News and blog posts from our students and faculty

Category Archives: Portfolio

Mental Healthcare: Creation Continued.

This week was a week of reflection. It was time now to take all of the information that had been gathered. Print out all of the photographed whiteboard diagrams and scenarios, and do another round of synthesis on these new artifacts.

I had to take a bit of a step back from my initial design plans and start to really focus on the narrative around the product, which will inherently determine the way the product is designed.

Just to re-cap for a moment. I am working on developing what I am calling a “Journey to Recovery”. I have yet to even begin to think of a catchy 2.0 name and am very cautions really when it comes to putting a label on my service product because of the nature of the content.

My problem opportunity is this; I have backed up research and data that suggest that a combination of both therapy and medication are the best tools for helping an individual suffering from a mental condition.

That statistically 30% of individuals prescribed medication for such things as depression or bi-polar disorder never refill their first month. I was informed from an individual source that their particular center experienced only a 1% success rate or people making it through recovery and into self-sustainability.

Because I am focusing on areas where there may not be access to therapy or possibly even a support system for miles and miles, I must attempt, before even thinking of packaging design, to put myself into the shoes of my potential user. Where they come from. What they may be familiar with, and unfamiliar with as well. How to be cautiously empathetic without at all seeming contrived or like an “out sider looking in”.   

I took this week to really stop and think about what it would be like to receive a package of some sort, in the mail, that was intended to both inform, guide, provide medication instruction and expectations, provide support, and connect me to the outside world.

What do I see when I open my mailbox, visually? What does it feel like to receive a package in the mail? What is physically printed on the outside?

What indicators are there that tell me how to open the package? Am I confused? Do I say to myself, how do you work this thing?

When I open it what am I encountered with? Am I intrigued, cautious, welcomed, or encouraged? Am I relieved?

At what point am I presented with the concept and actual physical visual of the medication, and how might that feel? Do I feel anxious, or skeptical? Is there anything that accompanies the idea of being medicated long term that makes me feel less… broken?

How do I get the medication out of the package? Do I have to work for it? It is easy? Do I have to read something or interact with the package first before I can access it? Are the instructions clear? Day by day, hour by hour if necessary.

Lastly, when am I presented with opportunities to reach out to others, to mail back a letter, or call a number? And do I get a reply back? What does that feel like?

I am currently in the process of sketching and iterating upon those sketches with more sketches as well as working on researching comparative analysis on not to name names, but some pretty horrible products out there in the pharmaceutical land that actually gives me encouragement that I might, possibly be able to make some positive effect on someone. Someday.

Below are the questions posed above, in sketch form, mapped out as a step by step experience of what it might be like to interact with this thing.

 

IMG_0039 IMG_0040
IMG_0041 IMG_0042
IMG_0043 IMG_0044

Now is an iteration 1 of an advent calendar style box that carries 6 weeks of medication, that encourages playful interaction, encouraging and identifying stories from people in the same position, with an intervention mail in card placed after a few days that the patient interacts with (fills out their story, scratches off how they are feeling, possibly suggests that they reach out to the center writing on this card with something they feel they need, such as more support). Each advent type small box holds 1. a card that can be taken with the patient, put in their pocket etc. 2. Encouraging narrative quote pertaining to the day the patient is on printed on the inside of the box opening, and 3. the actual medication packaged in a way that is easy to access for someone who may be elderly or lacking fine motor skills.

IMG_0045 IMG_0046 IMG_0047 IMG_0048 IMG_0049 IMG_0050 IMG_0068 IMG_0051 IMG_0052 IMG_0053 IMG_0054
The the process starts over with the next day.

Iterations 2 and 3 follow the same guidelines. One being a booklet shown here below, and another still in progress more of a travel kit.

The front of the booklet will follow along the same guidelines as the advent calendar idea. With familiar imagery, possibly a landscape, brand name, and indicator to open the package. My visual inspiration is from this package which I find universally soothing and very in touch with nature or a rural setting in a non condescending way.

IMG_0038

The booklet goes as follows:
Here are both the front of the booklet as well as how the basic structure is to be laid out. If it is not super clear, the booklet will contain 14 pills, 2 weeks of medication, in a semicircle pattern. With die-cut pages revealing the pill of the day along with varying narratives, resources, and stories.

