Systems Design
The Road to Independence Exploring effective solutions for the Advocacy System @ Liberty Resources
GRID 605 Spring Design Studio II Tian Cai
Liberty Resources, Inc.
Published by
211 South Broad Street, 5th Floor Philadelphia, PA 19102 Copyright Š 2012
Table of Contents
Copyright © 2012 by Tian Cai Illustrations copyright © 2012 by Tian Cai Photography credits: All photography created by © 2012 Tian Cai unless otherwise noted. All rights reserved. No portion of this book may be reproduced–mechanically, electronically, or by any other means, including photocopying–without written permission of the publisher. Cover design by Tian Cai Book design by Tian Cai Masters of Industrial Design at The University of the Arts 212 South Broad Street, 5th Floor Philadelphia, PA 19102 First printing May 2012
Chapter 1 | Introduction
Chapter 2 | Research + Synthesis
Chapter 3 | Prototype + Test
01
Introduction
8 | Introduction
Client
Introduction | 9
Main Contacts
Liberty Resources Inc. (LRI) A non-profit, Consumer driven organization that advocates and promotes Independent Living for persons with disabilities.
Key Terms @ LRI Consumer Person with disabilities who is transitioning from the nursing facility to the community.
Advocate
Norma Robertson-dabrowski
Nancy Salandra
Person with disabilities living in the community who provides services and
Director, Specialized Transitioning Services
Director of Independent Living
mental support to the Consumers during their transition process.
10 | Introduction
Introduction | 11
Previous Project Work A part of my research continued by looking at the work that past teams have done. It was very helpful having tangible designed objects to reference and look at. It respond was useful observing Liberty Resource’s branding and identity. The problems synthesis they run into are not understanding where at in they are and what they need to do next. Therefore, the past MiD’s project was to visualize and simplify this process with a book and map.
CONCEPT 2.0
In 2011 Fall, my four colleagues and I established a new LRI team, and working with Liberty. Our team identified 5 key interactions last semester and designed five prototypes. Also, we presented our five prototypes at a meeting with their board members and staff.
Further Developed
Conceptual
The Road to Independence Tools for Understanding & Planning Choices
Service Details & The Steps for Reaching Your Goals
The Road to Independence Booklet
Liberty Cards
Fundraising Cards
iPad Application
Come. Listen. Respond.
Community Storybook
12 | Introduction
Introduction | 13
Point of Departure
Previous presentation with the board members and staff at Liberty Resources. 12/2011
Prototype 1: Liberty Cards
Prototype 2: iPad App
Further Developed Prototype
Conceptual Prototype
Introduction | 15
14 | Introduction
Design Process
Timeline IPAD APP - ROAD TO INDEPENDENCE 2 ADVOCATE’S BOOKLETS LIBERTY CARDS
PROTOTYPE
RESEARCH
SYNTHESIS
PROTOTYPE
TEST
Developing design
Collecting informa-
Sensemaking &
Developing design
Collecting the suc-
patterns that were
tion through observ-
Visualizing meaning-
patterns that were
cesses and failures
informed from synthe-
ing and learning
ful statements and
informed from synthe-
of the prototype in a
sized research.
from individuals.
identified problems.
sized research.
real situation.
5 FOCUSED INTERVIEWS 6 SHADOWINGS @ 3 NURSING FACILITIES & 1 AGENCY 1ST N+N MEETING
2ND N+N MEETING
1ST ADVOCATE MEETING
1 BRAINDUMP (FEEDBACK) 2 BRAINDUMPS (AFTER SHADOWINGS)
2 BRAINDUMPS (PLAN FOR SHADOWING) 2 BRAINDUMPS (ADVOCACY ADVOCACY SYSTEM) 3 SYSTEM) 3 BRAINDUMPS (IPAD) 2ND ADVOCATE MEETING TEST ADVOCATE’S BOOKLET @ LRI 3RD N + N MEETING Week 4
Week 5
Week 6
Week 8
Week 9
Week 10
Week 11
Week 12
Week 13
Week 14
Week 15
2.7 - 2.13
2.14 - 2.19
2.20 - 2.26
3.5 - 3.11
3.12 - 3.18
3.19 - 3.25
3.26 - 4.1
4.2 - 4.8
4.9 - 4.15
4.16 - 4.22
4.23 - 4.29
02
Research + Synthesis
18 | Research + Synthesis
Target Audience Advocate
Focus • Transition Process The Transition Program at LRI assists people with disabilities to transition out of nursing facilities to community living.
• Advocacy System The current Advocacy System is composed of twelve advocates, and one coordinator, who holds monthly meetings like this to exchange information about Consumers in nursing homes. The system works on the first phase of the Consumer Transition Process, which is collecting required identifications and forms.
1st Advocate Meeting 02/17/2012
20 | Research + Synthesis
Research Tools - Observation Different levels of physical or mental limitations.
