User researches

User personas: Nurses, aircraft captains, and advertisers

Evaluation of telemedical applications for nurses’ home care.

  • Hospital of Fribourg
  • Based on opportunities identified by the Hospital of Fribourg, we established validation methods — involving interviews/shadowing.


Understanding hypotheses leading to stakeholders’ solutions

  • Workshop with stakeholders to understand their goals and solutions
  • Establishing hypotheses leading to solutions
  • Proposing validation methods to validate the hypothesis

Validation protocole

Hypotheses to validate

  • Need of external medical expertise when EMS doctor is not on site
    Examples of topics (will be written in an interview format): Have you used remote doctor, why, when, how often
  • Need to improve the communication of medical data to a remote doctor
    Examples of topics (will be written in an interview format): What is the content of the call with the remote doctor, how data are exchanged, pain points…
  • Need to improve the type and amount of medical data provided to a remote doctor to establish a basic diagnosis
    Examples of topics (will be written in an interview format): Which data do you need to make basic diagnoses, which data did you miss to make basic diagnoses, why, could you do a diagnosis based on [tyto/nomadeec data], what kind of diagnosis could you carry out of [tyto/nomadeec data]
  • Need of remote Swiss and/or senior doctor to increase the remote diagnosis quality
    Examples of topics (will be written in an interview format): What is the aim of the call, what did you get out of the remote doctor diagnosis, did you get what you needed out of the call, is the level of expertise provided satisfying



Contextual interviews/shadowing: Considering the amount of time available interviews will provide results faster

Who do we want to interview:

  • Targeted EMS nurse (ideally 3)
  • Targeted EMS nurse manager (ideally more than 2)
  • Targeted EMS resident (ideally 3)
  • Targeted EMS director
  • Remote doctors (ideally 3)



  • Persona (who are we addressing)
  • Journey (how the problem is currently solved), pain points (what are the issues), and opportunities (how do we solve those issues)



  • Conduct the interviews with different establishments/structures
  • If time allows, follow the interviews with some shadowing to gain certainty and granularity

Shadowing & interviews

Persona & journey of a nurse delivering home care

Due to time constraints, each member of the team focused on a different meta persona.


Telemedicine doesn’t seem to answer nurses’ pain points

  • Lack of patient information centralisation due to multiple health specialists (chemist, doctor, other nurses) reporting on different supports (emails, notebooks).
  • Difficulty communicating with doctors
  • Exams carried out by nurses are sufficient to diagnose life-threatening conditions.
  • Future generations of home-care nurses will be trained differently and might need to carry out other exams.



  • In everyday life, many competitors propose telemedical solutions. For nurses providing home care, we couldn’t find any clear opportunity. Niche opportunities might be found in sectors involving extreme situations/conditions (mountaineering, diving, war,…)

Recommendation for Captain’s information systems

  • I focused on the Captain’s journey, assuming that she/he was the main user. In addition to her/his journey transcript, I also read an article called ‘How Airline Crews Work’ and watched the video ‘Two cool ladies piloting heavy MD-11F ultimate cockpit movie’ to deepen my understanding of the topic.
  • Then, I reshaped the given scenario into a Captain’s persona and journey. I first pulled out the Captain’s goals when flying a plane from Zurich to NY.
  • For each step of her/his journey, I identified needs and the touch-points providing responses (apps, devices, and people). I assumed that the more numerous the information points, the more effort was required and the less satisfying the experience was.
  • I ended the document with some opportunities to streamline information and ease the Captain’s journey.
  • Lufthansa
  • Research


Captain Anna Jones & First Officier Elen Hartmann


Captain Anna Jones

Evaluate,  from a user perspective, a marketing software concept.

To do so, I identified future users and ran some interviews; I did organise workshops to harmonise visions in light of the research outcomes.

  • Omnicom
  • Research

Stakeholders’ interview

Collecting information and creating a brief

  • Talking with stakeholders to understand their goals: Using analytics of past advertising campaigns.
  • Bringing a user-centric approach to shape the technology.

Users’ interview

Understanding the user’s needs

  • Interviewing the campaign creators who need campaign insights (strategists, creatives, designers) and studying articles to understand their journey.
  • Highlighting pain points to determine where the software could offer support.


Aligning shareholder visions

Animating workshops to present research, personas, journeys, needs, solutions, and evaluate solutions.