- Basic structure:

IMG_0058 IMG_0059

1st page welcome message / what to expect / Congratulations on taking the first steps to recovery:

IMG_0060

2nd page, clear messaging on the day, a narrative of someone in a similar situation, encouraging imagery and affirmation and a die-cut of the medication that is a blister pack you push through the back to access.

IMG_0061

3rd page similar to the 2nd, but with varying narrative as to remain fresh and interesting, the patient can see their progress by the 1st day of medications die-cut still there but now filled with a bright color:

IMG_0062

Intervention page: A tear out foldable pre-posted card that inquires about the patients status, wants and needs. Suggests ways to reach out for help, and resources available. Encouraging to stick with the program, that it will get better, and to notify their therapist if they are experiencing any ill effects at all.

IMG_0063 IMG_0064 IMG_0065 IMG_0066 IMG_0067

 

I have purchased the supplies to begin building more formal prototypes to test this week, and am currently working on refining the initial narrative that surrounds the recovery journey experience.

 

Posted in Classes, Creativity, Design Education, Design Research, Portfolio, Reflection, UX For Good | Leave a comment

Mental Healthcare in Rural Texas: Interaction design for the people, by the people – that have no idea what the people need

It’s true. I would imagine the majority of projects that an Interaction Designer works on are for people they may have never met, and have no idea what their users need or the processes they take to meet their needs. This could be true from anything as simple as re-constructing a bus system app if the Interaction Designer has never ridden a bus, or as complex as attempting to create, through design, a solution to the wicked problem of access to mental health care in rural America.

The latter of the two examples is what I am focusing on, and have been for the past 16 weeks or so.

This initial blog post is the beginning of a series of stories. Intended to serve as an overview of the backlog of all the travel, research, data synthesis, and real user scenarios (names changed) that I have gathered and now currently processing out design ideas. We will identify the key players, the where, when and how they go about meeting their needs. As well as the obstacles and challenges both the patient and the caregivers face in their journey through the difficult process of both access and care.

There is a lot to catch up on, so let’s start from the beginning.

I began my research focusing solely on access to general healthcare in rural America.

IMG_4199

I was drawn to subject this initially because of my own upbringing in extreme rural Texas. Where the nearest hospital you could visit for anything more than vaccinations or stitches on your knee after falling out of a tree per say, was about an hour away. During my contextual inquiry, where I went to a rural Texas town, investigated their medical facilities, and interviewed both physicians, caregivers, and patients, interviewing and observing them in the environments where they lived and worked; I actually realized a larger problem than access to general healthcare was access to mental healthcare. And in rural Texas, as well as the rest of the rural United States, access to mental health care facilities I found to be tedious, illusive, and sometimes non-existent.

For most of us access to a therapist is relatively simple. The person reading this, myself included, may know a handful of psychiatrist or psychologist that can be accessed for an appointment during their lunch hour. In extreme rural areas however where the majority of the people are either on Medicare, Medicaid, or fall between the coverage gap of not being poor enough to qualify for Medicaid, and not being old enough to qualify for Medicare, are directed to privatized mental health centers. These centers are few and far between and operate on grants, donations, and the kindness of wealthy philanthropist to provide therapy and medication to those in need.

However, there is a catch. In order for the center to pay for the visit and the medication the patient has to actually be physically present in the facility AND rather than being able to speak directly in person to a therapist, the diagnosis is done via teleconference. This means that the patient must drive, sometimes up to 3 hours to visit the center (walk ins welcome) and talk to a TV screen.

IMG_4201

This in and of itself is barrier number 1.

I had the opportunity to interview a caseworker that had just retired from one of these centers and from that interview a number of insights were gained as well as some very compelling stories. She was able to give me information about the patterns she witnessed in her 14 years of service.

That there is a stigma around seeking help for mental health issues, most likely shared throughout many societies but specifically in an area where “everyone knows everyone’s business”. There is a perception that you should be able to suck it up and it really takes loosing it all and hitting rock bottom for individuals to seek help. This generally happens when their personal support system has been tapped out. They feel alone and the final option is to drive, once again, to a clinic far away to speak to a psychologist via teleconference.

