Human Centered Design

Human Centred Design (a taste in 45 minutes)

Darren Menachemson

@thinkplace and @tpfoundation

Desirable Viable

Possible

Powerful design

I got sick.

Cab dropped me here

Entrance

My hospital experience

Triage Admission Dispensary Treatment

Another story about being sick

Where was the breakdown?

vaccination

Patient

Life event Health system

pregnancy

Globally, healthcare consumers interact with public systems. But they are more complex than their interactions with public systems. And public systems are more complex than their interactions with us.

Person

Design thinking and human centred design recognises this complexity, and works to embrace it in the design

of public health interventions.

Widening the scope for intervention

The urban planning system

The social protection system

The employment system

The ingredients of public cartography

Persona System Interaction Life journey

We are going to map the journey and pathway of someone getting the flu.

Personas

= Character + Cohort A fictitious but realistic person, with a name, age, and characteristics Belongs to a cohort.

A population with relevantly similar demographics, behaviours, histories

Persona Template Character name: Sketch Indicative quote

Cohort name: Relevant demographics (social/economic/ location/ education/risk factors/etc) Relevant behaviours/beliefs/ motivations/demotivation's

Age: Location:

Some relevant characteristics about their:

Social/family/economic situation Health/welfare Needs and preferences Irritants and pain points

Sally Jones

Just thinking about flying makes me feel sick. And I fly a lot!

32 Brisbane

Married, parents live interstate $58,000 annual salary Adult educator

Severe flying phobia Regular use of medication and

alcohol pre- and in-flight

Must travel work, frail parent Prefers larger planes Wants in-cabin reassurance

Uncertainty about noises/shudders Hard to learn plane type when

booking flight People dont understand fear

intensity

Frequently fearful flyers

Educated, professionals Live in urban centres May use scheduled medication

frequently/inappropriately

Planes are unsafe My phobia is untreatable I want to and need to be

able to fly

1. Know the focussing questions first

2. Open questions

3. Use silence and neutral encouragement

4. Avoid why

5. Follow the white rabbit

6. Avoid leading questions or gestures

7. Ask for stories

8. Quotes: the users voice is powerful

9. No harm: respect, privacy, safety



Age: Location:



Sally Jones

Just thinking about flying makes me feel sick. And I fly a lot!

32 Brisbane

Married, parents live interstate $58,000 annual salary Adult educator

Severe flying phobia Regular use of medication and

alcohol pre- and in-flight

Must travel work, frail parent Prefers larger planes Wants in-cabin reassurance

Uncertainty about noises/shudders Hard to learn plane type when

booking flight People dont understand fear

intensity

Frequently fearful flyers

Educated, professionals Live in urban centres May use scheduled medication

frequently/inappropriately

Planes are unsafe My phobia is untreatable I want to and need to be

able to fly

Try it: Get into pairs or threes, and complete the flu Persona Template.

Interactions

= high-level sequence describing touchpoints with the (in this case, health) system, from trigger to terminus.

User Pathway Template

Trigger:

Step 1:

What happens

Step 2:

What happens

What happens

Needs/preferences Pain points Response: I

Step 3: Step 4:

What happens


What happens


Need to fly Book flight Dread

Check in/ board

Fly

Needs/preferences Pain points Response: Ifeel like my flight experience is beyond my control.

Work requirement requires day-trip to Sydney.

Try to escape commitment, then book flight. Organise anti-anxiety prescription.

Find a big plane. Book a seat near the wings. Get moral support

Cant pre-book seating Cant determine plane type People dont sympathise

1

1

Filter by plane type for registered users?

Try it: in your groups, complete the Flu User Pathway template.

Life journeys

= extension of the user pathways to relevant moments in a persons life beyond the system being changed.

Journey Maps

Life event:

What happens


Life event:

What happens


(Pathway)

Take first flight

Get a GP checkup

Then, you can start to think about the system.

5 things you can do to use these techniques in your programmes

or design efforts.

1. Design ethnography explore the communities you are trying to impact, directly go for narrative and empathy

2. Build trusted connectivity find ways of getting people to open up from local translators sourced from the community, village elder engagement, research settings)

3. Dont start with the pathway start with the life journey look beyond the health issue to the subtle and influential moments, beliefs and relationships that offer new intervention points

4. Co-design and ideate Get a room full of people with health knowledge, cultural knowledge, logistical knowledge etc, tell them what youve learnt, and IDEATE.

5. Start with the current and future human experience - user pathways and journey maps effectively become the overarching design, and the system is mobilised to deliver it.

Desire Path

Thank you.

Darren and ThinkPlace tweet @thinkplace and @tpfoundation



Age: Location:



User Pathway Template

Trigger:

Step 1:

What happens

Step 2:

What happens


What happens


Step 3: Step 4:

What happens


What happens


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Government & Nonprofit

Human Centered Design