Excessively paper-based Advocacy System
From my observation, I found that all advocates in the system possess different lev-
Meanwhile, speaking of communication and coordination, the system is excessively
els of physical or mental limitations. Based on various disabilities, each individual has
paper-based, the structure is really outdated and unsystematic. For example, the
developed his or her own system of documentation for the Consumers. So there
way the director of the transition process assigns new Consumers is based solely on
is no standard system for Liberty Resources to collect the required information.
a piece of paper. This prevents the Advocates from being consistent with their own documentation tools (notebooks, cellphones, etc.).
1st Advocate Meeting 02/17/2012
22 | Research + Synthesis
Research Goal
Shadowing and Focused Interview
To understand the nature of Advocates’ work from their perspectives. • How do they document? • How does the current system work? • What is the detailed transition process? • Where does the system break down?
The research tools that I used
I learned a lot as an observer at the 1st advocate meeting, because it got to the
are shadowing and focused
heart of how the current system works. Additionally, I reached out 5 advocates as
interviews with the Advocates.
my main contacts and set up my Research Goal for the following research task.
I designed 8 questions according to the research goal and Question&Answer notes to keep myself organized and informed. Question & Answer Notes from 5 focused interviews with Advocates.
Braindump about the Advocacy System.
After 5 focused interviews and 6 shadowings at 4 nursing facilities and 1 I.D. agency, I started mapping out the observation, connection and deduction in my mind. Shadowing the Advocate, Gary Isaac @ Cheltenham Nursing Home. 03/1/2012
26 | Research + Synthesis
Braindump about the Design Opportunities, Potential Solution & Next Step.
Braindump after shadowings and focused interviews with 5 Advocates. 03/23/2012
28 | Research + Synthesis
Meaningful Statements & Key findings “The required forms include Outreach Form, MFP Form and Narrative Log. And I have to make copies of them because paper work
Separate required forms easily got missed by the Advocates and the staff at Liberty Resources.
“My old files were lost. They are useless. I save my consumer’s contact information in my cellphone. Also, I let them have my name and number (via a random piece of paper) before
easily got lost at Liberty Resources.”
I leave.”
Herman Dawning
Gary Isaac
“The most challenging part is to remember each consumer’s situation. I have 4 new consumer’s every month; that’s a lot of work. The Liberty Cards are off the hook, and I tried secret-
Don’t remember how much identification has been collected and where the Consumer is in the process.
ly keeping one so that I can use the checklist to
No unified way to give out the contact information of Advocates at Liberty Resources.
“Most consumers are not thinking actively straight. They hate nursing homes, but also hesitate and fear to move out, feeling like it’s the end. It was a big impact on the consum-
Big impact on a consumer if the Advocate can share his/her experience of transition and encourage them.
ers when I shared my 6 year’s experience in nursing homes; I was where they are at.”
track my consumers.” Virginia Simmons “I make my notes on iPhone, transferring it to the computer. Then I edit the contents and email it to my coordinator. I back up with a driver
“I usually meet my consumers at identification
Using iPhone, computer, and email is easier than using all the paper, because of the limitation in writing.
agencies if they have paratransit service, but it always takes some time to explain where the agencies are located and sometimes I need to be at a nursing home to show them
every month. It’s easier than using all the pa-
how to get on CCT if it’s their first time.”
per because I’m not good at handwriting.”
Maria Bottigile
Michelle Mclandee
It takes long time to explain to a Consumer where all the I.D. agencies are located and how to transport there.
30 | Research + Synthesis
Transition Process The Transition Process from nursing facilities to the community consists of
Based on our work from last semester, I interviewed the director of the transition
three phases: “ID Collection,” “Housing Program,” and “Last Step to
process, Norma, to make sure each detailed step was accurate. I then revised and digitized the entire process, as a transition map.
Community.”
* Consumers should start 2A & 2B simultaneously.
1
I.D. Collection
Intake Form Outreach Form MFP Form Paratransit (Optional) Birth Certificate Non-driver License Social Security Card Medical Record
2A
Housing Program A
1. Housing Application 2. Submit to PHA 3. Choosing a new home 4. Security deposit for new home 5. Signing new home lease (A Copy to Norma) 6. Applying for funds and getting approval 7. Requesting a check from Felicia 8. Getting key from landlord
Last Step to Community
1. Discharge Meeting - Gather a 2 weeks’ supply of medication 1) Complete a wheelchair evaluation 2) NHT Services - Liberty Resources 3) Support providers nurses refer consumer to community resources. 4) Support provider sends report to the State for approval. 2. Before you move out 1) Setting up a bank account
2B
Housing Program B
1. Enroll with Maximus 1) Maximus and PCA provide assessment 2) Maximus arranges County Assistant Office to provide financial assessment. 3) Choose support provider through Maximus. 2. Maximus sends assessments to State, if it is approved, it will be sent to chosen support provider. 3. Norma contacts Maximus for SC Agency + staff from
Map of Transition Process. 04/17/2012
3
Liberty Resources + the consumer in nursing home. 4. Support provider assessment of support services needed + home mod + set discharge date based on mod dates.