Another issue in very rural areas is access to technology. During the course of my research I personally had zero cell phone service, and admittedly drawing from assumptions, many of the homes in the sparsely populated areas looked as if they did not have running water let alone wifi.

And then there is the glaring isolation. Homes in the areas I visited are sometimes miles apart. There are “towns” I put in quotes, that really are just a few households spread out on a large piece of land. Some having populations of just 100ish people.

A number of publications I found had done intense research on this very topic, thus validating that this is not just a personal problem it is a problem that affects society as a whole. One paper entitle “Mental Health in Rural America” illustrates the shocking statistics that were uncovered in their research.

[excerpt]”In a review of studies investigating the prevalence of psychiatric disorders in rural primary care settings, Sears and colleagues (2003) found that 34 to 41 percent of patients had a mental health disorder. Additionally, results of studies of seriously mentally ill individuals indicate that rural residents have poorer outcomes (e.g., reliance on inpatient services, increased symptom severity) when compared to urban residents, especially if there are co-occurring substance abuse issues (Fisher, Owen & Cuffel, 1996; Rost et al., 1998).

One striking difference between rural and urban populations is the higher rate of suicide in rural communities, which has been a consistent trend for more than a decade (New Freedom Commission Subcommittee on Rural Issues; NFC-SRI, 2004; Institute of Medicine, 2002; Stack, 1982; Wagenfeld et al., 1994). Specifically, the suicide rate for older adult (elderly) males and Native American youth in rural populations is significantly higher than in urban populations (Eberhardt, Ingram & Makuc, 2001).

Adults suffering from depression, who live in rural areas, tend to make more suicide attempts than their urban counterparts (Rost et al., 1998).”

This is a real problem.

So after weeks of contextual inquiry, transcription, secondary research gathering and synthesizing out all this data I could, I then began developing some insights into what this all meant. There are some serious problem opportunities that could be addressed.

IMG_4195

IMG_4173

IMG_4175

IMG_4192

IMG_4194

IMG_4172

IMG_4191

IMG_4171

IMG_4198

Questions I asked myself along the way:

  • How can a center stay connected to their patients and monitor their mental state and medication regimen after they walk out that door?
  • How can any tracking or monitoring of a patient be performed without seeming clinical or cold?
  • How can a support system be established for patients that are isolated?
  • How can technology be taken out of the picture and a program still work?
  • How can I actually get a patient in this environment in a particular mindset to even care about following and participating in a program?

I went through a series of many many brain dumps of potential scenarios, at least a hundred design ideas. I concept mapped, and process flow diagramed a few I thought were potentially viable. Threw those out and started over again. I did storyboard after storyboard attempting to validate through real life scenarios of how some of these ideas would play out, and finally landed on one over arching theme.

What I am currently iterating on is a Patient Journey Kit that utilizes Fed-Ex or the postal service rather than a smart phone or a computer.

This kit will be packaged with their medication, and seeks to guide the patient through the process of self-recovery week by week.

I would like to include:

  • Real stories from real people expressing their experience, a new story each day/week that hopefully identifies to the patient that they are not alone. And what they might be feeling is not shameful or wrong.
  • An encouraging progress tracker, that provides information about how the patient may be feeling taking their medication, so there are no surprises and empowers the patient to be aware of their mental state.
  • A tear out and mail back interactive questionnaire that does not feel like a questionnaire but more like a personal check-in. It will be mailed to their caseworker, pre-posted with the name of the caseworker and address pre-filled for the patient’s ease of use.

I currently have about 6 iterations of how this could possibly play out, and how the system logistics could actually work.

Next steps include more sketching, more scenarios, and narrowing down to at least three rough working prototypes to test with both therapist and patients this week.

I am very excited about this project moving forward. The following post will include status updates of testing results, iteration prototypes, and new insights I gather along the way.

I would like to hear from you! All information is valuable so if there is an opinion or comment that anyone would like to share to benefit or critique the project I encourage any and all feedback.

Thank you!

