Role
Research
HFR, Telemedicine need during home cares
Client
HFR
The Hospital of Fribourg had a budget to explore telemedical opportunities and came up with ideas of products.
My role was to evaluate, from a user perspective, telemedical applications in retirement homes or during home care.
Based on the proposed solutions, we formulated hypotheses and validation methods — including interviews/shadowing.
Areas to investigate: Specialised markets such as mountaineering, diving, army.
Understanding goals and creating validation methods
↓ Talking with stakeholders to understand their goal
↓ Listing the solutions envisaged by stakeholders
↓ Understanding hypotheses leading to solutions
↓ Proposing validation methods before product development
Solution evaluation
Solution area:
Telemedicine in retirement homes and home care.
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
Method:
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)
Output:
- Persona (who are we addressing)
- Journey (how the problem is currently solved), pain points (what are the issue) and opportunities (how do we solve those issues)
Recommendations:
- Conduct the interviews with different establishments/structures
- If time allows, follow the interviews by some shadowing to gain certainty and granularity
Journey of a nurse delivering home care
Due to time constraints, each member of the team focused on a different meta persona.
Conclusion
It seems the nurse pain paints wouldn’t be answered by telemedicine:
↓ Lack of patient information centralisation due to multiple health specialists (chemist, doctor, other nurses) reporting on different supports (emails, notebooks).
↓ Difficulty to communicate with doctors
↓ Exams carried by nurses are sufficient to diagnose life-threatening conditions.
↓ Future generations of home-care nurses will be trained differently and might need to carry other exams.
Recommendation
Investigate other areas: Possibility telemedical need in extreme environments (mountaineering, diving, war,…)
Omnicom, marketing software concept evaluation
Role
Research
Client
Omnicom
My role was to evaluate, from a user perspective, an Omnicom 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.
Collecting information and creating a brief
↓ Talking with stakeholders to understand their goal: Using analytics on past advertising campaigns.
↓ Bringing a user-centric approach to shape the technology.
Understanding the user 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 researches, personas, journeys, needs, solutions and evaluate solutions.
Lufthansa, IS opportunities during Captain journey
Role
Ux
Agency
Lufthansa
Process
Goal: to create personas and journeys based on journey transcripts.
To start with, I did focus on the Captain’s journey, assuming that the First Officer had a similar one. The Crew, Air Traffic Control and devices are, in this project, shareholders.
In addition of the journey transcript, I also read an article called ‘How Airline Crews Work’ and watched the beginning of ‘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. One of my aims was not to alter the scenario – to be none fictional. To do so, I cut the Captain’s scenario into steps and, for each step, identified needs. They mainly revolved around getting informed and informing. From it, I deduced the questions the Captain had to answer and the touch-points providing responses (apps, devices and people). I assumed that the more numerous were the information points, the more efforts were required and the less satisfying the experience was. I ended the document with some opportunities to streamline information and ease the Captain’s journey.
Personas: Captain Anna Jones & First Officier Elen Hartmann
Journey: Captain Anna Jones files plane to NY
