HE&M presentation for Interview

HE&M GUIDER HEALTH CARENESS SERIVE DESIGN

MOTIVATION Unpleasurable Body Check-Up Experience

The line for ECG (electrocardiographic) checking

The line for pulse measuring

MOTIVATION Necessity of Health Examination/ Lack of Heath Care Awareness

Health Problem 健康问题

Aging of population 人口老龄化

Sub-Health Problem 亚健康问题

changes of disease spectrum

疾病谱的变化

CHALLENGE

How might we design the system/product that motivates people to do the health examination and manage their health with pleasure?

METHODS User-Centered Service Design Process

DEMAND ANALYSIS

USER STUDY

SERVICE DEFINE

PROTOTYPING

EVALUATION

DELIVER

Social background

Qualitative method

Brainstorming

Paper Prototyping

Cognitive walk-through

Publication

Market Research

Field Research

Card Sorting

Product Prototyping

Usability test

Exhibition

Special case analysis

In-depth interview

Journey map

Video Prototyping

Field test

Quantitative method

UI flow, Blueprint

Questionnaire

System map

User study

Background

Demand analysis-social background

Economic

Political

Health Problem 健康问题

Sub-Health Problem 亚健康问题

high medical cost government pushed for anhealth care reform medical funding shortfall

changes of disease spectrum

Aging of population

To strengthen the construction of digital health information

人口老龄化

疾病谱的变化

Define

In or Demand of Health Careness

Prototype

Devices and diagnostics are also going digital

In order to enhance people’s awareness of their own bodies and health status, healthcare should be put on the agenda.

Serious health problems

E-Health

An aging population brings demand of medical services

= Tele-Health + M-Health+...

change of health consciousness telemedicine, personal medical devices wireless widespread monitoring and controlling system.

Technological

clinic

The existing health care system is not perfect

Social

M-health

Evaluation

E-health

Mobility

Immobile

Tele-health

Deliver

In the Fast-paced, high-stress life, more and more people are facing with the “sub-health” state of poor health. People’s demand on medicare system and the medical services will increase dramatically.

non-clinic

NO. 301 Hospital

Waiting to to register

Find way

Pay the fees

Details

User study

Background

User study—process of health examination in China

Get the medicine

Bank card Binding

Self-serviceRegister

blood test Waiting for the result

Be hospitalized

Prototype

Define

Hospital1—No. 301 Hospital

Haidian hospital

therapy

get the medicine

fill in the table

payment

make card

pre-diagnose

Evaluation

Hospital2-Haidian Hospital

table of process

Deliver

process

test report

make card

fill in the table

registration

laboratory test

examination

payment

community hospital

field research

Background

User study—Questionnaire survey & In-depth interview

China

50 45

Define

User study

40 35

Taipei

Quantitative & Qualitative

Impotance of Health Examination？ I don’t care Necessary,I have good habit of Body check up Very importent I want to know my physical condition

30

Online Questionnaire • Basic Information • Question about health status • Importance of taking health examination • About community hospital • Acceptance level of new system model

25 20 15 10 5 0-15

15-20

21-25

26-35

36-45

46-55

I want to go to the Health care center to... ?

Evaluation

Prototype

Wenn you go to health examination Active or regularly

Queue to register

Body check-up

Units organized medical examination

credibility is not high.

Ask for knowledge about Health

Wenn I feel sick

lack of time

Never

others

In-Depth interview Mr. Blue

Job: doctor

He knows well about the patients and their health con-

ination is, but he doesn’t pay attention to his own health.

“I know my body conditions, there’s no need to check”

Mr/Mrs. Henry

too expensive

Rader map

ditions. He is aware of how important the health exam-

Deliver

>55

Retired couple

They always feel ill and want to see the doctor, but their son lives away from them. They tried to make the check

Degree of importance for taking the health examination

To see a doctor Don't want to

User needs 自我需求 Self Demand 社会需求 Social Demand

Private doctors， Door to door service VIP channel/Special care

情感需求 Emotional Demand

Feedback/advice

交互需求 Interactive Demand

Real-time guid， At any time to remind

感觉需求 Sensory Demand

Environment/attitude

up in the community hospital but they were not satisfied with the service they provide.

Based on Field Research/In deep Interview /Questionnaire survey

Opportunity Gap

How to help user find the way to the right hospital/clinic/examination center?

How to set up the appointment and remind user taking the examination regularly?

How to manage user’s health data and make them easy to understand?

How to make preparation and get knowledge about health before the examination?

How to better arrange the time and avoid the long queue during the examination?

How to reduce the complicity of body check-up process in the hospital?

How to improve the accuracy of the result, when the users do the check at home?

How to facilitate the communication between users and doctors? connect right doctor at anytime

How to improve user’s awareness of healthcare and make them happy to do the check?