 

 

Posted in Design Research, Interaction Design, Portfolio, Reflection, UX For Good | Leave a comment

How may clicks should it take to get to the center of a CapMetro App: Iteration 5 and critique notes for 6

A couple of weeks ago we had a visitor come in that was a map aficionado. From her wonderful visit I came away with a really great sense that a map isn’t just a representation of a space through lines and dots. Maps can convey space, distance, change over time in landscape and construction. Maps are extremely complicated, yet at the same time they should be simple.

A dichotomy I agree, but a necessity I also agree.

Reconstructing the idea of a map through an application where you preform tasks to get to an end goal is not only a task of keeping that map simple, but also making for the user the most straightforward fast and delightful experience that surrounds that map.

After her visit I made some changes to my version 4 iteration, and came up with the below offering to my user test subjects the same 6 tasks.

task1&2-01

task3-01

 

task456-01

This is what (after a few minor tweaks to the interface from feedback from users) my app mock up looked like when viewed through the eyes of a very very smart man.

1

If this doesn’t come completely across at first for the iterations that will come next blog post, here was the feedback from the mini-critique given on the fly Tuesday evening this insightful mini-critique.

  1. Screens 1 & 2 find better ways to show how the user interacted with the app.
  2. Screen 3  There is no option for choosing your time of arrival. What if the user wants to actually arrive somewhere at a certain time rather than leave at a certain time (This was brought up in user testing as well). Buy button can go to the bottom. Why do you need a home button when all your task items are listed at the bottom? Where does home even take you?
  3. Screens 4 & 5 refer to critique of screen 3. Screen 5 take into consideration that there might be multiple steps to get to your stop, and create a scrolling carousel where the user can scroll step by step to their stop while the map animation follows the written information so they are both in sync. Separate out the information sections with whitespace.
  4. Screens 6 – 7- 8 – 9 – 12 – 13 & 14 combine into one screen.
  5. Eliminate 10 & 11 altogether (they are annoying and unnecessary)
  6. Screen 16 – 17 – 18 ok, but could be better and higher quality.

Now, with all that said and all but a few screens left to get to point A to B and buy a ticket (add to Wallet), now it is time to correct these screens, combine and consolidate. To choose fabulously readable fonts, make the UI friendly and creative without being complicated. Fun but not kitschy.  So by eliminating almost half the screens the next iteration will “fill in the blanks” with all the things that inevitably happen when something goes wrong.

So lets get started.

Posted in Classes, Interaction Design, Portfolio | Leave a comment

Service Blueprinting: A simple yet effective tool to illustrate a complex narrative

The article entitled “Service Blueprinting: A Practical Technique for Service Innovation” was written by the professors Mary Jo Bitner, Amy L. Ostrom, and Felicia N. Morgan and deals specifically with what the title suggests, service blueprinting and how the method of service blueprinting has changed in the attempt to better focus customer experience.

Service blueprinting exist with the goal of illustrating issues such as the service process, point of customer contact and the physical evidence associated with services from a customer perspective, to a client or firm in order to hopefully better the customer experience.

service_blueprint1-01

When Bitner uses the word “service” in her article she is referring to “offerings provided for and/or co-created with customers such as professional services, retail, financial, telecommunication, healthcare, and many others.”  She states that “what all these services have in common is an interface with an actual customer whether thorough technology or interpersonal interactions.” Any product or “service” that has an intended directive for a customer to follow to meet a certain goal. Whether the goal is from a customer perspective or a service provider perspective.

The article goes on to illustrate further how services are actually a series of processes. Unlike a static physical good, services can be viewed as a chain of events that allow a service to function “effectively”.  The article summed up very quickly is that a great service blueprint both addresses the act of the process the customer must take in the service, as well as the experience the customer has during the process.

As Bitner suggests, a well-designed service blueprint takes into consideration specific variables of the customer journey planned stages from “the establishment of clear objectives, to idea generation, to concept development, service design, prototyping, service launch, and customer feedback. Service design requires an understanding of the customer outcome and customer process”.

