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