CASE STUDY
IMPACT Portal: A Website for Veterans at IMPACT N573 Health Care Innovation:
Foundations of
DESIGN THINKING! By: Lizzy Lee
TABLE OF CONTENTS Our Team Empathy Define Ideate Prototype Final Thoughts
3 4-5 6 7 8-9 9
This zine tells the Design Thinking journey that our team embarked on from September to December 2019. We spent several weeks on each stage to better understand our our stakeholders, end users, and ideas for solutions. Originally our group had hoped to focus on Veterans in recovery from Opioid Use Disorder. Some initial iinformational interviews with School of Nursing researchers revealed the complexity of the Veteran experience in Philadelphia. There were high rates of homelessless, mental illness, and
OUR TEAM LIZZY LEE DNP Program Manager Student, Graduate School of Education
MIRIAM GLICKMAN School of Engineering Class of 2021
MONICA ABER School of Nursing
Class of 2020 (BSN)
EMILY BEISSER School of Nursing Class of 2019 (ABSN)
GRACE CHONG Computer Science, College of Arts & Sciences Class of 2021
STEP 1: EMPATHY For our team's first site visit, Lizzy and Monica went to IMPACT Services's main facility in Kensington. IMPACT is a housing facility for Philadelphia Veterans experiencing homelessness. They provide permanent and transitional housing. The case managers, social services, and support groups (like AA and NA) are located directly in the facility. We spoke with the Executive Director and three Veterans.
Veteran 1 has had a very positive experience at IMPACT.Â
Veteran 2
Blair, director
Veteran 3
For the 2nd site visit, Lizzy visited IMPACT's other housing facility in Kensington. She spoke with two veterans and three case managers. Lizzy also spoke to two Veterans who were deeply dissatisfied with their experience with IMPACT and with getting VA services in general. They were most frustrated by long wait times to see mental health providers and lack of compassion and competency by employment coordinators unable to help find them jobs. Their anger and hurt were palpable. We asked the case managers to complete a survey we we could better understand the struggles that Veterans at IMPACT face through their perspective. See below for their answers.
The hallway walls were filled with flyers for announcents, resources, job opporunities, and support groups
STEP 2: DEFINE ike all good design thinking, we there was muchconvergence and divergence as we constantly reworked our understanding of the s
PROBLEM STATEMENTÂ I am a high-functioning Veteran living at Impact. I am trying to follow a structured, daily routine. But I am struggling to stay self-motivated, Because it is hard to keep myself accountable, Which makes me feel frustrated and alone.
STEP 3: IDEATE During the Ideate stage, we brainstormed possible solutions t
We went back to our stakeholders (case managers and Veterans) and asked them for feedback on what we considered were our three strongest ideas . These ideas included a mentorship program, Veterans' garden, or giant community calendar in lobby. The case manager who got back to us suggested several different ideas that were more relevant to the Veterans' needs. We decided to focus on of her suggestion of helping Veterans attend their Monday morning case meetings and get reconnected to their group therapy. This seemed most connected to our problem statement that focused on a Veterans struggling with following a healthy daily routine, self-motivation, and accountability. Our team idated
STEP 4: PROTOTYPE T
Portal for Veterans
Portal for Case Managers
Prototype video link - https://youtu.be/tGuS06GROt8
STEP 5: TEST This is a blurb about TESTING and everything we did...This is a blurb about my project and everything we did...This is a blurb about my project and everything we did...This is a blurb about my project and everything we did... FEEDBACK FROM TESTING
1.) Is the caseworker website intuitive? 2.) How does the vet website make you feel? 3.) Is the vet website intuitive? 4.) What additional features would help clear up any confusion?
Likes -Straightforward -Intuitive -Not overwhelming -Mention social calendar right off the bat Suggestion/Questions -More specific goals -How to track attendance at meetings/event? -What’s their incentive for reaching goals? -It would be nice to see who else is attending the events
Final thoughts / / conclusion