Personally I found this article insightful and helpful in filling in some blanks of information directed specifically to our current service design project in the actual classroom. My interpretation of the article as a whole is probably not one of great revelation as we are currently building something similar, a customer journey map, that is one of the areas which is condensed inside of a service blueprint. A service blueprint is for me, a new model that I will use to easily introduce what could be a complex system of variables in a customer’s service journey.

I believe I can succinctly describe a service blueprint as being a simple graphical representation that is intended for clients or stakeholders – such as customers, employees both front and back of the house, to visualize the current state of their service process and identify any areas that can be improved upon. This could include efficiency, innovation for new service touchpoints, or better customer services.

My point of view is that this was a very helpful article. I agree with what the authors were saying. That there is a way to illustrate in a simple and easy to quickly to visually understand the process and physical variables that are involved in a service, which otherwise may get overlooked by a stakeholder or employee. I intend on using the information gained in the future.

service_blueprint2-01

 

 

Posted in Classes, Portfolio | Leave a comment

Notes from the field- The Do’s and Do not’s of a well crafted Charette: A beautiful disaster

A couple of days ago we presented our studio project mid-point charette. After weeks of research, hours of travel, literally hundreds of photos and interviews with individuals sharing stories some would not believe. It was now time to run through our findings to get a bearing on our progress moving forward.

I would like to share my personal first time charette experience, and the do’s and do not’s of presenting a design research charette at a mid-point level.

I would like to first define for everyone what the actual word “charette” means as it was very foreign to me coming from the ad world. The term charrette may refer to an intense period of work by one person or a group of people prior to a deadline. In design I have found the definition to be loosely based on a number of factors, such as design field, formality, etc. For our sake it was a briefing of a project in progress, done in a visual narrative in a selected space in our classroom.

The word is pretty fun, because derived from the French word for “little cart” in Paris during the 19th century, professors at the Ecole de Beaux Arts circulated with little carts to collect final drawings from their students. Students would jump on the “charrette” to put finishing touches on their presentation minutes before the deadline.

According to Dictionary.com the best way to win a design contract is through well crafted charette.

So, let us then begin with the “Do’s” that I have learned from my first charette. They are valuable, and many I learned from the “Do Not’s” section.

Do: Actually have a well crafted charette. My understanding is that well crafted does not necessarily mean simply visually appealing, as sharpie on a brown paper with some compelling imagery would very much do the trick with the right content. Well crafted involves both:

1. Understanding visual hierarchy in storytelling. Use of font size, color contrasts, and content placement to guide your audience through your narrative is effective and can be really fun.

charrette1-01

And that is pretty much all we got correct for the Do’s section.

Let’s just skip to the do not’s and get it over with.

Do Not: Stay up until 4am putting together your well crafted charette. Learn from my experience, if the next morning you can not even focus your eyes to read the 60pt font that is printed out on huge paper, none of your work matters.

Do Not: Forget you are telling a story, from start to finish. Each image, each quote and mark on the page should be there for a reason. Fluff information is simply that – a barrier to information that matters. (refer to Do Not #1 above)

Do Not: Forget about that giant collection of images stuffed in the corner that could probably better tell your story than a foggy brain and a hasty quote.

Learning from the do not’s here are a few additional do’s. 

Do: Make sure your information makes sense and tells the story you want to tell. Choosing the most shocking or random quotes from individuals you speak with will do nothing but divert the audience from the real narrative your are trying to tell.

Do: Always ask “Why?”. Why is this artifact here? Does it help or hurt the narrative? Is it in the right place?

Do: Proofread your content! So what you were up until 4am. A typo is a typo and getting called out on it (especially by a client) is a big fat no no.

Do: Rehearse your story. If you do not know your narrative by heart you don’t know it period. Everything that is on that board should work together to tell one larger story, and here at midpoint you should be able to tell that story, then add on how and why you will write your story further.

I could go on but future students, and future ME, I leave you with this advice. Just because it’s pretty doesn’t mean it’s not garbage. If the content makes no senses as a whole, start over.

Also, get some sleep. Just because you can stay up until 4am does not mean you ever, ever should IF you have to be responsible for formulating a complete sentence the next day.

Be Organized.

Craft Your Narrative.

