine who is responsible for deciding the Planning Application.
)
Attend a Pre-Determination Hearing and verbally submit objections before a committee of the council.
Wait for committee members to come to a verdict.
Hold a Pre-Determination Hearing to listen to objections from local residents.
Issue a Decision Notice.
Organise a Pre-Determination Hearing so that members of the public can make objections before a committee.
Make an assessment report of the proposal against the Local Development Plan and ‘material considerations’.
KEY RESIDENT PLANNING AUTHORITY DEVELOPER/APPLICANT
HOPEFULNESS
HOPEFULNESS
DOUBT
Overlooked
Disconnected
Lack of control
Despite having a wealth of knowledge about the surrounding area, and being experts in their communities own local context, residents aren’t considered go-to specialists and their input is not given enough weight in the development process.
Although public engagement is well thought of, Local Councils don’t routinely involve communities in the Local Development Plan process for how land will be used in their area, which ultimately influences how residents are able to shape their community.
Despite having community engagement as part of the Local Development Plan, there are no guidline for the minimum level of work required for this stage. The engagement is not followed rigorously and communities can miss important updates.
POWERLESSNESS
If councillors give permission for the development to go ahead, communities are unable to appeal the decision.
25
Community Protected Sites Community Protected Sites is an initiative which aims to challenge the traditional geographical boundaries placed within neighbourhoods and create a design intervention that enables residents to decide what is important in their locality. I intend to allow rural communities to ‘take charge’ of their space and ring-fence their own community boundary – protecting it from substantial change which would significantly alter their way of life. The access platform, which informs this, enables residents to register sites in their locality that are important to them. This data is then used to create a catalogue to inform local development plans. The scheme can be used to allow communities to bring awareness to public spaces not currently preserved spaces that facilitate recreational activities or even local history - making them important to the residents. The scheme could also be used to identify sites that could be developed either by communities or local councillors. Although the initiative is not intended to block developments on earmarked sites, it aims to bring awareness to areas that are important to communities, but whose value is hard to quantify.
Home - Protected Sites J
https://www.communityprotectedsites.org
community protected sites p.sherman
Protect a site Forum
Ancient canal
Play park
Where EH55 HLU Type Reason: Recreational Functional Local History Why is it important? e.g. There’s a remembrance bench there
Heritage railway
Submit
26
Home - Protected Sites J
https://www.communityprotectedsites.org/forum
community protected sites p.sherman
Topics
COMMUNITY PROTECTED
Walking Group Calderbank By: KelvinGirl78
Forum
Geographical area: Lanarkshire Location: Calderbank, NS 766 624
G69
49
24
42
22
Replies
Local Group Facts
Path length: 9km
By: Charlotty93 The canal should be protected because it’s important to the local community identity. It was built in the 1700s to convey coal into Glasgow, and it was on this canal that the first iron barge was made. The iron barge is now the symbol of Calderbank! This could be used...
Support this site
FK1
Sign up for alerts
86
The canal hosts lots of native wildlife and my children love feeding the ducks. I’m also a member of Calderbank walking group - If you’re interested in joining we meet at Upper Faskine Bridge at 2pm on Tuesdays...
Monklands Canal 103 supporters
58
Replies
Canal Towpath By: Lister31 Monkland Canal should be restored and revitalised for the benefit of the community. However, we need to look at doing further work to the towpath to make it easier for families to use, and to make the site more attractive to outside visitors. Get in touch if you would be...
Suggest an improvement
G33
Replies
Return
27
Mapping Actors in the Health Care Narrative Client: Self-initiated Type of work: Design Research Date: February - March 2018 Extent of the project: Eight weeks, part-time
Introduction As part of the Experience in Design Research course, we were asked to identify a subject or theme and explore it by experiencing it directly and reflecting on that experience. For my exploration, I was interested in how designers can use different mapping techniques in Service Innovation practice as an envisioning activity to increase insight efficacy. To accomplish this, I conducted a series of open-ended experiments to give me some clarity of understanding for my future projects with the hope of moving away from using the tool as just a listing exercise - towards using it as an ‘envisioning’ one.
Context My method was an open-ended experiment to test two different, existing methods of mapping actors: the Net-Map by Eva Schiffer and the Service Ecology Map by Livework, record my own thoughts and reflections on the process and gather feedback from the participant through an open-ended interview. I conducted two experiments to explore which method of Actor Mapping would give myself and the participant the greatest clarity of insight, and I decided to investigate this in the context of self-management support in the health care system, with the user as the chosen subject.
28
Evaluation The interviews concluded that the different insight gathered might be valuable at different times e.g. the Ecology Map might be more useful at the beginning of a project where there is a need to establish who are stakeholders in the process, whereas the Net-Map could be used later down the line, to explore specific context. In addition to this, it was suggested by a participant that that the maps might work better in conjunction. I was able to adjust my experiment with the final two interviewees to deduce whether they imagined, like the first interviewee, that the maps might work well in conjunction.
29