2) Acquiring furniture and other household items 3) Moving to your new home 4) Move out day 5) Shop for groceries 6) Move belongings
32 | Research + Synthesis
Discovery
Implementation
To improve the efficiency of the Advocacy System and
Digitize the whole Advocacy System of Transition
speed up the Transition Process for Consumers
Process at LRI by building a bridge between a
became the goal of the project.
paper-based system and digital technology.
This research and synthesis process has been quite inspiring because it got to the
I realized that the original idea of the iPad App design is quite beyond
heart of how the Advocates work. It presents so many details about the challeng-
where the current system was, and I felt the need to build a bridge
es in the internal system. The problems of inefficiency and inconsistency stood
between the current paper-based system and the “high-tech� digital
out. Hence, I discovered that my role is to help the advocates streamline what
solution.
they do and change the nature of the task, that is, to improve the efficiency of the Advocacy System as well as to speed up the transition process.
03
Prototype + Test
36 | Prototype + Test
1
Advocate’s Booklet
2
The Road to Independence
Building a bridge between the
Exploring the digital solution
paper-based system and
for the Advocacy System.
digital technology.
Further developed prototype
Conceptual prototype
38 | Prototype + Test
1
Advocate’s Booklet
Building a bridge between the paper-based system and digital technology. The Advocate’s Booklet turned out to be the
The Advocate’s Booklets have two versions:
first step towards the whole new digital sysOne is “Monthly tracking form”, which is more like a
tem in the future.
master booklet with an overview of all Consumers’ information that were assigned by the coordina-
It was designed as a paper-based booklet.
Advocate’s Booklet Monthly Tracking Form
tor in a month.
Specifically, I used normal conventions of 8 and half by 11 paper and Tabloid. Because it could work better in the Advocates’ paper
The other one is “Consumer tracking form”, which is
system.
more like “one for one document,” which means one However, it was also designed in the
Advocate, one booklet for one Consumer. It provides all required forms, Narrative Logs, identifications and “How
Advocate’s Booklet
structure that would lead the Advocates
Consumer Tracking Form
to think about the future digital portion.
To” steps that one Consumer need for the Transition Process. It also has a piece that focuses on Consumer, so the Advocate can rip it off and leave it with the Consumer.
Inspiring Stories! I used to live in four different nursing homes for five years because of my terrible health condition. I was losing all my hope until one day I started my transition process with Liberty Resources. I realized that even though I was that sick, I still had my rights and choices. And I tried my best to move out! Now I’m on my own, living in my own apartment. Sue August, 2010 My experience with nursing home made me feel so frustrated. I had stayed there for 7 years and the food I had was terrible. I always wanted to leave and I had waited for such a long time! Still I’m glad that I can make it! Now, I can shop with my friends in any grocery store. Yes, I did it, so can you! Glenda December, 2009
Liberty Support Your First Steps to Living Independently
I used to abuse my body because I thought it was turning against me. I was so unsatisfied with my life until one day I attended an activity hosted at Liberty Resources with other people with disabilities. After seeing others with even more limitations than me, living happily in the community. I realized how stupid of me before! And I decided to be grateful for the life I have. Marsha May, 2008
The editing process of the “Advocate’s Booklet.”
40 | Prototype + Test
1
Advocate’s Booklet
Building a bridge between the paper-based system and digital technology.
Brainstorm the structure of “Advocate’s Booklet.” 04/17/2012
The user scenario of the “Advocate’s Booklet.”
42 | Prototype + Test
1
Advocate’s Booklet
Building a bridge between the paper-based system and digital technology.
Testing the “Advocate’s Booklet” on Advocate Meeting. 04/20/2012
• Virginia:
The checklist is an excellent reminder, keeping her from losing the documents.
• Maria:
Thorough design & quite self-explanatory.
• Gary:
Stories and pictures will support the Consumer to have more faith in process.
• Norma:
The checklist helps Liberty Resources track Advocates’ work.
Feedback from the Advocates. 04/20/2012
44 | Prototype + Test
2 The Road to Independence
When I was in the process of creating the Advocate’s Booklets, I also had my eye on the iPad App as a digital possibility.
Exploring the digital solution for the Advocacy System @ Liberty Resources.
THE ROAD TO INDEPENDENCE
TRANSITION MAP
LOG IN
SEARCH
YOUR CURRENT CONSUMERS
ABOUT
LIBERTY RESOURCES
INSPIRING STORIES
HOW TO
Consumer A
Consumer F
Paratransit
Consumer B
Consumer G
Social Security Card
HELP
FEEDBACK
CONSUMER DATABASE
In the Transition Process
Your Current Consumers Consumer A
Consumer H
Birth Certificate
Consumer D
Consumer Y
Non-driver License
In the Community
Liberty Resources
No longer in Transition
Consumer E
Brainstorm the digital design patterns which can meet the needs. 04/01/2012
Consumer B
Consumer C
Information Architecture of “The Road to independence“
46 | Prototype + Test
2 The Road to Independence Exploring the digital solution for the Advocacy System @ Liberty Resources.
https://vimeo.com/41817019
Wireframe of “The Road to independence“
The user scenario of the “The Road to Independence.”