GET SOME SLEEP. Actually be able to have your brain eloquently present your empathetic narrative. Where, when, and how you believe what you believe, who are your players and why are they important, then what you are going to do next?

…go to bed.

Posted in Classes, Creativity, Design Education, Portfolio, Reflection | Leave a comment

CapMetro App Iteration 3 with User Testing V1

With now our 3rd iteration of the Capital Metro app re-design we were tasked with finding 5 willing participants to work through the flow of the design with at lease 5 pre-defined tasks to complete.

I think you must actually go through this process to really appreciate how valuable it really it. A few people were completely confused, a couple just wanted it to work like their banking app. One person was so focused on the bottom navigation that they never really looked at the main screen for indicators of how they could complete the given task in one step.

I found in my own design a ton of things that could be consolidated or eliminated all together, as well as a few missing pieces that needed to be added. Below are the screens presented (not necessarily in order) that were cut up into individual screens and handed to the user as they “clicked” on the paper to indicate they were moving to the next step. This in of itself was a daunting task keeping track of all the screens and what went next sifting through 20+ screens that you initially thought were well organized. Thank goodness we have great professors that were able to give us some pointers on how to better manage that for the next iteration.

iPhone1-01

iPhone2-01

IMG_0286 IMG_0276

Tasks involved were:

1. Plan a trip to (certain location)

2. Choose time of departure

3. Buy a Ticket: Set up wallet, add money,

4. Add favorite locations

5. Check Schedules

Lessons Learned:

- needs consolidation and animation indicators were not apparent at all for the user in a static paper flow

- possibly have the option to set up your “wallet” or account on the first time you enter the app so getting from point a to b is fast and efficient. Don’t have to go through the whole process of pin verification and adding cash

- when you find your route have your “wallet” balance on the screen to see if you even need to add funds or not or if you can just get on the bus, skipping the step of “check wallet ” or “buy ticket” all together

 

Bottom Line – lots to do for next iteration, and a great learning experience. User testing, a must.

Posted in Classes, Creativity, Design Research, Portfolio | Leave a comment

Service Marketing and Product Marketing – Together again

In the paper written by G. Lynn Shostack: Breaking Free from Product Marketing, I was initially intrigued by the subtitle which read “ Service marketing, to be effective and successful, requires a mirror-opposite view of conventional “product” practices.”

From reading nothing beyond the above, the fact that the word “product” was italicized, and the statement so bold, the argument although seemingly obtuse, was one I was willing to at least hear out.

The paper begins basically re-iterating the initial statement in longer terms. That “new concepts are necessary if service marketing is to succeed”. The assumption for the reader at this point is only to relay the fact she is speaking that new concepts for service marketing must divorce themselves from traditional methods of product marketing. However this is not clearly defined until a bit later in the article.

Shostack has obviously made a stance in this paper that the definition of “marketing” has only been applied and tested in the world of physical tangible products, and that service industries approach to marketing is seemingly lost in game of imaginary whack-a-mole. In which they are just pounding away at game table filled with empty holes where never a mole pops up to be whacked. She states that in a service business “many companies are confused about the applicability of product marketing” and that “more than one attempt to adopt product marketing [in a service business] has failed”.

She states “service industries have been slow to integrate marketing in to the mainstream of decision making and control because marketing offers no guidance, terminology, or practical rules that are clearly relevant to services”.

I will just pause here for a moment because we have now only gotten through the first page of the paper with bold statement after bold statement with little evidence so far to back them up.

A summary of the next few pages are that Shoshack seems fixated on the idea that marketing can only apply to tangible products, once even attempting to prove herself wrong by actually citing “Even the most thoughtful attempts to broaden the definition of “that which is marketed” away from product synonymity suffers from an underlying assumption of tangibility. Not long ago, Philip Kotler argued that that “values” were created by “object,” and drifted irredeemably into the classic product axioms.”

What I understand from her very pervasive stance on product and service marketing that in no way can either service nor product marketing be approached in the same way, and thus far no suggestion for service marketing has been defined as even existing.

serviece&product-nope-01-01

 

So, perhaps now is a good time to bring things a little into context.