Deliver

Evaluation

Prototype

Define

User study

Background

Problems definition & ideas generation

Deliver

Evaluation

Prototype

Define

User study

Background

Problems definition & ideas generation

Brainstorming & card sorting

System map & Service blueprint

SYSTEM MAP

SCOPE OF THE SERVICE Process Guiding based on the situational context before/during/after the test.

User study

Background

Strategic Positioning

Communication Interacting with the system/doctors via internet, mobile devices Providing remote service

Equipment Define

Equipment offered by institution that brings user situational experience, entertainment experience

Individual medical archive management

Evaluation

Prototype

Infographic, audio-visual information, easy to understand

SERVICE BLUEPRINT User Activities

Appoint online

authentication information

checking my identity

start to check

STAKEHOLDER MAP Get real-time Info. about your body

end to check

Get the result

Communite with doctor

Line of interaction Onstage Software System

Record the info

Confirm the info

enjoy the service

route guidance

Remind rate of progress

Send message

Remind the time to get result

Confirm info

Line of visibility Backstage Software system Medical staff

Data and statistics

Send a remind

Data analysis

Blood test

Deliver

Advice support

Blood test result

medical plans

Line of inner interaction

SUPPORT PROCESSES

Online App system

Cloud system

Blood test system

HIS Hospital Information System

Telecommunications system

Role and Interests of main stakeholders: ---Who can help you ---Who can supply service to you Based on cloud computing, this Project puts forward to build a convenient health services and auxiliary mobile health management platform.

1 The overall plan for the health service station —layout - service model - presentation - situational experience 2 To form a complete set of interactive design — easy process - a good feedback

locale Industry Service supplier

Hospital

Doctor

User community physical community hospitals examination volunteer demand private doctor healthcare industry Hardware Server seller maintainer IT Industry/production industry

Medical Section Community Health services centre at home

Storyboard

PREVIOUS SYSTEM

Deliver

Evaluation

Prototype

Define

User study

Background

Journey map & Functional Specifications

NEW SYSTEM

Concept selection matrix

Evaluation

Prototype

Define

User study

Background

Experience Blueprint / Concept selection

Intermediary

Porable Readable

Environmental benefit

operable

Accsptablity of Technology

Deliver

Concept selection matrix

Select of information-bearer

realize of Navigation function

realize of remind function realize of health management

Info. bear capacity

Good Feedback

Print media E-paper Handhold device Google glass wristwatch E-card product concept App / pad

field research

Prototype

Define

User study

Background

UI flow and Interaction mode

Evaluation

INTERACTION MODE HE&M uses e-paper as screen, which can be pulled out from the handhold device. It reduces medical waste paper, which is energy saving and environmental. With handhold de-

Deliver

vice and RFID, the e-paper screen is helpful to collect, update, display and filter current information and help users to manage health Data,

PRIVACY CONTROL

just like a private health assistant.

field research

Background

User study—Questionnaire survey & In deep interview

Participants walk through the tasks regarding health examination. Tasks

User study

COGNITIVE WALK THROUGH

were given from how to make preparation for the body check-up, to use the guide during the check up and manage health data afterwards.

Through the whole journey by doing tasks some of the problems in the system were detected. The blueprint have been modified several times to minimize problems until fulfill a great mass of user requirement.

FIELD TEST Define

Usability test in hospital has acquired amount of feedbacks from the end user. The concept of flexible display and the process of real time guidance have been tested. Positive feedbacks on the de-

Prototype

vice showed that a pocket sized guidebook with a potential of displaying large amount of appropriate information is welcomed. Some issues on the navigation have been discovered which will be

Evaluation

improved in further development phase.

USABILITY TEST In this phase the satisfaction degree of the product prototype and the way of interaction have been tested. It has proved that the size of device should suit for dif-

Deliver

ferent age of people since the fingerprint area is a barrier for small children. Problems in the UI flow has also been discovered by testing an interactive prototype and paper prototype.

HE&M Guider HE&M Guider is short for Health Examination & Management Guider. It’s an electric guidebook which assists people to take the regular medical examination easily. The guidebook is designed to solve the problem occurred by medical examination in China. Facing to the challenge of overwhelmed hospital, lacking of private doctor and physical examination center in quarter, poor awareness of body check-up etc., the design work started with qualitative research such as field observations, interviews that aimed to discover the user needs. The whole design was based on human-centered design method and iteratively in the process.

HE&M Guider plays the roll of health assistant, which supports people to get information, find the road, remind to check as preparation and supplies real-time guidance during the examination, as well as provides health management service after medical examination.

HE&M Guider uses innovative flexible display as screen, which can be pulled out from the handhold device. It reduces medical waste paper, which is energy-saving and more environmental.

It helps users to manage health data, just like a private health assistant.

PREPARATION

REAL-TIME GUIDANCE

MANAGEMENT

befor the examination

during the examination

for your health