This paper was published in the Journal of Marketing in April of 1977.

That being said, basically the entire article, particularly the statement implying “It is wrong to imply that services are just like products except for intangibility. By such logic apples are just like oranges, except for their ‘apple-ness’. Intangibility is not a modifier; it is a state.” is full of outdated theories. My takeaway from this statement is that in either case of service or product marketing the human element is never taken into consideration, only the idea of something tangible.

To me service marketing involves humans, great product marketing involves great involvement with what humans need, and marketing does not have to result in anything tangible at all.  The textbook definition of a service business is this: A commercial enterprise that provides work performed in an expert manner by an individual or team for the benefit of its customers. The typical service business provides intangible products, such as accounting, banking, consulting, cleaning, landscaping, education, insurance, treatment, and transportation services.

Marketing for both products and services in reality have vast similarities. They both rely on customer satisfaction, a system of communication, loyalty, and consistency in order to gain repeat business. You cannot turn to any media source in this day in age and not see marketing for service industries, which vastly mirrors that of product marketing. In a service business you actually DO have a takeaway. The promise of something “great”.

Whether it be something like Turbo-Tax that markets an easier life through step-by-step tax filing guidance that takes the guesswork and confusion out of the process. Leaving you stress free, and able to be playing catch in the yard with your little boy within 20 min or less. Or an investment firm like Charles Schwab, that markets a one-on-one personal connection to you and your finances. Promising to care so much about your situation, as if they were an extension of your immediate family you might just think about inviting to Thanksgiving dinner.

The connection I see between service and product marketing is the human connection. Seems as though since 1977 marketing and consulting firms have done a pretty good job at figuring that out. Great experiences are what keep the customers coming back for more. And yes, you can market a service similar to marketing a product, even cross pollenating the definitions of tangibility as not just being something you hold, but something you feel.

serviece&product-nope-02-01

 

 

 

 

 

 

 

 

Posted in Classes, Creativity, Design Research, Portfolio, Reflection | Leave a comment

Healthcare literacy and access in rural Texas: Health, apathy, and access

Crystal Watson, William Shouse and Eugenia Harris are teaming up this quarter on a research project aimed at exploring the details around access to health care services in rural small towns in Texas, and how limited availability impacts the level of care people receive as well as the level of literacy around healthcare, and how if any that information is utilized by the rural communities.

To get an idea of the scope of the access problem, witness this quote from a 2010 article in the Texas Tribune entitled Health Care Sparse in Rural Texas:

“Sixty-three Texas counties have no hospital. Twenty-seven counties have no primary care physicians, and 16 have only one. Routine medical care is often more than 60 miles away — and specialty care is almost unheard of.  Most of Texas’ 177 rural counties, home to more than 3 million people, are considered medically underserved.”

Initially we were interested in this topic of research from not only personal experiences with the challenges of how individuals in the towns we are targeting with less than 5,000 people, of which Texas alone has over 1,200 of them out of a total number of cities and towns of 1,696. But after further research realized the issue may not simply lie in access but in general healthcare literacy and would like to explore this issue in more detail.

The first place we plan to visit in our research is Haskell TX, population of 3,305 people, where the local dentist was also the ambulance driver for over 10 years, and the town veterinarian also delivered (human) babies. We are interested in uncovering  novel approaches like this around how  small communities come together to work as a unit to deal with healthcare situations, and manage their health in general (regular checkups, healthy diets and exercise etc).

We intend to dig into this problem by conducting research with people directly affected, both patients and healthcare providers, using methods of contextual inquiry and participant interviews, as well as participatory “Positive/Negative Healthcare Experience Mapping” activity with a select group of patients.  In doing so, we hope to gain a better understanding of the challenges it entails for both providers and patients, and to uncover novel coping strategies that may have developed to address those challenges, as well as any healthcare literacy limitations uncovered during our research.

The full Research Plan can be viewed here: 

Posted in Classes, Design Research, Portfolio, Reflection, UX For Good | Leave a comment

Revitalizing Capital Metro App: Iteration 2

Concept Flow V2: Goal – Find a bus stop, get destination information, purchase ticket (ticketing checkout still undecided)

Cap-Metro-Concept-Map

Individual Screens:

screens

Posted in Classes, Design Research, Interaction Design, Portfolio | Leave a comment

Creating Innovation from Convergent System Differentiators

In the Richardson Book Innovation X, Chapter 4 begins leading the reader through the complex yet fragile system of Convergence. Convergence in the past has been used, yet not heavily defined, by the action of such areas of combining media. Repurposing media for TV, Web, and mobile phones. Richardson uses the example of individuals contributing self-made videos that become a bigger part or a larger advertising campaign.

Here however, Richardson defines convergence as the means of integrating “multiple products (hardware, software, and services) and customer touchpoints to provide functionality, benefits, and customer experience that would be impossible in a stand-alone product.”

In this case an entire ecosystem is needed to house all the components of the system with well-defined touchpoints that create a seamless and delightful user experience. An ecosystem defined by being a collection of products, technologies, and other specific components that together create the functionality of the offering. Touchpoints then are described as being all the points where “customer and company intersect over time, from a customer being aware of the company’s products, to buying and using them.”

Below is a Concept Model describing my depiction of a general generic model for a convergent system.

Convergent_System-01

However… through all the examples and definitions of seamlessly convergent companies able to operate and integrate multiple elements of technology and product on page 106 of Chapter 4 in the book, Richardson introduces us to the first divergent opportunity for something new and innovative that could potentially break a companies well defined convergent system. The concept of sustainability.

He states that “sustainability is increasingly a competitive differentiator, as well as becoming necessary for regulatory compliance. Knowledge of how to achieve sustainability in a given industry will be a prized capability.

In order to achieve sustainability a company may have to go through a massive series of ecosystem changes, affecting customer touchpoints, and perhaps adding, in the beginning, more work and an actual monetary loss from the company in order to meet the new standards the company may choose to institute to be considered “sustainable”.

So in an effort to derive new an innovative ideas from Richardson’s concept of convergence, sustainability as a game changer immediately gathered my full attention. The first thing to come into mind was the electric car combined with the convergent system of a company like Car2Go. However upon further research Car2Go actually has become aware of this deviation and offers in very few places the infrastructure changes necessary to support a fleet of electric vehicles to support these vehicles both on the consumer and company side.

So what about upping the ante? What about now using Richardson’s suggestion of sustainability often resulting in the combination of multiple companies to create a broader product offering? What about Car2Go and Tesla?

The introduction of a fleet of electric vehicles that are not simply electric vehicles for utility, but now a fleet of high performance on demand vehicles people may just use for a night on the town? Or to get the chance to “test drive a Tesla”. Granted this idea completely changes the entire ecosystem that would even be placed on the current electric car offerings that Car2Go offers.

I unfortunately do not have a definitive solution for how to create a new perfect Ecosystem for something like this to happen but I can imagine that it would begin with first: Convincing the Tesla company that a car share program is not only great for both companies but will boost the image of Car2Go from necessity to luxury, and Tesla to brand evangelicalism by offering a potential not yet customer to absolutely have to have one of these cars one day.

The companies would have to integrate the Tesla recharging station model, as well as offer specialized maintenance, and a higher premium resulting in a completely new customer billing structure. I imagine much of the existing infrastructure of “checking out” your Car2Go would remain in place, but much would change. I would love to see this happen.

Below is a chart of my idea of what could happen when a company like Car2Go decides to change its infrastructure and go “Super Electric”. As you will see the company first begins smaller in its current comfortable state of convergence. But then the idea of becoming sustainable by being more environmentally friendly is introduced and the fragile tower (here expressed as a Jenga game) begins to tumble as things fall away and established touchpoints break as the ecosystem changes.

If and when the company can re-establish a new set of systems, a new convergence, that works with sustainability (and Tesla) they not only lower environmental impact, but expand product offerings, parter with new and exciting technologies and gain a real competitive edge. Click the image for the full resolution and details.

Graphics & Diagrams by Crystal Watson and William Shouse

convergent-to-sustainable

 

Posted in Classes, Creativity, Design Research, Methods, Portfolio, Strategy | Leave a comment